What is a help desk? How does it function? What is necessary to make a help desk run effectively? Students learn about help desk systems and develop a help desk in their school that targets technical support for the Macintosh operating system: Mac OS X.
Your help desk should function as a system to be successful. Students need to determine how the parts of your system work together and what constitutes your help desk. Students begin by assessing their needs for a help desk in their school. Students determine the operations for their center including:- Who is the customer? (student, teachers, admin, community)
- How is service provided? (email, chat, phone, written, visitation)
- What types of services (Mac OS X, related software, hardware) are provided?
- What are the procedures for service?
- What are the various positions available and how are they staffed?
Lesson 1 focuses on learning about help desks and how they operate. Students begin to concentrate on their school and community needs and how to meet those needs. Lesson 2 discusses models and resources provided by Apple Computer. Students compare and identify components and their benefits that they would like to incorporate. In Lesson 3, students finalize their operational plans and create business documents. These documents are necessary throughout the center's operation for checks and balances and evaluating the process. In Lesson 4, students share their operations with customers by creating a 30-second infomercial or print advertisements describing various aspects of their Mac help desk.
|
