You recently applied for a job at a local news media company. Your role will be managing ten helpdesk technicians. In your interview, you are provided with a tour of the IT data center. You note within your visit that the systems you will be responsible for, are cutting edge technology, and you would appreciate the opportunity to learn and grow your IT and management skills.

 

As you meet the IT helpdesk staff, you notice that most of the team members seem to be unmotivated and lack any general understanding of these new systems. They display no desire to learn and would prefer to have kept the old environment because "it was easy." You note the new systems allows the company employees to track their trouble tickets and rate the resolution response of a given helpdesk technician.

 

After your tour, your potential new manager informs you that the helpdesk technicians do not like being rated by employee surveys and has appeared to have demotivated them in their daily task. They feel that they should be 'judged' by other employees in different departments.

 

As part of the interview process, your potential new manager states that he likes you, and wants to give you the job. However, he is hesitant because the last three managers could not manage the helpdesk technicians. So he grants you a chance to prove you can handle the challenge with two tasks.

 

Task 01:

Document the Knowledge Management Process. He requests that you submit Document explaining how you would use the Knowledge Management Process to positively motivate the helpdesk technicians to accept and learn the new system. Include the following

• Define how Knowledge Management Process can be used to motivate the techs.
• Explain the value of a Knowledge Management Process
• Explain how workflows can tie into Knowledge Management Processes
• Explain how customer surveys are not always a negative impact and how they can be used as a positive influence for career development.

 

Task 02:

To demonstrate knowledge of customer information technology tracking systems, utilizing Microsoft Excel, please format a ticketing system. Be sure to identify the following fields:

• Ticket Number
• User requesting the ticket
• Contact Number
• The issue being reported
• Severity of the ticket
• Technician Assigned
• Resolution

Answer rating: 100% (QA)

Task 01 Documenting the Knowledge Management Process Introduction The Knowledge Management Process is a crucial tool for motivating and empowering helpdesk technicians to accept and learn the new syst... View the full answer