[26155] in resnet
Re: Scenario-based Training
daemon@ATHENA.MIT.EDU (SHIH, WENDY)
Tue Apr 5 07:38:01 2011
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Message-ID: <C9BFEEDB.67D1%wshih@kent.edu>
Date: Mon, 4 Apr 2011 22:10:16 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "SHIH, WENDY" <wshih@KENT.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <C9BF51CC.12219%jrizzo@providence.edu>
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Jim,
We have done this every time when we hire new staff. We just make up s=
cenarios before hand and ask the returning staff to call in as a user who n=
eeds help. We use the opportunity to train them to troubleshoot over the p=
hone, search answers and familiar with the ticketing system. Usually the t=
ips they need are covered during the training, located in our wiki or bin=
der next to the phone. They can also ask a staff member in the office for =
help if they are stuck. Phone troubleshooting is the most difficult skill=
and least favorite one I think. We get more calls in the beginning of th=
e semester, so I make them answer 4 hours straight, so they get more practi=
ce. Email me if you have more questions.
Wendy
From: "Rizzo, Jim" <JRIZZO@PROVIDENCE.EDU<mailto:JRIZZO@PROVIDENCE.EDU>>
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.N=
D.EDU>>
Date: Mon, 4 Apr 2011 10:45:32 -0400
To: "RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>" <RESNET-L@L=
ISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>>
Subject: Scenario-based Training
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>Jim,</div><div> We =
have done this every time when we hire new staff. W=
e just make up scenarios before hand and ask the returning staff to call in=
as a user who needs help. We use the opportunity to train them to tr=
oubleshoot over the phone, search answers and familiar with the ticketing s=
ystem. Usually the tips they need are covered during the traini=
ng, located in our wiki or binder next to the phone. They can a=
lso ask a staff member in the office for help if they are stuck. Pho=
ne troubleshooting is the most difficult skill and least favorite one I thi=
nk. We get more calls in the beginning of the semester, so I make th=
em answer 4 hours straight, so they get more practice. Email m=
e if you have more questions. </div><div><br></div><div>Wendy</div><d=
iv><br></div><span id=3D"OLK_SRC_BODY_SECTION"><div style=3D"font-family:Ca=
libri; font-size:11pt; text-align:left; color:black; BORDER-BOTTOM: medium =
none; BORDER-LEFT: medium none; PADDING-BOTTOM: 0in; PADDING-LEFT: 0in; PAD=
DING-RIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; BORDER-RIGHT: medium none; =
PADDING-TOP: 3pt"><span style=3D"font-weight:bold">From: </span> "Rizzo, Ji=
m" <<a href=3D"mailto:JRIZZO@PROVIDENCE.EDU">JRIZZO@PROVIDENCE.EDU</a>&g=
t;<br><span style=3D"font-weight:bold">Reply-To: </span> Resnet Forum <<=
a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>>=
<br><span style=3D"font-weight:bold">Date: </span> Mon, 4 Apr 2011 10:45:32=
-0400<br><span style=3D"font-weight:bold">To: </span> "<a href=3D"mailto:R=
ESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>" <<a href=3D"mailt=
o:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>><br><span style=
=3D"font-weight:bold">Subject: </span> Scenario-based Training<br></div><di=
v><br></div><div><div style=3D"word-wrap: break-word; -webkit-nbsp-mode: sp=
ace; -webkit-line-break: after-white-space; color: rgb(0, 0, 0); font-size:=
14px; font-family: Calibri, sans-serif; "><div><div><div>I'm looking to im=
prove my helpdesk training and was wondering if anyone does any scenario-ba=
sed 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 alway=
s abandon it because it never seems to work out well. I'm looking to have s=
omewhat realistic calls and have the students "answer" them so we can criti=
que their methods.</div><div><br></div><div>If you do something like this a=
nd feel like explaining it, please do either on or off list, doesn't matter=
.</div><div><br></div><div>Thanks,</div><div>Jim</div><div><div><div>--&nbs=
p;</div><div>Jim Rizzo</div></div><div>Helpdesk Manager</div><div>Providenc=
e College Information Technology</div><div>(401) 865-1277</div><div>AIM: JR=
izzoPC</div><div><a href=3D"http://itweb.providence.edu/helpdesk">http://it=
web.providence.edu/helpdesk</a></div><div><a href=3D"http://selfhelp.provid=
ence.edu">http://selfhelp.providence.edu</a></div><div><br></div><div>Find =
us on Facebook!</div><div><a href=3D"http://www.facebook.com/ProvCollHelpDe=
sk">http://www.facebook.com/ProvCollHelpDesk</a></div></div></div></div></d=
iv></div>
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