IT Technical Support

Know about the role of IT support in organisations.

Different business functions: sales, finance, HR, admin, marketing, stock control, distribution, etc.

IT support as a business function: provides customer service to employees, safety and protection from viruses and cybercrime, for data storage and management, communication and collaboration, improves decision making, supporting/training users, managing hardware/software maintenance and upgrades, etc.

Learners need to understand that every organisation, whether small or big, needs effective IT services and systems in order to operate effectively and the role of IT support when hardware/software fails, needs maintained, users need training, etc.

Assessment Criteria

• 1.1

  Explain the role of IT support and how it supports different business functions.

Know about the procedures used when diagnosing IT faults.

Procedures: fault validation, information gathering, information analysis, solution identification.

Diagnostic process: information sources such as automatic error messages, help desk records, questioning the user, technical manuals; specific fault identification procedures using flowcharts; fault validation; minimise disruption; escalation; communicating with user, estimating time for repair, estimating cost.

Organisational issues: fault rectification policy e.g. problem description, problem history, problem location, technical information on the system under investigation, any parts used, actions taken and their outcome, time and expense records; business impact e.g. loss of service, customer dissatisfaction, errors in information; other considerations e.g. repair cost vs replacement, resource availability, skill availability, ease of repair.

Assessment Criteria

• 2.1

  Describe the process for diagnosing IT faults.

• 2.2

  Describe organisational issues associated with IT fault diagnosis.

Be able to install, configure and test hardware in IT systems to meet user requirements.

AC 3.1:

• Hardware: central processing unit (CPU), random-access memory (RAM), power supply, storage devices (optical drive, hard drive, solid-state drive), expansion cards (video, audio, network cards, modem), motherboard, system cooling (case fans, CPU fans, liquid cooling).
• Peripherals (wired/wireless): input devices (keyboard, pointing devices, scanner, microphone, webcam), output devices (printer, display devices, speakers), input and output devices (Smart TV, touchscreen display).
• Connectors and ports: video, eSATA, ThunderboltTM, USB, RJ-45, RJ-11, audio, power, HDMI.
• Networking devices: routers (wired/wireless), switches, hubs, nodes and links.
• Network connection processes: apply/verify connection for devices, install drivers, set server identity and encryption type, apply admin and user passwords.

AC 3.2:

• Install hardware: monitor, keyboard, mouse (or other pointing device), speakers, scanner, games console, joystick, plug and play devices, default setup routines, printer and other device drivers, removable storage media, CD/DVD, data/memory stick, media card, mobile device, removable hard drive, modem, mobile device, wired/wireless router.
• Safe working practices: reading and following instructions, complying with health and safety guidelines, identifying risks from hardware, electrical connection risks and guidelines, use and disposal of cleaning materials, handling equipment, risks to self and others, safe attachment and removal of USB devices.

AC 3.3:

• Hardware tests: print test pages, check files are saved on storage media, access network files and applications, check internet connection, send and receive test email, navigate to ISP website, run utilities, speed test to check data transfer rates, identify networked devices, view network configuration.
• Identifying and solving problems with hardware: replacing components, connecting devices to other systems, replacing faulty hardware (keyboard, mouse), dealing with storage problems: backing up/archiving old files, deleting unwanted files, increasing user storage allocation, adding additional storage media, installing and setting up printers and scanners and troubleshooting faults.

Assessment Criteria

• 3.1

  Describe the hardware and networking components needed in an IT system.

• 3.2

  Install and configure hardware in an IT system safely.

• 3.3

  Identify and perform hardware tests to check IT system functionality, and diagnose and remedy any faults.

Be able to install, configure and test software in IT systems and mobile devices to meet user requirements.

AC 4.1:

Functions of an operating system: boot up, central processing, resource and device management, memory and sharing, functionality monitoring, directories for programs and storage, user interface, security.

Types of operating system: Windows, Mac OS, Linux, open source.

AC4.2:

Software application features and functions:

• Productivity software (word processing, email and presentation software, pdf viewers/creators).
• Web browsers (Firefox, Google Chrome, Internet Explorer).
• Collaborative software (document storage and sharing).
• Messaging and video conferencing: Skype, Google Hangouts.
• Utility software (security/malware, diagnostics, compression software).
• Specialist software (digital design, medical/scientific, financial).
• Open source versus commercial.
• Common file types and formats for documents, audio, images, compression.

AC 4.3:

Install software applications: software licence, installation disks, manuals, default settings, autosave settings, secure removal/transfer of data, configure the user interface, set system date, time, language, set up user account, desktop shortcuts.

AC 4.4:

Set-up and configure a mobile device: connection set-up, synchronisation, email configuration, Bluetooth pairing, locking/unlocking and security, downloading and installing apps.

AC 4.5:

Software tests: open and close applications, open, close, save files, check anti-virus, spyware, adware malware software is running, installing, updating and running anti-virus and other security software regularly.

Assessment Criteria

• 4.1

  Explain the functions of an operating system and the types used in IT systems.

• 4.2

  Explain software application features and functions. 

• 4.3

  Install and configure software in an IT system.

• 4.4

  Set-up and configure a mobile device.

• 4.5

  Identify and perform software tests, and diagnose and remedy any faults.

Be able to apply safety and security measures to IT systems and mobile devices. 

Safety measures: disposal methods, e.g. Restriction of Hazardous Substances Directive (RoHS), cathode ray tube (CRT) monitors, scanners, batteries, ink/toner, hard drives.

Power, e.g. energy-efficient devices, power profiles, power limitations, international power differences.

System/device location: consideration of airflow, humidity, temperature, dust accumulation, electromagnetic interference (EMI).

Electrostatic discharge concepts.

Assessment Criteria

• 5.1

  Apply safety and security measures to IT systems and mobile devices.