LEARNING MODULE 07

TVET-PROGRAMME TITLE: Web Development and Database Administration Level II

MODULE TITLE: Recording Client Support Requirements
MODULE CODE: EIS WDDBA2 M07 0322
NOMINAL DURATION: 35 Hours
MODULE DESCRIPTION: This modules defines the competence required to record, prioritize
and escalate client support requests.
LEARNING OUTCOMES
At the end of the module the trainee will be able to:
LO1. Log requests for support
LO2. Prioritize support requests with appropriate personnel
LO3. Participate in workplace meetings and discussions
MODULE CONTENTS:
LO1. Log requests for support
1.1. Recording client support requests and requirements according to organizational
standards
1.2. Reviewing client support history and details
1.3. Checking and requesting the information for accuracy and urgency

LO2. Prioritize support requests with appropriate personnel

2.1 Identifying relevant guidelines for prioritizing or rating client requests
2.2 Prioritizing client requests
2.3 Referring requests to appropriate person or department for assistance
2.4 Involving appropriate persons with client support to be communicated

LO3. Participate in workplace meetings and discussions

3.1. Attending team meetings on time as scheduled.
3.2. Expressing own opinions clearly
3.3. Listening those of others to without interruption.
3.4. Developing consistent meeting inputs with the meeting purpose and established
 protocols.
3.5. Conducting workplace interactions in a courteous manner.