Unit12 IT Technical Support and Management Assignment 2 (Learning Aim B) Distinction
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Course
Unit 12 - IT Technical Support and Management
Institution
PEARSON (PEARSON)
UNIT 12 IT TECHNICAL SUPPORT AND MANAGEMENT, COVERS ALL CRITERIA
DISTINCTION LEVEL ASSIGNMENT
Learning aim B: Carry out routine support and
management activities on IT systems
B.P3 Complete at least six routine IT support activities safely, using some appropriate processes and behaviou...
Victor Anosike
Learning Aim B Unit 12: IT Technical Support and Management
Assignment 2
Unit 12: Assignment 2 – Carrying Out Routine
Support and Management Activities on IT
Systems
In this assignment, I will be showing that I understand IT Support and
Management as well as providing evidence of me carrying out several routine
support and management activities on IT systems.
What is IT Support and Management?
IT support and management focuses on supporting and administering technology
and information within an organisation; this includes managing networks,
software, hardware, and procedures that handle data and information. The
expansion and improvement of the IT department have been made possible by
more businesses employing IT in their business strategies. The primary goal of IT
support would be to maintain IT Computer systems and networks throughout the
company, as well as to handle end-user requests, troubleshoot technical issues,
and resolve them.
Key Features of IT Support & Management
There are several characteristics within IT support and management that are
crucial to ensuring the efficient and safe operation of computer systems in a
business:
Technical Support – This is often a contact centre that offers end-
users assistance and guidance with software, hardware, or network-related
problems.
System Administration – This includes both the management and
administration of computer systems as well as user account management,
programme management, storage management, and management of
storage.
Security Management – It includes all facets of safeguarding a company
asset, such as computers, users, and data storage, via the application of
security rules, protocols, and procedures.
Performance Optimisation – The practice of routinely observing and
adjusting a system to increase its functionality and improve system
performance.
Technical Documentation – The process of describing how a computer
system operates and documenting any technical problems and how they
were resolved for future use.
Management of User Support Requests
The process of resolving problems that prevent an IT system from being used
and functioning properly is known as managing user support requests. Some
issues that can be resolved include things like lost login information, for which an
email with a link to change the password can be sent to the user. Privacy
problems, copyright infringement, inadequate user training, and other greater
problems may require further handling and assistance.
, Victor Anosike
Learning Aim B Unit 12: IT Technical Support and Management
Assignment 2
When users face issues that prohibit them from using the system as intended,
the IT support team must be able to respond swiftly and adequately. This is
crucial to ensure that user happiness is not compromised and that the IT system
continues to work. The support staff must take measures to stop users
from breaking organisational rules or the law. One approach is to disable users'
accounts or lock them out of the system. Additionally, errors like hardware or
software flaws might prevent the system from working as it should, which would
need a quick fix. It's crucial to manage user support requests, which calls for
tenacity and a proactive attitude to deal with and resolve problems as quickly as
possible and limit the amount of disturbance to the IT system's functioning.
IT Support and Management Processes
To guarantee efficient administration of user requests and the best possible
performance of the support function, the IT support and management processes
cover a wide range of areas. Creating a support ticket, determining the request's
severity and priority, classifying it correctly, and assigning it to a support
technician are all steps in the issue and fault management process. The status of
unanswered requests may be escalated as appropriate, and constant contact is
crucial to keep users updated. The success of the IT support function is tracked
using service-level agreements (SLAs), which include measures like ticket
volume, response times, and closure rates.
Numerous factors go into the IT support and management procedures to ensure
that user requests are handled properly and that the support role is carried out
to its fullest potential. The focus of problem detection, isolation, and resolution
by IT operations management is issue and fault management. Here are a few
instances of problem and fault management:
Support Ticket – Explains the relationship between a consumer and a
customer care agent, enabling a business to build, update, and ideally
correct any issues that end users could be experiencing.
Assessing Severity and Priority of Requests – Evaluating the severity
involves determining how much a given problem can affect a certain piece
of software. Priority is the identification of which problems are urgent and
should be resolved right away or delayed.
Classifying the Request – This is the process of allocating incoming
requests to a workload group in accordance with the requests' criteria.
Allocating the Requests to a Support Technician – According to the
severity and importance of the request, this comprises processing the
requests and assigning them to the first line, second line, or third line of
support.
Escalation of Unresolved Requests and Communicating the Status
of Requests to Users - The end-users request will be forwarded to a
higher-ranking member of the IT support management if the IT support
team handling the issue is unable to resolve it. This frequently happens
when the support technician managing the case realises that it requires
more advanced knowledge and passes it on to the proper person on their
team. When processing a request, it's crucial to update the user on the
situation; communication is an excellent approach to achieve this,
especially when inquiries are made through the phone or chatbot in real-
time.
, Victor Anosike
Learning Aim B Unit 12: IT Technical Support and Management
Assignment 2
Service-Level Agreements (SLAs)
The goal of service-level agreements (SLAs) is to establish expectations between
the consumer and the service provider. This means that the product or service
that will be offered has to be well described. The SLAs handle the single point of
contact for end-user issues as well as the parameters used to monitor and certify
the process' efficacy. SLAs may be seen in action at a data centre, where
customers can be sure that technicians will respond to issues promptly and
effectively and will be always accessible.
User communication is an essential component of IT assistance. In order to fully
grasp demands and troubles so they can be dealt with them more accurately,
this calls for effective listening skills. Customers' contentment with the service
they receive may be greatly influenced by the tone of voice. If you speak to
customers aggressively, they are likely to be dissatisfied with the help they are
receiving. An essential skill for IT support and management is the ability to
provide accurate information relevant to a client issue or request since this will
be one of the criteria used to judge an IT technician's ability. For instance, if a
customer calls about a computer that isn't working, the IT support technician's
job is to try and diagnose the problem by asking questions. At the end of the
process, they will be able to estimate how long it will take to fix the problem and
how much it might cost.
In IT support and management, focusing on customer happiness is crucial since
it may have a significant influence on the company's reputation. Having
adequate resources will enable an analysis of user request data to quickly locate
problems. To guarantee that they can handle support requests or difficulties
properly, every IT support worker must undergo training. IT support
personnel are taught how to efficiently diagnose issues with hardware and
software. Since the bulk of requests happens throughout the week, it's a good
thing that IT support staff members are often accessible during specific times
during the week.
IT Support and Management Systems
The tools and services that IT support personnel use to troubleshoot and
maintain an organization's IT system are known as IT support and management
systems. These technologies aid in making sure that IT resources including
software, hardware, user devices, and networks operate without interruptions
and function at their peak levels.
Reporting Systems – a piece of software that gathers, examines, and
displays information like FAQs, common problems, and more. This
comprises helpdesk assistance, which might entail IT support assisting
users by phone, email, or chat while providing step-by-step instructions to
resolve a problem. One reporting approach that uses a visual
representation of data in the form of graphs or charts is called
"visualisation," which can make it simpler to understand and examine
data.
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