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BTEC LEVEL 3 Unit 12 - IT Technical Support
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BTEC LEVEL 3 UNIT 12 IT TECHNICAL SUPPORT P1,P2,P3,P4,P5,P6,M1,M2,M3,D1,D2 Includes over 5,000 words in assignment.
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UNIT 12P1: explain the tools and techniques used for technical
support
Control panel
Control panel is the common method of accessing set-up and customizaton optons in operatng
systems (In windows it is known as control panel.) It allows the user to change the user interface’s
appearance and modify functons on the system. Many users use control panel to uninstall or modify the
programs list which is installed on the computer. Control panel can be used as a computer maintenance
tool.
Event viewer
Event viewer (in the windows operatng it is known as event viewer, some operatng systems may have
their own alternatve.) displays a log of system messages (which includes of warning and errors.) The
event viewer is used to keep track on the computer and allow the user to troubleshoot issues with the
computer. Event viewer can be used as a sofware diagnostc tool.
Windows defender
Windows defender is an ant-virus which is built into windows 7. It allows the user to scan the computer
for any viruses, spyware or any other malicious sofware and then remove them from the computer.
Windows defender is useful for removing viruses which may have got into the computer system and
may be impactng the computer. Windows defender can be used as a computer maintenance tool.
Task manager
Task manager is a built-in sofware built into Microsof windows which allows a user to view tasks which
are currently running on the computer, the processes, and the performance of the computer. Task
manager could also be used to end processes and applicatons (which may be unresponsive.) Task
manager can be used as a sofware diagnostc tool.
Defrag
Defrag is a tool (which is included in windows operatng systems such as windows 7) which is used to
clean the computer’s hard drive. When data is stored to the hard drive, bits can get lost which means
that it takes longer for the computer to fnd the fle. Defrag puts everything to allow the pc to fnd fles
quickly. Defrag is used as a hardware monitoring tool.
CCleaner
,CCleaner (Sofware and hardware diagnostc tool.) is an efectve utlity for computers running Microsof
Windows that cleans out the 'junk' that accumulates over tme: temporary fles, broken shortcuts, and
other problems. CCleaner is used as a computer maintenance tool, and sofware diagnostc tool.
Cpu-z
CPU-Z (Hardware diagnostc tool) is a freeware system profling and monitoring applicaton for Microsof
Windows that checks the central processing unit, RAM, motherboard chipset, and other hardware
features of a modern personal computer. CPU-z is used a computer hardware troubleshootng tool.
Wireshark
Wireshark is an open source tool which used as a network packet analyzer which will capture network
packet and display packet data. Wireshark can be used to view security events and troubleshoot
network security device issues. Wireshark is used as a network troubleshootng tool.
Monitoring
Monitoring is used by businesses to let technicians have control over the user’s computer to solve the
issue, such as using remote desktop sofware which is sofware in which the technician does not have to
go to the computer physically which takes tme.
Fault log
A fault log is used to take notes of issues which have happened and then described in depth. Which lets
the technician to stay on track of faults which have previously occurred and if the fault was to occur
again, in which the technician can solve it quickly and easily as they can look at what was done before to
solve the issue before.
Questioning
Questoning is when questons are asked to the customer to allow the technician to have a good idea of
what the problem is. Which makes it quicker for the technician to know the problem, which will result in
the problem being resolved quicker. Questons could be asked face to face or a phone call.
Solution Dataaase
Soluton database is used when a fault happens, and this fault has happened before the technician can
check the database to see what was done previously to solve the same problem before. If a user has a
new problem, it will then be input into the database for future reference.
Recording faults and remedies
Recording faults and remedies is when the technician keeps record of faults which has occurred and
having the appropriate remedies to solve the faults which have occurred.
, References:
https://www.techopedia.com/defniton//164//control-panel
https://www.howtogeek.com//43161/htg-e/plains-what-the-windows-event-viewer-is-and-how-you-
can-use-it/
https://www.microsof.com/en-us/safety/pc-security/windows-defender.asp/
http://www.computerhope.com/jargon/t/taskmana.htm
http://searchwindowsserver.techtarget.com/defniton/defragmentaton
https://www.piriform.com/docs/ccleaner/introducing-ccleaner/what-is-ccleaner
http://www.cpuid.com/sofwares/cpu-z.html
https://www.wireshark.org/docs/wsughhtmlhchunked/ChapterIntroducton.html
P2 - explain the impact of organisational policies and
procedures on the provision of technical support
Working time
In the policies and procedures of MegaGO it states that: “The working week for the IT support division is
08.30 to /1.30 Monday to Friday. Any requests for additonal tme must be submitted two working days
in advance.” Which means that the technicians are not allowed to work outside the specifc days and
tmes, unless the technician has requested for e/tra tme in the appropriate tme frame and has gained
authority to do so.
Internet use
In the policies and procedures of MegaGO it states that:” Internet use is restricted to permitted sites at
all tmes.” Which would mean that technicians are not allowed to unblock or remove the restricton to
permitted sites under any circumstances regardless of the day and tme. In which if a user was to ask the
technician to unblock a specifc website the technician should not unblock the website, as this would be
breaking the policies and procedures of MegaGO. Many organisatons block websites such as social
media as this impacts the organisatons productvity.
Prioritisation
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