Handover Documentation

One of my first projects after being seconded to TEL Support was writing procedure notes for my colleagues on the Senior Helpline covering all of the customer support I provide for Blackboard, PebblePad and associated systems. When I was offered the position at the University of Sunderland only a little later this became a much bigger job. Thus to date I have now written or updated some 61 procedures, mostly for the Helpline, a 5,000 word handover document which covers everything else and for which TEL Support will be responsible going forward, compiled a small knowledgebase gathering together every piece of documentation I have on supporting PebblePad, delivered four training sessions to the Helpline, spent an entire afternoon training a willing and brave volunteer on everything to do with PebblePad, and finally delivered a whole day of training to members of the TEL Support team covering absolutely everything I could think of and the aforementioned handover document. And this is just the ‘official’ work, the amount of informal training I have given in the form of additional assistance to individual queries would total days.

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