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Unit 12 – IT Technical support and
management Learning Aim B
Introduction.................................................................................................2
Client requirements.....................................................................................2
Action 1 .....................................................................................................3
Action 2.......................................................................................................8
Action 2 – User Account management...................................................8
Action 3.....................................................................................................13
Action 3- Left-handed control configuration...........................................13
Action 4.....................................................................................................18
Action 4-CMOS battery installation or replacement:...............................18
Action 5.....................................................................................................23
Action 5 – Hard drive replacement......................................................23
Action 6.....................................................................................................27
Action 6– Hardware upgrade GPU........................................................27
Test Plan....................................................................................................31
Conclusion.................................................................................................32
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Introduction
I have worked for a PC repair business and a computer server as an IT technician. My boss is
branching out into the IT management and support sector by offering local businesses
outsourced IT assistance. The business has launched the support service, and several
customers have already signed up.
The six IT support and management tasks that I will successfully make sure to provide
evidence about in a safe and efficient manner include logging user issues and
faults contacting users to address technical issues support and repair tasks, including
workaround solutions managing user accounts installing or upgrading hardware or
software configuring individual devices managing storage installing and configuring
peripherals managing software and configuring discs. Additionally, I will show that I have
monitored the system's functionality and made necessary adjustments to meet the needs
and requirements of the clients.
Client requirements
I will explain how to employ practices and behaviours to safely do six basic IT support
activities to meet client needs and optimise system performance.
Some of the following IT support and management tasks will be carried out by me in this
scenario in a secure and effective way:
User issue and fault logging
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Communication with users to resolve technical issues
Support and repair tasks including work around solutions
User account management
Hardware or software installation or upgrade
Individual device configuration
Storage management
Peripheral installation and/or configuration
Software management
Disk configuration
Along the way, I will also make sure to provide thorough proof that I have monitored the
system's performance and made necessary adjustments to meet the client's requirements
for a reliable and secure system.
Action 1
Action 1 Hardware Upgrade:
Name: Adam
Contact information: *Phone number: 071234569
*Email:
Desk number: 19
Times: Date of Report 07/02/2024
Date of Problem: 02/02/2024
Time of Problem: 9:01AM
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*Device ID: Eg: SP-122
*Device PC
Description/Purpose:
*Priority of Fix: It needs to be fixed right away. It must be fixed right away so
that work can proceed as soon as possible.
*Select Problem(s): Software problems poor performance, crashes Hardware
problems broken optical drives, loud fans, overheating,
exposed wires, peripherals
*Description of Problem I'm having serious performance issues with my computer
right now, which are interfering with my work and making
me less productive. Five business days have passed;
This must be resolved as quickly as possible. Would you
please prioritise resolving these issues as soon as possible?
As far as we can tell, the user in this case, Adam is dissatisfied with the way the computer
performs. He points out that his device is malfunctioning and takes a long time to fix,
wasting his time and interfering with other important data.
Before:
Unit 12 – IT Technical support and
management Learning Aim B
Introduction.................................................................................................2
Client requirements.....................................................................................2
Action 1 .....................................................................................................3
Action 2.......................................................................................................8
Action 2 – User Account management...................................................8
Action 3.....................................................................................................13
Action 3- Left-handed control configuration...........................................13
Action 4.....................................................................................................18
Action 4-CMOS battery installation or replacement:...............................18
Action 5.....................................................................................................23
Action 5 – Hard drive replacement......................................................23
Action 6.....................................................................................................27
Action 6– Hardware upgrade GPU........................................................27
Test Plan....................................................................................................31
Conclusion.................................................................................................32
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Introduction
I have worked for a PC repair business and a computer server as an IT technician. My boss is
branching out into the IT management and support sector by offering local businesses
outsourced IT assistance. The business has launched the support service, and several
customers have already signed up.
The six IT support and management tasks that I will successfully make sure to provide
evidence about in a safe and efficient manner include logging user issues and
faults contacting users to address technical issues support and repair tasks, including
workaround solutions managing user accounts installing or upgrading hardware or
software configuring individual devices managing storage installing and configuring
peripherals managing software and configuring discs. Additionally, I will show that I have
monitored the system's functionality and made necessary adjustments to meet the needs
and requirements of the clients.
Client requirements
I will explain how to employ practices and behaviours to safely do six basic IT support
activities to meet client needs and optimise system performance.
Some of the following IT support and management tasks will be carried out by me in this
scenario in a secure and effective way:
User issue and fault logging
,3 of 33
Communication with users to resolve technical issues
Support and repair tasks including work around solutions
User account management
Hardware or software installation or upgrade
Individual device configuration
Storage management
Peripheral installation and/or configuration
Software management
Disk configuration
Along the way, I will also make sure to provide thorough proof that I have monitored the
system's performance and made necessary adjustments to meet the client's requirements
for a reliable and secure system.
Action 1
Action 1 Hardware Upgrade:
Name: Adam
Contact information: *Phone number: 071234569
*Email:
Desk number: 19
Times: Date of Report 07/02/2024
Date of Problem: 02/02/2024
Time of Problem: 9:01AM
, 4 of 33
*Device ID: Eg: SP-122
*Device PC
Description/Purpose:
*Priority of Fix: It needs to be fixed right away. It must be fixed right away so
that work can proceed as soon as possible.
*Select Problem(s): Software problems poor performance, crashes Hardware
problems broken optical drives, loud fans, overheating,
exposed wires, peripherals
*Description of Problem I'm having serious performance issues with my computer
right now, which are interfering with my work and making
me less productive. Five business days have passed;
This must be resolved as quickly as possible. Would you
please prioritise resolving these issues as soon as possible?
As far as we can tell, the user in this case, Adam is dissatisfied with the way the computer
performs. He points out that his device is malfunctioning and takes a long time to fix,
wasting his time and interfering with other important data.
Before:
