B12L620 IT Support

Introduction

Such methods can include on-site help, desk support or remote support (connecting to the client machine and attempting to resolve the problem), field support and call centre support. The continuous development of technology and changing work patterns requires IT professionals to keep up to date with how to deal with technical problems and how to access and provide support where and when needed. In addition, organisations now seek to use new mechanisms, systems and technologies and this changing organisational practice has had a direct impact on the individuals who provide technical support.

1 Understand the tools and techniques used for technical support

1. Tools: software diagnostic and monitoring tools
   eg VNC, remote diagnostic connections; other eg control panel
2. Techniques: direct questioning of users; recording faults and remedies eg fault log, solutions database
3. Future trends: (possibilities)
   eg increasing reliance on remote support, development of systems that analyse and report on faults for other uses such as planning corporate training programmes, development of central infrastructures, contracted out and offshore services

2 Understand how organisational policies and procedures influence technical support

1. Working procedures and policies: organisational guidelines
   eg reporting of faults, internet use, security;
   SLA service level agreements; confidentiality; sensitivity of information;
2. organisational constraints
   eg costs of resources required, time, user expertise;
3. outsourcing of support services

3 Be able to gather information to provide advice and guidance

1. Fault: type
   eg 1/ loss of service, 2/ poor performance, 3/ virus, 4/ error messages
2. Sources of information: product specifications and manuals; colleagues with specialist expertise; manufacturers knowledge base/resource sites; fault records showing previously found solutions; other internet sources eg FAQs and technical forums
3. Validity of information: issues with
   eg cross-reference checks with user, problem reproduction, reliability of different types of information

4 Be able to communicate advice and guidance

1. Communication method: direct to user in response to a query
   eg via email, face to face, telephone; additional support material eg email, newsletters, FAQs, input to technical forums, help sheets, user guides
2. Types of advice: recommendations for repair or replacement of components; provision of training or direct instruction; others
   eg bug fixes, installation of patches, systems reset or rebooting instructions
3. Communication skills: providing information to relevant people; anger management skills (customer); keeping calm and objective (self); soft skills eg patience, empathy; referring issues that are beyond scope of individual; providing and communicating appropriate response times for resolution
4. Checking solutions: testing; user review ie ensuring that advice was sufficient and correct or solution was successful; recording actions
   eg updating fault log
5. End users: types eg experienced, novice, technical

P1 explain the tools and techniques used for technical support
P2 explain the impact of organisational policies and procedures on the provision of technical support
P3 identify the types of fault that can occur
P4 source technical information to provide advice and guidance for avariety of faults
P5 use different communication routes to provide advice andguidance
P6 respond appropriately to end users

M1 discuss the importance of keeping fault logs
M2 explain the advantages and disadvantages of outsourcing technical support
M3 judge the value of different sources of support material
M4 provide additional support material to users.

D1 review a recent advance in support systems technology
D2 demonstrate effective communication skills with different types of end user