APPENDIX-1
Report
Log Extract
|
Day
|
Time
|
Issue
|
From
|
|
Mon
|
0800
|
Cannot get Excel to load the spreadsheet
developed at home over the weekend. Urgent as need to prepare report for
company auditors.
|
George, company accountant, been with
organisation about a year
|
|
Mon
|
0845
|
Cannot log into system.
|
Fredya. New assistant to MD
|
|
Mon
|
0915
|
Cannot make orders print off.
|
Edith, been with company since it was
formed, marketing assistant
|
|
Mon
|
1000
|
Cannot access orders list from new machine
installed last week, cannot even find database package.
|
Willo, production team
|
|
Tues
|
0845
|
Same problem as yesterday.
|
Freyda
|
|
Tues
|
1300
|
Mouse keeps jumping then screen locks out,
trying to print out college assignment finished at home last night, screen
displays message ‘Gotchya’.
|
Jules, receptionist
|
|
Wed
|
1630
|
Keep getting message ‘Normal.dot cannot be
saved’ when using the templates on the wordprocessor.
|
Fredya (her CV says she really does have
some IT skills)
|
|
Thur
|
0900
|
Got new piece
of design software that needs installing on machine and making compatible
with printer.
|
Willo
|
|
Thur
|
1530
|
Went to check orders list and screen went
‘pop’ with a nasty smell.
|
Sunil, production assistant
|
|
Fri
|
1600
|
Need access to documents stored on Fredya’s
machine but her machine won’t get past boot up stage.
|
Mr Magic, the boss
|
APPENDIX-2
IT
Policy and Procedure document extract
·
The
working week for the IT support division is 08.30 to 16.30 Monday to Friday.
Any requests for additional time must be submitted two working days in advance.
·
Hardware
under guarantee must be returned to the manufacturer in order not to invalidate
the warranty.
·
All
other hardware will be repaired on site if possible, otherwise it will be sent
to a recognised specialist Hardware replacement will take place on a five year
rolling programme
·
All
documentation supplied with new hardware or software is to be kept in the IT
manager’s office.
·
No
unauthorised software is to be installed on company machines unless proof of a licence
is available.
·
Internet
use is restricted to permitted sites at all times.
·
Any
member of the technical team who cannot resolve a problem must refer it to
their line manager within 24 hours of starting work on the problem.
·
Requests made by the managing director or
accountant must be given top priority.
·
All
user requests must be acknowledged upon receipt and a timescale for start of
support supplied.
·
All
current legislation must be complied with at all times.
·
All
technical staff are allowed 2 training days per year to allow for professional development.
P1
There are many ways and techniques for identifying a and
fixing a fault.
·
Forums
·
Search Engines
·
Remote Access
·
Software Diagnostic
·
Friends
·
Technicians
·
Dxdiag
·
System Information
·
Device Manager
·
System Properties
Monitoring
tools:
A monitoring tool monitors everything on your computer system
and keeps record of it. The advantage of a monitoring tool is that if any
problem happens you can identify it and also you can check which part of system
is causing problem to the system so you can fix it by yourself.
This tool shows the performance of pc system. You can see in
the picture like the performance log shows all the system performance by graph
in different colours. The different colours represent different system and
applications. I.E. the green colour line represents the processor performance,
the average of performance, duration and etc. you can add a different log if
you want to. You can find performance monitor by going to control panel –
administrative tools and click on performance monitor. This performance monitor
can be shown in a graphic or a report way and also you can add you own or
remove the counter[PP1] .
Event Log
Book
An Event log book saves the entire event of the pc system.
You can find the event log book by going to the control panel and clicking on
administrative tools. In administrative tools you will see event viewer. There
are three types of event viewing log, which are applications, this application
even show all the events of the application only. You can see on screen shot
taken above of the application even viewer. It looks like all the application
are fine but there some warnings you can see. It means there can be major
problems with the applications software. The second one is security event which
shows if there are any security errors in this event and the third one is system event, this event also shows the
warnings and errors of the pc system[PP2] .
Face
to face Questioning
Questioning is the most
important part of the job because you have to try and understand the problem
his tryin to explain so later on you
know how to fix it
and dont loose time looking for it. You have to try and
get as much information out of him so it’s more easier for the technitian. It
can be difficult getting the correct information from the client because they
might not be that experienced with
computers so it is important to take the right approach with
the user experience level and change the way you explain things
try and make it simple as possible. You would explain
the problem and how it was fixed depending on the user experience level.
A
very common software diagnostic tool would
be if the user searched the problem on google by
putting in the error code and
then try and access a forum website in order to find a solution to fix his
problem. Because maybe someone had the same problem before.
P2
|
Policy/procedure
|
Impact
|
|
The working week for the IT support division is 08.30 to 16.30 Monday
to Friday. Any requests for additional time must be submitted two working
days in advance.
|
Major problems will arise here when people like George submit a
request before the start time of the IT technicians. His requests are deemed
high priority so it might be more suitable if the technicians worked a rota
approach. His request will not receive any attention for a long time after he
reported it.
|
|
Hardware under guarantee must be returned
to the manufacturer in order not to invalidate the warranty.
|
Maybe be bad because the technician might need parts or get a
replacement
|
|
All other hardware will be repaired on site if possible, otherwise it
will be sent to a recognised specialist Hardware replacement will take place
on a five year rolling programme
|
Its good if they fix it on site but five year rolling program is too
long to wait for.
|
|
All documentation supplied with new hardware or software is to be kept
in the IT manager’s office.
|
Its good like that because everybody knows where it is and they don’t
need to look for it.
|
|
No unauthorised software is to be installed on company machines unless
proof of a licence is available.
|
I agree because the program they install could be pirated and this
might cause viruses. This can slow down the employee by not working also if
you need a program it is better to pass it through the technician first
|
|
Internet use is restricted to permitted
sites at all times
|
Its good because it stops people of looking at stuff that’s not
relevant with their job its bad because they will need to ask for permition
so they can unblock the page and that’s a waste of time.
|
|
Any member of the technical team who cannot resolve a problem must
refer it to their line manager within 24 hours of starting work on the
problem
|
This is good because everybody knows what’s going on. And saving time
with the 24 hour limit.
|
|
Requests made by the managing
director or accountant must be given top priority.
|
This is because they may have the most simple problem to fix but they
are really not a computer expert so in theory it must be faster to fix. Also
because it is the boss it must be important.
|
|
All user requests must be acknowledged upon receipt and a timescale
for start of support supplied.
|
If the information is not correct then the user is going to be waiting even
longer than expected so the problem won’t be fixed at the end.
|
|
All current legislation must be complied with at all times.
|
This is to stop users from ignoring the rules and if they do not stick
to the legislation then discipline action may be taken.
|
|
All technical staff are allowed 2 training days per year to allow for
professional development.
|
P3
Common
problems technical support guys have with companies and customers
Forgetting
Passwords: this is more common than you think. people are always
forgetting passwords, nowadays there is usually forgotten password button so you don't
have to ring anybody up.[PP5]
Can't turn
your computer on, or nothing happens
check the power switch, because the number one reason it is
not working is because nobody switched the computer on.
Computer is
running slow
Could have a virus and that will slow it down, it might have
a little disk space or has been infected by a malware. Our help-desk analyst explains that
with malware infections, “People are tricked into believing that the pop-ups
they receive are actually from a program installed on their computer. So they
click on it, and the infection starts to work its way through the computer.”
You can help safeguard your computer by not clicking on suspicious links, and
clearing your cache or uninstalling a few of those games you rarely play can
help create more space. Another solution is to run a program like Ccleaner,
which can clean up system clutter and help boost Internet speed.
These faults might be like the internet not
connecting problem with drivers hardware problems this might be useful
for the company cause they may be able
to provide help its better than
sending a technician and wasting time because it might not be necessary.
This ways allows the person himself able to attempt to fix the computer or at
least diagnose the problem.
Network
issues
If your wireless network is dead, your router, cable or DSL
modem probably crashed. It happens. Reboot the gadgets by unplugging them for
30 seconds, then plugging them back in. That usually solves the problem[PP6] .
Mouse isn’t working – at the helpdesk if a user
reports this problem, then they would have to go through a step by step system
in order to find out if it is a common problem and is fixable over the phone by
trying to tell the user what to do so it doesn’t waste the technician times they will
ask if the mouse is plugged in or if it has the correct socket USB,PS2,PS1 then
they will get the user to restart so the computer tries to recognise the mouse
if not the technician will need to come over
Applications That Won't Install
Applications That Won't Install
If you're having trouble with an application not installing,
it may be because your computer doesn't have enough hard drive space. If this
is the case, you need to free up some space. This is one of the computer
problems that's, well, least problematic. You can free up some hard drive space
by getting rid of files and folders you don't need. These may be temporary
files, duplicate files or data for software you've uninstalled[PP7] .
Installing windows- if the user
needs to install a new OS they need to check the minimal requirements first or
the might have different problems for example slow, you need to check if your
system is 32bit or 64bit. If your try and install a 64
bit windows on a 32 bit motherboeard it
wont work so you either need to change your motherboard or go back to
the shop and ask them to give you the right one.
Installing
audio drivers- your computer might have a problem with the sound so you would
need to install the drivers again cause the may crashed or update them through
the website.
Computer
Game- some people try to install 64 bit on a 32bit computer and that doesn’t
work because it doesn’t mean the requirement or sometimes you can install the
game and the computer might not have enough power to
start the game and it keep crashing so you might need a better graphics
car or more ram space on your hard
drive. Or sometimes it could go blue screen of death
because the computer has overheated and can’t take the
game.
[PP1]ok
[PP2]Good
[PP3]You
have discussed some relevant tools.
You also need to talk about techniques for providing
support such as face to face, questionining, email, etc.
[PP4]You
have discussed both the positive and negative impact of the policies. Well done. P2 achieved.
[PP5]In
which case, there is no need to include this problem here. You still may need
the support people in some cases.
[PP6]Hardware
issues discussed.
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