1. ICT Systems and Principles Introduction

2. Timetable Thursday 9:00 -11:00 Customer Support (Rachelle Berry) 11:00 -12:00 Tutorial (Rachelle Berry) 12:00 -14:00 PC Maintenance (Steven Griffiths) 15:00 – 19:00 PC Maintenance (Steven Griffiths) Friday 9:00 – 10:15 IT User Skills(Thomas Collins) 11:15 – 12:15 IT User Skills (Thomas Collins) 12:15 – 14:00 IT User Skills (Thomas Collins) 14:30 – 15:30 PC Maintenance 15:30 – 16:30 PC Maintenance

3. Customer Support Provision This unit will introduce you to all aspects of supporting your customers as an IT Systems Support Technician

4. Learning Outcomes In this unit you will: 1. Provide technical information and support in response to customer requirements 2. Identify potential improvements in the customers’ use of resources 3. Assist in reviews to identify how automated procedures may improve customers’ use of resources 4. Create routine automated procedures and assist in the creation of complex automated procedures

5. 1. Provide technical information and support in response to customer requirements By the end of this section you will be able to: 1. Gather and record/log customer support requirements 2. Provide technical support in response to customer requirements 3. Record/log outcome of response to customer 4. Escalate unresolved requests for technical support to suitable persons

6. 2. Identify potential improvements in the customers’ use of resources 1. Prepare accurate records of existing hardware and software resources 2. Gather information on customers’ use of existing resources 3. Document recommendations

7. 3. Assist in reviews to identify how automated procedures may improve customers’ use of resources 1. Identify customers’ frequently performed Tasks 2. Gather information to identify potential automated procedures 3. Make recommendations on which procedures should be automated

8. 4. Create routine automated procedures and assist in the creation of complex automated procedures 1. Complete routine automated procedures 2. Select and use more complex automated procedures following an agreed pre-prepared plan 3. Check that automated procedures perform the required function 4. Carry out testing of parts of more complex automated procedures following an agreed plan 5. Record details of the automated procedures created

9. Customer Support Provision Assignment Details Time allowance: 3 hours The assignment is made up of three tasks: 1. Collect information to provide support in response to customer requirements and log support calls 2. Complete an audit of ICT systems 3. Recommend and install an automated procedure at user and system level