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Category: Computer Science
A(n)________ is a choice each support agent makes about how professional or casual, respectful or condescending, formal or informal, or terse or verbose they will be in their interactions with users.
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Category: Computer Science
True or False? Communication skills are often more difficult for a new help desk agent to learn than technical skills or business skills.
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Category: Computer Science
Compare your KSAs to a user support position. Select one of the user support position descriptions presented in this chapter or one you found in an earlier activity. Make a list of the knowledge, skills, and abilities (KSAs) you would need to perform the duties in the position description. Don't worry too much about the differences between skills a...
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Category: Computer Science
Evaluate total cost of ownership. A Houston, Texas, consulting company, JDA Professional Services, provides an online worksheet for calculating the total cost of ownership (TCO) of computer technology. Read about the factors the company thinks contribute to the TCO on its website (www.jdapsi.com/client/Articles/Default.php?Article=tco). Write a one...
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Category: Computer Science
Identify computer users' health concerns. Interview three classmates, coworkers, or family members about their health, safety, and productivity concerns related to their use of technology. Make a list of their concerns. What similarities in concerns did you find? Did any of their concerns surprise you? Write a brief summary of your conclusions.