IT Support for End User Assignment Found

IT Support for End UsersAssignment

Assignment front sheet

Qualification Unit number and title

Pearson BTEC Level 4 HND Diploma in Computing and System Development

Unit 28: IT Support for End Users

Student name Assessor name

U Zaw Zaw Han

Date issued Completion date Submitted on

Assignment title IT Support for End Users

Learning Outcome

Assessment Criteria

In this assessment you will have the opportunity to present evidence that shows

you are able to:

Task no. Evidence

(Page no)

Criteria Met

(Assessor

LO1Understand

user problems

AC - 1.1 1.1 discuss an analytical approach to solving different types of user problems 1

AC - 1.21.2 evaluate the impact of problems on user productivity 1

LO2Be able to provide user support

AC - 2.1design suitable methods to monitor and documenttechnical support activities

2

AC - 2.22.2 deliver user support, both at the desktop and remotely,to meet user needs 2

LO3Be able to create user support programmes

AC - 3.1 (3.1) design a user support manual for an organisation that could be used by users before contacting the helpdesk.

3

AC - 3.2

(3.2)device a training course that could be presented to new employees of a company to enable them to be familiar with company IT policies and systems

3

(3.3) Produce a system support services plan for an organisation that includes support

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AC-3.3 planning, system maintenance and disaster recovery.

Merit Criteria for Computer System

M1Identify and

apply strategies to

find appropriate

solutions

AC – 1.1

Complex problems with more than one variable have been explored.A suitable plan for appropriate communication techniques installation and upgrading method has been designed applying appropriate methods and techniques.

HGQ

`M2

Select/design and

apply appropriate methods/

techniques

AC – 2.2

The selection of methods and techniques/sources has been justified.

Provide support (telephone/online helpdesk/physical helpdesk) in both software and hardware queries by the users of the company IT equipment.

HGQ

M3Present and communicat

e appropriate

findings

AC – 2.1

The appropriate structure and approach has been used.

You are required to create a test plan using appropriate structure and approach has been used. System capacity problems, transmission problems (cables, switches, routers), connectivity problems (internet, other systems, printers, shared resources)of EFR Group of companies. Once completed, carry out your documented tests

HGQ

Distinction Criteria for Computer SystemD1

Use critical reflection to evaluate own work and justify valid conclusions

AC – 3.2

Conclusions have been arrived at through synthesis of ideas have been justified.

IT is a fast changing area and two days per year is probably not enough to keep abreast of changes and updates. Therefore advice and guidance could be out of date or meaningless.

HGQ

D2Take

responsibility for

managing and

organising

AC – 3.1

The design of methods/techniques has been justified.

Create a design how to upgrading/replacement of existing system hardware/software, infrastructure (backbone, routers, switches, cabling,

HGQ

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activities WAPs).removal of temporary files, password policies of all departments with report.

D3Demonstrat

e convergent/lateral/creative thinking

AC – 3.3

Ideas have been generated and decisions takenDecisions taken during the workstation/ server planning and installation natural disaster, power failure, major loss of data, security breaches, restoring data demonstrate convergent thinking.

HGQ

Learner declaration

I certify that the work submitted for this assignment is my own and research sources are fully acknowledged.

Student signature: Date:

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Assignment brief

Unit number and titlePearson BTEC Level 4 HND Diploma in Computing and System Development

Qualification Unit 28: IT Support for End Users

Start date

Deadline/hand-in

Assessor U Zaw Zaw Han

Assignment title IT Support for End Users

Purpose of this assignment This assignment is intended the learners to provide and support for users and network administrators over the telephone and by email Configuration and testing of any new hardware and Software. Diagnosis of desktop, application, networking and infrastructure issues. It was impressed by his initiative and his thirst for knowledge It was particularly impressed by the professionalism and technical innovation that Students demonstrated on their Support for End User Plan Project.

Scenario A Company, how called Myanmar Round The World Company Limited you are a technician as you need to know how the ICT technician would support users to meet their needs, and the variety of approaches that organization adopt to support end users.

A typical role of an ICT Support Technician is to provide support to users of a particular network (often within several buildings, depending on the size of the company).

Duties of a typical ICT Support technician would include the following:

* Installation and maintenance of the company IT network equipment (software and hardware).

* To carry out simple upgrades and repairs to company computers.

* Assist with Network User Account management and creation.

* Assist with the safe movement of computerized equipment.

* Provide support (telephone/online helpdesk/physical helpdesk) in both software and hardware queries by the users of the company IT equipment.

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* Possibly assisting in the training needs of users of IT equipment.

* Team Work of more complicated faults to the appropriate senior technician or manager.

PASS QUESTIONS (answer ALL)

Task: 1 (LO:1 AC 1.1, 1.2)

1.1 discuss an analytical approach to solving different types of user problems

Assessor initials if achieved

To achieve P1.1, If a company, there are several stages to solve a problem by using analytical approach, eg: software fail, internet problem or system compatibility with explanations and figures.

1.2evaluate the impact of problems on user productivity

Assessor initials if Achieved

To achieve P1.2, So many usages of users problems. Eg: slow computer, virus infection, out of balance computer power and user’s usage, etc….with notes

Task: 2 (LO2: AC 2.1, 2.2)

2.2 deliver user support, both at the desktop and remotely,to meet user needs

Assessor initials if achieved

To achieve P2.2, Test a configured and upgrade computer system and network for functionality

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2.1 design suitable methods to monitor and documenttechnical support activities

Assessor initials if achieved

To achieve P2.1, In your company, a technician (you) support for end user. How to solve type of problems, eg suitable method to monitor and document technical support activities (maintenance schedule, monitoring another computer using the network, eg: live chat, remote PC support, etc….submit a report.

Upgrade a computer system in your network, installing and upgrade hardware and upgrade software components device driver installation, reconfiguring network card, adding memory chips; change of motherboard; installing new hard drive

Task: 3 (LO3: AC 3.1, 3.2, 3.3)

3.2 device a training course that could be presented to new employees of a company to enable them to be familiar with company IT policies and systems

Assessor initials if achieved

To achieve P3.2, Identify training needs Analyse your training needsHow to troubleshoot hardware, software and training outcome, etc…

3.3 Produce a system support services plan for an organisation that includes support planning, system maintenance and disaster recovery.

Assessor initials if achieved

To achieve P3.3 IT Department would need to have system maintenance plan and disaster recovery plan for an organisation, write down maintenance schedule plan and disaster recovery plan, how should they do for that…

Higher Grade Questions (HGQ):

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3.1 design a user support manual for an organisation that could be used by users before contacting the helpdesk.

Assessor initials if achieved

To achieve P3.1, User support manual with example…..

M2(LO2: AC:2.1)

Provide support (telephone/online helpdesk/physical helpdesk) in both software and hardware queries by the users of the company IT equipment.

Assessor initials if achieved

To achieve M2, select two systems that are commercially and suit the needs of the company as stated above providing details of the hardware and software queries problem. Evaluate each system individually and select one and justify why you think it would be most suitable.

M3(LO3: AC:3.2)

You are required to create a test plan using appropriate structure and approach has been used. System capacity problems, transmission problems (cables, switches, routers), connectivity problems (internet, other systems, printers, shared resources)of EFR Group of companies. Once completed, carry out your documented tests

Assessor initials if achieved

You are required to create a test plan see figure that tests the main hardware and software components of EFR Group of companies. Once completed, carry out your documented tests.Any failures should be explained using screen shots.Test PlanTester: Test Date:Test Location:

D1(LO4: AC:3.1)

IT is a fast changing area and two days per year is probably not enough to keep abreast of changes and updates. Therefore advice and guidance could be out of date or meaningless.

Assessor initials if achieved

Write a report that two days per year is probably not enough that you tested. Therefore advice and guidance of date or meaningless, make suggestions on improvements.

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M1(LO1, AC-

1.3)

A suitable plan for appropriate communication techniques installation and upgrading method has been designed applying appropriate methods and techniques.

Assessor initials if achieved

By considering different types of plan for appropriate communication techniques installation and upgrading method what you have suggested on given scenario and give examples for your company. Judge reasons on your recommendation.

D2(LO3:AC:3.1)

Create a design how to upgrading/replacement of existing system hardware/software, infrastructure (backbone, routers, switches, cabling, WAPs).removal of temporary files, password policies of all departments with report.

Assessor initials if achieved

Create a design how to upgrading/replacement of existing system hardware/software infrastructure build and configure in your organisation and prepare presentation to compare the hardware and software specification of all departments with report.

D3(LO3:AC:3.4)

Decisions taken during the workstation/ server planning and installation natural disaster, power failure, major loss of data, security breaches, restoring data demonstrate convergent thinking.

Assessor initials if achieved

In your company, a technician (you) support for end user. How to solve type of problems, eg suitable method and technical support activities. ( maintenance schedule, software update, device driver installation, reconfiguring network card, adding memory chips)With notes.

Sources of InformationBooksText Books

Dick D – The PC Support Handbook: The Configuration and Systems Guide (Dumbreck Publishing, 2009) ISBN 9780954171131Anfinsin – IT Essentials: PC Hardware and Software Companion Guide (Cisco Press, 2010)MacRae – The Computer Manual: The Step-by-step Guide to Upgrading and Reporting a PC (Haynes Group, 2002) ISBN 1859608884

All assignments should be submitted in the correct portfolio format by the required deadline and checked fully for spelling and grammar.Your portfolio should have a title page and a contents page with suitable subsections and page

number referencing.

This brief has been verified as being fit for purpose

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Assessor U Zaw Zaw Han

Signature Date

Internal verifier U Mg Mg Kyaw

Signature Date

Evidence checklist Summary of evidence required by student Evidence

presented

AC – 1.1Learners need to explain the role of computer systems with explanations and figures.

AC – 1.2 Learners need to explain the hardware, software and peripheral components of a computer system with diagrams and notes

AC – 2.1 Discuss and Compare different types of computer system with examples and notes

AC – 2.2 Learners need to summit a report Produce a system design specification to meet a client’s needs

AC – 3.1 Learners need to Evaluate the suitability of a system design specificationwith

AC – 3.2 Learners need to test and document a computer system using screen shots

AC – 4.1 Learners need to do that perform routine maintenance tasks on a computer system using screen shoots and notes

AC – 4.2Learners need to do that upgrade the hardware and software on a computer system using screen shots

M1Learners need to compare different types of computer system with notes

M2Learners need to produce a system design specification to meet a client’s needs with clear notes

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M3Learners need to test and document a computer system using test plan figure and screen shots

D1Learners need to perform routine maintenance tasks on a computer systemReports with notes

D2Learners need to build and configure computer system to meet a design specification using diagram and reports

D3 Learners need to design suitable methods technical support activities with notes

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Achievement Summary

QualificationPearson BTEC Level 4HND in Computing and System Development

Assessor name U Zaw Zaw Han

Unit Number and title Unit 28 IT Support for End Users Student name

Criteria Reference

To achieve the criteria the evidence must show that the student is able to:

Achieved?(tick)

AC – 1.1 Discuss an analytical approach to solving different types of user problems

AC – 1.2 Evaluate the impact of problems on user productivity

AC – 2.1 Design suitable methods to monitor and document technical support activities

AC – 2.2 Deliver user support, both at the desktop and remotely to meet user needs

AC – 3.1 Design a user support manual for an organization that could be used by users before contacting the helpdesk

AC – 3.2 Device a training course that could be presented to new employees of a company to enable them to be familiar with company IT policies and systems

AC – 3.3 Produce a system support services plan for an organization that includes support planning, system maintenance and disaster recovery

Higher Grade achievements (where applicable)

Grade descriptor Achieved?(tick)

Grade descriptor Achieved?

(tick)M1: Identify and apply strategies to find appropriate solutions.

Effective judgements have been made.

D1: Use critical reflection to evaluate own work and justify valid conclusions.

Conclusions have been arrived at through synthesis of ideas have been justified.

M2: Select / design and apply appropriate methods / techniques.

The selection of methods and techniques/sources has been justified.

D2: Take responsibility for managing and organising activities

Substantial activities, projects or investigations have been planned, managed and

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organized.

M3: Present and communicate appropriate findings

The appropriate structure and approach has been used.

D3: Demonstrate convergent / lateral/creative thinking

Ideas have been generated and decisions taken

Assignment Feedback

Formative Feedback: Assessor to Student

Action Plan

Summative feedback

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Feedback: Student to Assessor

Assessor signature Date

Student signature Date

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