1. Unit 13: IT Trouble Shooting and Repair
Aims:
Evaluate how organisational policies and procedures impact on IT Technicians
Philomena Dillon ©

2. 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 ©

3. Unit 13: IT Trouble Shooting and Repair
Data Protection Act
Computer Misuse Act
Health & Safety Act
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4. Unit 13: IT Trouble Shooting and Repair
Employment Act
WEEE Regulations
The Manual Handling Operations Regulations
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5. 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 ©

6. Unit 13: IT Trouble Shooting and Repair
ITSMAGIC IT Policy and Procedure document extract
The working week for the IT support division is to 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 ©

7. 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 ©