NDLI: Developing student help desk consultants: a skill-based modular approach

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Developing student help desk consultants: a skill-based modular approach

Content Provider	ACM Digital Library
Author	Benatan, Ethan McGarrity, Jerry
Abstract	Student Help Desk consultants are an essential resource in most college IT departments. Hiring and training these students presents special challenges: consultants need a set of skills that is both wide and deep, and supervisors may be unsure which skills to hire for and which to train for, how to provide training, and how to measure competency. At Duquesne University we have created a system for developing skilled consultants that is based on: how easy a skill is to teach; which mode of teaching best lends itself to a particular skill; and the need to accommodate different learning styles in the students.We first grouped the skills into five core competency areas: technical knowledge, troubleshooting and problem-solving, knowledge of our structure and procedure, customer service skills, and professional behavior. We then identified five modalities for acquiring these skills in our consultants, being:hire people with the skill;provide classroom training;train through apprenticeship;rely on independent learning; orprovide ongoing training.Different skill sets are emphasized within each modality, but most are addressed across several modalities so as to ensure mastery and accommodate different learning styles. For example, attitude and interpersonal skills are heavily weighted in the hiring criteria. Formal instruction in customer service skills is then provided in a classroom setting and application of these skills is emphasized in the apprenticeship phase of training. Finally, customer service skills may be further developed through independent learning and ongoing training.We use this approach to structure all phases of consultant development: candidate selection, training, evaluation, and ongoing support. This poster presentation provides an overview of the analysis and plan, together with a selection of the instruments (forms, tests, etc.) that we use in each phase.
Starting Page	223
Ending Page	226
Page Count	4
File Format	PDF
ISBN	1581133820
DOI	10.1145/500956.501010
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2001-10-17
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Employee training Skill building Student employees Help desk employees
Content Type	Text
Resource Type	Article

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