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fbla car study

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31 views

Help Desk

fbla car study

Uploaded by

basketballburp
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Help Desk

HELP DESK
CASE STUDY

PARTICIPANT INSTRUCTIONS

1. You have 10 minutes to review the case.

2. Presentation time is five minutes. At four minutes the timekeeper will stand and hold up a
colored card indicating one minute is left and at five minutes the timekeeper will stand and
hold up a colored card indicating time is up.

3. The presentation is interactive, and the judges will ask questions throughout the
presentation. You are a part of an internal help desk support system team that provides on-
demand 24/7/365 support to organizations that your company provides contractual IT
services to on monthly or quarterly on-site visits. The judges will begin the meeting by
calling into the internal help desk support system hotline (ring-ring). You will then begin
your dialogue with the office assistants by asking how you can assist them.

4. You will be given two note cards. Note cards will be collected following the presentation.

5. Cover all the points described in the case.

PERFORMANCE INDICATORS
 Create positive interactions with customers.
 Identify customer’s needs.
 Describe techniques to meet customer needs.
 Use basic tools and technologies in providing customer support.
 Apply critical-thinking skills to resolve incidents quickly and consistently.
 Effectively communicate strategies for working through various situations.
Help Desk

CASE STUDY SITUATION

Background Information
Your company provides full-service support to hundreds of companies in the New York City
area. Clients include nonprofits, large and small corporations, small businesses, and
government contractors. As a full-service provider, your company makes monthly and quarterly
on-site visits and offers 24/7/365 help desk support. Your team is a part of the company's
internal help desk support system.

Scenario
You received a call from a group of office assistants at one of your company’s contracted
clients. They are a nonprofit with about 150 employees. Each employee has multiple devices.
During the monthly on-site visit, a technician completed an update to the third-party software
that the organization uses. Now, over half of the employees are experiencing issues with their
computers and devices running much slower, locking up, and not displaying correctly when
they try to use the software. They need an immediate fix to the problem.

Other Useful Information


 Be prepared to explain a step-by-step process for rectifying the problem.
 Determine what types of questions you need to ask the client.
 The third-party software company does not provide tech support after normal business
hours and on weekends.
 You are able to access the company's network remotely.

Things to Consider
You must present strategies/solutions to the client (judges) during a mock telephone
conversation.

You must address the following issues in your presentation:


 The scenario and the scope involved.
 Your position and why.
 Effective solutions for meeting the customer’s needs.

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