IT Technical Support Unit 12 Assignment 2 Policies and Procedures

Scenario You are working as a senior helpdesk technician for ‘Dodge and Profit’ a large firm of accountants. The organisation employs 150 staff, all located in one building on four floors. All employees have access to the company intranet and the Internet via networked workstations. Normal working hours are from 9-a.m. to 5 p.m., Monday to Friday. There are eight full-time employees in the IT support team, each working a 40-hour week. The support staff work on a rota in which at least any two members of staff are always working from 7 a.m. until 7 p.m., seven days a week. Assignment 2

Assignment 2 Outcome and Principal Objective(s): P2 - Explain the impact of organisational policies and procedures on the provision of technical support. M2 - Explain the advantages and disadvantages of outsourcing technical support. Assignment 2

Assignment 2 P2 Task 1 (outcome P2) Your manager has asked you to devise policies and procedures for the help-desk based on the impact that these will have on the technical advice and guidance given. Select three policies and two procedures from the example documents provided on the Wiki that would be appropriate for your organisation and could be included in the final policy document. Explain the impact each of the selected policies or procedures would have on users, technicians and the organisation as a whole. You need to present this information as a written report or in the form of a table. Hints: Select and describe three policies and two procedures. Describe their impact on the technical advice given (e.g. no support after 5 P:M). Describe who is impacted and in what way (eg Customers, the technician, efficiency, communication, informed decisions, etc). Assignment 2 P2

Assignment 2 M2 Task 2 (Outcome M2) Scenario - The company is considering outsourcing its technical support services, your position is not in danger and you have been asked to produce a balanced report on the advantages and disadvantages of such a move. Produce a structured report that will explain the advantages and disadvantages of technical support to both the users and the organisation (Dodge and Profit) if outsourcing were to be implemented. Hints: Consider the users (e.g. communication - methods/barriers/constraints, speed of the resolution, customer satisfaction, physical repairs, support hours etc) Consider the organisation (e.g. financial costs, local/remote, staffing, advantages /disadvantages) Include examples where outsourcing would have a positive effect and others where it would have a negative effect on the technical support offered. Assignment 2 M2

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Assignment 2 Sunday 21-10-2018 Midnight Friday 05-10-2018 DATE SET DATE DUE Assignment 2 Friday 05-10-2018 Sunday 21-10-2018 Midnight