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Questions and Answers
What does SC2 in the text refer to?
What does SC2 in the text refer to?
- Using information technology effectively to input data accurately
- Keeping up to date with changes, procedures, and practices in your role
- Storing and retrieving information (correct)
- Identifying and referring anomalies in data
Which National Occupational Standard (NOS) is associated with dealing remotely with customer queries - Domestic?
Which National Occupational Standard (NOS) is associated with dealing remotely with customer queries - Domestic?
- IT-ITeS Business Process Management
- SSC/N3021 (correct)
- TBD Version number 1.0
- SSC/N9001
What is the focus of the unit SSC/N9001?
What is the focus of the unit SSC/N9001?
- Using information technology effectively
- Keeping up to date with changes in the industry
- Identifying and referring anomalies in data
- Managing work to meet requirements (correct)
Which of the following is NOT a key aspect of managing work according to the text?
Which of the following is NOT a key aspect of managing work according to the text?
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What does SC3 involve according to the text?
What does SC3 involve according to the text?
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Which industry sub-sector does SSC/N3021 primarily relate to?
Which industry sub-sector does SSC/N3021 primarily relate to?
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Study Notes
IT-ITeS Helpdesk Overview
- IT-ITeS stands for Information Technology-Information Technology enabled Services
- Helpdesk is an entity where customers report their IT problems
- IT Service Helpdesk Attendant is responsible for managing the helpdesk
Qualifications and Frameworks
- OS stands for Occupational Standard(s)
- NOS stands for National Occupational Standard(s)
- QP stands for Qualifications Pack
- UGC stands for University Grants Commission
- MHRD stands for Ministry of Human Resource Development
- MoLE stands for Ministry of Labour and Employment
- NVEQF stands for National Vocational Education Qualifications Framework
- NVQF stands for National Vocational Qualifications Framework
- NSQF stands for National Skill Qualification Framework
Occupational Standard for Helpdesk
- Scope includes statements specifying the range of variables that an individual may have to deal with in carrying out the function
- Knowledge and Understanding include technical, generic, professional, and organisational specific knowledge required to perform to the required standard
Job Description for Customer Relationship Management
- Occupation: Customer Relationship Management
- Reference ID: SSC/Q2211
- Aligned to: NCO-2015/5244.0201
- Job role includes resolving queries and customer cases over web-chat or email
- Personal attributes required include excellent communication skills and the ability to work independently or collaboratively
Key Skills for Helpdesk
- Use information technology effectively to input and/or extract data accurately
- Store and retrieve information
- Identify and refer anomalies in data
- Keep up-to-date with changes, procedures, and practices in the role
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