Unit 13: IT Trouble Shooting and Repair Aims: Evaluate how organisational policies and procedures impact on IT Technicians Philomena Dillon ©
Unit 13: IT Trouble Shooting and Repair Health and Safety Acts Management of Health and Safety at Work Regulations 1999 The Provision and Use of Work Equipment Regulations 1998 Workplace (Health, Safety and Welfare) Regulations 1992 Health and Safety (Display Screen Equipment) Regulations 1992 The Manual Handling Operations Regulations 1992 The Personal Protective Equipment Regulations 1992 Philomena Dillon ©
Unit 13: IT Trouble Shooting and Repair Data Protection Act Computer Misuse Act Health & Safety Act Philomena Dillon ©
Unit 13: IT Trouble Shooting and Repair Employment Act WEEE Regulations The Manual Handling Operations Regulations Philomena Dillon ©
Unit 13: IT Trouble Shooting and Repair Task 1 ITSMAGIC have been so impressed with all your work that they’re considering giving you a promotion to lead technician. However before any decision can be made you need to prove to ITSMAGIC that you understand what impact the organisational polices outlined in Figure 1.2 could have on troubleshooting and repair. You are required to write a report that describes the potential impact the policies could have on the troubleshooting and repair process within ITSMAGIC. (P1) Philomena Dillon ©
Unit 13: IT Trouble Shooting and Repair ITSMAGIC IT Policy and Procedure document extract The working week for the IT support division is 08.30 to 16.30 Monday to Friday. Any requests for additional time must be submitted two working days in advance. Hardware under guarantee must be returned to the manufacturer in order not to invalidate the warranty. All other hardware will be repaired on site if possible, otherwise it will be sent to a recognised specialist Hardware replacement will take place on a five year rolling programme All documentation supplied with new hardware or software is to be kept in the IT manager’s office. No unauthorised software is to be installed on company machines unless proof of a licence is available. Internet use is restricted to permitted sites at all times. Any member of the technical team who cannot resolve a problem must refer it to their line manager within 24 hours of starting work on the problem. Requests made by the managing director or accountant must be given top priority. All user requests must be acknowledged upon receipt and a timescale for start of support supplied. All current legislation must be complied with at all times. All technical staff are allowed 2 training days per year to allow for professional development Philomena Dillon ©
Unit 13: IT Trouble Shooting and Repair ITSMAGIC IT Policy and Procedure document extract Hardware replacement will take place on a five year rolling programme All documentation supplied with new hardware or software is to be kept in the IT manager’s office. No unauthorised software is to be installed on company machines unless proof of a licence is available. Internet use is restricted to permitted sites at all times. Any member of the technical team who cannot resolve a problem must refer it to their line manager within 24 hours of starting work on the problem. Requests made by the managing director or accountant must be given top priority. All user requests must be acknowledged upon receipt and a timescale for start of support supplied. All current legislation must be complied with at all times. All technical staff are allowed 2 training days per year to allow for professional development Philomena Dillon ©