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IT Support Guide

P2: The impact of technical support of organisational policies, procedures and organisational constraints should be explained

Confidentiality
Competent
Your knowledge will enable you to use ligament facts, and understanding the correct procedures to complete technical tasks. Most faulty tasks may be complex to resolve at times. But with your experience you will be able to interpret and evaluate relevant workplace information and ideas. You will have an understanding of the scientific or technical process used, and its application, and will know about the equipment, materials and in depth to provide a sound background for carrying out the activities to the required specification.

Reporting faults
Responsibilities will require the technician to adhere to the company’s procedures for the technical operations to be undertaken, and to report any problems with the activities, materials or equipment that you cannot personally resolve, or that are outside your permitted authority, to the relevant people. To report a fault you will need to submit a support ticket. When the technical problem has been solved, the technician must need to log the support ticket status at (closed)
Cost and budgets
Normally this determines on how much does it cost to maintain pc, laptops, servers and other equipment
User expertise
Service level agreement
Time
Normally the technician will have to meet deadlines for resolving a technical fault. If it is something else that is not your typical technical fault and claims to be more serious, then more time may be needed if necessary to resolve the problem.

P3: The Most common IT technical faults

I accidentally deleted some files. Can I get them back
Get the user to check the recycle bin so they can restore it

Slow Internet
Spyware and viruses are the main causes of this. You need to ask the user what internet sites that they have visited

The user cannot print
Make sure that the user has selected the printer

Computer is too slow
Sometimes a user might have too many windows opened at once on the computer. Or it could normally be a malware problem.

User can’t access the internet
Make sure that the user (WIFI) is on. Or another issue to this problem could be a static
(IP address). Also you may get your user to check their adapter settings in network and sharing window and to check that have selected (obtain an IP address automatically)

The wireless network keeps kicking the user off
Check that the router is securely connected. Guide the end users through the process of connecting to the router, connecting to the modem, and connecting to the provider’s website.

Won’t recognise USB device
The first step is to see if the other all the usb ports recognises the device. If that doesn’t resolve the situation then you may want to get that user to try their usb device in another computer. If that solves the issue then you can figure out more troubleshooting methods.

The User can’t log on
Most of the times the user has probably misspelled a word or has left the caps lock on. Or the user has been temporary suspended because he/she has been doing something that they are not supposed to be doing.

The computer shut down for no good reason
This happens because the user’s machine has overheated and they may need to clean the fan which has built up a lot of dust

Blue screen of death
A lot of users do not bother to read this information. The blue screen usually states that you can have either a hardware or software problem. On the technical information it will show different codes. The codes that normally appear in your blue screen will tell you what sort of problem that you may have.

The pros of using outsourcers
Better revenue realization and enhanced returns on investment
Lower labour cost and increased realization of economics of scale
Tapping in to a knowledge base for better innovation
Frees management time, enabling companies to focus on core competencies while not being concerned about outsourced routine activities
Increases speed and the quality of delivery of outsourced activities
Reduces cash outflow and optimizes resource utilization

The Cons of using outsourcers
Possible loss of control over a company's business processes
Problems related to quality and turnaround time
Sluggish response times coupled with slow issue resolutions
Shortcomings in performance vis-�-vis expectations
Lower than expected realization of benefits and results
Issues pertaining to lingual accent variation
An irate customer base coupled with enraged employee unions

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