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457835274955Assessment Guide ICT Helpdesk

ICTSAS432 Identify and resolve client ICT problems

ICTSAS442 Provide first-level remote help desk support

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

Assessment Guide ICT Helpdesk

ICTSAS432 Identify and resolve client ICT problems

ICTSAS442 Provide first-level remote help desk support

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

Australian College of Business Intelligence

Version: 23.0

Date Modified: June 2023

No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission of Australian College of Business Intelligence.

Disclaimer:

The Australian College of Business Intelligence does not invite reliance upon, nor accept responsibility for, the information it provides. The Australian College of Business Intelligence makes every effort to provide a high-quality service. However, neither the Australian College of Business Intelligence, nor the providers of data, gives any guarantees, undertakings or warranties concerning the accuracy, completeness or up-to-date nature of the information provided. Users should confirm information.

1. Assessment InformationPurpose 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 doFor 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 techniquesTask D -Identify the ICT system being used by the clientTask E - Confirm resolution of user support issue and change requestTask F - Finalise client support proceduresTask G - Communicating IP, ethics and privacy policiesTasks B to G of this assessment require you to use the provided case study information.Important resources for completing this assessmentTo enable the candidate to complete this assessment, the following documents have been provided in the unit course page on Moodle:

Learner guide

Case study information

Assessment Guide

Lecture notes

Observation checklist

Marking GuideA note on plagiarism and referencingPlagiarism 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 candidates assessment should be detailed in the references section. It is advisable for the candidate to never copy another persons 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 Cover-sheet

Candidate Name: Student ID: Contact Number: Email: Trainer / Assessor Name: Qualification: ICT50220 Diploma of Information Technology (Front End Web Development)

Units of Competency: BSBXCS402 Promote workplace cybersecurity awareness and best practicesICTSAS527 Manage client problems

Assessment Tasks: Task A - Kknowledge test

Task B - Identify the client problem.

Task C - Determine client problems by questioning or other t techniquesTask D -Identify the ICT system being used by the clientTask E - Confirm resolution of user support issue and change requestTask F - Finalise client support proceduresTask G - Communicating IP, ethics and privacy policiesDue 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): Candidate signature: Date:

Assessment Task A: Knowledge Test

Answers all the qquestion bbelow:

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 hardware Features and capability

Industry software Features and capability

Question 2:

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

Operating system Key function Key features (list at least three)

Question 3:

Answer the following questions

3.1 Explain the purpose of a help desk.

Learning Resource: Learners Guide, PPT Slides

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

Answer Question 4:

Answer the following questions

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

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

Learning Resource: Learners Guide, PPT Slides

Answer 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:Learners Guide, PPT Slides

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

Answer 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: Learners Guide, PPT Slides

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

Answer 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:Learners Guide, PPT Slides

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

Answer Question 8:

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

Work environment

Oorganizational requirements

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

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

Answer

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: Learners Guide, PPT Slides

Answer 9.2. What are Level 1 and 2 IT supports?Answer using 20-40 wordsLearning Resource:Learners Guide, PPT Slides

Answer 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 wordsLearning Resource:Learners Guide, PPT Slides

Answer 10.2. Also describe the legislation that applies to intellectual property. Answer using 20-40 wordsLearning Resource:Learners Guide, PPT Slides

Answer 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 wordsLearning Resource:Learners Guide, PPT Slides

Answer 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:Learners Guide, PPT Slides

Answer 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 wordsLearning Resource:Learners Guide, PPT Slides

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

Learning Resource:Learners Guide, PPT Slides

Answer Assessment Task B- Team MeetingPlease 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:

Greet the team members.

Discuss the roles and responsibilities of the team members

Organisation procedures for identifying and resolving client problems

Discuss the following:

Client details and ddetermine the user support issue

Identify the ICT system being used by the client

Confirm resolution of user support issue and change request

Finalise client support procedures

Ensure the understanding of the team members.

Gather feedback from the team members.

Use listening and questioning to elicit the views of others and to clarify or confirm understanding

The team member will:

Clarify their doubts of the team members

Provide feedback on the improvements required

After the meeting, you are then required to:

Prepare the meeting minutes.

Complete the assessments activities, as mentioned.

Submission Requirement: Meeting agenda:

Date/Time: Location: Chairperson: Meeting Attendees:

Full names and roles

Agenda Item/Topic Discussion/Outcomes Action Officer Due Date

Welcome (Agenda item 1)

Topic?

(Agenda item 2)

Topic?

(Agenda item 3)

Topic? Summary Overall Summary

Decision/s

Action/s if any

Next Meeting time/date Meeting closed at: Minutes are a true and accurate record of the meeting Approved/confirmed by whom?

Meeting minutes :

Minutes of Meeting

Meeting Objective:

Attendees:

Venue:

Date:

No. Points Discussed Actions Suggested Target 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:

You are required to participate in a meeting with your trainer/ assessor.

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

Client 2: Sydney Institute of Technology

C2. How have you used questioning techniques to clarify the problem? (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

C3. Clearly outlined the client problems (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

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

Client 2: Sydney Institute of Technology

C5. How have you clarified user support difficulty and change requests with clients? (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

C6. How have you confirmed the nature of user support difficulty and change requests with clients?(40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

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

Client 2: Sydney Institute of Technology

C8. As per your workplace procedures, what is the priority given to this job? (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

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

Client 2: Sydney Institute of Technology

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

Client 2: Sydney Institute of Technology

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

Client 2: Sydney Institute of Technology

D2. How have you identified expected client outcome and stage of issue resolution? (One to two sentences)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

D3. Step client back to beginning of resolution process (40 -60 words)

Discuss the processes and procedures you used

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

D4. Using your own database of known problems, what options could there be for resolution of this clients issue? (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

D5. What constraints are there associated with the resolution e.g. costs and timelines? (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

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. Learners guide 2. PPT

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

E2. Explain and guide client through complete recovery and resolution process (80 -120 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

E3.Provide handling and resolution instructions to client (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

E4. Escalate change request where required (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

E5. Document changes where required (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

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

Client 2: Sydney Institute of Technology

E7. Provide a description of the maintenance you conducted. Include evidence as necessary e.g. screenshots.

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

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 organisations client service policy

Provide client with additional product and service information according to organisations 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

Client 2: Sydney Institute of Technology

F2. Inform client of additional support and services available, according to the organisations client service policy (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

F3. Provide client with additional product and service information according to organisations sales promotion requirements (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

F4. Complete client contact records according to client service requirements (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

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

Client 2: Sydney Institute of Technology

F6. Record the clients feedback here.

Write down what you need to do about their requirements and if the problem needs to be escalated..Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

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

Client 2: Sydney Institute of Technology

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

Client 2: Sydney Institute of Technology

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

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 organisations policies and procedures

Include 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 Slides2.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

-982345-9271001200785-127000

457835274955IT Biz SolutionsCase Study

ICTSAS432 Identify and resolve client ICT problems

ICTSAS442 Provide first-level remote help desk support

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

IT Biz SolutionsCase Study

ICTSAS432 Identify and resolve client ICT problems

ICTSAS442 Provide first-level remote help desk support

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

IT Biz Solutions:IT Biz Solutions offers a wide range of information and communication technology services to businesses of all sizes. The company has just finalised contract with NBC Lawyers and Sydney Institute of Technology to provide ICT Helpdesk Support service. Service Level Agreements are established with each client setting out the services and support to be provided.

Client NBC Lawyers:NBC Lawyers is a law firm based in Sydney CBD. The different departments in the NBC Lawyers are: Legal, accounts, finance and human resources. These departments perform different types of tasks for which they use different hardware and software resources. Most of their office desktop computers are running on Windows 7 and sever is running on windows server 2008. As some of the operating systems and applications are backdated, new software applications cannot be installed on them. Due to this, legal team are having issues to install the new version of the software application they use to keep track of clients legal matters and record progress.

Client Sydney Institute of Technology (SIT):Sydney Institute of Technology is a fast growing technical institute based in Sydney, Australia. SIT implements the academy culture in its workplace. As an educational institution, the main focus is on professional development of staff. Teachers, students and other staff collaborate with each other to create a healthy learning environment. The staff are highly skilled in their own area of expertise. Teachers communicate with students in a friendly manner and try to solve their problems. Management is committed to continuous professional development of all staff at the institute.

Limitation of IT systems and operational issues

As some of the computers are old and as the number of students and staff are increasing, it is getting harder to manage all the operations of the institute with the current IT system. There are limited numbers of required IT resources available.

Windows 7 installed in lab computers and Windows server 2008 operating system used for office network.

As some of the systems are too old, new hardware devices and software applications cannot be installed on them. Due to this, some of the students cannot use these computers.

There are no security measures in place to protect the network from cyber threats.

There are not enough printer for students and staff (including teachers and other staff).

There is no proper process for printing documents. Students need to use one particular computer to print their documents. Due to this situation, they have to wait in a queue which takes time. Staff are also facing the same problem.

The students and staff do not have their own storage drive on the network. They have not been assigned a separate drive. Because of this, they end up losing their important files and data sometimes. It is inconvenient for them to copy and save their work in pen drive each time.

IT Biz ICT Helpdesk Support Procedures:

Clients are able to request ICT support by email or phone.

Their request for support is documented in the support log. Key details are entered along with details of the supporting documentation that ICT support personnel may use.

An ICT support person is allocated each job. Jobs are allocated priorities for addressing.

ICT support personnel are to follow these steps to manage the clients problems:

Review the logged request with client information to determine requirements and problems.

Contact the client to find out additional information you need to know. The contact can be by phone or in writing.

Make sure you use inclusive questioning to find out about the issue i.e. both open and closed questions allowing the client to provide full responses. Ask them about any constraints e.g. times when the job cannot be undertaken as staff are working and need to use computers. Make sure you advise the client of the support procedures that will be followed so they understand this.

Assess the information about the problem that you have been provided with as per the Logged Requests and the client information. This should also include assessing the impact of the problem and its severity and risks. Document constraints for the work.

Ensure all work is kept confidential and you have thoroughly acquainted yourself with the clients network and security system.

Use your own knowledge plus research on the internet to identify possible resolutions.

Refer any issues to third parties by contacting them about the issue e.g. in writing or by phone. You should include the details of the problem (without disclosing client confidentiality). You may also be able to just use the third partys website to find out answers to the issues.

Once the problem is diagnosed, obtain all of the components you need for the job and complete the maintenance.

Once finished put all components back e.g. in relevant cupboards (if physical devices) and dispose of used components following environmental guidelines e.g. if it is recyclable put it in the recycling bin, if not put it in the rubbish bin.

Prepare your maintenance report using the maintenance template and send it to the supervisor for sign off.

Once approved provide your report to the client via email confirming their requirements have been met and seeking further feedback.

If the client indicates there is a further problem which needs to be escalated you will need to do this. Escalation is where you are unable to resolve the problem because it is too complex. Escalate the issue to your supervisor in writing.

Once all of the issues are resolved, send an email to the IT team including the maintenance report and for filing in the problems database.

As a member of ICT support team, you have been assigned following support request from clients.1. NBC Lawyers- ICT Helpdesk Support

IT Biz Solutions client, NBC Lawyers is using an unlicensed copy of the MS office and experiencing a number of technical issues. The issues involve the software applications shutting down automatically, error codes appearing of using an illegal/unofficial copy of the software, work on hardware and software testing, servicing and maintenance. The client has recently purchased your one year technical support service for any IT related issues.

As a support agent of IT Biz Solutions, you are required to backup systems, restore information, secure the system and information and use licensed software in a stand-alone or client-server environment.

The organisational requirements for technicians to work on client computers state that:

You must be professional in your conduct and behaviour

Ensure you identify and rectify the problems in a timely fashion

Your work will require you to work on hardware and software testing, servicing and maintenance

You must ensure that the client uses the legal and authorised copies of the software applications and tools.

All breaches must be reported to the workplace supervisor or manager.

The technical records and documentation state that:

Organisational requirements should be taken into account at all times

Verify that all network computers are running current and legal versions of the software

Use cloud-based email and file sharing instead of a VPN.

Create and enforce user-access policies. Be stingy when granting access to employees, contractors and business partners.

Make sure employees know how to secure their home wireless networks. Malicious software that infects their devices at home can infect the company network via an open VPN connection, and

Before granting mobile devices full access to the network, check them for up-to-date anti-virus software, firewalls and spam filters.

Organisational backup and restore procedures include the following information:

The backup should occur on a daily basis

The restore should occur only where the manager or supervisor has approved the request

Organisational security guidelines state that:

Only authorised people should have access to the system, backup and restore functionalities

Security protocols must be followed at all times

Dont use any words from the dictionary. Also, avoid proper nouns or foreign words.

Dont use anything remotely related to your name, nickname, family members or pets.

Dont use any numbers someone could guess by looking at your mail like phone numbers and street numbers, and

Choose a phrase that means something to you, take the first letters of each word and convert some into characters.

Multi-factor authentication should be used at all times.

Segregate critical data from the rest of the network and require users to authenticate themselves before accessing it.

Run vulnerability scanning tools at least once a week and conduct penetration testing, and

Continuously monitor network traffic to detect unusual patterns of activity and possible threats.

NBC Lawyers Contact Information Steven SmithPrincipal Lawyer32 Elizabeth Street, Sydney CBDTel: +61 433 850 453

Email: ssmith@nbclawyers.com.au

Web: www.nbclawyers.edu.au2. Sydney Institute of Technology(SIT) - ICT Helpdesk Support

As an ICT help desk agent, you are to provide level 2 support for SIT. As part of your job role, you are required to assist clients over a telephone line. Your work involved you in providing assistance to clients based upon your job-requirements mentioned in the level 2 support technician profile. The client is in a service contract with you for six months ending next week.

Your client has notified you about the following issues:

Fix windows 10 configuration issues

Install the Linux operating system on a workstation

Repair the windows server 2016 installation and

Provide solutions for network infrastructure.

The level 2 support technician profile

Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services).

Review all frequently asked questions and database to find the best possible solutions for your client

Level 2 staff handle escalated issues that Level 1 support is not equipped to handle.

Level 2 will sometimes escalate to Level 3, depending on the issue and the way the Help Desk operates.

You are required to:

Only solve known issues and escalate new issues to level 3; or

Be authorised to research and implement fixes for new issues and only escalate to Level 3 if it is out of their skill set or ability to solve.

The Level 3 support technician profile state the following:

Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.

Besides always having the ability to deploy solutions to new problems, a Level 3 tech usually has the most expertise in the organisation and is the go-to person for solving difficult issues.

The organisational requirements for help desk technicians state that:

You must be professional in your conduct and behaviour

Ensure you identify and rectify the problems in a timely fashion

Your work only on the known areas or research and implement fixes for new issues Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers. Each company decides how to organize its total technical support into levels and what to name them under your scope of work.

You must ensure that the work is completed within the legislative and regulatory framework.

All issues outside your scope of work must be reported to level 3 technicians

All breaches must be reported to the workplace supervisor or manager.

SIT Contact Information Darrel Cohen

Office Manager142 Hunter Street, Sydney CBDTel: +61 451 520 587

Email: dcohen@sit.edu.au

Web: www.sit.edu.au

Priority chart for scenario 1 and 2

Priority 1 Critical Major system or component failure with high business impact.

Priority 2 High The issue with the business impact that affects multiple users.

Priority 3 Medium Elevated issue that (1) impacts the business and affects multiple users or (2) impacts a single user in a business-critical role (also the default priority level assigned to VIP tickets).

Priority 4 Standard General service request matters.

Priority 5 Low General enquiries or non-urgent/low impact service requests.

Priority 6 Scheduled Assigned to tickets where work has been scheduled.

Frequently Asked Questions (FAQ):

The database and frequently asked questions include the following:

Q1: What is your scope of work?

Answer: The Scope of Work (SOW) is the area in an agreement where the work to be performed is described. The SOW should contain any milestones, reports, deliverable, and end products that are expected to be provided by the performing party. The SOW should also contain a timeline for all deliverable. Your scope of work is to provide help desk support for level 2 technicians and escalating all other issues outside your scope to level 3 technicians.

Q2: What do you understand by the level of support?

Answer: Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers. Each company decides how to organize its total technical support into levels and what to name them.

Q3: Where is the computer configuration in Windows 10 according to vendor specifications?

Answer: Or you can go to settings -> System -> about, to know similar things. In this settings page, you'll find the exact version of Windows 10 and build number. You can also see the system type, processor, and memory installed on your system.

Q4: What are computer configuration details?

Answer: In communications or computer systems, a configuration of a system refers to the arrangement of each of its functional units, according to their nature, the number and chief characteristics. Often, configuration pertains to the choice of hardware, software, firmware, and documentation.

Q5: How do I download and install a Linux OS using a USB stick?

Answer: Installing Linux using a USB stick

Step 1) Download the .iso or the OS files on your computer

Step 2) Download free software like 'Universal USB installer to make a bootable USB stick.

Step 3) Select an Ubuntu Distribution form the dropdown to put on your USB

Select your Ubuntu iso file download in step 1.

Select the drive letter of USB to install Ubuntu and Press create button.

Step 4) Click YES to Install Ubuntu in USB.

Step 5) After everything has been installed and configured, a small window will appear, Congratulations! You now have Ubuntu on a USB stick, bootable and ready to go.

IT Biz Solutions Policy And Procedures Currently the company has a range of policies and procedures in place that relate to IP, ethics and privacy. These are:

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 below for you to review and analyse. Use your review and analysis to answer the questions in your Portfolio.

IT Biz Solutions - Staff questionnaire responses

Have you been adhering to the copyright requirements as set out in the companys Copyright Policy and Procedures?

Yes, I have. Things have been taking a bit longer, because I am taking the time to check the copyright on things before I use them. But now I have a store of copyright checked images and texts that I use quite frequently, so they take no extra time at all.

We dont really have copyright in the area that I work in.

I have been focusing on the Copyright Policy and Procedures when I am assembling web pages, but pretty much all of our programming is done in-house, so we own the copyright to that. It was good to have the training session on it: it straightened out a few issues for me.

I printed out a copy of the Copyright Policy and Procedures and have it with me on my desk. I havent used it very often, but I have been referring to it when I need to.

I have been so snowed under with the new project that I havent had much of a chance to think about it. But I am sure that I handle the copyright issues that I come across correctly. I didnt hear anything at the information and training session that I didnt already know.

I am adhering to the copyright requirements religiously.

Ive been using a lot of Stock Images recently in our ICT services catalogue. As these are freely available on the Internet, I am assuming its okay to use without referencing.

A client has adapted our training materials for a specific ICT equipment we recommend. They have placed their own copyright on the materials.

Q.Do your work practices adhere to the requirements as set out in the companys Privacy Policy and Procedures?

I work with client records, so we have our own privacy procedures. The companys Privacy Policy and Procedures complement that, so it hasnt been an issue for me.

It doesnt really apply to the area that I work in.

I found the companys Privacy Policy and Procedures to be pretty basic. I have worked with something similar at my last job, and it was pretty easy to follow.

I most certainly do adhere to our companys Privacy Policy and Procedures while at work. I work in accounts, and pretty much everything we do is private.

Yes, I do, when they are appropriate.

We have been discussing this among the programmers, and there seems to be agreement that the procedures in our companys Privacy Policy and Procedures are common sense. Very little of it applies to us, though.

My work most certainly complies with the companys Privacy Policy and Procedures. The training was good, but this stuff is quite elementary.

Q.Have you found that the companys Staff Code of Conduct is adequate for the work that you do?

No problems with the ethics side of my work. My programs dont give me any ethical problems at all.

I never thought about it much before the training session. I knew that we had a Staff Code of Conduct, and I read it during my induction, but I havent thought about it since then. I would say that I adhere to it in my work, but not because it is written in there, but that is just the best way to treat each other. It certainly is adequate for the work that I do.

I have found myself in a few situations where I was unsure how to react to the ethical issues that arose. Just a few times, and nothing serious, but the training got me thinking about a few things. I wouldnt mind talking about some of it, perhaps even in a group. That might be the best way to do it. Mind you, it would have to be confidential, so a group probably isnt a good idea. Perhaps if there was a designated person (or people) that we could talk to about ethical issues that arise at work, but only if it was treated confidentially. I wouldnt be interested otherwise.

I have found that the Staff Code of Conduct is reasonable, and I have always complied with it.

Our Staff Code of Conduct is fine, and I adhere to it in my job. But the training also covered wider ethics questions, and I have thought about them a lot since then. I dont see any big ethical issues, but sometimes that directions that we take as a company could do with some deeper reasoning. I think that it would be good if ethical issues could be reported (and discussed) confidentially. Perhaps that part of the Staff Code of Conduct section on grievances could be altered to include a bit about this. I think that if someone in the company (or the whole company, for that matter) is making ethically questionable choices, there should be some established procedure that allows us to report it in confidence.

I work in customer service, so the companys Staff Code of Conduct gives direction to just about everything we do. It is very good to have it written down.

Yes, the Staff Code of Conduct is adequate for what I do, which involves very little contact with other humans. I was interested to learn that it is regularly updated. That seems like a good idea. Perhaps the staff could be involved in the next revision.

IT Biz Solutions External reporting

IT Biz Solutions produce a monthly blog about all aspects of information technology.

The most recent blog is about top ICT trends. However, when searching the Internet to find out about topics that might be of interest to readers, a staff member has found that, IT Better Solutions has posted more than half of the blog, word for word, on their blog page as their own.

IT Biz Solutions Contact Information

159 Farr St, Rockdale, NSW-2216, Australia

Tel: +61 425217587

Email: support@itbiz.com.au

Web: www.itbiz.com.au

-982345-927100001200785-127000

457200274320Assessment 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

00Assessment 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

Australian College of Business Intelligence

Version: 23.0

Date Modified: June 2023

Disclaimer:

1. Assessment InformationPurpose 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 doFor this assessment, you are required to complete seven tasks:

Task A - Kknowledge test

Task B - Identify the client problem.

Tasks B to G of this assessment require you to use the provided case study information.Important resources for completing this assessmentTo enable the candidate to complete this assessment, the following documents have been provided in the unit course page on Moodle:

Learner guide

Case study information

Assessment Guide

Lecture notes

Observation checklist

Marking GuideA note on plagiarism and referencingPlagiarism is a form of theft where the work, ideas, inventions etc. of other people are presented as your own.

All sources used for the candidates assessment should be detailed in the references section. It is advisable for the candidate to never copy another persons 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: +61426 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.

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 hardware Features and capability

3D printers

In my former school we made objects, parts using a 3D printer, mostly with plastic or metals. In the comparison of the price of the complete part and the finished part, 3D printing was more valuable. While flying with drone, the protective cap on the propeller broke, I created in on a 3D printer new one, the changes between original a 3D were unrecognizable.

Drones Drones are unmanned aircraft, they dont have to have a person inside. They are made for special tasks but also for fun. Drones can have cameras, thermal imaging sensors, gas detectors. Drones can be used to observe people, monitor environment, map, photograph and film.

Industry software Features and capability

Microsoft Word

Enable the users to create documents

Write-ups and resumes

Hotel management system When I studied programming, we were tasked with improving system in hotel (create system). System dealt with customer registration and check-out / check-in, room reservations, guest requests, hotel capacity. Managed quest questions, invoicing, cleaning and maintenance. It improved

Question 2:

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

Operating system Key function Key features (list at least three)

Microsoft Windows OS Key function is to organise and manage the resources of computer such as Internet access, opening applications as well as documents printing. Provide effective speed

Supervisor and protected mode is there always

For multi-programming, memory management is supported

Linux OS Key function is to support the multi-threading and higher volumed applications. Lightweight infrastructure

Open source and free

End to end encryption

Question 3:

Answer the following questions

3.1 Explain the purpose of a help desk.

Learning Resource: Learners 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: Learners Guide, PPT Slides

Answer Multi-Factor Authentication

IP Safeguards

Transmitted data encryption

Use 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: dont click on everything someone send, dont download something, dont give sensitive information anywhere, you have to check everything first using different sites

Question 4:

Answer the following questions

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

Answer Structure 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: Learners Guide, PPT Slides

Answer The sustainable practices example includes:

Working from home, which helps to reduce the travel-related GHG emissions.

Various sharing services decreases the raw material use.

It is important to tell clients that they can set all devices to the energy-saving function, which will put them to sleep or turn off display when they are not in use. In case of lack space, you can purchase virtual cloud services. Recycling of old devices or equipment is done by the recycling center or buyers

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:Learners Guide, PPT Slides

Answer The 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: Learners Guide, PPT Slides

Answer The 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: Learners Guide, PPT Slides

Answer The 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: Learners Guide, PPT Slides

Answer Customer 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:Learners Guide, PPT Slides

Answer The 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:Learners Guide, PPT Slides

Answer Technical 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 isnt native speakers. They adapt to the customers

Question 8:

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

Work environment

Oorganizational requirements

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

Answer Organisation Requirement: Written document, which provides the guidelines about how business must handle workplaces 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:Learners Guide, PPT Slides

Answer Being an employee at WHS, key responsibilities include:

Not to place others at risk or dangerous

Protecting health and safety

Reporting the concerns of safety

Treating others with respect

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: Learners Guide, PPT Slides

Answer The user support policy contains the companys 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 wordsLearning Resource:Learners Guide, PPT Slides

Answer Level 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 wordsLearning Resource:Learners Guide, PPT Slides

Answer The 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 wordsLearning Resource:Learners Guide, PPT Slides

Answer The 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.

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

Information collection (directly from individuals or from third party collection)

Anonymity (Use pseudonyms)

Usage and disclosure of the personal information (only for business purpose, for any other reason consent will be given)

Marketing Material (ny products or content designed to market your company or its products and services to potential customers

Personal Information Security and Storage (steps are taken to keep the data from any unauthorised access, or loss)

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:Learners Guide, PPT Slides

Answer ISACA- 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. https://www.isaca.org/ethicsAITP 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 wordsLearning Resource:Learners Guide, PPT Slides

Answer From 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 organisations 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 individuals 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 organisations processes/procedures for communicating IP, ethics and privacy policy to staff. Answer using 50-80 words

Learning Resource:Learners Guide, PPT Slides

Answer The 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 MeetingPlease 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:

Greet the team members.

Discuss the roles and responsibilities of the team members

Organisation procedures for identifying and resolving client problems

Discuss the following:

Client details and ddetermine the user support issue

Identify the ICT system being used by the client

Confirm resolution of user support issue and change request

Finalise client support procedures

Ensure the understanding of the team members.

Gather feedback from the team members.

Use listening and questioning to elicit the views of others and to clarify or confirm understanding

The team member will:

Clarify their doubts of the team members

Provide feedback on the improvements required

After the meeting, you are then required to:

Prepare the meeting minutes.

Complete the assessments activities, as mentioned.

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/Topic Discussion/Outcomes Action Officer Due Date

Welcome A Warm Welcome to All the Attendees, and Thank a lot for their precious time. Mr. Paul 1/08/2023

(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 Measures Mr. Smith

Manager 1/08/2023

(Agenda item 3)

Topic?

To Assess the System requirements and their validity as per the organisations current operations Mr. Smith

Manager 3/08/2023

(Agenda item 4)

Topic? To Identify and Approve Necessary Changes in NBC law firm and SIT, ITC systems Mr. Smith

Manager

4/08/2023

Summary Overall 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

To upgrade the current computer system of NBC law form to resolve their system compatibility issues.

The IT Biz solutions and NBC law firm will partner through a contract in which IT BIZ will provide their services to upgrade NBC current computer systems to latest programs.

Action/s if any

Next Meeting time/date 5th September, 2023 Meeting closed at: 4:00 pm Minutes are a true and accurate record of the meeting Approved/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 Discussed Actions Suggested Target 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:

You are required to participate in a meeting with your trainer/ assessor.

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 Sydneys 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

Dont 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 clients 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,

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 doesnt 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 clients 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. Learners 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 TechnologyFor 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 organisations client service policy

Provide client with additional product and service information according to organisations 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 organisations 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 TechnologyI have informed the organization about my companys 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 organisations 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 clients 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 policiesIT Biz Solutions has a range of policies and procedures in place that relate to IP, ethics and privacy. These are:

Staff Code of Conduct

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 organisations policies and procedures

Include 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 Slides2.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

(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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