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Training Student Workers at UH ITS Help Desk: An Instructional Design Study

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RPang ID ITSTraining.pptx PowerPoint Presentation 59.98 MB Microsoft Powerpoint XML View/Open
RPang ID ITSTraining.pdf Main Text 16.05 MB Adobe PDF View/Open

Item Summary

Title:Training Student Workers at UH ITS Help Desk: An Instructional Design Study
Authors:Pang, Rachel
Contributors:Fulford, Catherine (instructor)
information technology
instructional design
Date Issued:19 Apr 2018
Citation:Pang, Rachel. K. (2018, April 19). Training Student Workers at UH ITS Help Desk: An Instructional Design Study. PowerPoint presented at the 23rd Annual Technology, Colleges and Community Worldwide Online Conference.
Abstract:The purpose of this instructional design project was to improve the orientation training and assessment of new student workers at the University of Hawaii (UH) Information Technology Services (ITS) Help Desk (HD). This was done by adding additional, guided instruction with practice, feedback, and formative assessment to pre-existing internal documentation (wiki). This project aimed to ensure new student hires understand policies and procedures of the help desk and understand how to read and use the wiki to reduce the number of errors in troubleshooting and workplace performance. The project also provided staff with data on student hires' understanding of policies and procedures. Student workers completed five online instructional modules in their own time during their scheduled work hours. The training was developed using Laulima and Google Forms. The purpose of using Laulima was to introduce new hires to a platform UH ITS services and Google Forms was used to survey and test students anonymously. Since the training had been substantially revised, the training was mandatory for all help desk students. Nineteen students successfully provided data for all the project components out of 33 total students. All data collected through Google Forms were summarized, analyzed, and concluded. The results showed that students displayed an increased understanding of the material and students responded positively to the instruction.
Description:This 50-page paper was written to complete the Learning Design and Technology Master's program. The findings from this study were presented at the 2018 Technology, Colleges and Community Worldwide Online Conference in the form of a PowerPoint presentation.
Pages/Duration:50 pages, 121 slides
Rights:Please see the Creative Commons license for this item.
Appears in Collections: LTEC 690, Spring 2018

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