Unit Plan Template for Tanya Spence
PTECH Help Desk Support
System
Project Duration: 6 Months (24 Weeks)
Applicable Grades: High School Grades 9-11
Subjects: Technology
Standards: Enter any applicable standards here
Created by: Tanya Spence – tspence_7@yahoo.com
Put an X next to key learning project elements included in this unit.
Yes
Elements of Project Learning
X
Organizes tasks around a driving questions
X
Engages students in in-depth inquiry
X
Includes a public audience
X
Establishes a need to know
X
Encourages voice and choice
X
Incorporates revision and reflection
X
Students work in teams
X
Students complete a teamwork agreement
X
Includes students in the defining stage of their project
X
Includes students in the planning stage of their project
X
Students manage the successful completion of their project
Includes students in the evaluation of their project
Project Overview
This project was developed for the sole purpose creating an in-house help desk support system
platform that will assist students, teachers, and administrative staff with technical support on a
daily basis with the ultimate goal of making the customer base technologically adept.
Project Outcomes
The outcome of this project is to create an in-house community of users who have the skills and
ability to use technology effectively and can troubleshoot minor problems that may arise without
the assistance of outside vendors. The motivation for a help desk system was to deliver
computer services to students, teachers and administrative staff while providing real-world
training to students interested in becoming computer technicians and network engineers. Using
students to teach their peers as well as faculty and staff represents the endeavor to deliver
timely and effective computer services in the current environment without having to utilize
outside sources. This is a great educational opportunity affording students the chance to run
their own business.
Schedule
This project will take approximately 6 months to fully accomplish. The schedule is as follows:
Date(s)
April 3, 2013 – April 17, 2013
Activities
Introduction to the entire project – Help Desk
System Defining phase
April 18, 2013 – June 26, 2013
Students get Mouse Squad certified through
computer-based training exercises in order to be
skilled in the technical aspects of running an
effective help desk system.
July 8, 2013 – September 8, 2013
Students create tangible artifacts for help desk
development such as a service request ticketing
system and customer feedback survey using
Google Docs.
September 9, 2013 – October 4, 2013
Based on customer feedback and service ticket
close-out develop an online technical knowledge
base for the end-user to solve minor technical
issues. Students also reflect on previous
practices and areas that are in need of
improvement.
Project Specifics
The goal of the project is to run a successful in-house help desk system operation
developed and implemented by our students.
The objectives students will be able to accomplish are as follows:
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Competently and confidently use the telephone to answer Help Desk calls.
Properly fill out a complete Work Order or Trouble Ticket at the Help Desk via
the telephone, email or In-person requests.
Develop a Help Desk script that can be utilized to service customer requests.
Develop an online knowledge base or technical support guide for users to solve
minor Help Desk issues.
Provide training to prospective customers such as students, teachers and
administration to upgrade their computer skills.
Provide timely computer support services to the entire school campus.
The deliverables are as follows:
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Online knowledge base or technical support guide to be utilized by our
customer base that includes students, teachers, and administrative staff.
Trouble ticket system that keeps track of all open and closed service calls.
Uniform script that provides proper communication and technical support
etiquette to our customer base.
Daily training and support to our customer base.
The equipment needed to successful complete the project include:
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A networked computer (PC-based) with Internet access
Computer Technician tool kits
Google Docs to post service requests
Assessment
The project will be evaluated by the number of service calls that have successfully
been resolved as well as through the use of an online survey that is completed by
our customer base for user-feedback purposes. As an educator responsible for
student learning and engagement, it is my goal to assess the students in written
format using a guided rubric and providing constructive feedback. I plan to also
use the information from the online surveys and service requests as well as the
online knowledgebase to provide in-depth critique based on industry standard
needs and outcomes.