Discussion Board

Within the Discussion Board area, write 400-600 words that respond to the following questions with your thoughts, ideas, and comments. This will be the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas:

A problem that many people working on a help desk have is effectively communicating with users. Both the user and help desk analyst want to work together and resolve the problem, but communication barriers often get in the way.

Take this opportunity to describe at least 2 issues that the speaker can present in a conversation, followed by at least 2 issues that the listener can cause.

Note that this is a high-level discussion about communication, and the identities of speaker and listener were not necessarily assigned to the analyst or the user.

Individual Project

Deliverable Length: 2-3 pages of material in the Key Assignment template section titled "Tools and Technologies,"

Description:

As you continue to build the help desk, you want to ensure that all of the tools are in place and that the analysts have the tools needed to resolve issues as they are reported.

First, you want to understand and be able to report what the steps in problem solving entails. The following are common steps when solving issues:

Identifying the problem

Determining the cause of the problem

Generating options

Evaluating and prioritizing options

Determining a course of action

Describe each step in detail, and discuss the issues and deliverables that exist at each step. To help ensure that the infrastructure is in place for the analysts, describe what technologies need to be in place at each step for you to enable your help desk analysts.

Add the discussion about the steps in solving issues and the deliverables generated at each step and the discussion about what technology is needed for each step to the section titled Tools and Technologies.