BTEC IT Unit 12 IT Technical Support and Management Assignment 1 (DISTINCTION)
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Course
Unit 12 - IT Technical Support and Management
Institution
PEARSON (PEARSON)
This document received DISTINCTION for UNIT 12 IT Technical Support and Management Assignment 1 , covering all these criteria:
P1 - Explain the purpose and nature of safe working practices required in the support and management of different IT systems.
P2 - Explain the job roles and system and ...
Contents
Introduction...........................................................................................................................................2
Purpose and nature of IT System support.........................................................................................3
Support for Different Types of Users in the System...............................................................................3
Beginners – First Line Support:..........................................................................................................3
Intermediate - Second Line Support:.................................................................................................4
Expert – Third Line Support:..............................................................................................................4
Administrator.....................................................................................................................................4
Continuity of IT-based Systems and Processes..................................................................................4
Life Cycle of Support and Management.............................................................................................4
Operation...........................................................................................................................................5
Decommission...................................................................................................................................5
Resources..........................................................................................................................................5
Demand Increase...............................................................................................................................5
Safe Working Practices in IT Support and Management:...................................................................6
Job Roles in IT Technical Support and Management:............................................................................6
1st Line Support:.................................................................................................................................6
2nd Line Support.................................................................................................................................6
3rd Line Support..................................................................................................................................7
Infrastructure Architects:...................................................................................................................7
Network Administrators:...................................................................................................................7
System & Network Support and Management Tools.............................................................................7
Evaluation..............................................................................................................................................7
1
,Name: ID:
Introduction
In this assignment, I will create a report which evaluates the support and management
requirements and characteristics of IT systems used by businesses.
IT systems are crucial for most businesses as they provide tools for communication, data
storage and processing. Though, it can be challenging to manage and support these
systems, so, organisations will need to understand their requirements and characteristics to
ensure the organisation’s systems are functioning optimally.
This report will assess the support and management requirements and characteristics of IT
systems. It includes numerous aspects of IT support and management such as hardware and
software support, network management, security and technical support. The report will also
observe the critical factors that businesses need to consider when choosing an IT support
provider and the benefits of setting up efficient IT support and management practices.
2
,Name: ID:
Purpose and nature of IT System support
Purpose: The reason behind something: Could be the server or the network not working or
the server not working
Nature: The type of problem that is taking place: Computers malfunctioning in an IT office
not working the way it should be.
1- Malware infection: If the IT business detects a malware or an unusual activity in the
office, the purpose of this context is to find the cause of the malware and where it
did come from. The nature in this context is the malware that infected the
computers.
2- Troubleshooting and Issue Resolution: Fixing technical difficulties and issues that
occur with the organisation's IT infrastructure is the main goal of IT system support.
Diagnosing hardware failures, bugs, network connectivity problems, and other
technical difficulties can all fall under this category. This support's nature calls for
knowledgeable IT specialists with the know-how to quickly identify, analyse, and fix
these problems, reducing downtime and disruption with company operations.
3- User Assistance and Training: Helping and educating users inside the company in IT
system support. This involves supporting staff members with software application
navigation, troubleshooting of basic problems, and efficient use of IT resources.
Because of its nature, this support requires tolerance, effective communication, and
the capacity to adapt training materials to meet the requirements and skill levels of
many users.
Support for Different Types of Users in the System
Beginners – First Line Support:
1st line support is the initial contact for customers with IT issues, aiming to resolve the
problem quickly and efficiently. With basic IT knowledge and training, they typically
handle elementary issues. If the first line team cannot resolve the issue, it is sent to 2nd
line support. The average salary for first line support is £22,000.
3
, Name: ID:
Intermediate - Second Line Support:
2nd line support is provided to customers with technical or specialist issues than first
line support, so they deal with complex queries, and they have more in-depth
knowledge and may engage in multiple conversations to assist customers, ensuring they
receive comprehensive and effective assistance. The average salary of second line is
£31,000 per year.
Expert – Third Line Support:
Third-line support teams will consist of experienced professionals, they have more
experience than first line and second line IT support who can identify all various levels
cause of issues and then resolving it, they have deep technical knowledge of IT. As a
result, if a problem is too complicated, it will be handled from first, second, to third line
help, they liaise mainly with administrators. The average salary of a third line IT support
salary is £40,000 and can get up to £60,000 per year.
Administrator
Administrators are professionals who configure and maintain a company's computers,
servers, networks, enterprise software, and security systems, for example, they are in
charge of creating logins, passwords and resetting any blocked passwords. Working
closely with experts (third-line support), the average salary of administrators can reach
up to £24,000 per year.
Continuity of IT-based Systems and Processes
The ability to store data, which is necessary for an efficient IT system, makes storage a
valuable tool for people working in IT businesses. Users can access their data remotely
through cloud storage, saving space on their physical devices. Software, documents, and a
shared storage device can all be exchanged using network systems. In an IT system, virtual
PCs are highly helpful since they let staff members access their desktop remotely, enabling
them to finish work from home. Which is done giving each user their login credentials.
Getting messages from clients, colleagues, and tech support via email is crucial.
Life Cycle of Support and Management
An operating system is necessary for Software as a Service (SaaS) to run, as software cannot
run without one. This is particularly crucial for office apps that must be installed in order for
users to perform their jobs well. It is vital to ensure that the software implemented is the
most recent and updated version in order to prevent security threats and benefit from
additional features and upgrades. With a version designed primarily for use in offices,
4
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