ICTSAS432 Finalize Client Support Procedures Assignment

You will be required to demonstrate the following: 

Notes: 

• Determine, describe and eliminate factors that created user support issues and permit them to recur
• Explain and guide the client through the complete recovery and resolution process
• Provide handling and resolution instructions to the client
• Escalate change requests 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 issues and permit them to recur (40 -60 words)  Learning resources: 1. Learner’s guide 2. PPT

Client 1: NBC Lawyers

The problem occurs because of pirated and unregistered applications. Such applications can lead to data security and performance issues. The client needs to eliminate downloading from unauthorized sources and ensure that only genuine applications are used. Further, timely registration of the required application is important, along with backup facilities.

Client 2: Sydney Institute of Technology

The problems are occurring because of outdated systems and applications. The organization needs to upgrade the computer systems to the latest hardware and operating system. Such devices may be incompatible with other components. Similar problems can be eliminated by upgrading systems and incorporating standard network security practices.

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

Client 1: NBC Lawyers

The complete recovery and resolution process for NBC Lawyers involves upgrading their operating systems and software applications. This includes ensuring that all software is licensed and up-to-date and securing the system. As a tech support specialist, it is crucial that I assist clients. Throughout their journey, I clarify each step and help during every phase.

Client 2: Sydney Institute of Technology

For SIT, undefined Level 2 tech support professionals must prioritize outstanding client service. Timely resolution is crucial to client contentment. Escalating challenging issues to level 3 techs ensures swift solutions. Alongside clients during the entire process helps build trust and uphold positive relationships.

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

Client 1: NBC Lawyers

The client should handle the application registration codes securely, and must not be shared with externals. Similarly, other security configurations need to be protected.

Client 2: Sydney Institute of Technology

The security configuration for network devices should not be shared with externals, and the individual users in the organization should be constrained in their roles and access to the system and services.

E4. Escalate change requests 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 the assessment. Level 3 was escalated if applicable.

Client 2: Sydney Institute of Technology

managing rising change demands requires evaluating the gravity. It is crucial to decide if it falls within the agreed-upon service level agreement (SLA) parameters. Only handle tasks within your skill set and capacity; proceed with stage 3.

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

Client 1: NBC Lawyers

recent updates and modifying the SLA demonstrate the necessity of organizations to upgrade their current ICT operations and align with the organization's operational efficiency.

Client 2: Sydney Institute of Technology

Additionally, recording new equipment and software installations was essential, as was maintaining documentation of all modifications. Documentation is vital for 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

1. Upgradation to Windows 10 for client desktops and servers.
2. Upgradation of security protocols.

Client 2: Sydney Institute of Technology

1. Upgradation of security protocols
2. Install routers network
3. Migration to freshest OS editions.

E7. Describe 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 that the organization can operate at full efficiency.

Client 2: Sydney Institute of Technology

Installing the latest Windows 10 ensured that the operating systems would 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 updated security protocols to limit security threats. I have also installed switches that will assure the safety of each desktop from other connections on the router network.

E8. You must provide this section of your Portfolio to your assessor, who will provide a sign-off and approve the next step. Write the name of your maintenance document here.

Client 1: NBC Lawyers
Client 2: Sydney Institute of Technology

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