Name: Elisee Mukunzi
Qualification:PEARSON BTEC INTERNATIONAL LEVEL 3
EXTENDED DIPLOMA LEVEL 3
Unit:12 IT SUPPORT & MANAGEMENT
ASSIGNMENT TITLE: Examine the IT system support and management
needs and characteristics of different organisations, which are essential to
their operation
HAND IN DATE: 29.9.23
HAND OUT DATE: 6.10.20
ASSESSOR: GEOFFREY NIYIBIZI
CRITERIA TESTED:
Since I arrived recently the manager has asked me to provide a report regarding the support and
management requirements and characteristics. This includes details about the purpose and nature of
our work practices. We follow job responsibilities well as the tools we use for system and network
management.
A.P1: Explain the purpose and nature of safe working practices required in
the support and management of different IT systems.
The nature of safe working practices in the field of IT support and management is crucial for ensuring
the safety and well-being of employees. This includes providing workers with important information
on potential hazards, safety protocols, and proper usage of safety equipment. As an IT professional, I
am committed to educating and training employees on these practices to maintain a secure workplace.
By continuously providing training, I ensure that all staff members are well-informed and equipped to
uphold a safe work environment. Additionally, I take great care in considering ergonomics when
setting up workstations, selecting tools, and arranging equipment, as it is an essential aspect of
promoting a safe and efficient workplace.As the IT specialist for our organisation, I confidently assert
that access control plays a pivotal role in our security strategy. It serves as a reliable system that
effectively regulates user access to IT resources through clearly defined roles and responsibilities. By
limiting access to specific systems, data, or functionalities to authorised individuals, our primary goal
is to minimise the risk of unauthorised access. My superior has tasked me with researching the
requirements for expanding our firm into the IT support and management industry, with the aim of
offering outsourced IT assistance to local businesses.The purpose of implementing safe working
practices in IT support and management of different IT systems is paramount in maintaining the
availability, confidentiality, and integrity of information, as well as overall security and performance
of the company's IT infrastructure. These practices encompass a range of guidelines, protocols, and
behaviours designed to mitigate risks, safeguard data, and foster a secure and efficient computing
environment. One crucial aspect of safe working practices is data security, which entails ensuring
sensitive information is protected from unauthorised access or potential malware attacks. This can be
achieved by implementing measures such as installing antivirus software on devices, which serves as
a first line of defence in thwarting potential threats.
A.P2: Explain the job roles and system and network tools used in the
support and management of different IT systems.
Different types of IT support
First line support
In the roleof a first-line support user, also referred to as Level 1 support, I hold a pivotal position in
aiding customers with their IT-related challenges. When users face issues, I serveas their first point of
contact. My duty involves promptly resolving common queries and issues, guaranteeing that our users
attain swift resolutions and direction.
Roles and responsibilities;
In my role as an IT specialist within our organisation, I often find myself at the forefront of aiding
individuals in overcoming password recollection challenges and addressing prevalent software-related
concerns. It's my duty to be the guiding force for customers encountering hitches with their IT
utilities, guaranteeing prompt and efficient solutions to elevatetheir overall interaction with our
systems.
Information gathering; As an IT specialist in this organisation, I believe that the initial stage of
addressing reported user issues is crucial in our support process. As a first level support
representative, my task involves gathering comprehensive information about the problem reported by
a user to facilitate its resolution.
As an IT specialist in our company, one of my main tasks is to troubleshoot common IT problems.
As a first-line IT support specialist, my responsibility is to educate end users by providing useful
information on common IT issues. This crucial task contributes to the overall goal of teaching users
essential computer components, such as how to refresh and other basic functions. Additionally, I am
tasked with creating reports and saving them to address potential problems in the future. By
consistently demonstrating a proactive attitude, our support systems are continuously evolving and
becoming more effective.
Second-line support, also known as degree 2 support, operates above first-line support in the IT
support hierarchy. This level of support deals with more complicated technical issues that first-line
assistance is unable to handle. As a result, second-line support staff have extensive expertise and
proficiency in specific areas of IT.
As a vital member of our second-line support team, I am tasked with the primary responsibility of
delving into complex technology issues and uncovering their underlying causes. I possess the
expertise to handle intricate problems that may require additional assistance, thanks to my extensive
and thorough troubleshooting skills.
As a crucial member of our organisation's second-line support team, it is my responsibility to address
and resolve any issues that have been elevated beyond the capacity of our first-line help team. These
escalated problems often require extensive expertise and thorough analysis, such as hardware failures.
Part of my role as a second-line support expert is to train and supervise our first-line support
employees. This collaborative effort is key in fostering a team of capable and well-informed support
staff.
In my role as an IT specialist at our company, I am fully aware of the constant need for skill
development. Staying up-to-date with the latest developments and trends in the industry is crucial in
being able to effectively tackle new challenges. In order to effectively provide second-line support, it
is imperative for personnel to have a strong understanding of the inner workings of IT systems. This
requires utilising advanced diagnostic tools that examine various components, functions, and
relationships within the system. When it comes to software-related issues, debugging and code
analysis are essential tools for second-line support. Through these methods, support personnel can
track execution flow and identify any problems within the software. By continuously honing these
skills, I am confident in my ability to troubleshoot and resolve software issues.
As a member of our organisation's third-line support staff, I have the privilege of working at the
highest level of technical assistance. My role as degree 3 support requires me to tackle the most
complex and specialised technical issues that may be beyond the capabilities of first- or second-line
help.
As a member of our company's 3rd line support team, I am tasked with tackling complex and
challenging technical issues that require advanced expertise and in-depth understanding. At this level,
I play a critical role in identifying the underlying causes of problems that have been escalated from
lower support tiers and implementing effective solutions. I am responsible for resolving escalated
issues that demand a particular level of technical knowledge, making me an essential component of
our organisation's support system.
A.M1: Compare the support and management needs and characteristics of
different IT systems, showing how they would meet the client’s
requirements.
In my current position as an IT support technician, dealing with the varying requirements that arise
from managing different IT systems is absolutely vital, all with the sole aim of suiting the needs
unique to our clients. For instance, conventional on-site systems need scrupulous oversight and
management of their server infrastructure. This is necessary in order to maintain top-notch reliability
and full control of the data being handled. This forms a critical part at this level to ascertain server
stability as well as data protection. Fueled by thorough system monitoring capabilities and timeously
instituted standard maintenance procedures, we provide a shield for any performance-related issues,
which results in a tranquil, secure data environment internally.
On the contrary, cloud-based systems heavily hinge upon flexibility and dynamism in scale. It is
ordained that we align our cloud infrastructure to equate to the growth targets pencilled down by our
clients at any given point in time, necessitating a fluid manner of achieving this. Fulfilling the need of
easily scaling is not where we get to the finish line; such efforts must, in a way transcending mere
convergence, fit in line with our clients' master plan of making the most of their resources through
techniques aimed at maximising cost-effectiveness and enhancing efficiency.
When tackling network support, the catching point becomes about maintaining seamless data
transmission and protecting the communication channels used in data transfer. To overcome the
challenges of efficient connectivity, installation of state-of-the-art intrusion detection software
reinforced with a network segmentation approach fills the gap amid client's expectation of a reliable
and guarded data exchange route and network utility enhancement.
Vitality of client support swings between diagnosing software problems down to device connections.
Creating warm interactions at help desks with a user-friendly UI, fine-tuning appropriate education
programmes in reaction to these necessities and capitalization on remote tools assistance plays a
pivotal part in maintaining enriched client satisfaction. It meets the aspirations of our clients, with
regard to quick and productive issue detection and resolution.
As such, drawing a satisfactory balance between individual system needs, be it on ground or in the
cloud, roots our maintenance and technical support strategies into the stipulations specified by clients.
This helps to solidify an environment that not only works efficiently but also cooperatively so far as
IT field goals are concerned.
A.D1: Evaluate the support needs and characteristics of different IT
systems, justifying where improvements may be possible.
IT systems have varying support needs and distinct characteristics, depending on their type -
hardware, software, or network infrastructure. For instance, hardware systems such as servers and
workstations require prompt maintenance to maintain peak performance. Software systems, on the
other hand, demand timely updates and security patches to enhance their functionality. Meanwhile,
network infrastructure demands robust monitoring to prevent downtime and address any connectivity
issues that may arise. To improve the support services for IT systems, proactive monitoring tools
could be implemented, routine tasks could be automated, and troubleshooting interfaces could be
made more user-friendly. Additionally, investing in comprehensive training programs for support staff
can help them keep up with ever-evolving technologies, ultimately leading to more effective system
management. Taking a holistic approach when it comes to support can yield significant improvements
in the overall functioning of IT systems.
REFERENCE
- IEEE Xplore, ieeexplore.ieee.org/Xplore/home.jsp. Accessed 20 Nov. 2023.
- John, Moyna. “What Is It Support?” Electric, 10 Aug. 2022,
www.electric.ai/blog/what-is-it-support.
- “17 Examples of System Characteristics.” Simplicable,
simplicable.com/new/system-characteristics. Accessed 6 Nov. 2023.
