Can anyone tell me what is being asked in this question?

Question

Please outline evidence to demonstrate a co-operative/collaborative approach with respect to user support.

Its for an IT job.

Answer 1

typical office squaking just like my former lot
'show how you work as a team to help users'

Answer 2

1. Its saying they want someone who solves the users problem by collaborating and co-operating with the user, not by doing all the work yourself or getting the user to do lots of work.

Its a question of getting the balance right between doing everything for the user (in which case the user learns nothing and they will depend on IT staff to fix the same problem every time it occurs) and teaching the user to fix the problem themselves (when a busy person wants someone to fix it right now, not spend hours teaching them to fix it). As far as your boss at the IT help-desk is concerned, he/she wants high customer satisfaction, but not using up all the IT staff's time and budget.

2. You need some evidence on your resume/CV that you have worked in this co-operative way, working with the user and getting this balance right. Possible ways might be a specific letter from a previous employer that states exactly this or evidence, such as a certificate and course notes, that you have successfully completed a training course at a previous employer that taught this approach. Maybe you can think of other ways to prove it. You could just right down from memory one or two examples of problems you solved in a co-operative way, although this isn't strictly evidence.

Your might impress them the most if you say that you know its necessary to be flexible, sometimes fixing a problem quickly for an important project or senior person and sometimes minimising the average cost of dealing with calls, by teaching the user a bit about solving their own recurring problems.

Answer 3

Getting all parties involved in a solution. Is it a mechanical problem that requires a vendor technician? Is it a server problem that requires the programmer to get involved? Is it a training problem that requires the end user to be updated? Many times it is a combination of all of the above. Through poor training an end user may have messed up the programming or damaged equipment. You may need to call the vendor to fix the machine, contact the end user's manager to schedule training, contact a programmer to correct addresses and so on at the server end.

Answer 4

Someone asks a question and you don't know the answer so you use the information at hand and enlist your colleagues help and experience to resolve the problem. Knowledge base as Microsoft call it!

Answer 5

Show how you and user work togever when user truble haf.

Mi frent Mr Richard Head he me tel it

"Is a biotesticular phraseollogical exemplar situation."

(he say dat Latin fore total Bollox)

Answer 6

Some self important blowhard concocted this gibberish to test someones abilities to comprehend other self important gibberish. I think we should sick "Mr. T" on them....He knows how to deal with Gibber Jabber!

Answer 7

honestly i havent a clue, but its a bullshit question so give a bullshit answer. "in any given task i feel i am right for any given role due to my easy going nature and affable attitude, example i'm never afraid to approach my seniors/subordinates"