[26154] in resnet
Scenario-based Training
daemon@ATHENA.MIT.EDU (Rizzo, Jim)
Mon Apr 4 10:46:48 2011
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Message-ID: <C9BF51CC.12219%jrizzo@providence.edu>
Date: Mon, 4 Apr 2011 10:45:32 -0400
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From: "Rizzo, Jim" <JRIZZO@providence.edu>
To: RESNET-L@listserv.nd.edu
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I'm looking to improve my helpdesk training and was wondering if anyone doe=
s any scenario-based training exercises, like with mock calls to the helpde=
sk. I've tried to do this in a couple ways, but it never seems to work out =
well and we always abandon it because it never seems to work out well. I'm =
looking to have somewhat realistic calls and have the students "answer" the=
m so we can critique their methods.
If you do something like this and feel like explaining it, please do either=
on or off list, doesn't matter.
Thanks,
Jim
--
Jim Rizzo
Helpdesk Manager
Providence College Information Technology
(401) 865-1277
AIM: JRizzoPC
http://itweb.providence.edu/helpdesk
http://selfhelp.providence.edu
Find us on Facebook!
http://www.facebook.com/ProvCollHelpDesk
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<html><head></head><body style=3D"word-wrap: break-word; -webkit-nbsp-mode:=
space; -webkit-line-break: after-white-space; color: rgb(0, 0, 0); font-si=
ze: 14px; font-family: Calibri, sans-serif; "><div><div><div>I'm looking to=
improve my helpdesk training and was wondering if anyone does any scenario=
-based training exercises, like with mock calls to the helpdesk. I've tried=
to do this in a couple ways, but it never seems to work out well and we al=
ways abandon it because it never seems to work out well. I'm looking to hav=
e somewhat realistic calls and have the students "answer" them so we can cr=
itique their methods.</div><div><br></div><div>If you do something like thi=
s and feel like explaining it, please do either on or off list, doesn't mat=
ter.</div><div><br></div><div>Thanks,</div><div>Jim</div><div><div><div>--&=
nbsp;</div><div>Jim Rizzo</div></div><div>Helpdesk Manager</div><div>Provid=
ence College Information Technology</div><div>(401) 865-1277</div><div>AIM:=
JRizzoPC</div><div><a href=3D"http://itweb.providence.edu/helpdesk">http:/=
/itweb.providence.edu/helpdesk</a></div><div><a href=3D"http://selfhelp.pro=
vidence.edu">http://selfhelp.providence.edu</a></div><div><br></div><div>Fi=
nd us on Facebook!</div><div><a href=3D"http://www.facebook.com/ProvCollHel=
pDesk">http://www.facebook.com/ProvCollHelpDesk</a></div></div></div></div>=
</body></html>
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