ICTSAS432 Identify and resolve client ICT problems

ICTSAS432 Identify and resolve client ICT problems


Assessment Guide
ICT Helpdesk

ICTSAS432 Identify and resolve client ICT problems

ICTSAS442 Provide first-level remotehelp desk support

ICTICT451 Comply with IP, ethics and privacy policies in ICT environment

 
        

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© Australian College of Business Intelligence

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Version: 23.0

Date Modified: June 2023

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1. Assessment Information


Purpose of assessment

This assessment assesses your knowledge and skills in:

  • Identify, record, prioritise and resolve client information and Communications technology (ICT) support activities and escalate as required.

  • Resolving first-level user support issues and change requests remotely for a range of Information Communication Technology (ICT) systems.

  • Complying with the protection and lawful use of intellectual property (IP) and to implement relevant organisational ethics and privacy policies.

What you are required to do

For this assessment, you are required to complete seven tasks:

Task A – Kknowledge test

Task B – Identify the client problem.

Task C – Determine client problems by questioning or other techniques
Task D -Identify the ICT system being used by the client
Task E – Confirm resolution of user support issue and change request  
Task F – Finalise client support procedures
Task G – Communicating IP, ethics and privacy policies

Tasks B to G of this assessment require you to use the provided case study information.

Important resources for completing this assessment

To enable the candidate to complete this assessment, the following documents have been provided in the unit course page on Moodle:

  • earner guide


A note on plagiarism and referencing

Plagiarism is a form of theft where the work, ideas, inventions etc. of other people are presented as your own.

When quoting or paraphrasing from a source such as the Internet, the source must be recognised. If the candidate is quoting a source, they must make sure to acknowledge this by including “quotation marks” around the relevant words/sentences or ideas. The candidate should note the source at the point at which it is included within their assessment, such as by using a citation. The candidate can then list the full details of the source in a ‘references’ section at the end of their assessment.

All sources used for the candidate’s assessment should be detailed in the ‘references’ section.  It is advisable for the candidate to never copy another person’s work.


Instructions for completing this assessment

Answer the questions below using the spaces provided:

  • Answer all parts of each question
  • Use your own words and give examples wherever possible
  • The quality of your answer is more important than how long it is
  • Enter your answers in this document


Submission via Moodle

Please refer to the “Instructions for Submitting Your Assessment” found within the unit course page on Moodle.

NOTE: Please take care to follow all instructions listed. Assessments uploaded with a draft status on Moodle may not be graded.

2. Assessment Coversheet                       

Candidate Name:Viktoria Zilkova
Student ID:ACBI20220734
Contact Number:+61 426 963
Email:Viktoriazilkova1984@gmail.com
Trainer / Assessor Name:Prasam
Qualification:ICT40120 CERTIFICATE IV IN INFORMATION TECHNOLOGY
Units of Competency:ICTSAS432 Identify and resolve client ICT problems ICTSAS442provide first-level remote help desk support ICTICT451 Comply with IP, ethics and privacy policies in ICT environment  
Assessment Tasks:Task A -KnowledgeQuestions Task B – Identify the client problem. Task C – Determine client problems by questioning or other     techniques
Task D -Identify the ICT system being used by the client
Task E – Confirm resolution of user support issue and change request  
Task F – Finalise client support procedures
Task G – Communicating IP, ethics, and privacy policies.  
Due Date: Date Submitted: 
Declaration:I have read and understood the following information at the beginning of this assessment guide (please tick):
☐   Assessment information☐   Submitting assessments☐   Plagiarism and referencing
I declare this assessment is my own work and where the work is of others, I have fully referenced that material.
Name (please print):Viktoria Zilkova
Candidate signature:   
Date:1/08/2023

Assessment Task A: Knowledge Test

Answers all the qquestionbbelow:

Question 1:

Ccomplete the following table by identifying two types of industry hardware and their features and capability and two types of industry software and key features and capability.

Learning Resource:

Industry hardwareFeatures and capability
3D printers    
Drones
Industry softwareFeatures and capability
Microsoft Word    
Hotel management system
Question 2:

Identify two operating systems and complete the table below.
Learning Resource: Learners Guide, PPT slides

Operating systemKey functionKey features (list at least three)
Microsoft Windows OSKey function is to organise and manage the resources of computer such as Internet access, opening applications as well as documents printing.
Linux OSKey function is to support the multi-threading and higher volumed applications.
Question 3:

Answer the following questions

3.1 Explain the purpose of a help desk.

Learning Resource: Learner’s Guide, PPT Slides

Helpdesk is in charge of helping customers solve problems always and everywhere on time, they solve problems using analyses from the lowest level, such as starting with switching on and off. They must have good communication skills.

3.2 Identify three common security and network guidelines and procedures.
Learning Resource: Learner’s Guide, PPT Slides

AnswerUse strong passwords: create a password using big and small letters, numbers and symbols. Do not use easy password as name, date of birth. It is good to change password once in a while. Update system: OS, antivirus, applications. Protects it from threats, found errors, fixed weak points in the system. Be careful with email and links: don’t click on everything someone send, don’t download something, don’t give sensitive information anywhere, you have to check everything first using different sites
Question 4:

Answer the following questions

4.1 Explain how an organisation’s structure can be relevant to the identification and resolution of client ICT problems.
Learning Resource: Learner’s Guide, PPT Slides

AnswerStructure is relevant for the effectiveness of identifying and solving client problems. The way the organization is organized and its internal processes can affect how quickly and accurately problems are solved

4.2 Identify two examples of sustainability practices/environmental guidelines that should be followed when identifying and resolving client ICT problems.

Learning Resource: Learner’s Guide, PPT Slides

AnswerThe sustainable practices example includes:
Question 5:

Answer the following questions regarding customer service policies and procedures

5.1. Explain the importance of customer service policies and procedures for obtaining feedback using 50-100 words. 
Learning Resource:Learner’s Guide, PPT Slides

AnswerThe policies of customer support ensures the standard practices of firms for handling the problems, requests and queries. In addition to create the effective policies, it is important to understand the journey of customer by taking their feedbacks. In addition to that, with the help of obtaining feedbacks from the customer in the form of social media and surveys, firm can get significant insights about their services and quality and what are the expectations of customer. In short, the feedback policy helps to point out the aspects of product and the needs for the improvement and appreciation according to it.

5.2. Why are policies and procedures important in customer service? Answer using 30-60 words.
Learning Resource: Learner’s Guide, PPT Slides

AnswerThe policies  related to customer service helps the team to follow their regular practices that are necessary like to find out quick way to resolve the problem or most efficient way for answering the FAQs (frequently asked questions). These policies and procedure also helps in improving the customer services continually and keep their operations as organised and effective as possible.
Question 6:


Answer the following questions regarding contexts where escalation procedures are required

6.1. What is the purpose of an escalation process? Answer using 20-40 words. 
Learning Resource: Learner’s Guide, PPT Slides

AnswerThe escalation process is the procedure of business that the project managers follow to alert their key stakeholders regarding current state of the project.


6.2. Research online and identify two (2) types of escalation?
Learning Resource: Learner’s Guide, PPT Slides

AnswerCustomer escalation: setting when a dissatisfied customer tries to escalate his problem directly to a higher level. Hierarchical escalation : the issue or problem is escalated to higher levels within the same department od function, typically following the organizational hierarchy.
Question 7:

Answer the following questions regarding organisational guidelines, including user support services

7.1. What are end-user support services? Answer using 20-40 words. 

Learning Resource:Learner’s Guide, PPT Slides

AnswerThe mission of User end support services is to respond and then resolve the requests of customer services into timely manner that depends on the complexity and type of concern. 

7.2. What are the two (2) different types of user support services.  
Learning Resource:Learner’s Guide, PPT Slides

AnswerTechnical support: is for technical problems like hardware problem, software issues network connectivity or troubleshooting. Multilingual support: users speak different languages, they can solve technical problems in various languages. It is for client who isn’t  native speakers. They adapt to the customers
Question 8:


Answer the following questions regarding work health and safety (WHS) procedures related to:

  • ork environment
  • organizational requirements

8.1. Discuss WHS consultation processes and procedures related to work environment and organisational requirements using 20-40 words. 
Learning Resource:Learner’s Guide, PPT Slides

AnswerOrganisation Requirement: Written document, which provides the guidelines about how business must handle workplace’s safety measures. Consultation Process: The procedure includes seeking views of workers and then considering them prior to any decision making.  

8.2. What are your WHS responsibilities as an employee? Answer using 20-40 words.
Learning Resource:Learner’s Guide, PPT Slides

AnswerBeing an employee at WHS, key responsibilities include:
Question 9:

Answer the following questions regarding user support policies of limited complexity related to known or basic options.

9.1. Discuss the purpose of having user support policies of limited complexity related to known or basic options using 20-40 words.

Learning Resource: Learner’s Guide, PPT Slides

AnswerThe user support policy contains the company’s understanding about what is desired by the customer and what has to be delivered accordingly.

9.2. What are Level 1 and 2 IT supports? Answer using 20-40 words
Learning Resource:Learner’s Guide, PPT Slides

AnswerLevel 1: It includes the simple request from customer which requires very limited support of IT. Level 2: It escalates the concerns to in depth issues that is in technical support.
Question 10:


Answer the following questions regarding intellectual property and relevant legislation.

10.1. Define the term intellectual property and outline three types of intellectual property as relevant to ICT. Answer using 20-40 words
Learning Resource:Learner’s Guide, PPT Slides

AnswerThe motive of intellectual property is to incentivise the creativity and property by simply granting the exclusive rights to owners. There are three types of intellectual property such as patents, trademarks and copyrights


10.2. Also describe the legislation that applies to intellectual property. Answer using 20-40 words
Learning Resource:Learner’s Guide, PPT Slides

AnswerThe copyright Act of 1968 (Cth) protects all of the original dramatic works, artistic works, literary work and other publishing work.
Question 11:

Answer the following questions regarding ICT industry code of ethics, IP and privacy.

11.1. List the names of the policies and procedures that address IP, ethics and privacy for your chosen organisation. Describe the main purpose of each.  Answer using 80-120 words
Learning Resource:Learner’s Guide, PPT Slides

AnswerIT Biz Solutions follows certain policy and procedures to handle the information of users such as:

11.2. Identify at least two examples of codes of ethics that are relevant to the ICT industry. List the name of the code of ethics and its purpose, plus a weblink where it can be sourced.

Learning Resource:Learner’s Guide, PPT Slides

AnswerISACA- The Information Systems Audit and Control Association. Is an ethical code that describes principles and guidelines for IT cybernetic. Honesty, objectivity and care in the management and administration of information systems. AITP – The Association of Information Technology Professionals. Provides a code of ethics that guides IT professionals in decision-making and processes and interactions with clients and colleagues. Honesty, respect, development. https://www.aitp.org/page/CodeOfEthics
Question 12:

Answer the following questions regarding ICT industry code of ethics, IP and privacy role.

12.1. Based on your review of the policies and procedures above (question 11.2), give a summary of your own role in relation to IP, ethics and privacy and two example actions for each that ensures that IP, ethics and privacy requirements are not breached. Answer using 120-180 words
Learning Resource:Learner’s Guide, PPT Slides

AnswerFrom the review it can be seen that the IPs are found to be flexible as they can be categorised as well as protected into various ways depending on the type of service or product in an organisation. Along with that, the organisation’s code of practices also reflects the moral and ethical obligations of the organisation they wish to uphold. This means that the data must only be kept if needed for accessed and maintained accurately for the authorised parties only. Since for any organisation privacy of the individual’s information is the core responsibility to be taken care of. Other than that, the industry associations provide the code of standards and ethics that are aimed at the reputation promotion of the firm.


12.2.Describe the organisation’s processes/procedures for communicating IP, ethics and privacy policy to staff. Answer using 50-80 words

Learning Resource:Learner’s Guide, PPT Slides

AnswerThe procedures for communication IP, privacy policies and ethics to the staff includes: Distribution of written guidelines and policies, providing training workshops or sessions, review confidential reporting for any ethical issues as well as conducting meetings regularly to discuss any kind of updates or changes into the policies or procedures.

Assessment Task B- Team Meeting

Please read the case study provided for this unit and complete the tasks from B to G. To complete this assessment task students are required to participate in a meeting using the template provided:

When conducting the meeting, you are required to:

  • rs
  • problems
    • determine the user support issue

The team member will:

After the meeting, you are then required to:

  • .


Submission Requirement:

Meeting agenda:

Date/Time:1-August-2023
Location: Sydney, Australia
Chairperson:MR. Viktoria Z
Meeting Attendees: Full names and roles  Attendee 01 Attendee 02 Attendee 03 Attendee 04  
Agenda Item/TopicDiscussion/OutcomesAction OfficerDue Date
WelcomeA Warm Welcome to All the Attendees, and Thank a lot for their precious time.Mr. Paul1/08/2023
  (Agenda item 1-2)   Topic?  SIT is fast growing technical institute in Sydney. Problem: printers, cloud. NBC is law firm (account, finance..) Problem: Old OS, software problems. To identify User Support Issue in NBC Law Firm , SIT, and Identify the Resolution MeasuresMr. Smith Manager1/08/2023
  (Agenda item 3)   Topic?    To Assess the System requirements and their validity as per the organisation’s current operationsMr. Smith Manager3/08/2023
  (Agenda item 4)   Topic?  To Identify and Approve Necessary Changes in NBC law firm and SIT, ITC systems  Mr. Smith Manager        4/08/2023      
SummaryOverall Summary The Attendee has discussed the current computer system at NBC Law firm and assess their validity with the NBC current operation requirements. The delegation from the IT Biz solution provided consultancy to the participating members from NBC law firm to identify different gaps in their current computer systems and also evaluate the possible solutions. The Biz Solutions has offered their services to NBC and help them in upgrading their current computer systems to the latest available system which will help them to increase their operation efficiency by resolving systems compatibility and misconfiguration issues.   Decision/s   Action/s if any    
Next Meeting time/date5th September, 2023  
Meeting closed at:4:00 pm  
Minutes are a true and accurate record of the meetingApproved/confirmed by whom?  


Meeting minutes:

Minutes of Meeting The meeting minutes document the goals of the gathering. They aimed to determine user assistance problems at NBC Law Firm, evaluate system needs and their legitimacy, and recognize and sanction appropriate alterations to NBC Law Firm’s IT infrastructure. Conference attendees analyzed the present computing environment at NBC Law Firm and recognized opportunities for enhancement. In light of recent compatibility concerns, NBC Law Firm opted to revamp their present computer infrastructure. IT Biz Solutions and NBC Law Firm will collaborate via a formal agreement, with IT Biz offering system upgrades as part of the partnership. The forthcoming gathering has been slated for August 5th, 2023.   Meeting Objective: They aimed to determine user assistance problems at NBC Law Firm, evaluate system needs and their legitimacy, and recognize and sanction appropriate alterations to NBC Law Firm’s IT infrastructure Attendees: Attendee 01 Attendee 02 Attendee 03 Attendee 04   Venue: NBC, headquarters Date:  
No.Points DiscussedActions SuggestedTarget Date
    
    
    
Signature of attendee 1:                                                Signature of attendee 2:   Signature of attendee 3:                                                Signature of attendee 4:  

Assessment Task C : Determine client problems by questioning or other techniques

You will be required to demonstrate the following: 

Notes: 

  1. You are required to participate in a meeting with your trainer/ assessor. 
  2. Your trainer/assessor will play the role of the client. You are required to complete following assessment tasks and activities:  
  • General information about the company or individual 
  • Use questioning techniques to clarify the problem
    • Questions should be both closed questions, and open-ended questions 
  • The client problem/s have been clearly outlined 
  • Determine eligibility status of individual experiencing user support difficulty against organisational guidelines   
  • Clarify user support difficulty and change request with client
  • Confirm nature of user support difficulty and change request with client

Complete the below activities after the meeting.

C1. General information about the company or individual (40 -60 words) 
Client 1: NBC Lawyers
 NBC Lawyers is Sydney’s CBD law based firm. There are various departments this firm is dealing with such as human resources and finance, accounts and legal.  
Client 2: Sydney Institute of Technology Sydney Institute of Technology is the fastest growing technical institute based in the Sydney Australia.


C2. How have you used questioning techniques to clarify the problem?
(40 -60 words) 
Client 1: NBC Lawyers It is important to follow the inclusive questioning techniques such as closed and open both that will help to provide complete responses to the client.
Client 2: Sydney Institute of Technology It is important to follow the inclusive questioning techniques such as closed and open both that will help to provide complete responses to the client.
C3. Clearly outlined the client problems (40 -60 words) 
Client 1: NBC Lawyers Majority of the applications and operating systems are outdated and new applications based softwares cannot be installed and due to this the teams face issue with fresh versions of software applications
Client 2: Sydney Institute of Technology Don’t have enough printers for students and employees, they can only use one computer to print, so they wait in line. Students and employees do not have their own memory unit in network (cloud).
C4. Determining eligibility status of individual experiencing user support difficulty against organisational guidelines  (40 -60 words)  What questions did you ask? What responses did you gather? 
Client 1: NBC Lawyers What is the nature of firm? (is a law firm based in CBD Sydney) In what departments they deal to manage the issues in ICT? (legal, accounts…)
Client 2: Sydney Institute of Technology What is the nature of studies into this institute? (create a healthy learning environment) What are the major clients issues the institute face? (PC, printers, cloud)

C5. How have you clarified user support difficulty and change requests with clients? (40 -60 words) 
Client 1: NBC Lawyers With the help of new versions installation of operating system, it became easy to track client’s record progress as well as tracking of their legal matters  
Client 2: Sydney Institute of Technology For the consistent professional development of the students in institute, teachers and students collaborates with each other to resolve their issues and promote healthy learning environment.

C6. How have you confirmed the nature of user support difficulty and change requests with clients? (40 -60 words) 
Client 1: NBC Lawyers By checking their requirements for software and hardware resources, then being a part of NBC lawyers proposed the solution and discusses it with client.  
Client 2: Sydney Institute of Technology Since the institute is growing based on professional development and technical skills, the institute identifies the issues of studies related or experts or environment and try to resolve it with healthy collaborations

C7. Based on all the information you have reviewed thus far outline your analysis of the problem. How severe is the problem and what are the risks of the problem? (40 -60 words) 
Client 1: NBC Lawyers The issues related to software were more crucial as the system software contain sensitive information that can be damaged and hacked.  
Client 2: Sydney Institute of Technology The issue with the technical skills understanding of an expert leads to failure of professional of students so this has found to be the significant issue in terms of the institute growth.

C8. As per your workplace procedures, what is the priority given to this job? 
(40 -60 words) 
Client 1: NBC Lawyers Priority is given to copy rights procedures and policy   
Client 2: Sydney Institute of Technology Priority is given to the staff code of conduct

   
C9. Write an email to the client about what the issue is, how long it will take to resolve it based on the priority attached to the job. (40 -60 words) 
Client 1: NBC Lawyers Dear Client, We are writing this to regretfully inform you about the ongoing issue of data hack due to mis-configuration of the software application of your device. We are trying our best to troubleshoot it and get the data recovered and it might take 2-4 business days. We are truly sorry for the issue you had to face.
Client 2: Sydney Institute of Technology
Dear Client,  
C10. The problem you are investigating may require you to refer it to a third party e.g. an equipment supplier. If this is an issue with the client problem you are resolving here, write an email about the problem to the third party following procedures. Your email should outline the problem. If there is no such third party involved, identify a possible issue and write an email about this.
(40 -60 words) 
Client 1: NBC Lawyers Dear Supplier We are writing this email to you as our client has faced the mis-configuration of device issue and due to which his data has been hacked.
Client 2: Sydney Institute of Technology
Dear Supplier, One of our client has faced the issue of data hack and we are trying to recover it but we want your expert to handle this mis-configuration issue that has been occurred into your device.  
C11.Document the feedback you receive from the third party here (this will be your assessor). (40 -60 words) 
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology

Assessment Task D:  Identify the ICT system being used by the client 

You will be required to demonstrate the following: 

  • Identify software, hardware, network connection and application being used by client
  • Identify expected client outcome and stage of issue resolution
  • Step client back to beginning of resolution process

Complete the template below after demonstrating your skills, knowledge and expertise to your trainer/assessor. 

D1. How have you identified software, hardware, network connection and application being used by clients? (One to two sentences) 
Client 1: NBC Lawyers The NBC lawyer firm operates on desktop computers, which are currently running on Windows 7 and the computers servers are operating through Windows server, 2008, which are outdated. Due to this they are facing compatibility issues with installing the latest application system programs. This causes several operational issues for the firm and being an IT consultant, I have a comprehensive understanding to identify such system incompatibility and misconfiguration issues.
Client 2: Sydney Institute of Technology Based on the provided case study, the Sydney Institute of Technology (SIT) have been struggling with the shortage in their IT resources and has also faced different security threats. The SIT Lab computers are operating on Windows & operating system which are outdates and doesn’t have the compatibility to run the latest system programs. The servers are also running on Windows 2008, which makes them vulnerable for severe security threats.  
D2. How have you identified expected client outcome and stage of issue resolution? (One to two sentences) 
Client 1: NBC Lawyers NBC Lawyers aim to establish an IT system that provides a solid foundation for their commercial endeavours.  We have also established service level agreement. Establishing Service Level Agreements allows for the classification of the issue resolution phase according to the client’s needs. These agreements list the services and help that will be given. As a computer support specialist, adhering to the SLA is critical. This ensures prompt issue resolution within the agreed-upon time frame.  

Client 2: Sydney Institute of Technology By implementing SIT, clients can anticipate a dependable and effective IT infrastructure that facilitates their academic endeavors. Determining the issue’s stage by assessing its severity. After that, arrange them based on how much they affect the customer’s business operations. My role as a level 2 support technician involves providing remote support via phone calls. If I encounter a problem that exceeds my expertise, I must involve a level 3 technician. Organizational requirements for help desk technicians include identifying and rectifying problems. This requires ensuring security protocols are followed at all times. Additionally, they must provide prompt and courteous customer service.



D3. Step client back to beginning of resolution process (40 -60 words)  Discuss the processes and procedures you used 
Client 1: NBC Lawyers Adherence to the SLA is crucial for ensuring all problems are resolved within the allocated timeframe.  
Client 2: Sydney Institute of Technology The process would involve escalating new issues to level 3 based on my your skill set or ability to solve.

D4. Using your own database of known problems, what options could there be for resolution of this client’s issue?(40 -60 words)
Client 1: NBC Lawyers Implementing the most recent edition of their operating systems and application software can fix problems.  
Client 2: Sydney Institute of Technology Enhancing technological infrastructure, integrating safety protocols, and assigning more IT support can fix the issue.

D5. What constraints are there associated with the resolution e.g. costs and timelines?(40 -60 words)
Client 1: NBC Lawyers Upgrade costs for operating systems and software applications, along with the time necessary for implementation, pose limitations.  
Client 2: Sydney Institute of Technology Financial limitations pose obstacles in upgrading technology, strengthening cybersecurity, and hiring more IT professionals.

Assessment Task E:  Confirm resolution of user support issue and change request  

You will be required to demonstrate the following: 

Notes: 

  • Determine, describe and eliminate factors that created user support issue and permit it to recur
  • Explain and guide client through complete recovery and resolution process
  • Provide handling and resolution instructions to client
  • Escalate change request where required
  • Document changes where required 

Complete the template below after demonstrating your skills, knowledge and expertise to your trainer/assessor. 

E1. Determine, describe and eliminate factors that created user support issue and permit it to recur(40 -60 words) 
Learning resources: 1. Learner’s guide 2. PPT
Client 1: NBC Lawyers Isolating the primary source of the problem can eradicate contributing factors. Putting relevant steps in place can preclude it from happening again.  
Client 2: Sydney Institute of Technology
 Evaluating the gravity of the problem, we rank it according to its effect on the client’s commercial activities. Giving speedy and considerate client assistance helps to prevent problems that trigger user support issues and repeat themselves.  
E2. Explain and guide client through complete recovery and resolution process
(80 -120 words)
Client 1: NBC Lawyers
 For NBC Lawyers, the complete recovery and resolution process involves upgrading their operating systems and software applications. This includes ensuring that all software is licensed and up-to-date, as well as securing the system. As a tech support specialist, it is crucial that I assist clients. Throughout their journey, I clarify each step and offer assistance during every phase.  
Client 2: Sydney Institute of Technology
For SIT, undefined Level 2 tech support professionals must prioritize outstanding client service. Timely resolution is crucial to client contentment. Escalating challenging issues to level 3 techs ensures swift solutions. Alongside clients during the entire process helps build trust and uphold positive relationships.  
E3.Provide handling and resolution instructions to client (40 -60 words)

Client 1: NBC Lawyers Providing transparent and direct guidance as an IT assistance specialist is critical. These directions detail the stages involved and offer help at every phase.

Client 2: Sydney Institute of Technology For Sydney Institute of Technology, handling and resolution instructions involved upgrading their hardware and software. Implementing security measures protected against cyber threats, and provided additional IT resources to support growing business operations.  
E4. Escalate change request where required (40 -60 words)
Client 1: NBC Lawyers In situations where necessary, change requests were elevated to assess their effect on NBC Lawyers involved in assessment. Level 3 was escalated if applicable.    
Client 2: Sydney Institute of Technology managing rising change demands requires evaluating the gravity. Deciding if it falls within the agreed-upon service level agreement (SLA) parameters is crucial. Only handle tasks within your skill set and capacity; otherwise, proceed with stage 3.    
E5. Document changes where required (40 -60 words)
Client 1: NBC Lawyers recent updates and modifying the SLA, demonstrates the necessity of organisations to upgrade their current ICT operates and its alignment with the organisations operational efficiency.
Client 2: Sydney Institute of Technology Additionally, recording new equipment and software installations was essential, as was maintaining a documentation of all modifications. Documentation is vital as an IT support professional to record all updates made to the client’s IT infrastructure.  
E6. Write a list of the components you need to resolve the job. Take a photo or screenshot of the items and attach it to your Portfolio.
Client 1: NBC Lawyers a. Upgradation to Window 10 for client desktops and servers. b. Upgradation of security protocols.  
Client 2: Sydney Institute of Technology Upgradation of security protocols b. Install routers network c. Migration to freshest OS editions.
E7. Provide a description of the maintenance you conducted. Include evidence as necessary e.g. screenshots.
Client 1: NBC Lawyers To resolve the compatibility problems at NBC law firms, I have upgraded the operating systems of the desktops. This will ensure that the desktops are compatible with the latest system applications and the organization can operate at its full efficiency.
Client 2: Sydney Institute of Technology By installing the latest Windows 10, I ensured that the operating systems will work seamlessly with the latest system programs. I have also established the latest router network, that provides accessibility to the shortest paths. This will limit maliciousness and enhance security. I have also installed the updated security protocols to limit security threats. I have also installed switches that will assure the safety of each desktop from other connection on the router network.

E8. At this point you will need to provide this section of your Portfolio to your assessor who will provide sign off and approve to the next step.  Write the name of your maintenance document here.
Client 1: NBC Lawyers        
Client 2: Sydney Institute of Technology    

Assessment Task F:  Finalise client support procedures  

You will be required to demonstrate the following: 

  • Confirm resolution of issue and obtain client satisfaction with client according to client service policy
  • Inform client of additional support and services available, according to the organisation’s client service policy
  • Provide client with additional product and service information according to organisation’s sales promotion requirements
  • Complete client contact records according to client service requirements

Complete the template below after demonstrating your skills, knowledge and expertise to your trainer/assessor. 

F1. Confirm resolution of issue and obtain client satisfaction with client according to client service policy (40 -60 words) 
Client 1: NBC Lawyers has an effective infrastructure which involves, follow up emails clients satisfactions survey and other service campaigns through which we can ensure that the computer network systems are working with the best operational efficiency after the upgrade
Client 2: Sydney Institute of Technology This includes contacting them after issues have been addressed. Ensuring they are pleased with the solutions given is vital,  feedback from clients It helps ensure that their needs and requirements are being met.
F2. Inform client of additional support and services available, according to the organisation’s client service policy (40 -60 words) 
Client 1: NBC Lawyers After the upgrade I have updated the client about the organizations additional support and services that would help them to further enhance and assure the continuous operational efficiency
Client 2: Sydney Institute of Technology
I have informed the organization about my company’s additional services and support which involves regular audits and assessments, which will help the organization to assess the efficacy of their computer systems


F3. Provide client with additional product and service information according to organisation’s sales promotion requirements (40 -60 words) 
Client 1: NBC Lawyers FI will audit the organization’s present redesign. I will give the administration information by soliciting that they finish. Also, I will recommend them fitting additional administrations and backing that IT Biz arrangements gives
Client 2: Sydney Institute of Technology I propose their IT Biz  security consultancy services. Furthermore, I will request that they complete a client satisfaction survey to access relevant promotional emails and boost client retention.
F4. Complete client contact records according to client service requirements
(40 -60 words)
Client 1: NBC Lawyers I’ve guaranteed to record all talks. This entails depicting the client’s issue portrayal, the issue resolution process, and recording client satisfaction poll structures. The frame will incorporate their contact subtleties as well as their criticism.
Client 2: Sydney Institute of Technology   have recorded all. From start to end, I have documented every step of their resolution process. I have also assured that client has filled the client satisfaction survey.  
F5. Document an email to your client with the maintenance report attached and asking them to confirm their requirements have been met and any feedback.
(40 -60 words)
Client 1: NBC Lawyers Dear Client we finished not long ago. Attached is the documentation regarding maintenance for your perusal. Your input is greatly appreciated; could you confirm if your needs have been met?  
Client 2: Sydney Institute of Technology Dear Client We finished this project. Attached is the maintenance documentation for your perusal. Would you please confirm that your requirements have been satisfied and offer any constructive feedback? Choosing IT Biz Solutions is appreciated.    
F6. Record the client’s feedback here. Write down what you need to do about their requirements and if the problem needs to be escalated..
Client 1: NBC Lawyers NBC Lawyers: The client confirmed satisfaction with our services and gave favorable feedback. No further action is required.
Client 2: Sydney Institute of Technology Sydney Institute of Technology: The client expressed dissatisfaction with the current level of IT resources provided and requested more. Further inquiry and repair were handed off to level 3 support.  
F7. Document an email that could be sent internally recording client feedback and confirmation that the problem is now resolved.  The email is for sign off and entry into the problems database
Client 1: NBC Lawyers Subject: Client Feedback and Resolution Confirmation Dear Team, We are delighted to share with you that our client, NBC Lawyers, has provided favorable comments about the maintenance work we executed on their IT infrastructure. The client verifies satisfaction with the resolution provided and the issue is now resolved. Please finalize this email by signing off and save the details in our problem register. Your contribution to our team’s success through your unwavering dedication is evident. Best regards, IT Biz Solutions    
Client 2: Sydney Institute of Technology
 Subject: Client Feedback and Resolution Confirmation Dear Team, A notification is being sent to inform you that our client has provided input on the IT maintenance work we recently performed for them. The client stated that their needs had not been completely addressed and sought additional IT resources. Level 3 support has been notified regarding the issue for detailed examination and correction. Kindly provide your signature and add the essential details to the troubles database. Our heartfelt gratitude is directed towards those who continuously strive to meet client demands.   Best regards, IT Biz Solutions  
F8. Describe how and where you stored the components when you were finished. Also describe what you needed to dispose of and how you did this following sustainability guidelines. Include evidence as relevant e.g. screenshots. 
Client 1: NBC Lawyers Upon finishing the all the tasks, we stocked each part in a designated area within our corporate space. By following green practices, we safely eliminated any broken or outdated elements using a certified e-waste removal service. Enclosed is a snapshot of the electronic waste disposal certificate for your convenience.    
Client 2: Sydney Institute of Technology Once the upkeep tasks were finished, we put away all parts in a designated space found within our office. We implemented environmentally friendly guidelines by recycling defective or obsolete components using a trustworthy e-waste handling service. Attached is a screenshot of the e-waste disposal certificate for your reference.  

Assessment Task G: Communicating IP, ethics and privacy policies
IT Biz Solutions has a range of policies and procedures in place that relate to IP, ethics and privacy.
These are:

  • Privacy Policy and Procedures
  • Copyright Policy and Procedures
  • Staff Code of Conduct

These policies are included in the staff manual. Regular training is provided on these policies in the form of a presentation, especially for new staff.

A questionnaire has recently gone out to all staff to ask them about their adherence to the Copyright Policy and Procedures, Privacy Policy and Procedures and Staff Code of Conduct. Their responses are included in case study for you to review and analyse. Use your review and analysis to complete the following assessment activities.

G.1Develop a presentation designed to provide support and advice to a team on IP, ethics and privacy
Your presentation must: Summarise IT Biz Solutions organisation’s policies and proceduresInclude example actions that ensures that IP, ethics and privacy requirements are not breached. Include the title of your presentation here and submit a copy of your presentation. Also make notes here on the questions that you will ask your team at the presentation to ensure their understanding of what you have presented.  
Submission requirement:
1.Presentation Slides
2.Questions to ask your team

G.2 Outline three risks of not abiding by IP, ethics and privacy policy and procedures? (80- 100 words) Provide a brief assessment of each of these risks in terms of their likelihood and consequences.
Write your answer here





G.3 Are your team abiding by the IP, ethics and privacy policy and procedures? As part of answering this question, describe any internal and/or external non-compliance and intellectual property infringement incidents that have occurred.
(80- 100 words)
Write your answer here



 
G.4 Based on your review, do you consider that the IP, ethics and privacy policies and procedures are sufficient to prevent infringement? (80- 100 words)

Write your answer here

   
G.5 What opportunities are there for improvement to the policies and procedures? (50 – 100 words)
Write your answer here

   
G.6 Research potential IP, ethics and privacy policy and procedures from the Internet and give examples of changes that can be made. Make sure you reference the research you have conducted when providing examples. Further make sure you outline at least two opportunities for improvement. (50 – 100 words)
Write your answer here

 
G.7 What other recommendations do you have regarding actions to address non-compliance and infringements? Outline at least two ideas. (50 – 100 words)
Write your answer here        
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