Learning Goals
Winter 2024
Learning Goal 1
Goal
Being able to properly manage various aspects of time management and being efficient when it comes to regularly checking calender and attending meetings, managing tasks in a timely manner.
Action plan
Identify areas where you can improve efficiency, such as minimizing distractions, prioritizing tasks, and better utilizing calendar tools. Arrive punctually for meetings and respect the allocated time. Encourage efficient discussion and decision-making to avoid unnecessary prolongation.Group similar tasks together and process them in batches to minimize context switching and optimize productivity
Measure of Success
1. Consistently maintain an up-to-date calendar with all scheduled events, meetings, and deadlines.
2. Feedback from the supervisor indicates satisfaction with the efficiency and outcome of discussions.
3.Quantifiable reduction in time spent on non-essential tasks or activities due to improved time management practices.
Reflection
Reflecting on my action plan, maintaining an up-to-date calendar has significantly improved my organizational skills and reduced scheduling conflicts, ensuring preparedness and punctuality. Positive feedback from my supervisor indicates my effective communication and meaningful contributions to discussions, boosting my confidence and enhancing professional relationships. Improved time management practices have led to a quantifiable reduction in non-essential tasks, allowing me to focus on high-impact activities and maximize productivity. Overall, these strategies have profoundly enhanced my efficiency and professional growth, underscoring the importance of structured planning, continuous feedback, and focused effort in achieving success.
Learning Goal 2
Goal
Being able to communicate with the customers in an efficient and friendly manner that would result in customer satisfaction.
Action plan
1. Observe more experienced co-workers dealing with customers and paying attention to their vocal and body cues.
2. Get all the relevant information from the customer and make clear notes which can further clearly explain the issues faced by the user in the future.
3. Ensure that communication is aligned with the company's brand voice, values, and customer service standards.
Measure of Success
1. Look for positive comments on the clarity, friendliness, and effectiveness of communication interactions.
2. Aim to reduce the frequency of complaints and negative feedback through improved communication practices.
3. Aim to reduce resolution times while maintaining a high standard of service quality.
Reflection
Reflecting on my action plan, I focused on achieving positive comments on the clarity, friendliness, and effectiveness of my communication interactions. By improving communication practices, I aimed to reduce the frequency of complaints and negative feedback. Additionally, I sought to decrease resolution times while maintaining a high standard of service quality. Overall, these efforts have enhanced my ability to communicate effectively, address issues promptly, and deliver excellent service.
Learning Goal 3
Goal
1. Gain in-depth understanding of hardware, software, and networking systems commonly used within the organization.
2. Develop problem solving skills to able to resolve the issues faced by the customers.
Reflection
Action plan
1. Take advantage of opportunities to shadow experienced colleagues or participate in cross-training exercises to observe real-world usage and troubleshooting scenarios.
2. Maintain detailed documentation of acquired knowledge, including system configurations, troubleshooting steps, and best practices.
3. Schedule regular meetings or check-ins with the supervisor to discuss progress, seek clarification on complex topics, and receive constructive feedback.
4. Regularly review past support cases and customer interactions to identify patterns, recurring issues, and areas for improvement in problem-solving approaches.
Measure of Success
1. Active participation in knowledge-sharing sessions, peer reviews, and collaborative problem-solving exercises, contributing to ongoing team learning and improvement.
2. Consistent adherence to established response and resolution timeframes, minimizing customer wait times and ensuring prompt attention to support requests.
3. Recognition for contributions to knowledge sharing and documentation efforts, such as creating or updating support articles, tutorials, or training materials for internal use.
Reflection
Reflecting on my action plan, I actively participated in knowledge-sharing sessions, peer reviews, and collaborative problem-solving exercises, contributing to ongoing team learning and improvement. I consistently adhered to established response and resolution timeframes, minimizing customer wait times and ensuring prompt attention to support requests. Additionally, I received recognition for my contributions to knowledge sharing and documentation efforts, such as creating or updating support articles, tutorials, and training materials for internal use. These actions have enhanced team collaboration, improved customer service, and enriched our internal resources.
Summer 2024
Learning Goal 1
Goal
Being Direct, that is to get to the point without unnecessary fillers while communicating with the users. This makes it easier to understand the issues that the user is facing and allows for effective trouble shooting
Action plan
Get effective feedback from Co-workers and Supervisor whenever communicating through email or text with the user.
Measure of Success
Measure of success is when there is less back and forth communication between the user and me which means that the message is being delivered with effectiveness.
Reflection
During my first work term, I often overthought whether asking certain questions might offend customers when addressing the issues they were experiencing. This hesitation extended even to asking fundamental questions. However, by the end of the summer term, I realized that as long as questions are posed in a friendly and genuinely curious manner, customers are generally willing to provide as much information as possible to help troubleshoot the problem. This in fact helped me to troubleshoot the issue much effectively in much lesser time periods that before by simply just asking more questions related to the issue.
Learning Goal 2
Goal
To be able to work effectively with the team to resolve problem effectively
Action plan
Active Listening: Listen to each and every detail mentioned by the user and co-workers/Supervisor.
Encouragement and Support: Motivate and support your teammates to create a positive work environment.
Measure of Success
Less mis-understandings and confusions within the team regarding issues and problems being faced by the users
Reflection
During my time working at the City of Guelph, there were instances where the entire service desk collaborated to solve complex issues. These experiences taught me the value of teamwork, particularly how teams brainstorm and work together to resolve customer concerns. I learned how to effectively express my thoughts and ideas while contributing to problem-solving efforts. Additionally, I developed the ability to carefully listen to my colleagues, recognizing the importance of attention to detail in achieving successful outcomes.
Learning Goal 3
Goal
Understand the essence of different technologies used within the organization.
Reflection
Action plan
Ask the specialists within the organization about the technologies used to perform specific functions such as how the network team manages the network related resources in the city.
Measure of Success
Thorough understanding or different technological aspects within the organization.
Reflection
When I first started working, I quickly realized that a wide range of technical terminology was being used across various teams and departments within the city’s municipal corporation. Each team employed different applications, technologies, and tools to effectively achieve their goals in managing the city, with each department having its own area of expertise in specific software. During my time there, I proactively engaged with members of different teams to understand their responsibilities and how they utilized particular software to meet their objectives. I also explored the limitations of these tools and considered how their functionality could be improved to better support their work