Questions

1. Using a word processing package (like MSWord or OOwriter) as an example, describe three different types of trainee. For each type discuss the content of three different training courses that would be most appropriate. (9)
2. Use examples to explain the difference between skills based training and task based training. (4)
3. A school decides that as part of its reception area it will introduce a ICT help desk. It has 300 PCs on its site and a web site that is used extensively by students and parents. All faults will be reported to the help desk be they hardware or software, or web site based.
   1. How will the help desk manage these requests in order to provide an effective service?
   2. What three pieces of information would the support desk require in order to assist in solving a users problem.
   3. After a year many users complain that the help desk provides a poor service. Describe three types of report that the school could produce to examine the validity of this claim.(6)
4. Many software companies offer a user support line
   1. Given that such a system may require up to 50 operators at a given time, how can the information coming in be shared between these operators. (3)
   2. Some user support services offer a mailbox facility so that users can log their problems using email . what advantages does this have for
      1. The software user (2)
      2. the user support staff? (2)
   3. What is the major disadvantage of using email systems to report faults? (2)
5. "The quality of initial training impacts heavily on the user support burden." Explain this quote (4)

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