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The module, prepared under a June 2021 curriculum framework and based on the Hardware and Network Servicing occupational standard, structures learning across multiple units covering client issue analysis, investigation and documentation, delivering software, hardware, or network guidance, and gathering client feedback for continuous improvement.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":11,"@type":70,"position":76},"https://docshare.wps.com/template/presentations/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/hardware-and-network-servicing-level-iii-providing-first-level-remote-help-desk/306894/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/hardware-and-network-servicing-level-iii-providing-first-level-remote-help-desk/306894.png","ImageObject",442,249,{"name":88,"@type":89},"Guten tag","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-24","2026-09-19",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",10,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is the purpose of the first level remote help desk module?","Question",{"text":109,"@type":110},"It aims to enhance client satisfaction by resolving client problems and questions effectively and efficiently.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"How does Unit One help support first level issues?",{"text":114,"@type":110},"It guides learners to check new problems, review previous logs for similar issues, investigate and document support issues, and then provide support based on the investigated results.",{"name":116,"@type":107,"acceptedAnswer":117},"How is client feedback used in the module?",{"text":118,"@type":110},"The module includes creating evaluation/feedback forms, having clients complete them, distributing them, and reviewing feedback for improvement.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},306894,1791731753,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":8,"category_name":11,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":136,"language":137,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":138,"faqs":139,"seo_title":140,"seo_description":61,"update_tm":141,"read_time":142},687212321768,"https://ap-avatar.wpscdn.com/avatar/a0010bdbe886d2fe77?x-image-process=image/resize,m_fixed,w_180,h_180&k=1789897067658708522","Hardware and Network Servicing  \nLevel-III  \nBased on June 2021, Curriculum Version-II  \nModule Title: Providing First Level Remote Help Desk  \nModule code: EIS HNS3 M06 1123  \nNominal duration: 20Hour  \nPrepared by: Ministry of Labor and Skill  \nNovember 2023  \nAddis Ababa, Ethiopia  \nContents  \nAcknowledgment ..............................................................................................v  \n[Acronym](Acronym .......................................................................................................vi)[ .......................................................................................................vi](Acronym .......................................................................................................vi)  \n[Introduction to the Module](Introduction to the Module ...............................................................)[ ...............................................................](Introduction to the Module ...............................................................)..................vii  \nUnit One: Analyze client support issues .................................................................. 1  \n1.1. Checking new problems logged by client 2  \n1.2. Checking previous logs for similar problems................................................ 3  \n1.3. Investigating and documenting support issues .............................................. 5  \n1.4. Providing support for clients on the investigated result .................................... 7  \n1.5. Obtaining feedback from client and making changes ...................................... 9  \nSelf-Check 1 . 13  \nOperation Sheet 1 ........................................................................................... 14  \nLap Test: Practical Demonstration for operation sheet 1 ............................................ 16  \nUnit Two: Provide advice on software, hardware or network ....................................... 17  \n2.1. Confirming software, hardware or network requirements....................................... 18  \n2.2. Investigating and documenting solution ........................................................... 20  \n1.3. Obtaining approval from client .............................................................. 21  \n1.4. Discussing and agreeing level of technical support....................................... 24  \n1.5. Arranging time with client and provide support........................................... 26  \n1.6. Providing manuals and help documentation ............................................... 27  \nSelf-Check 2................................................................................................. 29  \nUnit Three: Obtaining client feedback .................................................................. 30  \n3.1. Creating an appropriate evaluation or feedback form............................................ 31  \n3.2. Providing client to complete the form 32  \n3.3. Distributing evaluation or feedback form .................................................. 35  \n\n| Page iii | Federal TVET Agency Author/Copyright | Hardware and Network Servicing Level III | Version-1 |\n| --- | --- | --- | --- |\n|  |  |  | November 2023 |\n\n3.4. Reviewing feedback for improvement ...................................................... 36  \nSelf-Check 3. 39  \nUnit Four: Lead Workplace Communication .......................................................... 40  \n4.1. Selecting Communication Method .......................................................... 41  \n4.2. Making Constructive Contribution to workplace Discussion ........................... 44  \n4.3 . Organizing Information regarding problems and issues ................................ 46  \n4.4. Raising Communication problems and issues 47  \nSelf-Check 4................................................................................................. 48  \nReferences ................................................................................","cbCaiqOjE96PKrT4","https://ap.wps.com/l/cbCaiqOjE96PKrT4","pdf",733761,57,"English","# Acknowledgment\n# Acronym\n# Introduction to the Module\n# Unit One: Analyze client support issues\n## Checking new problems logged by client\n## Checking previous logs for similar problems\n## Investigating and documenting support issues\n## Providing support for clients on the investigated result\n## Obtaining feedback from client and making changes\n# Unit Two: Provide advice on software, hardware or network\n## Confirming software, hardware or network requirements\n## Investigating and documenting solution\n## Obtaining approval from client\n## Discussing and agreeing level of technical support\n## Arranging time with client and provide support\n## Providing manuals and help documentation\n# Unit Three: Obtaining client feedback\n## Creating an appropriate evaluation or feedback form\n## Providing client to complete the form\n## Distributing evaluation or feedback form\n## Reviewing feedback for improvement\n# Unit Four: Lead Workplace Communication\n## Selecting Communication Method\n## Making Constructive Contribution to workplace Discussion\n## Organizing Information regarding problems and issues\n## Raising Communication problems and issues\n# References\n# Developers Profile","[{\"question\":\"What is the purpose of the first level remote help desk module?\",\"answer\":\"It aims to enhance client satisfaction by resolving client problems and questions effectively and efficiently.\"},{\"question\":\"How does Unit One help support first level issues?\",\"answer\":\"It guides learners to check new problems, review previous logs for similar issues, investigate and document support issues, and then provide support based on the investigated results.\"},{\"question\":\"How is client feedback used in the module?\",\"answer\":\"The module includes creating evaluation/feedback forms, having clients complete them, distributing them, and reviewing feedback for improvement.\"}]","Hardware and Network Servicing Level-III - Providing First Level Remote Help Desk | PDF",1789842311,20]