ITSUP140 Support Center Analyst- Soft Skill Development

ITSUP140 Support Center Analyst- Soft Skill Development

Task

Reflection Paper

Section 1

HDI Certification, Soft Skills, written communication across different mediums, IT Service Management tools, dealing with difficult people, metrics, service level agreements, ITIL, teamwork, time management, and helping end users with technical problems.

1a. what are two things that stand out in your mind that you feel you learned a lot about? (100-200 word answer)

b. what is one item you hoped would be covered in this class, but was not? (50-100 word answer)

Section 2

2a. A large part of the curriculum for this class is dedicated to soft skill development. Think about the assignments you completed that involved using soft skills that you responded to the most. Which assignment sticks out in your mind the most and why? (50-100 words)

b. In your opinion, do you believe soft skills are something you are just born with, or do you believe that they can be learned and developed? Explain your answer (50-100 words)

Section 3

3a. This class is always evolving with the changing technical and business landscape. From your perspective as a student, what could be done to make this class more interesting, relatable, and applicable to the ‘real-world’? (100-200 words)

Rubric

Assessment Outcome

Strong

86-100

Proficient

61-85

Basic

41-60

Emerging

0-40

Presence of required answers

All answers present. Demonstrate a detailed response

All answers present.

Some answers present

Little to no answers present

Quality of work

Honest, perceptive, observational answers

Response acceptable

Responses reveal little information on what was asked

Responses vague, confusing, nonexistent

Evidence of effort

Reflection is insightful

Responses made with some understanding

Responses show little understanding

Little to no effort. Responses do not connect to task presented

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