Distinction level work was written in spec with Information Technology Course by Pearson
Compare the support and management needs and characteristics of different IT systems, showing how they would meet the client’s requirements.
Evaluate the support needs and characteristics of different ...
compare the support and management needs and characteristics of different it systems
showing how they would meet the client’s requirements
distinction level work was written in spec with information
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PEARSON (PEARSON)
Information Technology 2016/2017 NQF
Unit 12 - IT Technical Support and Management
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Unit 12 - IT Technical Support and
Management Assignment 2
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Level Distinction
Unit 12 Assignment
Intro:
I am currently working as an IT Technician for a PC repair company. My manager, is keen on
expanding the into the IT support and management market, which is focused on outsourcing IT
support to businesses within the area. I have been assigned the task, of establishing the
characteristics and needs of things involved within the IT Support sector. The different factors that I
must take into consideration are working practices, variation in skill level of user and the tools
required to perform such tasks. I will try to suggest improvements to help my manager make a
reasonable decision about branching out within this sector through justifying them in considerable
amount of detail, and through thoughtful layout and the uses of two varying examples of businesses
as a benchmark of IT Support and how it can be adjusted to meet different needs for different
organisations.
Loughborough Facilities
Organisation: Loughborough Facilities
Employees Upwards 200
Customers 16000
Network Size Several Hybrid Networks
Number Of PC Onwards 2000
Number of Servers 4
IT Support dedicated Staff 15
In an Education Business such as Loughborough Facilities, I know that this is a business with 200+
employees and over 15,000 students spread over two campuses meaning that their IT Support is big
overall and for some services such as maintaining printers or exchanging parts within Dell computers
they outsource a company to manage those things. Therefore, their IT Support is focused, on
providing services, that will enable the customers of the system to learn, and the employees to
teach.
In Loughborough Facilities instance, working in a safe environment is vital for
businesses as well as for personal well-being of the IT Support staff. The
government has put different legislations in place to ensure that not only the IT
Support, but the whole business world must follow, to ensure their environment
is a safe working place for its employees to ensure that their health is not at risk,
otherwise heavy penalties can be put on the company by the government
between 1 and 30 percent of annual profit as well as employee absence as a
result of injury which may lead to a legal case.
Due to Loughborough Facilities, being an education business the legislations that
they must follow are much tighter, because they affect almost every
stakeholder, not just the employees, such as:
Copyright Law
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Level Distinction
This legislation applies to anything being used without the permission of an
original author. In the instance of IT Support at Loughborough Facilities this would
include software and the licencing for each computer making sure it is use is
within the law. This means that all software, should be directly purchased from
the creator company, while managing of retaining every key purchased in case of
digital download for evidence in an event of an audit. In addition, Loughborough
Facilities must ensure that their customers apply to the same law, and they have
implemented this system called ‘Turnitin’ that monitors all the work completed by
the customers, otherwise known as students and verifies its authenticity.
Display screen equipment (DSE)
This legislation mainly applies to the people that work with computers, as
it makes sure that they have the correct posture, as well as that the
monitor has the correct adjustment settings to ensure that a person is not
straining their neck by constantly looking up. The IT Support at
Loughborough college, have made sure that the company is compliant
with this legislation, through purchasing monitors that have the function
of adjustment, this enables its users to adjust the monitor up or down
dependant on how they’re sitting to ensure the correct posture is being
kept, and that the users eyes are aligned with the top of the monitor
ensuring the user does not have to look up to see their monitor.
Health and Safety (Display Screen Equipment) Regulations 1992 (as amended 2002)
This legislation ensures, that the workstations at any company are
appropriately adjusted to fit health and safety standards. Loughborough
Facilities have recently focused on that that monitors are checked in
terms of appropriate adjustments, chairs are checked that they are
ergonomically designed. Recently Loughborough facilities have found that
their chairs are not ergonomically designed meaning that the chair did
ensure that the user was sitting at a 90-degree angle with straight back,
but it did have head support, due to those factors Loughborough Facilities
have decided to exchange all the chairs within the Facilities to be
compliant with this legislation. The keyboards were also checked
whether they are stable, and do not have any sharp edges and they have
all passed the test. Finally, this legislation also ensures that the user has
appropriate breaks, five minutes break for every 60 minutes sat at a
computer screen. Loughborough Facilities are complaint with this
legislation through providing the user with appropriate breaks. In
addition, this legislation also makes sure that if an employee requests an
eye test, Loughborough Facilities must make this service available.
Injuries from poor ergonomics include:
o Repetitive Strain Injury
o Damaged eye sight
o Headaches
To prevent those types of injuries, the Loughborough Facilities are
compliant with the law and provide for its users:
o Provide adjustable screens
o Provide anti-glare screen filters
o Provide adjustable chairs
o Provide foot supports
o Provide suitable lighting
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