You are on page 1of 63

APU Technical Assistant

Support Team
Attachment Program Training Manual


Name: ___________________________________

Mentors Names: _________________________

Godparents Names: ______________________

Group No.: _______________________________
APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 2 of 63

Table of Contents
1.0 Introduction ........................................................................................................................................ 4
1.1 Technology Services Functional Organization Chart ........................................ 4
1.2 APU Technical Assistant Support Team Organization Chart ......................... 5
2.0 Code of Conduct ................................................................................................................................. 6
2.1 Purpose of Code of Conduct ....................................................................................... 6
2.2 General Principles .......................................................................................................... 6
2.3 Professional Dress Code .............................................................................................. 6
3.0 Job Scope of the Board Members ................................................................................................ 7
3.1 Lab Chief & Assistant Lab Chief ................................................................................. 7
3.2 Secretary ............................................................................................................................ 7
3.3 Admin Department ........................................................................................................ 7
3.4 Hardware Department ................................................................................................. 7
3.5 Software Department .................................................................................................... 7
3.6 Corporate Training Department ............................................................................... 7
3.7 Human Resource Department ................................................................................... 7
4.0 Daily Operation Routines ............................................................................................................... 8
4.1 Computer Labs Startup and Shutdown Operation ............................................ 8
4.2 Printing Counter Facilities .......................................................................................... 8
4.3 Inventories Management ............................................................................................. 8
4.4 Lab Reservation System ............................................................................................... 9
4.5 Lab PC Login, BYOD, Webmail & Webspace Management ............................. 9
4.6 Lab PC Login Troubleshooting .................................................................................. 9
4.7 Quality Control (QC) ...................................................................................................... 9
4.8 Student ID and Formal Attire .................................................................................. 10
4.9 Telephone System ....................................................................................................... 10
4.10 Cloudmail System ........................................................................................................ 10
4.10.1 E-mail Signature ............................................................................................................ 10
4.10.2 Duty Request .................................................................................................................. 11
4.10.3 TPM P-Counter Update ............................................................................................... 12
4.10.4 TPM P-Counter Projector Loaning Update ......................................................... 13
4.10.5 P-Counter A4 Paper Stock Request ....................................................................... 14
4.10.6 MINES P-Counter Update .......................................................................................... 15
APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 3 of 63

4.10.7 Rounding Update .......................................................................................................... 16
4.10.8 QC Update ........................................................................................................................ 17
4.10.9 QC Softcopy Update ..................................................................................................... 18
5.0 Summary of TA Duties ................................................................................................................. 21
5.1 P-Counter (TPM & Mines) ........................................................................................ 21
5.2 Rounding (TPM & MINES)........................................................................................ 21
5.3 QC (TPM, ENT3, MINES & SCP) .............................................................................. 22
5.4 Rounding & QC (SCP) ................................................................................................. 22
6.0 Appendix ........................................................................................................................................... 23
6.1 Duty Released and Replaced Form ....................................................................... 23
6.2 General Meeting Absent Form ................................................................................ 24
6.3 Duty Quota Letter ........................................................................................................ 25
6.4 Personal Claim Form .................................................................................................. 26
6.5 Special Task Claim Form (White Form) .............................................................. 27
7.0 Notes ................................................................................................................................................... 28
7.1 Problem Solving ........................................................................................................... 29
7.2 Daily Operation Routines ......................................................................................... 30
7.3 Administrative Skills .................................................................................................. 34
7.4 Hardware Skills ............................................................................................................ 39
7.5 Quality Control (QC) Skills ....................................................................................... 42
7.6 Software Skills .............................................................................................................. 44
7.7 Corporate Training ..................................................................................................... 47
7.8 Practical Training Session Attendance ................................................................ 49
7.9 Communication Skills ................................................................................................ 50
7.9.1 Technical Assistants ........................................................................................................ 50
7.9.2 Technology Services Staff ............................................................................................... 53
7.10 Learning Logs ................................................................................................................ 54


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 4 of 63

1.0 Introduction
APU Technical Assistant Support Team is grouped by APUs students and lead by Technology Services (TS) Department. As a Technical Assistant
(TA), the person has been trained to assist in supporting the daily operational activities of the computer labs, the areas of the end user support,
software and hardware installation, lab maintenance and student lab enquiry services which are provided by APU.
1.1 Technology Services Functional Organization Chart

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 5 of 63

1.2 APU Technical Assistant Support Team Organization Chart

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 6 of 63

2.0 Code of Conduct
2.1 Purpose of Code of Conduct
The purpose of code of conduct is to provide Technical Assistants with guidance on the
standards of behavior expected of them in performing their duties of employment and in their
dealings with other Technical Assistants, students, staffs and any other member of APU.
2.2 General Principles
All general and academic employees have a responsibility to:
Respect and uphold the good name of the University.
Treat other employees and students with fairness, courtesy, respect and without
discrimination.
Act honestly, avoiding situations which may give rise to a conflict of interest or the
perception of such a conflict.
Carry out their duties in a professional, responsibilities and diligent manner.
2.3 Professional Dress Code
We are looking forward to see our Technical Assistants with professional dressing all
time in APU. Following are some guidance of what kind of dressing code we expect from
Technical Assistant:-
Required Mens Clothing
- Shirt (tucked-in) (if long sleeve shirt, do not fold up the sleeves)
- Necktie
- Formal belt
- Long pants
- Slacks
- Black formal shoes
Required Ladies Clothing
- Blouse
- Skirt
- Long pants
- Slacks
- Sandals
- High heels

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 7 of 63

3.0 Job Scope of the Board Members
The Board Members consist of the Lab Chief, Assistant Lab Chief, Secretary and the five main
departments. Each department consists of a head who leads the department with the help of
assistant(s). The following are the job scopes of the Board Members.
3.1 Lab Chief & Assistant Lab Chief
The Lab Chief and Assistant Lab Chief are the top positions in the Hierarchy of Technical
Assistant Team that act as the intermediary between Technology Services (TS) and Technical
Assistants (TAs) in terms of communication channel. According to the flow of hierarchy, TS
will distribute the job task to the Lab Chief or Assistant Lab Chief, and then they will manage
it and distribute the task to the TAs. They will report to TS once the task is done.
3.2 Secretary
The Secretary has the responsibility to assist the Lab Chief and Assistant Lab Chief. However,
the Secretary concentrates more on documentation and monitoring the Admin Department.
3.3 Admin Department
Admin Department is responsible for all the documentation in the TA team, which are under
the supervision of the Secretary.
3.4 Hardware Department
Hardware Department is responsible for all the computer equipment within APU.
3.5 Software Department
Software Department is responsible for all the copyright issues of software and maintaining
the software in the computer labs of APU.
3.6 Corporate Training Department
Corporate Training Department is responsible for preparing classes that will be used for
training purposes. The conducted classrooms will be located in Mines and also some specific
labs in TPM based on the requirements.
3.7 Human Resource Department
Human Resource Department is responsible for the process of acquiring and appraising
Technical Assistants.
APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 8 of 63

4.0 Daily Operation Routines
4.1 Computer Labs Startup and Shutdown Operation
One of the main responsibilities of TAs is the opening and closing of the computer labs. This
task is usually done by the Shift 1 and Shift 6 rounder on duty. All labs have to be opened
before the morning classes at 8:30am, therefore requiring the TAs to be present and on duty at
8:15am to open the labs.
The closing of the labs, however, must follow their own specific operational hours. In TPM,
all labs have to be closed at 7:00pm with the exception to Lab 3 and 4 which are closed at
9:30pm as well as Corporate Training classes being held in the lab itself. In MINES, the closing
time is 7:45pm and in SCP, it is 5:00pm.
If the lab itself is empty and it is approaching the end of operational hours, the rounder can go
ahead and begin turning off the lab early.
4.2 Printing Counter Facilities
Another responsibility of TAs is managing printing and scanning services at the Resource Lab
as known as P-Counter. This task is done by the TA on P-Counter duty.
All printers are able to print both colour as well as black & white documents. The students
need to only change the printers properties of their document to grayscale if they want it to be
in black & white document, because by default the printers will print out in colour.
Additionally, scanning services are free and available by using the printer/scanner located next
to the Resource Lab PC.
The TA must ensure that all print jobs are done smoothly, at the same time providing free
scanning services to the student. The TA must also readily help those students who have
printing problems. If there are faulty pages and/or lab documents which are unpaid, it has to
be keyed into the Faulty Pages Log which can be found in the Resource Lab PC.
4.3 Inventories Management
All inventories such as projectors, speakers, QC laptops, printer toners, CDs, tools and
equipment have to be listed in the loaning log that is available in Helpdesk. The TA on P-
Counter duty is responsible for verifying any inventories loaned and returned. This is an
important step to keep track of the inventories and preventing loss of items.
Projectors are available to loan out to students and lecturers for the events held in the TPM
foyer or other purposes IF AND ONLY IF they acquired permission from the Technology
Services staff. For loaning projectors, the TA on P-Counter duty has to send two e-mails to
inform all TAs one when it is loaned out and another when it is returned.
APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 9 of 63

On the other hand, whenever a TA changes toner for a printer in the P-Counter, he/she must
send an e-mail to update everyone about the remaining stock of printer toners, drums, fusers
and belts. The same goes to the P-Counter person when the vendor delivers additional stocks.
4.4 Lab Reservation System
Preparing lab reservation schedules for all labs is done by Shift 6 TA on P-Counter duty in
TPM and MINES. The purpose of this task is to let students and lecturers check the lab status
on a particular time slot whether there is a class going on or it is available for students. After
the lab schedules are printed, the rounder on duty have to change the lab schedules shown at
the front of the lab doors.
4.5 Lab PC Login, BYOD, Webmail & Webspace Management
Lab PC login, BYOD and Student Webmail are under one account. If a student is unable to
login to the lab PC, the TA can check by logging in to the Webmail. Similarly, if a student is
unable to login to his/her Webmail, the TA can check by logging in to the lab PC. If the result
shows that both accounts are unable to login, the TA should go to the Active Directory via the
P-Counter PC, search for the student ID and reset the password.
For Webspace account however, a student is able to reset his/her password by clicking on the
Forgot password link on the Webspace login screen. The new password is then sent to the
students Webmail. Another alternative solution is to send a Webspace Issue email along
with the students details to CTI Department. If the students Webspace account is locked, the
student currently has some outstanding payment with the Administration and should be
instructed to go to the Administration Office at the Ground Floor for further clarification.
4.6 Lab PC Login Troubleshooting
Being unable to login to the lab PC is one of the main problems faced by students. This can
occur due to many reasons, such as account problem, PC problem, and network problem. For
account problems, the TA needs to check if the student is keying in the correct student ID and
password, whether the account exists or is disabled. For PC problems, the PC needs to be
checked to see if it is in working condition. Lastly for network problems, the TA needs to
check if the PC has a stable internet connection and if the PC is connected to the Techlab
domain.
4.7 Quality Control (QC)
There is QC duty in TPM, ENT3, MINES as well as SCP. The TA who is on QC duty has to
bring a QC laptop to check the IT equipment in every classroom in the building. The TA should
also note down the QC results in a QC sheet. If there is any problem, the TA should solve it
immediately. In the event that the problem cannot be solved, the TA must inform the next QC
person and also send an e-mail to inform every TA and Hardware Department.
APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 10 of 63

4.8 Student ID and Formal Attire
Checking the student ID of students in the lab area is every TAs responsibility. The purpose
is to make sure that the users of APU IT facilities are students of the university. Moreover, as
long as it is before 6pm, students must also wear formal attire when they are in the lab premise.
If a student fails to display his/her Student ID, or fails to wear formal attire, the TAs have the
right to ask them, in a polite and professional manner, to leave the lab premise.
4.9 Telephone System
A list of the extension numbers of all APU staff is available in the P-Counter. The TAs can
refer to the list to know all the important extension numbers such as the Technology Services
staff, Logistics, Accounts & Finance, Helpdesk, P-Counter and so on.
The TA on P-Counter duty should always pick up and transfer calls in a polite and professional
manner. The TA should also record the call details in the Call Log.
4.10 Cloudmail System
TAs use the office365 (https://login.microsoftonline.com) as their main media of
communication to send important updates regarding the problems in the lab area and
classrooms, often after they finish their duty on every Shift. The following are the guidelines
one should observe while sending emails across the APU Technical Support Team. It is very
IMPORTANT to follow the guidelines strictly as it may affect how others receive the e-mails.
4.10.1 E-mail Signature
Your email signature MUST contain your name, mobile number and intake code as shown
below.


However, if you are on semester break please indicate that in your signature too as shown
below. Always remember to update your latest intake status at your signature.


Best regards,

Wei Siao Ping
012-345 6789
UC2F1305IT
Best regards,

Wei Siao Ping
012-345 6789
*Semester Break*
APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 11 of 63

4.10.2 Duty Request
This is sent every week where TAs request duty for the following week. Duty Requests should
be sent to Admin and Cc to HR and the Lab Chief. The time to send duty request is from
Friday 8:00pm to Saturday 2:00pm. Duty Requests sent outside this time period will be
ignored, unless a reason is stated. Duties are assigned on a first-come-first-serve basis. In the
event when the Cloudmail server is down, TAs will have to send their duty request to the TA
Backup Gmail (tatechlab@gmail.com) instead.



Send to: admin@cloudmails.apu.edu.my

Cc: hr@cloudmails.apu.edu.my ; alfredo@cloudmails.apu.edu.my

Subject: [TA] Duty Request for the Week of 02062014


Dear Admin,

I would like to request duty for the week of 2
nd
June 2014 as follows:

Monday (02062014) : S2
Tuesday (03062014) : S1 & S6
Wednesday (04062014) : S2 S5
Thursday (05062014) : S3 & S5-S6

Thank you.

Best regards,

Wei Siao Ping
012-345 6789
UC2F1305IT
APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 12 of 63

4.10.3 TPM P-Counter Update
TPM P-Counter updates in relation to the P-Counter (any issues regarding printers and A4
paper) are to be addressed in the format as follows. The e-mail should be sent to every TA and
Cc to printer@cloudmails.apu.edu.my. If a toner is changed in a printer, the TA on duty should
print the Print Configuration Report of the printer, scan it and attach it to the e-mail updates.
If a printer is having printing problems, attach an example of bad print job too if there is any.
TPM P-Counter email updates should be sent only when there are updates.

Send to: techlab@cloudmails.apu.edu.my

Cc: printer@cloudmails.apu.edu.my

Subject: [LAB] P-Counter Update S2 02062014

Dear all,

20 reams of A4 paper have been collected during Shift 1 today.
Current A4 stock is: 25 reams.

The black toner was changed in PS1 during Shift 2 today. Attached above is the printer
configuration report for PS1.

The remaining stock of:

Toner
Black - 3
Cyan - 2
Magenta - 2
Yellow - 2

Drum
Black - 0
Cyan - 1
Magenta - 1
Yellow - 1

Belt
Stock - 1

Fuser
Stock - 0

PS3 is currently switched off due to having printing problems. Attached above is the print
job done by PS3.

Best regards,

Wei Siao Ping
012-345 6789
UC2F1305IT
APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 13 of 63

4.10.4 TPM P-Counter Projector Loaning Update
Any issues regarding projectors and loaning of equipment are to be send by TA on TPM P-
Counter duty in the format as follows. The e-mail should be sent to every TA and Cc to the
Technology Services staff that is in charge of the computer labs.


Send to: techlab@cloudmails.apu.edu.my

Cc: hasan@apu.edu.my

Subject: [LAB] P-Counter Update S2 03062014


Dear all,

Projector APU-INF-001 was loaned out by a student named Yap Yong Yao for
Wushu Club event at foyer. Kindly retrieve the projector back at S5 today.

Projector APU-INF-002 and one projector screen have been retrieved to the
Helpdesk from the Yemeni Cultural Night event at the foyer.

Best regards,

Wei Siao Ping
012-345 6789
UC2F1305IT

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 14 of 63

4.10.5 P-Counter A4 Paper Stock Request
If there are less than 10 A4 paper reams in TPM or MINES P-Counter, the TA on P-Counter
duty must send an email in the format as follows. The e-mail should be sent to Admin
Department only.



Send to: admin@cloudmails.apu.edu.my

Subject: (TPM P-Counter) [LAB] P-Counter Update S3 03062014
(MINES P-Counter) [MINES] P-Counter Update S3 03062014


Dear Admin,

Please request for more A4 paper as there are only 5 reams left in TPM P-Counter.

Best regards,

Wei Siao Ping
012-345 6789
UC2F1305IT

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 15 of 63

4.10.6 MINES P-Counter Update
Unlike TPM P-Counter Update, MINES P-Counter Update includes updates from Rounding
and QC as well, and is sent every Shift 6 only. The email should be in the format as follows.


Send to: techlab@cloudmails.apu.edu.my

Cc: printer@cloudmails.apu.edu.my

Subject: [MINES] P-Counter Update S1-S6 03062014

Dear all,

P-Counter Updates

Current A4 stock is: 25 reams.

The black toner was changed in PS1 during Shift 3 today. Attached above is the printer
configuration report for PS1.

The remaining stock of:

Toner
Black - 3
Cyan - 2
Magenta - 2
Yellow - 2

Drum
Black - 0
Cyan - 1
Magenta - 1
Yellow - 1

Belt
Stock - 1

Fuser
Stock - 0

Rounding Updates


QC Updates


Best regards,

Wei Siao Ping
012-345 6789
UC2F1305IT
APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 16 of 63

4.10.7 Rounding Update
Rounding updates in relation to the Labs and Presentation Rooms (any issues regarding
machines and chairs) are to be addressed in the format as follows. Case numbers are given to
problems that need the assistance of Hardware Department. Only Hardware Department can
create the case numbers. If a case number is given to a pending problem by Hardware
Department, the case number must be included in the next email until the problem is solved.
Rounding email updates must be sent after every Shift.


Send to: techlab@cloudmails.apu.edu.my;
software@ cloudmails.apu.edu.my (if there is software related issues);
hardware@ cloudmails.apu.edu.my (if there is hardware or network related
issues)

Cc: hasan@apu.edu.my

Subject: [LAB] Rounding Update S4 04062014


Dear all,

This is the rounding update for Shift 4 today.

PC Name [PENDING] S4 04062014
Problem:
Troubleshoot:
Case Number:

PC Name [SOLVED]
Problem:
Troubleshoot:

Best regards,

Wei Siao Ping
012-345 6789
UC2F1305IT

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 17 of 63

4.10.8 QC Update
QC updates in relation to the Classrooms Quality Controlling (any issues concerning
projectors, VGA cable, LAN cable, Wi-Fi, drawers, etc.) are to be addressed in the format as
follows. If there is any problem with the projection that cannot be solved during the shift, TA
must take photo of the projection and attached it to the email. Case numbers are given to
problems that need the assistance of Hardware Department. Only Hardware Department can
create the case numbers. If a case number is given to a pending problem by Hardware
Department, the case number must be included in the next email until the problem is solved.
QC email updates must be sent after every Shift.



Send to: techlab@cloudmails.apu.edu.my ;
hardware@cloudmails.apu.edu.my

Cc: hasan@apu.edu.my (TPM & ENT3 QC & MINES) OR
bairie@office365.apu,.edu.my (SCP QC)

Subject: (TPM QC) [TPM] QC Update S5 05062014
(ENT3 QC) [ENT3] QC Update S5 05062014
(SCP QC) [SCP] QC Update S1-S5 05062014


Dear all,

This is the QC update for Shift 5 today.

Classroom Name [PENDING] 05062014
Problem:
Troubleshoot:
Case Number:

Classroom Name [SOLVED]
Problem:
Troubleshoot:

Best regards,

Wei Siao Ping
012-345 6789
UC2F1305IT

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 18 of 63

4.10.9 QC Softcopy Update
TA on Shift 6 P-Counter duty must download the QC softcopy as PDF format from the
Google Drive, attach it to the email and send an email to be addressed in the format as follows.

Send to: hardware@cloudmails.apu.edu.my

Subject: (TPM P-Counter) [HARDWARE] TPM / ENT3 QC Softcopy 27052013
(MINES P-Counter) [HARDWARE] MINES QC Softcopy 27052013

Attachment: QC Softcopy in PDF format


Dear Hardware Department,

Attached above is the softcopy for TPM and ENT3 QC Checklists for today (27/05/2013).

Best regards,

Wei Siao Ping
012-345 6789
UC2F1205IT


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 19 of 63

Important Notes:
1. SCP QC Update should include all updates in SCP and is sent at the end of each
working day. The subject of the e-mail should be: [SCP] QC Update S1-S5 06062014

The body of the e-mail should be divided into 2 parts:
a. Classroom QC (any issues in classrooms, e.g. speakers, projectors)
b. Lab QC (any issues in labs, e.g. PCs, headsets)

2. MINES P-Counter Update should include ALL updates in MINES and is sent at the
end of each working day by the TA on P-Counter duty ONLY. Which means only one
email is to be sent for all of the updates in Mines at the end of S6. The subject of the e-
mail should be: [MI NES] P-Counter Update S1-S6 03062014

The body of the e-mail should be divided into 3 parts:
a. P-Counter (any issues in P-Counter, e.g. A4 paper, printer toners)
b. Rounding (any issues in labs)
c. QC (any issues in classrooms)

3. If the remaining number of A4 paper reams left in the P-Counter is 10 or less, the TA
on duty should send an e-mail to the Admin ONLY and request for more A4 paper
reams. The e-mail subject still remains the same.

4. For the following forms (please refer to 6.0 Appendix), TAs are required to get the
signatures first before scanning and sending an e-mail with respective e-mail subjects
to HR Department. After that, the form should be kept in respective folders in P-
Counter.
a. Duty Release and Replacement Form (maximum 3 shifts per week)
Subject [HR] Duty Release S6 04062014

b. General Meeting Absent Form (maximum 1 submission per month)
Subject [HR] GM 03062014

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 20 of 63

c. Duty Quota Letter (maximum 3 submissions per year)
Subject [HR] Duty Quota Letter J une

5. If a TA is present for duty but is unable to perform the duty due to being assigned by
Board Members or Technology Services staff to do other tasks, the TA must send an
e-mail to HR and state the reason. If a TA is not coming for duty at all, he/she should
release the duty instead.
a. Subject [HR] Unable to Perform Duty S6 05062014

6. If a TA is late for duty, the TA must send an e-mail to HR and state the reason for being
late.
a. Subject [HR] Late for Duty S1 05062014

7. If a TA came on time for duty but missed the time to sign-in into his/her shift due to
he/she had to prioritize other tasks, the TA must send an e-mail to Lab Chief, Assistant
Lab Chief, Secretary and Cc to HR and state the reason.
a. Subject [PAYROLL] Sign I n Late S1 06062014

8. If a TA is unable to sign-in into his/her shift at all due to the payroll system is having
problem, the TA must send an e-mail to Lab Chief, Assistant Lab Chief, Secretary and
Cc to HR and inform them.
a. Subject [PAYROLL] Unable to Sign In S1 06062014

9. If a TA forgot to sign-out his/her shift before leaving the campus, the TA must send an
e-mail to Lab Chief, Assistant Lab Chief, Secretary and Cc to HR and state the reason.
The TA must also make sure to sign-out the next working day. Failure to do so may
affect the TAs claim for that particular shift.
a. Subject [PAYROLL] Forgot to Sign Out S6 06062014

10. A TA should fully understand the difference between Duty Release and Unable to
Perform Duty, as well as the difference between Late for Duty and Sign in
Late.

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 21 of 63

5.0 Summary of TA Duties
5.1 P-Counter (TPM & Mines)
Ensure all printers are up and running
Ensure all printers have sufficient amount of papers for printing
Keep track of A4 paper stock in the Tracking Sheet for Lab Stationery
Provide free scanning services for students and staff
Pick up and transfer calls in a polite and professional manner
Provide assistance to students and lecturers
Reset students password when they are unable to login to the lab PCs
Verify the inventory loaning logs
Update Toner Stock in both email and Helpdesk Tracking Log once a toner is changed
Keep track of Duty Log and Call Log
Print out the new duty rosters (Monday Shift 1)
Prepare lab schedules (Shift 6)
Check projectors, tools and CDs stock and fill in the respective Inventory Checking
Log (Shift 6)
Print out TPM and ENT3 QC Checklists and get them verified by Technology Services
staff (Shift 6)
Send TPM and ENT3 QC Checklists softcopy to Hardware Department with correct
email subject (Shift 6)
Send Faulty Pages Log to the Manager, and Cc to Lab Chief, Assistant Lab Chief and
Secretary (Shift 6)
5.2 Rounding (TPM & MINES)
Open and close the computer labs (Shift 1 & 6)
Keep the lab area clean
Ensure all lab PCs are in working condition, including PCs in Presentation Rooms
Arrange the labs PC and chair neatly, including PCs in Presentation Rooms
Change the lab schedules on the lab doors (Shift 6)
Deploy projectors or laptops when needed
Provide assistance to students, lecturers, and Technology Services staff
Fill in the Daily Activity Checklist which is in the P-Counter
Get the Daily Activity Checklist verified by Technology Services staff
APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 22 of 63

5.3 QC (TPM, ENT3, MINES & SCP)
Fill in the Duty Log when loaning out the QC laptop (TPM & ENT3)
Check if the LAN cable, VGA cable and projector are in working condition
Check if the internet LAN connection and Wi-Fi connection are available
Conduct speedtest on the Wi-Fi connection
Check the projector lamp hours
Check the projector screen and drawers condition
Take photo of the projection if it is having problem (colour, sharpness, etc.)
Ensure all auditoriums wireless microphone battery is fully charged (Shift 1)
Ensure L1-9s wireless microphone battery is fully charged (Shift 1 & Shift 5)
Replace Auditorium 1, 2, and 3s wireless microphone battery with fully charged
battery (Shift 6)
5.4 Rounding & QC (SCP)
Only ONE TA is assigned to SCP for the entire day. The TA is responsible for performing
rounding and QC of the computer labs and classrooms in the Asia Pacific Learning Centre
(APLC).

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 23 of 63

6.0 Appendix
6.1 Duty Released and Replaced Form





APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 24 of 63

6.2 General Meeting Absent Form


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 25 of 63

6.3 Duty Quota Letter

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 26 of 63

6.4 Personal Claim Form

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 27 of 63

6.5 Special Task Claim Form (White Form)


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 28 of 63

7.0 Notes
We would like to remind you on a few things:
Please refer to your mentors before referring to the Board Members if there are any
questions or doubts on this training manual.
Please make full use of the learning logs area given at the end of this training manual
as it will be taken into account in the final evaluation.
Try to keep your training manual as neat as possible. The tidiness of your training
manual will reflect your personality which is also taken into account in the final
evaluation.


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 29 of 63

7.1 Problem Solving
The figure below shows the procedure of solving a problem encountered:-


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 30 of 63

7.2 Daily Operation Routines
Subject Query Response Signature & Date
Shift 1 Operations - Specify the detailed procedures to
open the labs.
- Specify the time to open the labs.
- Specify who should change the
wireless microphone batteries.



Shift 6 Operations - Specify the detailed procedures to
close the labs.
- Specify the time to close the labs.
- List the things to be careful of when
closing the labs.
- Specify who should change the
wireless microphone batteries.



APU Resource Lab
Management
- Specify the types of facilities that
APU provides in the APU Resource
Lab.
- Specify the procedures for a student
to print documents in APU Resource
Lab.


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 31 of 63

- Specify the responsibility of a TA
when he/she is managing the
Resource Lab.
- List some common printer problems
and specify the troubleshooting
steps.
- Specify the importance of Duty Log
Sheet.
- Specify the importance of Call Log
Sheet.
Inventory
Management
- List the inventory in Helpdesk that
TAs need to keep track.
- Specify the folder name used to
keep track of the inventory.
- Specify when to check the inventory
stock.
- Specify the procedures of changing
printer toners.


Loan Equipment
Management
- List all the equipment in Helpdesk
that can be loaned out to students.
- Specify the procedures to loan
equipment to a student.
- Specify what the purpose of the log
is and specify how to fill in the log.


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 32 of 63

Computer Lab
Reservation System
- Specify how to access the lab
reservation system.
- Specify the procedures of preparing
lab schedules.


Student Webmail
and Webspace
Management
- Specify how to help students who
have problems accessing their
student Webmail.
- Specify how to help students who
need to reset their Webspace
account password.
- Specify what needs to be done if the
TA is unable to reset Students
Webspace account password.


PC Login
Troubleshooting
- Specify how to reset a students
password if he/she is unable to login
to the PC or BYOD.
- Specify how to troubleshoot the PC
if it is showing no logon server or
trust relationship errors.


Telephone System - List the Technology Services
Department telephone extension.
- List the Logistics telephone
extension.
- List the Accounts & Finance
telephone extension.


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 33 of 63

- List the Resource Lab telephone
extension.
- Specify the steps to transfer a call.
Student ID and
Formal Attire
- Specify the reason why APU
stresses on students to display their
Student IDs at all times.
- Specify how to ask students to
display their Student ID when they
are in the lab premise.
- Specify how to ask students who are
not wearing formal attire to leave
the lab premise.


Godparents Name Signature



APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 34 of 63

7.3 Administrative Skills
Subject Query Response Signature & Date
Duty Request - Specify when and how to make duty
request as a TA.
- Specify to whom the duty request
should be sent.


Duty Release and
Replace Form
- Specify the purpose of Duty Release
and Replace Form.
- Specify how to fill in the Duty
Release and Replace Form.
- Specify who should sign and
approve the Duty Release and
Replace Form.


General Meeting
Absent Letter
- Specify the purpose of the General
Meeting Absent Letter.
- Specify who should sign and
approve the General Meeting Absent
Letter.
- Specify when and to whom the
General Meeting Absent Letter
should be submitted.


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 35 of 63

Duty Quota Letter - Specify the purpose of Duty Quota
Letter.
- Specify who should sign and
approve the Duty Quota Letter.
- Specify when and to whom the Duty
Quota Letter should be submitted.


Technical Assistant
Payroll System
- Specify the purpose of Technical
Assistant Payroll System.
- Specify when and how to use the
payroll system.
- Specify who manages the payroll
system.


Form Folder - Specify the purpose of Form Folder.
- List all the forms available in the
Form Folder.


Lab Operation Daily
Activity Checklist
- Specify the purpose of Daily
Activity Checklist.
- Specify how to fill in the Daily
Activity Checklist.
- Specify who to verify after finishing
the tasks in Daily Activity Checklist.


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 36 of 63

Presentation Room
Checklist
- Specify the purpose of Presentation
Room Checklist.
- Specify how to fill in the
Presentation Room Checklist.
- Specify who to verify after finishing
the tasks Presentation Room
Checklist.


Quality Control
(QC) Checklist
- Specify the purpose of QC
Checklist.
- Specify how to fill in the QC
Checklist.
- Specify who to verify after finishing
the tasks in Quality Control
Checklist.


Tracking Sheet for
Lab Stationery
- Specify the purpose of Tracking
Sheet for Lab Stationery.
- Specify how to fill in the Tracking
Sheet for Lab Stationery.


A4 Paper
Requisition
- Specify the minimum stock of A4
paper reams before making
requisition.
- Specify who makes A4 paper
requisition.


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 37 of 63

- Specify the procedures after
collecting A4 paper reams.
Lost & Found Items
Form
- Specify the purpose of the Lost &
Found Items Form.
- Specify how to fill in the Lost &
Found Items Form.
- Specify where to keep the Lost &
Found items after each shift.
- Specify which log to keep track of
these items.



Printing
Authorization Form
- Specify the purpose of Printing
Authorization Form.
- Specify who should fill in the
Printing Authorization Form.


Printer
Configuration
Report Folder
- Specify the purpose of Printer
Configuration Report Folder.
- Specify when and how to print out
the Printer Configuration Report.


Faulty Pages Log - Specify where the softcopy of the
Printer Faulty Pages Log is.
- List the 3 sheets available in Faulty
Pages Log and when to use it.


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 38 of 63

- Specify how to fill in the Faulty
Pages Log and where to save it.
- Specify what the naming/format of
Faulty Pages Log to save is.
- Specify when and to whom the
Faulty Pages Log should be sent.
Godparents Name Signature




APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 39 of 63

7.4 Hardware Skills
Subject Query Response Signature & Date
Procedure in
Changing PCs
- Specify what to be aware of when
taking off PCs from a lab.
- Specify the person to inform if there
is any movement of PCs.
- List the steps when deploying PCs
into labs.

Procedure in
Handling Hardware
- Explain the proper way to handle a
RAM.
- Explain the proper way to handle a
hard disk drive.
- Explain the proper way to remove a
hardware component inside of a PC
casing.

Replacement
Hardware and Tools
- Specify where to find a replacement
for each particular hardware
component.
- Specify the purpose of case number
given by Hardware department.
- Specify the procedure after changing
a hardware component in a lab.


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 40 of 63

System Unit - List the components or devices in a
system unit.
- List the minimum components or
devices that are needed in order to
boot up the PC.

Power Supply Unit - Explain the importance of a Power
Supply Unit.
- Explain how to start and test a Power
Supply Unit without plugging in to
the motherboard.

Storage Device and
Storage Media
- Explain the difference between HDD
and SSD storage method.
- Explain how to remove a CD from a
malfunctioning CD-ROM.

Components in
system unit
(Processor, RAM,
Motherboard)
- Explain how to install a processor
and RAMs on motherboard.
- State the common problems that
might cause the BIOS to produce a
beep sound.
- Explain how to clean the pins a
RAM or other peripheral devices
(e.g.: graphic card, sound card).


APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 41 of 63

Printer - List the steps of changing a toner for
a printer in Resource lab.
- Specify who are allowed to change
drum and fuser of a printer.

Godparents Name Signature



APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 42 of 63

7.5 Quality Control (QC) Skills
Subject Query Response Signature & Date
QC Laptop - Specify where and how to get a QC
laptop to perform classroom QC.

QC Procedure - List out the equipments and its
minimum quantity that are supposed
to be in the QC bag
- Specify what to do if the listed
equipments are not in the QC bag
- List the steps for troubleshooting an
Internet connection in a classroom.
- Explain how to get gateway for
classroom WLAN connection.

QC Procedure
(Projector)
- Specify the correct way to turn on
and off a projector.
- Explain how to check whether the
remote control is functioning.
- Explain how to check the lamp hour
for different models of a projector.
- List the projector models available in
TPM, ENT3, Mines and SCP.
- Explain what to do after changing a
lamp of a projector.

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 43 of 63

Troubleshooting - List the steps of troubleshooting a
projector with distorted color
projection.
- Explain the difference between
Extended and Duplicate display
settings and how to do it in
Windows OS and Mac OS.

Godparents Name Signature



APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 44 of 63

7.6 Software Skills
Subject Query Response Signature & Date
General - Name 5 examples of Microsoft
products used in the lab.
- Name the antivirus software used in
lab PCs, staff PCs, and laptops.
- Explain what mapping network
drive is. Specify the procedures to
map a network drive.
- What is the software used to change
the wallpaper in the lab PCs.

Mass Deployment - Name the software that is used for
mass deployment.
- State one advantage and one
disadvantage for this method of
deployment.
- Name and explain the one most
frequently used techniques for mass
deployment.

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 45 of 63

Joining Domain - State the full domain address used in
the lab PCs.
- Explain the situation where rejoining
the domain is necessary.
- List out the steps for rejoining
domain.

Windows Disk
Protection
- Specify the types of software used to
rollback changes on a hard disk in.
- State the reason of deploying this
software in the lab.
- Choose only one software
mentioned above and specify the
steps how to use the software.



Tempest Server - Explain the usage of the server.
- Specify the way to find the IP
address of the server.
- Explain how to access Tempest.

Startup Folder - Explain the functionality of the
startup folder.
- State the location containing the
startup folder.

APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 46 of 63

- Specify the steps to access the
startup folder by using shell
commands.
Miscellaneous - Elaborate the steps to enable or
disable auto login via the registry
editing in Windows.
- Elaborate the steps to enable
pressing Ctrl + Alt + Delete before
logging on.
- List all the shared software hosted
on a server which can be run by the
PCs in the lab over the network.
- Explain what MSTSC stands for and
its function.



Godparents Name Signature



APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 47 of 63

7.7 Corporate Training
Subject Query Response Signature & Date
General - Specify where the corporate training
rooms are located.
- Specify about the duties and
responsibilities of the Corporate
Training Department.
- Specify the responsibilities of the
room leader during a Corporate
Training session.
- Explain what APU Corporate
Training is.



Creating Images - Specify who to collect the software
requirements from.
- Specify where to get the software
needed for creating image.
- List the three main rules to follow
when creating an image.
- List all types of ghosting using
Hiren Boot.



APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 48 of 63

Image Deployment - List the things needed to be done
during installation.
- Explain what Microsoft Virtual
Server is.



After Installation - Name the software needed to be run
on every PC after image
deployment.
- Specify what to check and QC after
every installation.




Extra Information - List the problems and solutions that
might be faced during a Corporate
Training session.
- Explain what Microsoft Virtual PC
is.



Godparents Name Signature




APU Technical Assistant Support Team Attachment Programme Training Manual
APU Technology Services Department Page 49 of 63

7.8 Practical Training Session Attendance
This table is for you to keep track of the practical training sessions that have been held by varies different departments that you have participated
in. Please fill in the information of the practical sessions that you have completed. The signature column can only be signed by Technology
Services, Head or Assistant of respective departments conducting the session.
No. Session Description Acknowledged Date Signature by Verifier
1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 50 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
7.9 Communication Skills
7.9.1 Technical Assistants
You are required to meet all your colleagues individually, have a short conversation and find
out more about him/her. This is important as you will be working with your colleagues together
closely. Their signatures are required as a proof that you have met them.
Name Personal Information Notes Acknowledgement
Aisuluu Kasymova
Alfredo Putra Damari
Ali Awais
Angeline Chew Mun
Yoke

Chan Jie Kin
Kenneth

Chan Xiong Yan
Chuah Cheng Jun
Eddy Khonica
Farrukh Pulatov
Geraldi Sutanto
Grace Tee Hui En
Gunaseelan
Ramachandran

Ian Coushanga
APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 51 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Name Personal Information Notes Acknowledgement
Igor Ryaskov
Indraneel Dutta
Jacky Lai Choon
Huey

Jaemy Ho Seng Han
Jessie Lim Punn Eng
Josef Wijaya
Hartjieto

Kavier Koo
Khereeshan Jhugroo
Lai Zai Jun
Lee Win Neng
Lim Chun Feng
Melina Rampersand
Mohsin Ali
Muhammad Anees
Ahmed Khan

Ong Wei Chun
APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 52 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Name Personal Information Notes Acknowledgement
Pang Qi Cong
Peh Sher Li
Rajini Mohan A/L
Elanjselvan

Shaher Jamal Eddin
Shu Yee Xen
Shucona Akter Dola
Shum Mei Leng
Sree Prakash A/L
Baskaran

Syed Maaz Ali
Tan Kok Hui
Tan Li Teen
Wei Siao Ping
William Nyabuti
Momanyi

Zhadyra Babalieyva

APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 53 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
7.9.2 Technology Services Staff
You are required to meet with the staffs of the Technology Services as listed below and
introduce yourself as a new Technical Assistant trainee. Their signatures are required as a proof
that you have met them.
Name Personal Information
Acknowledgement
& Advice
Belvinder Singh A/L
Gurchan Singh

Buntaran Lawrence
Faisal Hasan
Kogulabalan A/L
Samadar

Mohd. Faizul bin
Md. Isa

Mohd. Nubairi bin
Abdul Mutalib

Muhammad Hasan
Rasodin bin
Ramuddin Hamzah

Reza Najafzadeh
Siavash Kazemi
Vijayendran A/L
Kunja Raman

Vivegan Kalidas
Zagros Soltanian

APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 54 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
7.10 Learning Logs
Date Learning Notes Acknowledgement


























APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 55 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Learning Logs
Date Learning Notes Acknowledgement


























APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 56 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Learning Logs
Date Learning Notes Acknowledgement


























APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 57 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Learning Logs
Date Learning Notes Acknowledgement


























APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 58 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Learning Logs
Date Learning Notes Acknowledgement


























APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 59 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Learning Logs
Date Learning Notes Acknowledgement


























APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 60 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Learning Logs
Date Learning Notes Acknowledgement


























APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 61 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Learning Logs
Date Learning Notes Acknowledgement


























APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 62 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Learning Logs
Date Learning Notes Acknowledgement


























APU Technical Assistant Support Team Attachment Programme Training Manual
Functional Unit: Technology Services Page 63 of 63
Program Name: APU Technical Assistant Support Team
Last Updated: 4
th
July 2014
Learning Logs
Date Learning Notes Acknowledgement