ICTSAS432 Identify And Resolve Client ICT Problems Assignment

Answers all the question below:

Question 1:

Complete 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.

Question 2:

Identify two operating systems and complete the table below.

Question 3:

Answer the following questions

3.1 Explain the purpose of a help desk.

Help desk 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.

Question 4:

Answer the following questions

4.1 Explain how an organization's structure can be relevant to identifying and resolving Client ICT problems.

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

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. 

5.2. Why are policies and procedures important in customer service? Answer using 30-60 words.

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. 

6.2. Research online and identify two (2) types of escalation?

Question 7:

Answer the following questions regarding organizational guidelines, including user support services.

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

7.2. What are the two (2) different types of user support services?

Question 8:

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

• Work environment

• Organizational requirements

8.1. Discuss WHS consultation processes and procedures related to the work environment and organizational requirements using 20-40 words.

8.2. What are your WHS responsibilities as an employee? Answer using 20-40 words.

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.

9.2. What are Level 1 and 2 IT supports? Answer using 20-40 words

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 relevant to ICT. Answer using 20-40 words

10.2. Also, describe the legislation that applies to intellectual property. Answer using 20-40 words

Question 11:

Answer the following questions regarding the 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 organization. Describe the main purpose of each. Answer using 80-120 words

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

Question 12:

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

12.1. Based on your review of the policies and procedures above (question 11.2), summarise your role in IP, ethics and privacy and two examples of actions that ensure that IP, ethics and privacy requirements are not breached. Answer using 120-180 words

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

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