CONTENTS
introduction ............................................................................................................................................................ 2
Ticket One ............................................................................................................................................................... 2
Evidence ............................................................................................................................................................. 5
Safe working practice......................................................................................................................................... 6
Monitoring ......................................................................................................................................................... 7
Review................................................................................................................................................................ 8
Optimisation ................................................................................................................................................... 10
Second Ticket ........................................................................................................................................................ 13
Evidence ........................................................................................................................................................... 14
Safe working practical ...................................................................................................................................... 17
Monitoring ....................................................................................................................................................... 18
Review.............................................................................................................................................................. 21
Third Ticket ........................................................................................................................................................... 23
Evidence ........................................................................................................................................................... 25
Safe working practices ..................................................................................................................................... 27
Monitoring ....................................................................................................................................................... 28
Review.............................................................................................................................................................. 29
Optimisation .................................................................................................................................................... 31
Fourth Ticket ......................................................................................................................................................... 32
Safe working Practical ...................................................................................................................................... 33
Evidence ........................................................................................................................................................... 34
Monitoring ....................................................................................................................................................... 36
Review.............................................................................................................................................................. 37
Optimisation .................................................................................................................................................... 40
Fifth Ticket ............................................................................................................................................................ 42
Safe working Practical ...................................................................................................................................... 44
Evidence ........................................................................................................................................................... 45
Monitoring ....................................................................................................................................................... 48
Review.............................................................................................................................................................. 50
Optimisation .................................................................................................................................................... 51
,Sixth Ticket............................................................................................................................................................ 53
Safe working Practical ...................................................................................................................................... 55
Evidence ........................................................................................................................................................... 55
Monitoring ....................................................................................................................................................... 58
Review.............................................................................................................................................................. 61
Optimisation .................................................................................................................................................... 62
INTRODUCTION
I have been asked to work for PC repair company called InoDev as an IT technician. And in
this assignment I will be demonstrating my ability to carry out routine IT support activities.
My tasks involve completing six IT support tickets, which include basic, intermediate, and
advanced technical jobs. I will be ensuring safe working practical, and optimisation based on
clint requirement and reviews by following documented technical support processes, ensuring that each
step is recorded for audit and performance evaluation
TICKET ONE
Technician’s name: Senay Weldemariam
Date: 28/11/2024
Job ID: 20041778
Client’s name: Sean Combs
Client’s contact email:
,Job’s type: Installation of Office 365:
Job’s complexity: Basic
Initial client’s requests: My client Sean Combs have just brought her new Dell Inspiron 24
PC. She is a teacher therefore it is important that she install office
365 which includes, Team, PowerPoint, Microsoft EXCEL and Word,
which will be very effective in her daily uses as a teacher.
Diagnostic Assessment
Initial observations: Before I start downloading Office 365 into her PC, I did initial obser-
vation, this is to make sure that I have all the tools to downloaded it
and to make sure that it will work perfectly after I download it.
The first observation I did was to verify if she had stable internet
connection using network diagnostic tools.
I have also checked system’s specifications to confirm it met the re-
quirements for Office 365 installation, including storage, any unsup-
ported OS version, or outdated hardware.
Diagnostic tools used: • Network Diagnostic tools to check internet connectivity.
• Disk management to check storage health
• File explorer to see storage availability.
• Window update to make sure that the system is up to
date.
• Device mangers check hardware components and driver
statuses.
Identified issue(s): No issue was found. Internet connection was cable on downloading
office 365 without any issue, there was enough storage to fit office
365 and many other applications.
Actions Taken
, Description of the repair:
To downloaded and install Microsoft office 365, I first visited the of-
ficial Microsoft office website using my clients PC and log in with my
clients Microsoft log in. I then choose the version my client is look-
ing for which is the business one and downloaded it from the Mi-
crosoft website to avoid any risk of malicious and to get the latest
version.
Parts or software used: • Stable Internet connection
• Google chrome to access the Microsoft 365 portal and
download office 365.
• Window 11 ensuring the device meet system require-
ments.
• Microsoft account
• Microsoft web page.
Duration of the job (minutes): • 10 minutes
Testing or monitoring actions: The next step I did testing this is to make sure that all the applica-
tion are active and running as they should, and to do this I have
opened Microsoft word, team, and EXCEL.
To monitor office 365 performance I have used task manger to
check resources while office 365 application where running.
Results and observations: The result was that office 365 have been downloaded successful
and all office 365 application including word, excel, PowerPoint
function as expected.
Optimisations Performed
Description of the optimisation: Office 365 receives automatic updates that include the latest fea-
tures, enhancements in performance, and security patches, all with-
out the need for manual intervention. This process guarantees that
users benefit from the most up-to-date tools and functionalities,
while simultaneously protecting the system against vulnerabilities.
Parts or software used: Microsoft update service.
introduction ............................................................................................................................................................ 2
Ticket One ............................................................................................................................................................... 2
Evidence ............................................................................................................................................................. 5
Safe working practice......................................................................................................................................... 6
Monitoring ......................................................................................................................................................... 7
Review................................................................................................................................................................ 8
Optimisation ................................................................................................................................................... 10
Second Ticket ........................................................................................................................................................ 13
Evidence ........................................................................................................................................................... 14
Safe working practical ...................................................................................................................................... 17
Monitoring ....................................................................................................................................................... 18
Review.............................................................................................................................................................. 21
Third Ticket ........................................................................................................................................................... 23
Evidence ........................................................................................................................................................... 25
Safe working practices ..................................................................................................................................... 27
Monitoring ....................................................................................................................................................... 28
Review.............................................................................................................................................................. 29
Optimisation .................................................................................................................................................... 31
Fourth Ticket ......................................................................................................................................................... 32
Safe working Practical ...................................................................................................................................... 33
Evidence ........................................................................................................................................................... 34
Monitoring ....................................................................................................................................................... 36
Review.............................................................................................................................................................. 37
Optimisation .................................................................................................................................................... 40
Fifth Ticket ............................................................................................................................................................ 42
Safe working Practical ...................................................................................................................................... 44
Evidence ........................................................................................................................................................... 45
Monitoring ....................................................................................................................................................... 48
Review.............................................................................................................................................................. 50
Optimisation .................................................................................................................................................... 51
,Sixth Ticket............................................................................................................................................................ 53
Safe working Practical ...................................................................................................................................... 55
Evidence ........................................................................................................................................................... 55
Monitoring ....................................................................................................................................................... 58
Review.............................................................................................................................................................. 61
Optimisation .................................................................................................................................................... 62
INTRODUCTION
I have been asked to work for PC repair company called InoDev as an IT technician. And in
this assignment I will be demonstrating my ability to carry out routine IT support activities.
My tasks involve completing six IT support tickets, which include basic, intermediate, and
advanced technical jobs. I will be ensuring safe working practical, and optimisation based on
clint requirement and reviews by following documented technical support processes, ensuring that each
step is recorded for audit and performance evaluation
TICKET ONE
Technician’s name: Senay Weldemariam
Date: 28/11/2024
Job ID: 20041778
Client’s name: Sean Combs
Client’s contact email:
,Job’s type: Installation of Office 365:
Job’s complexity: Basic
Initial client’s requests: My client Sean Combs have just brought her new Dell Inspiron 24
PC. She is a teacher therefore it is important that she install office
365 which includes, Team, PowerPoint, Microsoft EXCEL and Word,
which will be very effective in her daily uses as a teacher.
Diagnostic Assessment
Initial observations: Before I start downloading Office 365 into her PC, I did initial obser-
vation, this is to make sure that I have all the tools to downloaded it
and to make sure that it will work perfectly after I download it.
The first observation I did was to verify if she had stable internet
connection using network diagnostic tools.
I have also checked system’s specifications to confirm it met the re-
quirements for Office 365 installation, including storage, any unsup-
ported OS version, or outdated hardware.
Diagnostic tools used: • Network Diagnostic tools to check internet connectivity.
• Disk management to check storage health
• File explorer to see storage availability.
• Window update to make sure that the system is up to
date.
• Device mangers check hardware components and driver
statuses.
Identified issue(s): No issue was found. Internet connection was cable on downloading
office 365 without any issue, there was enough storage to fit office
365 and many other applications.
Actions Taken
, Description of the repair:
To downloaded and install Microsoft office 365, I first visited the of-
ficial Microsoft office website using my clients PC and log in with my
clients Microsoft log in. I then choose the version my client is look-
ing for which is the business one and downloaded it from the Mi-
crosoft website to avoid any risk of malicious and to get the latest
version.
Parts or software used: • Stable Internet connection
• Google chrome to access the Microsoft 365 portal and
download office 365.
• Window 11 ensuring the device meet system require-
ments.
• Microsoft account
• Microsoft web page.
Duration of the job (minutes): • 10 minutes
Testing or monitoring actions: The next step I did testing this is to make sure that all the applica-
tion are active and running as they should, and to do this I have
opened Microsoft word, team, and EXCEL.
To monitor office 365 performance I have used task manger to
check resources while office 365 application where running.
Results and observations: The result was that office 365 have been downloaded successful
and all office 365 application including word, excel, PowerPoint
function as expected.
Optimisations Performed
Description of the optimisation: Office 365 receives automatic updates that include the latest fea-
tures, enhancements in performance, and security patches, all with-
out the need for manual intervention. This process guarantees that
users benefit from the most up-to-date tools and functionalities,
while simultaneously protecting the system against vulnerabilities.
Parts or software used: Microsoft update service.
