Part 1
Refers to Question 1 and 2. This part relates to assignment 2 which is also uploaded for your reference.
In Q1 and Q2 – you are writing it from the perspective of the Customer Service Officer.
Q1 – Case Summary (100 words) [1 mark]
Write out a summary of the case from the angle of the customer support officer to his/her supervisor.
Please do not write in bulleted or dot points. No references are required.
Q2 – Help Desk Operations (200 words) [2 marks]
List any three improvement in operations (administration, processes, policy, etc.) you would suggest to enable you to solve the customer’s problem. Please do not write in bulleted or dot points.
References are not compulsory, but if used, should be in APA 6th edition.
Part 2
Q3 – Refer to Topic 4 attached and a video file with filename “Q3-Assignment3.mp4”
Write out an instruction guide (user manual) to be included with the distribution of the video. You
May assume the reader has basic understanding of the software. (500-1000 words) [13 marks]
All answers (to Q1, Q2 and Q3) to be in one single journal entry only.
Rationale
The tasks in this assignment relates to Learning Outcome 4:
– be able to discuss problems relating to help desk operations;