ICTSAS305 - Provide ICT Advice to Clients - Diagnose and Report on Faults - Management Assignment Help

Assignment Task:

Scenario

In your role as IT Trainee at Red Opal Innovations (ROI_Scenario.pdf). As a trainee, your tasks include resolving issues from staff members and escalating problems as required.

Part 1: Diagnose and report on faults

Your supervisor has informed you that Josephine Bellini is having an issue with her computer, and he has assigned this issue to you.

Write a report for your supervisor (in your own words) using the ROI Report template (ROI_Report_template.dotx), referring to the Asset Register (ROI_Asset_register.xslx), Service Level Agreement (ROI_SLA.pdf) and IT Maintenance Procedure (ROI_IT_Maint_procedure.pdf) where applicable.

(Suggested number of words: 450 – 750 words)

Include the following items in your report:

1. Check the current call logs (ROI_Call_logs_current.xslx) and write an overview of the issue.
2. Discuss other similar issues including both in-house and vendor support:
   • Look at the previous call logs (ROI_Call_logs_prev.xslx) and explain whether there have been any similar issues and how they were fixed.
   • Find two appropriate websites online that discuss and solve problems with this type of component, which would be useful in diagnosing this problem.
     • Identify the vendor support available by including the vendor’s technical site as one of your listed websites
     • Include the website links and explain why these are reputable sources of information.
3. Write a brief procedure detailing diagnostic tools you would use and the steps you’ll take to find the problem (you can use a diagnostic utility that came with the operating system or you can choose to use third party diagnostic software to find the problem). Explain how the websites you listed have assisted you in writing this procedure.
4. Assume that the problem is the hardware component you tested and that it’s still under warranty.
   • List the vendor and describe the vendor support that’s available in this situation.
   • Describe what the in-house IT Support needs to do to in this situation.
5. Identify and explain whether the replacement could be handled by the in-house IT Support.
6. According to the vendor service agreement, briefly explain the following:
   • Red Opal Innovations’ responsibilities (as the customer) for obtaining vendor support
   • Any service limitations of the vendor.

Assessment checklist

The following checklist will be used by your assessor to mark your performance against the assessment criteria of your submitted project. Use this checklist to understand what skills and/or knowledge you need to demonstrate in your submission/presentation. All the criteria described in the Assessment checklist must be met. The assessor may ask questions while the submission is taking place or if appropriate directly after the task has been submitted.

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