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Unit 12 - IT Technical Support and Management Assignment 1
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- PEARSON (PEARSON)
Unit 12 - IT Technical Support and Management Assignment 1 All Criteria Met Distinction Level 0% plagiarism
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IntroductionIn this project, I was asked to write a report based on an examination of the support and
management needs, as well as the features of the IT systems used by organisations, in order to
identify areas where assistance is required, as well as the involvement of various job types. In
addition, I'll assess the support and management needs and features, as well as the goal and type of
safe working practises. At least two different organisations' job responsibilities, systems, and
network tools were utilised.
Purpose and nature of IT System support:
The goal of IT system support and management is to assist in the support of a large number of users
who will be utilising the system, including beginners. Intermediate or expert users, as well as
administrators with access rights that include support workers. Additionally, College's IT support
team will be able to manage computer networks while also offering technical help to ensure fluency
within this organisation. IT support will be able to maintain computer systems, as well as install and
configure hardware and software, and resolve technical issues.
College's IT system assistance will consist of assisting and supporting computer clients with setup,
maintenance, debugging, and other computer-related issues. The specialists will then assist the
students remotely through phone or email to provide additional technical support updates.
The nature of HSBC IT system assistance is to assist employees with configuration and problem
diagnosis to monitor the customers bank accounts.
There are many members who will have their own job and aim in different areas for the assistance of
different types of users in the system at this institution. Students will be the most common users in
the IT system, and they are primarily people who are registered in a school or college to attend
sessions in a course they have chosen in order to achieve the proper degree of mastery of a subject.
Students, academic personnel, and non-academic workers are among the disabled users who are
recorded on the IT system. There are also a number of others.
Both COLLEGE and HSBC will be structured the same, with 3 lines of support, each role its going to
be categorized with the 3 lines of support. 1 st line of support its about the end user calls the service
desk (1 st line of support), where the employee will try to fix the customer’s problem and log it, for
example the receptionist its going to be 1st line of support, if the receptionist of COLLEGE cannot deal
with the problem then he will pass the problem to the 2 nd line of support, and so on. The first line of
support, in our case the receptionist will try and get as many information as possible from the
customer and they will try to determine their issue and to figure out the problem, they will try to
perform a basic troubleshooting method and would fix the simple problems, if the 1 st line of
supports its spending more time than usual, the customer will be transferred to the second line of
support.
, The second line of support is where technical troubleshooting and analysis its done by someone with
more knowledge for example an administrator, or somebody who has more knowledge than the first
line of support. The second line of support will analyse the problem based on the information given
by the first line of support, the 2nd line of support will dive deep into the problem and they will start
doing research and come up with a decision, if the issue its again not solve the issue will go to the
last and the most important line of support. The 3 rd line of support is made up from experienced
developers and technicians. As in COLLEGE the 3rd line of support will be considered to be IT
technicians. I am going to give an example on the organisation I am working with. College, if there its
an issue with our online e-learning platform Moodle they must go through the whole process of
finding the right person to fix the problem, such as people who developed and created Moodle for
this college. The developers of the COLLEGE Moodle are the most qualified to resolve issues like that
because they have made the e-learning platform from 0 and they could find immediately what its
wrong with the page. Another job roles such a the teacher/tutor and the canteen cashier would not
be considered in this line of support because they don’t have anything to do with this. Also the
canteen cashier, and the learning support assistant they don’t have anything to deal with this line of
support. People who are working as IT technicians will be considered as 3 rd line of support for the
COLLEGE college.
Continuity of IT-Based systems and processes:
The constant continuing of the systems and processes is accelerated, and the speed with which
secure and dependable systems are delivered makes them much easier to use. The system in use at
College is.
Storage - The maximum storage capacity for students to access and store their data and files on a
given drive is 3GB, and this is the maximum capacity because the technology can only manage this
much space to save and store their document files.
Virtual personal computer – virtual personal computers have been installed at College to allow
students and clients remote access to their work and files. The operating system and personal data
are stored on a network that can be accessed from anywhere using unique log-in credentials, rather
than on local PCs or other computing hardware.
Cloud storage - the organisation uses this procedure to allow students to see and save material on
hosted servers. This would indicate that individuals can save all of their papers, photos, audios, and
movies remotely without wasting space or using up their PC's storage capacity, such as megabytes.
Mobile phones and tablets - College is also available via mobile phones and tablets. These devices
are utilised to access all of the resources available on the internet, as well as to take notes and use
other learning resources. On mobile phones, the website will be different than on desktops/laptops,
in order to provide students with a better experience while also allowing them to see trustworthy
sources of information, services, and links. The layout is also designed to be more easily viewed and
read on a smaller screen.
Network system- Students will be able to access the disc and use the resources, and this will be used
to print a document on a shared network printer or use a shared storage device.
Email communication - email is used by the organisation to communicate with students, teachers,
parents, managers, and others by sending and receiving emails. It is also used to deliver files that
may be required, and it is utilised as part of IT technical assistance to inform or notify any difficulties
that may occur on computers in some classes. Additionally, companies that host events can notify
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