HSC COURSE
(AGHS 2005)

• Write a Job Description for the position - this could be in the form of an advertisement or Expression of Interest
• Create a duty statement which lists the actual tasks to be performed by the person in the position
• Design an Application Form for the position - use tables in Microsoft Word

• Summarise the 6 main Key Players in the IT Industry (see p26-28 of the text Communicating in an IT Environment). These are:-
  • IT Vendors
  • IT Profesisonal bodies
  • Government departments
  • Industry Publications
  • Employer organisations
  • Unions
• Find an (online) example of each type of Key Player
• Locate the Technology section of the Sydney Morning Herald (or another newspaper) and write about its features. Use an online resource wherever possible.

Refer to the ACS IT Careers or MyCareer websites to research and list 2 IT jobs for each of the following categories:-

• IT Manufacturing
• Software development
• Software and Hardware Management
• Support and Training

An IT department in an organisation will normally have a number of specific tasks - this being a help desk, mainteneance and customer service role. Each activity below outlines one aspect of this role.

These activities use the EdSonic file Workplace Communication - Verbal. At school, this can be found on the 'O' drive under the Information Technology folder.

• Read Section 1 - The communication process (p10-13)
• Complete Activity 1 (p14-15)
• Read Communication Flows (p16-17)
• Complete Activity 2 (p18)
• Read Communication Breakdown (p19-23)
• Complete Activity 3 (p23)

Complete worksheet - Forms of Communication

1. Client requests and inquiries are received in a polite and courteous manner.
2. An effective service environment is created through verbal and non-verbal communication.
3. Questioning and active listening are used to determine client support.

• What is a Client? (Definition)
• Think of examples where you have been a client.
• External and Internal Clients - JMatch Activity
• Greeting clients:- (Make notes for each point)
  • Be pleasant and well mannered
  • Body Language
  • Making a good impression
  • Phone greetings
  • The language you use - role plays
  • Technical or everyday words
  • Active listening - Role play from transcript using open and closed questions.

1. Inquiries are answered promptly
2. Requests are referred to appropriate personnel
3. Messages or information are recorded and passed on appropriately
4. Clients are informed of the process and progress of action
5. Follow-up action is taken according to organisational policy if required

These activities are based on the OTEN Publication Communicating in the IT Workplace - Section 2: Creating an effective Service Environment.

• Audit Trails
• Using Help Desk software.
  • Download a demo of iTrack Workgroup
• Using the Phone
• Workplace Documents - complete all activitie
• The Help Desk Process / Flowchart activity

On this page you will find references and class work developed for students studying Information Technology (VET) in Years 11 and 12.
This page is constantly under construction.