Provide Ict Advice to Clients Portfolio & TATA Technical Services (TTS) Case Study IT Assignment Help

Assignment Task

Assessment Overview
TATA Technical services (TTS) is a leading Australian information and communication technology company, offering a full range of technology products and services. Present in all states of Australia, TTS employs over 1,700 employees and reported consolidated revenues of AUD$4 billion in 2018. TTS operates service desks at local, regional and national levels and manages them via the custom b-based application “TTS support”. The platform uses the service desk service management tool (TTS support) that allows TTS to provide support for more than 2 million incidents a month, in over 15 languages, by 5,000 service employees (including contractors) around the world. The core business of TTS is providing technical support to its various client, which provides more than a 33% profit from every contract.TTS is renowned for the high quality of its services, as well as its high level of technical support to its clients for continuous business activities. Its interstate service desk infrastructure is based on the communication between the centralised domain experts located in the main interstate service desk offices and the regional staff of the service desk. For example, a client in Tasmania requiring assistance with Microsoft word the affected user would contact the first point of service desk team through the call/raise incident (IT service ticket template provided).  If it is not resolved on the call, then the incident will be shared with the ticket number to the next level. Following which, a level 2 professional would diagnose and troubleshoot the issue through screen sharing or visiting the person. In rare case, the incident may be forwarded to an expert/application owner for detailed investigation. This structure allows TTS to leverage its expertise to provide expert assistance to clients locally, as well as nationally.The purpose of this assessment task is to work as a new IT support engineer  for TTS and assess your knowledge essential to provide information and communications technology (ICT) advice and support to clients, including the communication of comprehensive technical information in a range of contexts and industry settings.

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