Joshua Hall Assignment 1 – Learning Aim A Unit 12 – 2023
Table of Contents
Unit 12 – IT Technical Support...............................................................................................................3
Introduction...........................................................................................................................................3
Purpose and nature of IT System support.............................................................................................3
Support for Different Types of Users in the System...............................................................................4
Beginners...........................................................................................................................................4
Intermediate......................................................................................................................................4
Expert................................................................................................................................................5
Administrators...................................................................................................................................5
Continuity of IT-based Systems and Processes......................................................................................6
Storage...............................................................................................................................................6
Cloud Storage....................................................................................................................................6
Network Systems...............................................................................................................................6
Virtual Personal Computers...............................................................................................................7
Email Communications......................................................................................................................7
Life Cycle of Support and Management.................................................................................................8
Design, Create and Test.....................................................................................................................8
Operation...........................................................................................................................................8
Decommission...................................................................................................................................8
Resources..........................................................................................................................................9
Demand Increase...............................................................................................................................9
1|Page
,Joshua Hall Assignment 1 – Learning Aim A Unit 12 – 2023
User Support......................................................................................................................................9
Safe Working Practices in IT Support and Management......................................................................10
Display Screen Equipment...............................................................................................................10
Manual Handling Operation Legislation...........................................................................................11
Portable Appliance Testing..............................................................................................................11
Effects on the Organisation..............................................................................................................12
Electrocution and Electrostatic Danger............................................................................................12
Fire...................................................................................................................................................12
Ergonomics of Workstation.............................................................................................................12
Job Roles in IT Technical Support and Management...........................................................................13
1st Line Support...............................................................................................................................13
2nd Line Support...............................................................................................................................13
3rd Line Support..............................................................................................................................14
Infrastructure Architects..................................................................................................................14
Network Administrators..................................................................................................................14
System & Network Support and Management Tools..........................................................................15
Monitoring.......................................................................................................................................15
User Desktop Computing.................................................................................................................15
Disk Images Deployment.................................................................................................................15
Asset Management..........................................................................................................................16
Remote Access Desktop...................................................................................................................16
Comparison..........................................................................................................................................17
2|Page
, Joshua Hall Assignment 1 – Learning Aim A Unit 12 – 2023
Evaluation............................................................................................................................................19
Sources................................................................................................................................................23
Unit 12 – IT Technical Support
Introduction
In this assignment, I have been asked to produce a report which evaluates the support and
management requirements and characteristics of IT systems used by businesses. Furthermore, I will
also be assessing the support and management requirements and characteristics such as including
the purpose and nature, safe working practices, job roles and system and network tools used in 2
different organizations.
Purpose and nature of IT System support
The goal of IT system support and management is to allow individuals to use the system, including
end users who are categorized as beginners, intermediates, experts, and administrators.
Additionally, an office-based IT support staff will be able to monitor computer networks while also
providing technical assistance to ensure everything works throughout this company. IT support will
be able to maintain computer systems, install and configure hardware and software, and
troubleshoot technical issues.
The nature of IT system support in an office-based workplace such as a call center will be to assist
and support staff with setup, maintenance, troubleshooting, and other computer-related issues.
They employ over a hundred people, have over a hundred computers, three servers, and ten IT
support employees. From this, the specialists will be able to provide remote assistance to the
employees, usually by phone or email, in order to keep them informed about additional technical
support upgrades.
3|Page
Table of Contents
Unit 12 – IT Technical Support...............................................................................................................3
Introduction...........................................................................................................................................3
Purpose and nature of IT System support.............................................................................................3
Support for Different Types of Users in the System...............................................................................4
Beginners...........................................................................................................................................4
Intermediate......................................................................................................................................4
Expert................................................................................................................................................5
Administrators...................................................................................................................................5
Continuity of IT-based Systems and Processes......................................................................................6
Storage...............................................................................................................................................6
Cloud Storage....................................................................................................................................6
Network Systems...............................................................................................................................6
Virtual Personal Computers...............................................................................................................7
Email Communications......................................................................................................................7
Life Cycle of Support and Management.................................................................................................8
Design, Create and Test.....................................................................................................................8
Operation...........................................................................................................................................8
Decommission...................................................................................................................................8
Resources..........................................................................................................................................9
Demand Increase...............................................................................................................................9
1|Page
,Joshua Hall Assignment 1 – Learning Aim A Unit 12 – 2023
User Support......................................................................................................................................9
Safe Working Practices in IT Support and Management......................................................................10
Display Screen Equipment...............................................................................................................10
Manual Handling Operation Legislation...........................................................................................11
Portable Appliance Testing..............................................................................................................11
Effects on the Organisation..............................................................................................................12
Electrocution and Electrostatic Danger............................................................................................12
Fire...................................................................................................................................................12
Ergonomics of Workstation.............................................................................................................12
Job Roles in IT Technical Support and Management...........................................................................13
1st Line Support...............................................................................................................................13
2nd Line Support...............................................................................................................................13
3rd Line Support..............................................................................................................................14
Infrastructure Architects..................................................................................................................14
Network Administrators..................................................................................................................14
System & Network Support and Management Tools..........................................................................15
Monitoring.......................................................................................................................................15
User Desktop Computing.................................................................................................................15
Disk Images Deployment.................................................................................................................15
Asset Management..........................................................................................................................16
Remote Access Desktop...................................................................................................................16
Comparison..........................................................................................................................................17
2|Page
, Joshua Hall Assignment 1 – Learning Aim A Unit 12 – 2023
Evaluation............................................................................................................................................19
Sources................................................................................................................................................23
Unit 12 – IT Technical Support
Introduction
In this assignment, I have been asked to produce a report which evaluates the support and
management requirements and characteristics of IT systems used by businesses. Furthermore, I will
also be assessing the support and management requirements and characteristics such as including
the purpose and nature, safe working practices, job roles and system and network tools used in 2
different organizations.
Purpose and nature of IT System support
The goal of IT system support and management is to allow individuals to use the system, including
end users who are categorized as beginners, intermediates, experts, and administrators.
Additionally, an office-based IT support staff will be able to monitor computer networks while also
providing technical assistance to ensure everything works throughout this company. IT support will
be able to maintain computer systems, install and configure hardware and software, and
troubleshoot technical issues.
The nature of IT system support in an office-based workplace such as a call center will be to assist
and support staff with setup, maintenance, troubleshooting, and other computer-related issues.
They employ over a hundred people, have over a hundred computers, three servers, and ten IT
support employees. From this, the specialists will be able to provide remote assistance to the
employees, usually by phone or email, in order to keep them informed about additional technical
support upgrades.
3|Page
