contents suscipit, vicis praesent erat...sector electronics drafted on 24/11/13 sub-sector it...
TRANSCRIPT
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Contents 1. Introduction and Contacts…....P1
2. Qualifications Pack………....…....P2
3. OS Units……………..…..……...…….P3
4. Glossary of Key Terms..………..P19
5. Nomenclature for QP & OS…..P21
Qualifications Pack- Remote Helpdesk Technician
technology consul t ing
What are? Occupational Standards(OS)?
OS describe what
individuals need to do, know and understand in order to carry out a particular job role or function
OS are
performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding
Contact Us:
ESSCI, New Delhi Electronics Sector Skills Council of India 422, Okhla Industrial Estate, Phase-III, New Delhi-110020 E-mail: [email protected]
SECTOR: ELECTRONICS
SUB-SECTOR: IT Hardware
OCCUPATION: After Sales Support
REFERENCE ID: ELE/Q4604
ALIGNED TO: NCO-2004/5220.22
Remote Helpdesk Technician: Also called Remote Resolution Executive, the
Remote Helpdesk Technician provides customer support via telephone by
identifying, trouble shooting and resolving the technical queries.
Brief Job Description: The individual at work is responsible for receiving,
understanding and resolving customer’s technical queries through
telephone. The individual receives the customer query from customer-care
centre and then interacts with customer to identify the problem, understand
the cause, to trouble shoot and resolve the queries.
Personal Attributes: The job requires the individual to have: ability to
develop customer confidence while talking on phone; patience and positive
attitude towards work to listen to diverse set of customers.
EYE ON IT Current Industry Trends
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SOFTWARE Monthly Picks
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Introduction
QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY
Qualifications Pack For Remote Helpdesk Technician
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Qualifications Pack Code ELE/Q4604
Job Role Remote Helpdesk Technician
Credits(NSQF) TBD Version number 1.0
Sector Electronics Drafted on 24/11/13
Sub-sector IT Hardware Last reviewed on 24/12/13
Occupation After Sales Support Next review date 30/06/16
NSQC Clearance on 20/07/15
Job Role Remote Helpdesk Technician Also called ‘Remote Resolution Executive’
Role Description Receiving and understanding customer’s queries and resolving related problem technical through telephone
NSQF level
Minimum Educational Qualifications
Maximum Educational Qualifications
3
Diploma
B. E.
Training Not applicable
Minimum Job Entry Age 18 years
Experience 2 years in repair and customer handling for Diploma
Applicable National Occupational
Standards (NOS)
Compulsory:
1. ELE/N4606 Engage with customer on telephone
2. ELE/N4608 Diagnose, troubleshoot and resolve problems
3. ELE/N9909 Coordinate with colleagues and co-workers Optional: Not applicable
Performance Criteria As described in the relevant OS units
Job
Det
ails
ELE/N4606 Engage with customers on telephone
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Overview
This unit is about engaging with the customers who have called Customer-care Centre for registering complaints on concerns with their hardware equipment.
ELE/N4606 Engage with customers on telephone
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Unit Code ELE/N4606
Unit Title (Task)
Engage with customers on telephone
Description This OS unit is about engaging with customers who have called the customer care centre for registering complaints on concerns relating to their hardware equipment
Scope This unit/ task covers the following:
Understand the work requirement
Engage with the customer on phone
Collect customer information on phone
Start interacting with customer on phone
Record the customer details and document the call
Achieve productivity targets set by the company
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Understanding work requirement
To be competent, the user/ individual must be able to: PC1. receive instructions on daily target from superior PC2. receive instructions on handling specific customer with unresolved queries PC3. check customer care database for number of calls to be attended on a day
and type of queries PC4. coordinate with repair centre or field technician for specific queries PC5. receive training on latest versions of products/ technology and software
Engaging with Customers
To be competent, the user/ individual must be able to: PC6. call the customer or receive the customer call PC7. greet the customer and welcome the customer for customer care centre as
per company’s script PC8. introduce self and enquire about customer’s queries PC9. be polite and patient PC10. build customer confidence by following telephone etiquette as per
company’s policy PC11. accurately assess the customer’s requirement(s) PC12. make the customer comfortable by appropriately greeting and welcoming PC13. ensure there are no customer complaint on engagement aspect
Collecting customer information on phone
To be competent, the user/ individual must be able to: PC14. collect customer information such as name, account number, hardware
serial no. PC15. ask customer’s identity related questions such as name, date of birth, e-mail,
phone no. and reference no. of annual maintenance contract (AMC) PC16. ask for relevant documents to be sent if current address or identity does not
match with existing database PC17. inform customers about time-to-wait while checking for customer details in
the database
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ELE/N4606 Engage with customers on telephone
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Starting interaction with customer on phone
To be competent, the user/ individual must be able to: PC18. educate customer on relevant customer care policy of company PC19. inform customers about any new customer benefit policy / scheme
introduced by company such as online customer care, registering query through SMS
PC20. respond to all customer enquiries PC21. summarise and confirm all the information collected from customer for
mutual agreement on the nature or problem and likely causes
Recording customer details
To be competent, the user/ individual must be able to: PC22. record the customer and call details as per company policy PC23. document the customer details in the company’s ERP software for future
tracking and reference PC24. provide query reference number to customer for future references PC25. make no mistakes in capturing customer’s details PC26. rectify incorrect details in existing database to extent allowed by company
policy PC27. accurately record customer query for future references
Productivity To be competent, the user/ individual must be able to: PC28. achieve the target set for number of calls to attend in a period of time PC29. achieve the target set on number of calls to be closed successfully PC30. win customer’s confidence on company’s service standards
Knowledge and Understanding (K)
A. Organizational Context
(Knowledge of the
company /
organization and
its processes)
The individual on the job needs to understand: KA1. company’s policies on: customer care KA2. company’s code of conduct KA3. organisation culture and typical customer profile KA4. company’s reporting structure KA5. company’s documentation policy KA6. company’s line of business and product offerings KA7. company’s Human Resource and performance evaluation policy KA8. internal process system such as ERP followed in the organisation
B. Technical Knowledge
The individual on the job needs to know and understand: KB1. company’s products and recurring problems reported KB2. how to communicate with customers in order to put them at ease KB3. basic electronics of system hardware KB4. hardware maintenance KB5. functions of electrical and mechanical parts/ modules KB6. behavioural aspects and etiquette to be followed at customer’s interaction KB7. relevant reference sheets, manuals and documents to be used at work KB8. internal process system and their usage KB9. different models of after sales support provided by the company and KB10. different types of customer and the after sales support provided to them
ELE/N4606 Engage with customers on telephone
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Skills (S)
A. Core Skills/
Generic Skills
Reading, writing and computer skills
The individual on the job needs to know and understand how to: SA1. read the customer information from the database SA2. read text manuals regarding the hardware equipment issues SA3. to record the customer query details in the query log
B. Professional Skills
Interpersonal skills
The individual on the job needs to know and understand how to: SB1. develop a rapport with customers SB2. listen carefully and interpret their requirement SB3. suggest customer on possible solutions
Communication skills
The individual on the job needs to know and understand how to: SB4. seek inputs at assess the problems SB5. put the customer at ease and suggest solutions SB6. communicate in English and local language SB7. educate on precautions to be taken during the hardware usage for better
utilisation
Telephone etiquette
The individual on the job needs to know and understand: SB8. significance of following telephone etiquettes while interacting with
customers SB9. importance of being patient and courteous with all types of customers SB10. being polite and courteous under all circumstances
System operation skills
The individual on the job needs to know and understand how to: SB11. operate computer and internet SB12. use and understand Microsoft package SB13. operate company’s internal process software such as ERP for recording and
documenting the customer call
ELE/N4606 Engage with customers on telephone
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NOS Version Control
NOS Code ELE/N4606
Credits(NSQF) TBD Version number 1.0
Industry Electronics Drafted on 24/11/13
Industry Sub-sector IT Hardware Last reviewed on 24/12/13
Occupation After Sales Support Next review date 30/06/16
ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call
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Overview
This unit is about diagnosing the technical query raised by customers, perform troubleshooting and resolve the queries through telephone.
ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call
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Unit Code ELE /N4608
Unit Title (Task)
Diagnose, troubleshoot and resolve the customer query on call
Description This OS unit is about diagnosing the technical query raised by customers, perform troubleshooting and resolve the queries through telephone.
Scope This unit/ task covers the following:
Receive the customer query
Diagnose the problem by interacting with customer
Identify the cause of problem
Provide possible solutions for the query
Close the call
Interact with other departments regarding customer query:
Record and document the call
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Receiving customer’s query
To be competent, the user/ individual must be able to: PC1. receive the customer query details from Customer Care Centre PC2. develop basic understanding about the customer’s query PC3. get customer details, equipment reference information, warranty coverage,
service coverage and other relevant details for query resolutions PC4. use the company’s system (internal ERP software) to get customer details
and update the query in query log PC5. communicate to accurately gather required information PC6. identify correctly the problem first time to close the call within specified
turnaround time (TAT) PC7. identify whether the issue is software or hardware related
Diagnosing problem To be competent, the user/ individual must be able to: PC8. ask the customer regarding the complaint registered and listen carefully PC9. ask both open and close ended questions to understand the concerns PC10. interpret symptoms and relate to likely problem areas PC11. ask probing questions to customers to identify the problem PC12. broadly identify the area of software or hardware malfunction PC13. find the root cause of the problem PC14. decide to provide appropriate solution
Identifying cause of problem
To be competent, the user/ individual must be able to: PC15. record all the symptoms and identify problems such as cooling fan not
working, SMPS fault, Print head problem, broken switch PC16. guide the customer step-by-step on what function to be performed in the
system in order to diagnose PC17. visualise what is happening in the system by interacting with customers PC18. ask relevant questions to understand the software level issues faced such as
operating system corrupted, mistakenly installing a malware
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ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call
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PC19. ask relevant questions to customers to understand the hardware issues, for example – whether there is display issue; audio issue; not booting; printer heed not working
PC20. understand from customer on operating environment such as voltage fluctuation, customer negligence while handling the system
Providing solutions To be competent, the user/ individual must be able to: PC21. decide whether the query can be closed or resolved on phone PC22. provide technical assistance such as reinstalling the operating system,
uninstalling the malware, modifying the system configuration settings, reinstalling the driver software for software and system related issues
PC23. guide customers to check configuration settings to check the functioning of hardware and connection
PC24. guide customers to use special software that would diagnose and resolve common issues
PC25. educate about not using pirated or unlicensed software versions PC26. identify hardware related problems and transfer to field service team if it
can be resolved only y visiting customer’s premises PC27. inform customers on the field-service department that would resolve the
query and the estimated time period for resolution PC28. close the problems during the first call and avoid repeat / multiple calls for
closure PC29. resolve problems for the targeted number of calls per day or month PC30. resolve problems within specified time per customer without wasting time of
unrelated questioning or remote operations PC31. avoid rework or further complaints from customer on the same technical
issue PC32. satisfy the customer with the solution and receive positive feedback from
the customer PC33. document the resolution for future references PC34. achieve the target on number of call closures
Interacting with other departments
To be competent, the user/ individual must be able to: PC35. interact with customer care department to get customer and basic query
details PC36. coordinate with field team and assign them on the query by providing all
details on component failure, spares to be carried, etc PC37. interact with customer care centre if there are any wrong transfer and
educate them PC38. accurately decide on requirement transferring the query to field service
team PC39. avoid wrong transfer of queries to other department PC40. brief field technician accurately provide to enable smooth resolution without
the need for repeating the entire process with customer
Closing the call and recording customer details
To be competent, the user/ individual must be able to: PC41. check with customer about problems resolved PC42. achieve 100% customer on satisfaction and rework if necessary PC43. educate the customer on best way of using the equipment to avoid
ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call
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problems recurring in future PC44. provide query reference number to customer for future references PC45. document the problems resolved and those transferred to field service PC46. record call status: open or closed PC47. record any specific external environment that may help identify cause of
problems recurring in future PC48. record any query/ detail for which customer has to be called back PC49. provide clear picture of problems encountered earlier on the same product
and resolution provided PC50. accurately document all customer and query details for future reference
Knowledge and Understanding (K)
A. Organizational Context
(Knowledge of the
company /
organization and
its processes)
The individual on the job needs to know and understand: KA1. company’s policies on: customer care KA2. company’s code of conduct KA3. organisation culture and typical customer profile KA4. company’s reporting structure KA5. company’s documentation policy KA6. company’s line of business and product offerings KA7. company’s Human Resource and performance evaluation policy KA8. internal process system such as ERP followed in the organisation KA9. organisation’s Customer Relationship Management (CMR) policy
B. Technical Knowledge
The individual on the job needs to know and understand: KB1. basic electronics involved in the hardware KB2. different types of IT hardware products and their operating systems KB3. different types of peripherals KB4. functions of electrical and mechanical parts/ modules KB5. typical customer profile KB6. company’s portfolio of products and that of competitors KB7. different modules in multiple IT hardware equipments, for example in
computers ,SMPS, drivers, hard disk, battery, mother board KB8. components and their basic function in various modules in the hardware KB9. basics of repair of hardware KB10. how to use reference manuals KB11. the use of typical Microsoft office package versions KB12. voltage and power requirement for different hardware devices KB13. memory, input, output and storage devices KB14. how to operate the system and other hardware peripherals KB15. controls of different peripherals, storage and networking devices KB16. different models of after sales support such as in house, AMC, Franchisee
and their details KB17. quality standards to be followed
Skills (S)
A. Core Skills/ Reading, writing and computer operations skills
The individual on the job needs to know and understand how to:
ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call
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Generic Skills SA1. read the customer information from the database SA2. read text manuals regarding the hardware equipment issues SA3. record the customer query details in the query log
Teamwork and multitasking
The user/individual on the job needs to know and understand how: SA1. to share work load as required SA2. to achieve the targets given on number of calls and closure SA3. to work with Customer Care as well as Field Technicians
B. Professional Skills
Interpersonal skills
The individual on the job needs to know and understand how to: SB1. develop a rapport with customers on phone SB2. listen carefully and interpret their requirement SB3. to suggest customer on possible solutions
Hardware equipment operation and repairing
The individual on the job needs to know and understand: SB4. how to operate different IT hardware such as desktops, printer, scanner,
network devices SB5. physical modules, components and internal software associated with these
hardware equipment SB6. In-depth product operation and use of the specific product handled example,
for printer one should know about type of printers such as dot matrix, Ink jet and Laser jet, printer technologies, printer parts, opening & assembling of printer, error codes, print server configuration, etc.
SB7. basic repair works performed in these equipment
Communication skills
The individual on the job needs to know and understand how to: SB8. seek inputs at assess the problems SB9. put the customer at ease and suggest solutions SB10. communicate in local language SB11. educate on precautions to be taken during the hardware usage for better
utilisation
Telephone etiquette
The individual on the job needs to know and understand: SB12. significance of following telephone etiquette while interacting with
customers SB13. importance of being patient and courteous with all types of customers SB14. being polite and courteous under all circumstances SB15. how to build customer’s confidence
Critical thinking
The user/individual on the job needs to know and understand how:
ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call
13
SB16. to spot process disruptions and delays SB17. to report on any customer concerns to superiors without delay
Decision making
The user/individual on the job needs to know and understand how: SB18. to decide on query resolution and call closure of non technical queries SB19. to decide on the department the query needs to be transferred for right
resolution
Interpreting skills
The user/individual on the job needs to know and understand how: SB20. to ask relevant questions to deduct the problem in hardware equipment SB21. interpret the concerns and provide possible solutions to the customer
ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call
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NOS Version Control
NOS Code ELE/N4608
Credits(NSQF) TBD Version number 1.0
Industry Electronics Drafted on 24/11/13
Industry Sub-sector IT Hardware Last reviewed on 24/12/13
Occupation After Sales Support Next review date 30/06/16
ELE/N9909 Coordinate with colleagues and co-workers
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15
Overview
This unit is about the individual’s level of communication with colleagues and other departments within the organisation. It determines the ability to work as a team member to achieve the required deliverables on schedule.
ELE/N9909 Coordinate with colleagues and co-workers
16
Unit Code ELE/N9909
Unit Title (Task)
Coordinate with colleagues
Description This OS unit is about communicating with colleagues and seniors in order to achieve smooth work flow
Scope This unit/ task covers the following:
Interact with supervisor or superior
Coordinate with colleagues
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria Interacting with supervisor
To be competent, the user/ individual must be able to: PC1. understand and assess work requirements PC2. understand the targets and incentives PC3. understand new operating procedures and constraints PC4. report problems in the field PC5. resolve personnel issues PC6. receive feedback on work standards and customer satisfaction PC7. communicate any potential hazards at a particular location PC8. meet given targets PC9. deliver work of expected quality despite constraints PC10. receive positive feedback on behaviour and attitude shown during
interaction
Coordinating with colleagues
To be competent, the user/ individual must be able to: PC11. interact with colleagues from different functions and understand the nature
of their work PC12. receive spares from tool room or stores; deposit faulty modules and tools to
stores PC13. pass on customer complaints to colleagues in a respective geographical area PC14. assist colleagues with resolving field problems PC15. resolve conflicts and achieve smooth workflow PC16. follow the company policy during cross functional interaction
Knowledge and Understanding (K)
A. Organizational Context
(Knowledge of the
company /
organization and
its processes)
The individual on the job needs to know and understand: KA1. company’s policies on: incentives, delivery standards, and personnel
management KA2. importance of the individual’s role in the workflow KA3. reporting structure
B. Technical Knowledge
The individual on the job needs to know and understand: KB1. how to communicate effectively
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ELE/N9909 Coordinate with colleagues and co-workers
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KB2. how to build team coordination
Skills (S)
A. Core Skills/
Generic Skills
Teamwork and multitasking
The individual on the job needs to know and understand how: SA1. to deliver product to next work process on time
B. Professional Skills
Decision making
The individual on the job needs to know and understand: SB1. how to report potential areas of disruptions to work process SB2. when to report to supervisor and when to deal with a colleague depending
on the type of concern
Reflective thinking
The individual on the job needs to know and understand: SB3. how to improve work process
Critical thinking
The individual on the job needs to know and understand: SB4. how to spot process disruptions and delays
ELE/N9909 Coordinate with colleagues and co-workers
18
NOS Version Control
NOS Code ELE/N9909
Credits(NSQF) TBD Version number 1.0
Industry Electronics Drafted on 17/11/13
Industry Sub-sector IT Hardware Last reviewed on 24/12/13
Occupation After Sales Support Next review date 30/06/16
Qualifications Pack For Remote Helpdesk Technician
19
Keywords /Terms Description
Sector Sector is a conglomeration of different business operations having similar business and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests.
Sub-sector Sub-sector is derived from a further breakdown based on the characteristics and interests of its components.
Occupation Occupation is a set of job roles, which perform similar/ related set of functions in an industry.
Function Function is an activity necessary for achieving the key purpose of the sector, occupation, or an area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of OS.
Sub-function Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function.
Job role Job role defines a unique set of functions that together form a unique employment opportunity in an organisation.
Occupational Standards (OS)
OS specify the standards of performance an individual must achieve when carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. Occupational Standards are applicable both in the Indian and global contexts.
Performance Criteria Performance criteria are statements that together specify the standard of performance required when carrying out a task.
National Occupational Standards (OS)
NOS are occupational standards which apply uniquely in the Indian context.
Qualifications Pack (QP) QP comprises the set of OS, together with the educational, training and other criteria required to perform a job role. A QP is assigned a unique qualifications pack code.
Unit Code Unit code is a unique identifier for an Occupational Standard, which is denoted by an ‘N’
Unit Title Unit title gives a clear overall statement about what the incumbent should be able to do.
Description Description gives a short summary of the unit content. This would be helpful to anyone searching on a database to verify that this is the appropriate OS they are looking for.
Scope Scope is a set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on quality of performance required.
Knowledge and Understanding
Knowledge and understanding are statements which together specify the technical, generic, professional and organisational specific knowledge that an individual needs in order to perform to the required standard.
Organisational Context Organisational context includes the way the organisation is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility.
Technical Knowledge Technical knowledge is the specific knowledge needed to accomplish
D
efin
itio
ns
Qualifications Pack For Remote Helpdesk Technician
20
specific designated responsibilities.
Core Skills/ Generic Skills
Core skills or generic skills are a group of skills that are the key to learning and working in today’s world. These skills are typically needed in any work environment in today’s world. These skills are typically needed in any work environment. In the context of the OS, these include communication related skills that are applicable to most job roles.
Keywords /Terms Description
NOS National Occupational Standard(s)
NVQF National Vocational Qualifications Framework
NSQF National Qualifications Framework
NVEQF National Vocational Education Qualifications Framework
QP Qualifications Pack
Acr
on
yms
Qualifications Pack For Remote Helpdesk Technician
21
Annexure
Nomenclature for QP and NOS
Qualifications Pack
[ABC]/ Q 0101
Occupational Standard An example of NOS with ‘N’
[ABC] /N0101
Q denoting Qualifications Pack
Occupation (2 numbers)
QP number (2 numbers)
9 characters
N denoting National Occupational Standard Occupation (2 numbers)
OS number (2 numbers)
9 characters
Back to top…
[Insert 3 letter code for SSC]
[Insert 3 letter code for SSC]
Occupation (2 numbers)
Qualifications Pack For Remote Helpdesk Technician
22
The following acronyms/codes have been used in the nomenclature above:
Sub-sector Range of Occupation
numbers
Passive Components 01 - 10
Semiconductors 11 - 20
PCB Manufacturing 21 - 30
Consumer Electronics 31 - 40
IT Hardware 41 - 50
PCB Assembly 51 - 55
Solar Electronics 56 - 60
Strategic Electronics 61 - 65
Automotive Electronics 66 - 70
Industrial Electronics 71 - 75
Medical Electronics 76 - 80
Communication Electronics 81 - 85
PCB Design 86 - 90
LED 91 - 95
Generic Occupation 96 - 99
Sequence Description Example
Three letters Industry name ELE
Slash / /
Next letter Whether QP or NOS Q / N
Next two numbers Occupation code 01
Next two numbers OS number 01
Qualifications Pack For Remote Helpdesk Technician
23
CRITERIA FOR ASSESSMENT OF TRAINEES
Job Role Remote Helpdesk Technician
QP # ELE/Q4604
Sector Skill Council Electronics Sector Skills Council of India
Guidelines for Assessment: 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC. 2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC. 3. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below) 4. Individual assessment agencies will create unique evaulations for skill practical for every student at each examination/training center based on this criteria 5. To pass the Qualification Pack , every trainee should score a minimum of 70% in every NOS 6. In case of successfully passing only certain number of NOS's, the trainee is eligible to take subsequent assessment on the balance NOS's to pass the Qualification Pack.
Marks Allocation
Element Performance Criteria Total
Marks Out Of Theory
Skills Practical
ELE/N4606 Engage with customer on telephone
Understanding work requirement
PC1. receive instructions on daily target from superior
3 1 2
PC2. receive instructions on handling specific customer with unresolved queries 3 1 2
PC3. check customer care database for number of calls to be attended on a day and type of queries 3 1 2
PC4. coordinate with repair centre or field technician for specific queries 3 1 2
PC5. receive training on latest versions of products/ technology and software 3 1 2
Engaging with Customers
PC6. call the customer or receive the customer call 4 2 2
PC7. greet the customer and welcome the customer for customer care centre as per company’s script 4 2 2
PC8. introduce self and enquire about customer’s queries 4 2 2
PC9. be polite and patient 4 2 2
PC10. build customer confidence by following telephone etiquette as per company’s policy 4 2 2
PC11. accurately assess the customer’s requirement(s) 3 1 2
PC12. make the customer comfortable by appropriately greeting and welcoming 3 1 2
Qualifications Pack For Remote Helpdesk Technician
24
PC13. ensure there are no customer complaint on engagement aspect 3 1 2
Collecting customer information on phone
PC14. collect customer information such as name, account number, hardware serial no. 4 2 2
PC15. ask customer’s identity related questions such as name, date of birth, e-mail, phone no. and reference no. of annual maintenance contract (AMC)
4 2 2
PC16. ask for relevant documents to be sent if current address or identity does not match with existing database
4 2 2
PC17. inform customers about time-to-wait while checking for customer details in the database
4 2 2
Starting interaction with customer on
phone
PC18. educate customer on relevant customer care policy of company
4 2 2
PC19. inform customers about any new customer benefit policy / scheme introduced by company such as online customer care, registering query through SMS
3 1 2
PC20. respond to all customer enquiries
3 1 2
PC21. summarise and confirm all the information collected from customer for mutual agreement on the nature or problem and likely causes
3 1 2
Recording customer details
PC22. record the customer and call details as per company policy
3 1 2
PC23. document the customer details in the company’s ERP software for future tracking and reference
3 1 2
PC24. provide query reference number to customer for future references
3 1 2
PC25. make no mistakes in capturing customer’s details
3 1 2
PC26. rectify incorrect details in existing database to extent allowed by company policy
3 1 2
PC27. accurately record customer query for future references
3 1 2
Productivity
PC28. achieve the target set for number of calls to attend in a period of time
3 1 2
PC29. achieve the target set on number of calls to be closed successfully
3 1 2
PC30. win customer’s confidence on company’s service standards
3 1 2
TOTAL 100 40 60
ELE/N4608 Diagnose, troubleshoot and resolve problems
Receiving customer’s query
PC1. receive the customer query details from Customer Care Centre
100
2 1 1
PC2. develop basic understanding about the customer’s query 2 1 1
PC3. get customer details, equipment reference information, warranty coverage, service coverage and other relevant details for query resolutions
2 1 1
PC4. use the company’s system (internal ERP software) to get customer details and update the query in query log
2 1 1
PC5. communicate to accurately gather required information 2 1 1
Qualifications Pack For Remote Helpdesk Technician
25
PC6. identify correctly the problem first time to close the call within specified turnaround time (TAT) 2 1 1
PC7. identify whether the issue is software or hardware related 2 1 1
Diagnosing problem
PC8. ask the customer regarding the complaint registered and listen carefully 2 1 1
PC9. ask both open and close ended questions to understand the concerns 2 1 1
PC10. interpret symptoms and relate to likely problem areas 2 1 1
PC11. ask probing questions to customers to identify the problem 2 1 1
PC12. broadly identify the area of software or hardware malfunction 2 1 1
PC13. find the root cause of the problem 2 1 1
PC14. decide to provide appropriate solution 2 1 1
Identifying cause of problem
PC15. record all the symptoms and identify problems such as cooling fan not working, SMPS fault, Print head problem, broken switch
2 1 1
PC16. guide the customer step-by-step on what function to be performed in the system in order to diagnose 2 1 1
PC17. visualise what is happening in the system by interacting with customers 2 1 1
PC18. ask relevant questions to understand the software level issues faced such as operating system corrupted, mistakenly installing a malware
2 1 1
PC19. ask relevant questions to customers to understand the hardware issues, for example – whether there is display issue; audio issue; not booting; printer heed not working
2 1 1
PC20. understand from customer on operating environment such as voltage fluctuation, customer negligence while handling the system
2 1 1
Providing solutions
PC21. decide whether the query can be closed or resolved on phone 2 1 1
PC22. provide technical assistance such as reinstalling the operating system, uninstalling the malware, modifying the system configuration settings, reinstalling the driver software for software and system related issues
2 1 1
PC23. guide customers to check configuration settings to check the functioning of hardware and connection 2 1 1
PC24. guide customers to use special software that would diagnose and resolve common issues 2 1 1
PC25. educate about not using pirated or unlicensed software versions 2 1 1
PC26. identify hardware related problems and transfer to field service team if it can be resolved only y visiting customer’s premises
2 1 1
PC27. inform customers on the field-service department that would resolve the query and the estimated time period for resolution
2 1 1
PC28. close the problems during the first call and avoid repeat / multiple calls for closure 2 1 1
Qualifications Pack For Remote Helpdesk Technician
26
PC29. resolve problems for the targeted number of calls per day or month 2 1 1
PC30. resolve problems within specified time per customer without wasting time of unrelated questioning or remote operations
2 1 1
PC31. avoid rework or further complaints from customer on the same technical issue 2 1 1
PC32. satisfy the customer with the solution and receive positive feedback from the customer 2 1 1
PC33. document the resolution for future references 2 1 1
PC34. achieve the target on number of call closures 2 1 1
Interacting with other departments
PC35. interact with customer care department to get customer and basic query details 2 1 1
PC36. coordinate with field team and assign them on the query by providing all details on component failure, spares to be carried, etc
2 1 1
PC37. interact with customer care centre if there are any wrong transfer and educate them 2 1 1
PC38. accurately decide on requirement transferring the query to field service team 2 1 1
PC39. avoid wrong transfer of queries to other department 2 1 1
PC40. brief field technician accurately provide to enable smooth resolution without the need for repeating the entire process with customer
2 1 1
Closing the call and recording customer
details
PC41. check with customer about problems resolved 2 0 2
PC42. achieve 100% customer on satisfaction and rework if necessary 2 0 2
PC43. educate the customer on best way of using the equipment to avoid 2 0 2
PC44. provide query reference number to customer for future references 2 0 2
PC45. document the problems resolved and those transferred to field service 2 0 2
PC46. record call status: open or closed 2 0 2
PC47. record any specific external environment that may help identify cause of problems recurring in future 2 0 2
PC48. record any query/ detail for which customer has to be called back 2 0 2
PC49. provide clear picture of problems encountered earlier on the same product and resolution provided 2 0 2
PC50. accurately document all customer and query details for future reference 2 0 2
TOTAL 100 40 60
ELE/N9909 Coordinate with colleagues and co-workers Optional:
Qualifications Pack For Remote Helpdesk Technician
27
Not
Interacting with supervisor
PC1. understand and assess work requirements
100
7 3 4
PC2. understand the targets and incentives 7 3 4
PC3. understand new operating procedures and constraints 7 3 4
PC4. report problems in the field 7 3 4
PC5. resolve personnel issues 6 3 3
PC6. receive feedback on work standards and customer satisfaction 6 3 3
PC7. communicate any potential hazards at a particular location 6 3 3
PC8. meet given targets 6 3 3
PC9. deliver work of expected quality despite constraints 6 2 4
PC10. receive positive feedback on behaviour and attitude shown during interaction 6 2 4
Coordinating with colleagues
PC11. interact with colleagues from different functions and understand the nature of their work 6 2 4
PC12. receive spares from tool room or stores; deposit faulty modules and tools to stores 6 2 4
PC13. pass on customer complaints to colleagues in a respective geographical area 6 2 4
PC14. assist colleagues with resolving field problems 6 2 4
PC15. resolve conflicts and achieve smooth workflow 6 2 4
PC16. follow the company policy during cross functional interaction 6 2 4
TOTAL 100 40 60
Qualifications Pack For Remote Helpdesk Technician
28