Unit Description
This unit should be a review of topics, skills, and knowledge related to professionalism, common safety procedures, and effective communication, including creating and maintaining adequate documentation. For the Help Desk, that documentation is often some form of Knowledge Base that is maintained by all team members. New to this module is the concept of change management and identifying practices that can help updating operational policies and procedures when change is necessary.
Instructional Time
1 weeks
Weekly Map
Monday
Introduction to problem
Online Pre-assessment (available for student practice, as well)
Team meetings to develop project plan and goals
Tuesday
Review content resources with whole group
Small group and independent exploration of resources
Contribute to team project
Wednesday
Hands-on exploration with IT professionals
Team progress check with supervisor (using project plan)
Thursday
Hands-on exploration with IT professionals
Small group and independent exploration of resources
Contribute to team project
Friday
Team progress check with supervisor or sharing of progress with whole group
Online post-assessment
Monitor progress and adjust project plan as necessary