ICTICT422: Principles of Service Desk Quality - Computer Science Assessment Answer

Computer Science Assessment Answer

1. Understanding of the principles of service desk quality.
2. What legislation, codes of practice and other formal agreements, that directly impact on the resolution processes, do you need to be aware of before you contact clients. 
3. Demonstrated ability to communicate with the customer keeping them informed of progress and advising on workarounds.
4. Ability to ensure data integrity.

5. Understanding of service management relating to service desk.

6. Demonstrated ability to use industry best practice in ICT service desk support.

Understanding of Quality Assurance of processes and procedures relating to service desk.

TASK 2

As you are on work experience your supervisor has informed you that you are not to deal with any issues that may impact adversely on the client’s computers without escalating the call to an experienced technician.

2 Your first duty is to familiarise yourself with the service desk system, and then open new service calls on the system for each of the calls below; or for three calls received by you at your work place.

• Do you need to escalate these calls or can you attempt to deal with them yourself?

Why or why not? If either of the calls need to be escalated who will you escalate them to?

The first call need not to be escalated since the problem is simple and it does not have not many causes of problem. So I can deal with it myself.

The second call also need not to be escalated. The working principle of printer is not simple. But since it is new printer its cause of not working will be less and can easily find out and solve it.

• Now you need to contact the customers and commence solving their problems.

1. 1. 1. List the questions that you would ask in each case.

      2. Forward these questions to your teacher who will act as the client and supply you with responses to your questions.

Following will the questions that I would be asking the client for problem of keyboard stopped working: Job # 1183

• Does your keyboard lights is on or off?

• When keyboard started no working?

• Before keyboard start not working did you performed any action?

• Have you checked the wire of keyboard?

Following will the questions that I would be asking the client for problem of printer stopped working: Job # 1184

• Have you bought the printer after testing it in dealer place?

• When it started not working?

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