What is the procedure when a customer contacts the help desk to resolve an issue? What resources do the support agents use? How do they search for information and phrase a query? What strategies do they need to know to solve the problem? In this unit, students learn the process for handling and resolving issues. They learn to work with records, document cases, and analyze all aspects of the issue until resolution or escalation occurs.
Unit objectives
At the completion of the unit, students will be able to:
Understand the issue resolution process
Use appropriate time and resource management methods
Analyze a situation and create a work plan
Document work processes
Clarify and frame problems
Understand how data is gathered, stored, and manipulated in a database
Understand Boolean concepts applied to search engines
