Практическое занятие "Служба технической поддержки"

ПРАКТИЧЕСКОЕ ЗАНЯТИЕ.

Тема занятия

Служба технической поддержки.

Цели занятия

• совершенствование техники чтения вслух и про себя

• развитие навыков монологической речи.

• развитие навыков самостоятельной работы с текстом

ЗАДАНИЯ К ПРАКТИЧЕСКИМ ЗАНЯТИЯМ, КОТОРЫЕ НУЖНО ВЫПОЛНИТЬ СТУДЕНТАМ

I.Выполнение задания на повторение темы предыдущего урока.

Слова по теме «Сетевые угрозы. Хищение информации».

II.Выполнение упражнений по теме урока.

1. Чтение и перевод текста.

2.Составление заданий по тексту.

Technical support refers to services that entities provide to users of technology products or services. In general, technical support provide help regarding specific problems with a product or service, rather than providing training, provision or customization of product, or other support services. Most companies offer technical support for the services or products they sell, either included in the cost or for an additional fee. Technical support may be delivered over by phone, e-mail, live support software on a website, or other tool where users can log an incident. Larger organizations frequently have internal technical support available to their staff for computer-related problems. The Internet can also be a good source for freely available tech support, where experienced users help novice users to find solutions to their problems. In addition, some fee-based service companies charge for premium technical support services.

Coverage of support охват поддержки

Technical support may be delivered by different technologies depending on the situation. For example, direct questions can be addressed using telephone calls, SMS, Online chat, Support Forums, E-mail or Fax; basic software problems can be addressed over the telephone or, increasingly, by using remote access repair services; while more complicated problems with hardware may need to be dealt with in person.

Categories of technical support

Call in вызов приглашение

This type of technical support has been very common in the services industry. It is also known as "Time and Materials" (T&M) IT support. The customer pays for the materials (hard drive, memory, computer, digital devices, etc.) and also pays the technician based on the pre-negotiated rate when a problem occurs.

Block hours блок часов

Block hours allow the client to purchase a number of hours upfront at an agreed price. While it is commonly used to offer a reduced hourly rate, it can also simply be a standard non-reduced rate, or represent a minimum fee charged to a client before providing service.  The premise behind this type of support is that the customer has purchased a fixed number of hours to use either per month or year. This allows them the flexibility to use the hours as they please without doing the paperwork and the hassle of paying multiple bills.

Managed services управляемые услуги

Managed services means a company will receive a list of well-defined services on an ongoing basis, with well-defined "response and resolution times" for a fixed rate or a flat fee. This can include things like 24/7 monitoring of servers, 24/7 help desk support for daily computer issues, and on-site visits by a technician when issues cannot be resolved remotely. Some companies also offer additional services like project management руководство проектом, backup and disaster recovery восстановление резервной копии аварийное восстановление , and vendor management управление поставщиками услуг in the monthly price. The companies that offer this type of tech support are known as managed services providers.управляемые поставщики услуг

Crowdsourced technical support

Many companies and organizations provide discussion boards доска обсуждений for users of their products to interact; such forums allow companies to reduce their support costs  without losing the benefit of customer feedback.

Self-help

Almost all tech brands and service providers give free access to a rich library of technical support solutions to users. These are huge databases of step-by-step solutions, however if you visit the support sites for big brands the solutions are more often for their products alone. Another method of getting technical support that’s gained popularity is to follow troubleshooting steps shown in a support video.

Outsourcing technical support

With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. Dell was amongst the first companies to outsource передавать their technical support and customer service departments to India in 2001. There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as MSPs (Managed Service Providers).

For businesses needing to provide technical support, outsourcing allows them to maintain a high availability of service. Such need may result from peaks in call volumes пики громкого звонка during the day, periods of high activity due to introduction of new products or maintenance service packs, сервисные обновления or the requirement to provide customers with a high level of service at a low cost to the business. For businesses needing technical support assets, средства outsourcing enables their core employees to focus more on their work in order to maintain productivity. It also enables them to utilize specialized personnel whose technical knowledge base and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees.

Multi-tiered technical support

Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business' needs regarding their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians' understanding of their level of responsibility and commitments,целеустремленность their customer response time commitments, and when to appropriately escalate расширить an issue and to which level. A common support structure revolves around a three-tiered technical support system.

Что из следующего входит в службу технической поддержки.Which of the following is Technical Support:

Remote access repair services

Call in

It support

• Memory

Monitoring

Help desk support

• Pre-negotiated rate

On-site visits by a technician

Project management

• Paying bills

Back up recovery

Disaster recovery

Vendor management

Video support

Какие из ниже приведенных утверждений правильные, а какие неправильные. Обоснуйте свой ответ, используя текст. Which of the listed below statements are true/false. Specify your answer using the text:

1. Technical support may be delivered over by phone, post (e-mail), live support software or other tools.F

2. Larger organizations frequently have internal technical support.T

3. Call in is also known as “Time and Software” support (Materials) F

4. Managed services can include help desk support for daily computer issues.T

5. Managed service providers offer project management, back up and disaster recovery.T

6. Discussion boards help companies increase their support costs F (reduce)

7. One of the methods of technical support is to follow troubleshooting steps shown in a video. T

8. Many organizations locate their technical support departments in highly developed countries. F

9. Technical support is usually subdivided in 5 tiers F

10. The reason for providing a multitiered support system is to provide more efficient service.F

Найдите в тексте эквиваленты следующих словосочетаний.Find English equivalents in the text. (Работа в группах).

1. включенный в стоимость или за дополнительную плату included in the cost or for an additional fee

2. проблемы связанные с компьютером computer-related problems

3. плата за первоклассную техническую поддержку charge for premium technical support services

4. сложные проблемы с аппаратным обеспечением нужно решать при личной встрече more complicated problems with hardware may need to be dealt with in person.

5. по заранее обговоренной цене on the pre-negotiated rate когда происходит проблема when a problem occurs.

6. по договорной цене at an agreed price

7. надоедливая уплата многочисленных счетов the hassle of paying multiple bills

8. охват поддержки Coverage of support

9. управляемая услуга Managed service

10. вызов Call in

11. на постоянной основе on an ongoing basis

12. за фиксированную плату или сумму for a fixed rate or a flat fee

13. руководство проектом project management

14. восстановление резервной копии backup recovery

15. аварийное восстановление disaster recovery

16. управляемый поставщик услуг vendor management

17. шаги по выявлению неполадок troubleshooting steps

18. высокая доступность услуг a high availability of service

19. по низкой стоимости at a low cost

20. часто подразделяется на уровни Technical support is often subdivided into tiers

21. эффективно sufficiently

Дайте определите следующим словам и словосочетаниям.Give definitions to the following using the vocabulary: (Письменно в тетрадях)

Technical support refers to services that entities provide to users of technology products or services.

Call in support is when a customer pays for the materials (hard drive, memory, computer, digital devices, etc.) and also pays the technician based on the pre-negotiated rate when a problem occurs.

Discussion boards are forums that allow users of their products to interact; allow companies to reduce their support costs  without losing the benefit of customer feedback.

Library of technical support are huge databases of step-by-step solutions, to users.

Выписать из текста 10 глаголов в настоящем простом времени и составить с ними краткий рассказ о службе технической поддержки.

Provide offer charge pays allow represent give visit locate enables revolves

III.Подведение итогов урока, рефлексия и задание на дом.

Выучить записи в тетради.