Communicate in the workplace

Details

You have been employed as a consultant to a new Australian Computer Retailer. The retailer is planning to set up a computer helpdesk. Clients who have purchased a computer at the retailer and experience problems will be able to call the helpdesk and a technician will respond to their query over the phone.

The retailer is also thinking of starting a partnership through a joint venture with a Chinese company that manufactures computer hardware in China.

Part A

Prepare a small report and advise the retailer on how to effectively set up and run the helpdesk. In particular, how the helpdesk staff will:

  1. Establish contact with clients who call the helpdesk:
  2. Receive requests and enquiries from clients in a polite and appropriate manner
  3. Use verbal and non-verbal communication to respond to the client requests and enquiries effectively
  4. Use appropriate questioning and active listening techniques to understand client needs and determine support requirements
  5. Accommodate cultural differences
  1. Process information in the helpdesk:
  • Answer enquiries promptly and appropriately
  • Record information or messages and refer client requests to the appropriate person in accordance with organisational procedures
  • Inform clients of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry
  • Use an organisational follow-up procedure or policy and record follow-up action taken in regard to the client request or enquiry

Part B

3. Setting up the joint venture

  • What communication/language/culture barriers might you encounter when setting up the joint venture with the Chinese manufacturer? What plan would you develop to overcome these barriers when setting up the joint venture?

Section 2

ICAW2001AWork effectively in an IT environment

You are in charge of recruiting and selecting staff to work in the new helpdesk. It is expected that the helpdesk staff will handle over 1000 calls per day with each call lasting 5-10 minutes on average. The helpdesk will have one Call Centre Manager, and oneTeam Leader per 20Call Centre staff. The call centre staff will specialise in the areas of General IT, Hardware, Networking and Software. There will also be one Area Specialist for each area who will report directly to the team leader.

Part A

IT Roles

  1. Create an organisational chart based on the above staffing requirements.
  2. Provide recommendations on the number of staff that are required to be recruited.
  3. Create a job description advertisement for each of the staff members.
  4. Create a list of 7 open-ended interview questions for each position.

Part B

Policies and Procedures

  1. You have recruited the staff to work in the call centre and your job is to provide orientation training to the staff. Provide an overview of all the Organisational Policies and Procedures that you think would be important for staff to know before they start work in an IT Call Centre.
  2. Create a procedure flowchart that shows how IT Call Centre problems are solved in the helpdesk.

Part C

Equipment

  1. Your job is to research the hardware and software to be used in the Call Centre. Provide quotes and online references for all this equipment
  2. Outline how you will keep track of all equipment in the Call Centre. Provide relevant documentation for this.
  3. Outline how you will maintain the equipment in working order. Provide relevant documentation for this.