BTEC National Diploma for IT Practitioners U7 - End User Support Assignment 7.

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Task 1 for M5. I need to set up my department. To do this I have produced a range of Business Templates that have my corporate name (Right to be heard), logo and other details that I feel are applicable. I also have a screen dump of each one for ease of viewing. Template for: Letter head arrangement with logo

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This shows the document saved as a template

Agenda

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Letter for customers Here is my letter template which has the same design style as the rest making the company recognized easier.

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Sales invoice Here is a screen dump of my invoice, it has been designed in Microsoft excel.

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Task 2 for P3 1.) An Code of Conduct for your staff. The principles of a code of conduct is there protect the data of customers so it does not get leaked to other companies or the public. Also in the case of if work is deleted ect. Somebody can be help responsible because of this conduct.

THE DATA PROTECTION PRINCIPLES 1. Personal data shall be only used for the specified and lawful purpose involving the client 2. Personal data shall be relevant to the company needs only 3. Personal data shall be accurate and where necessary kept up to date. 4. Personal data processed for any purpose shall not be kept for longer than 12 months after the contract has ended. 5. Appropriate technical and organisational measures shall be taken against accidental loss or destruction of damage to personal data in accordance with this company. 6. Personal data shall not be transferred to a country where Right 2 Be Heard is not involved. I have used the information from the website http://www.opsi.gov.uk/acts/acts1998/80029--l.htm to make the above documentation.

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2.) The purpose of the Data Protection Act. The purpose for the Data Protection Act is to keep people and there work safe from there identities and work being stolen as passing work off as there own. This is very important especially in the time when technology is high.

What is the purpose of the Data Protection Act 1998? The purpose of the Act is to protect individuals from the use of erroneous information held about them, and also the misuse of correct information that may be held about them. The Act gives rights to living individuals about whom information is recorded. They are entitled, upon application, to be supplied with a copy of any information held about them. They also have the right to challenge it, if appropriate, and to claim compensation if they suffer loss or damage because of incorrect information/inappropriate disclosures. The Act also obliges those who record and use personal data to be open about their use of the information they hold. They must register this use with the Information Commissioner and comply with certain practices that are laid down in the form of principles. This information was accessed at http://www.bris.ac.uk/secretary/dataprotection/purposeofact.html

3.) What is meant by an annual service/repair budget? Annual service/repair budget is the total amount of money allocated for a particular purpose or time. This means putting a budget together for regular one year service of Workstations, hardware and (software if need). When a workstation or PC in the unfortunate case breaks and needs parts to be replaced the money can come from the budget set aside. For a example my company may put two hundred fifty pounds per workstation in the budget this would be sufficient to meet any demands needed. Matthew Walker SC404637 Page 9

4.) It may be cheaper to replace an item than repair In some cases workstations or PCs maybe cheaper to replace then repair as if the motherboard went on the workstation. It may cost the same or cheaper to just go by a new workstation. This is because first of all on the workstation you have to find the problem first then after that a part will have to be ordered (and this maybe time consuming). Once the part has arrived somebody will have to install it making labour charges as well as the part and delivery of that part. A friend of mine owns a internet caf and he said to me PCs have a shelf life of three years if this is so when things breaks on PCs or workstation a question of how old is the workstation pops to mind. To back up my friends statement I have the following clip of a news article.

PC Shelf Life Shrinks The economically useful life of personal computers (PCs) is shrinking to only two years, claims research firm International Data Corporation (IDC). The research asserts that PCs are "barely managing" to retain their value into the third year, thanks to rapidly falling prices associated with the pace of technological advances. "Vendors will continue to lower price points as faster processors are introduced and continue to replace their most expensive, best equipped systems with even better systems at the same price point," explains Kevin Burden, senior analyst with IDC's Asset Management Services research program. "As long as users are able to continually buy more robust PCs at lower price points, economic life cycles will continue to shrink, and this will certainly be the case for the foreseeable future." Businesses need to understand the differing life cycles of installed PCs and their value on the used PC market, in order to maximize their PC investments, adds Burden. "As companies cycle out older systems for newer ones, they often find the cost to get rid of PCs exceeds their value in the used equipment market." This information was accessed at http://zones.advisor.com/doc/06011 Task 3 for P1, M1 & D1. Matthew Walker SC404637 Page 10

Task 3 for P1, M1 & D1.

1) Write a newspaper advertisement for the job. You have been budgeted at least 8 lines of text.

IT Support Technician
Right 2 Be Heard
Starting Salary 15420 - 19531 PA + Benefits
IT support technician required help to diagnose and correct software and hardware problems for IT users. Duties include working with the client to determine the exact nature of the fault, documenting problems and solutions and giving basic training to new users. Staff work 37 to 40 hours a week, with shift, weekend and Work is office-based. You should have a thorough knowledge of networking and operating systems, hardware, have excellent analytical skills.

2) Write a full job specification for personnel department use, ie a work contract. The work Right to be heard IT support technician, help to diagnose and correct software and hardware problems for IT users of VoIP. IT support staff carry out work on site or remotely via phone, email or by using web-based applications. Typical duties include: working with the client to determine the exact nature of the fault analyzing the reasons for breakdown of systems or peripherals (printers, scanners, modems) documenting problems and solutions Giving basic training to new staff in using their PCs and specialist VoIP software applications.

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Support technicians work on technical support telephone helplines or online support services dealing with enquiries from commercial or home users. Hours and Environment Support staff work 40 hours a week, with shift, weekend. Work is office-based Skills and Interests

As an IT support technician, you should: Have a thorough knowledge of networking and operating systems, hardware. Have excellent analytical skills Be able to explain clearly problems and solutions, in non-technical terms Be able to work calmly and professionally under pressure Be patient and have a methodical approach to work Be able to work alone or as part of a team Be able to prioritise tasks Be able to keep up to date with developments in IT Be aware of safety issues associated with electrical equipment. Training Training continues on the job and covers some or all of the following areas: Specialist VoIP software applications Problem solving Advanced networking (LAN and WAN) Network systems management Customer support systems Annual Income Figures are approximate. Starting salary are between 13,500. Experienced staffs earn 20,000. management responsibility may earn 25,000 a year.

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3) Write a brief article for the company magazine informing the existing staff about the work of the new service technicians and the difference it will make to the way ICT will be used, maintained and developed for the future benefit of all. Features in Right to be heard (R2BH) Right to be heard is a little piece of software that lets you make free calls to anyone else on R2BH anywhere in the world. Even though the calls are free, they are really excellent quality. If you and your friends, family or business contacts are using webcams, you can also make free video calls. You can even call landlines and mobile phones at really cheap per minute rates (and theres no setup or subscription fee). Get going on R2BH Find out more about all the features that make R2BH easy to use and great for keeping in contact with your friends and family. Basic chat and emoticons Group chat, Video calling, Conference calling ,Profile settings and, personalizing R2BH Other stuff File transfer and organise your contacts into useful groups and use R2BH handy features to make calling even easier. Quick filter, Speed-Dial and recently dialed numbers

So what you waiting for download it for free now!

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