IT Support for End Users

Assignment
Assignment front sheet
Qualification

Unit number and title

Pearson BTEC Level 4 HND Diploma in

Computing and System Development

Unit 28: IT Support for End Users

Student name

Assessor name
U Zaw Zaw Han

Date issued

Completion date

Assignment title

IT Support for End Users

Learning
Outcome
LO1

In this assessment you will have the

Criteria
Assessment
opportunity to present evidence that shows Task no. Evidence
Met
Criteria
you are able to:
(Page no) (Assessor
AC - 1.1 1.1 discuss an analytical approach to solving
1
different types of user problems

Understand
user
problems

AC - 1.2

LO2

AC - 2.1

Be able to
provide
user
support

LO3
Be able to
create
user
support
programm
es

Submitted on

AC - 2.2
AC - 3.1

AC - 3.2

1.2 evaluate the impact of problems on user

productivity

design suitable methods to monitor and

document
technical support activities

2.2 deliver user support, both at the desktop

and remotely,
to meet user needs

(3.1) design a user support manual for an

organisation that could be used by users before
contacting the helpdesk.
(3.2)device a training course that could be
presented to new employees of a company to
enable them to be familiar with company IT
policies and systems

Page 1 of 13

AC-3.3

(3.3) Produce a system support services plan

for an organisation that includes support
planning, system maintenance and disaster
recovery.
Merit Criteria for Computer System

M1
Identify and
apply
strategies to
find
appropriate
solutions
`
M2
Select/
design and
apply
appropriate
methods/
techniques

M3
Present and
communicat
e
appropriate
findings

AC 1.1

Complex problems with more than one

variable have been explored.
A suitable plan for appropriate communication
HGQ
techniques installation and upgrading method
has been designed applying appropriate methods
and techniques.

The selection of methods and

techniques/sources has been justified.
AC 2.2
Provide support (telephone/online
helpdesk/physical helpdesk) in both software and
hardware queries by the users of the company IT
equipment.

HGQ

The appropriate structure and approach has

been used.
AC 2.1

You are required to create a test plan using

appropriate structure and approach has been
used. System capacity problems,
transmission problems (cables, switches,
routers), connectivity problems (internet,
other systems, printers, shared
resources)of EFR Group of companies. Once
completed, carry out your documented tests

HGQ

Distinction Criteria for Computer System

D1
Use critical
reflection to
evaluate
own work
and justify
valid
conclusions

Conclusions have been arrived at through

synthesis of ideas have been justified.
AC 3.2

IT is a fast changing area and two days per year

is probably not enough to keep abreast of
changes and updates. Therefore advice and
guidance could be out of date or meaningless.

Page 2 of 13

HGQ

D2
Take

The design of methods/techniques has

been justified.

responsibility

for
managing
and
organising
activities

D3
Demonstrat
e
convergent/l
ateral/creati
ve thinking

AC 3.1

AC 3.3

Create
a
design
how
to
upgrading/replacement
of
existing
system hardware/software, infrastructure
(backbone, routers, switches, cabling,
WAPs).
removal of temporary files, password
policies of all departments with report.

Ideas have been generated and decisions

taken
Decisions taken during the workstation/ server
planning and installation natural disaster,
power failure, major loss of data, security
breaches, restoring data demonstrate
convergent thinking.

HGQ

HGQ

Learner declaration
I certify that the work submitted for this assignment is my own and research sources are fully acknowledged.

Student signature:

Date:

Page 3 of 13

Assignment brief
Unit number and title
Qualification

Pearson BTEC Level 4 HND Diploma in Computing and System Development

Unit 28: IT Support for End Users

Start date
Deadline/hand-in
Assessor

U Zaw Zaw Han

Assignment title

IT Support for End Users

Purpose of this assignment

This assignment is intended the learners to provide and support for users and network administrators
over the telephone and by email Configuration and testing of any new hardware and Software. Diagnosis of
desktop, application, networking and infrastructure issues. It was impressed by his initiative and his thirst for
knowledge It was particularly impressed by the professionalism and technical innovation that Students
demonstrated on their Support for End User Plan Project.
Scenario

A Company, how called Myanmar Round The World Company Limited you are a technician
as you need to know how the ICT technician would support users to meet their needs, and the
variety of approaches that organization adopt to support end users.
A typical role of an ICT Support Technician is to provide support to users of a particular network
(often within several buildings, depending on the size of the company).
Duties of a typical ICT Support technician would include the following:
* Installation and maintenance of the company IT network equipment (software and hardware).
* To carry out simple upgrades and repairs to company computers.
* Assist with Network User Account management and creation.

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* Assist with the safe movement of computerized equipment.

* Provide support (telephone/online helpdesk/physical helpdesk) in both software and hardware
queries by the users of the company IT equipment.
* Possibly assisting in the training needs of users of IT equipment.
* Team Work of more complicated faults to the appropriate senior technician or manager.

PASS QUESTIONS (answer ALL)

Task: 1 (LO:1 AC 1.1, 1.2)
1.1

discuss an analytical approach to solving different types Assessor initials

of user problems
if achieved

To achieve P1.1, If a company, there are several stages to solve a problem by using analytical approach,
eg: software fail, internet problem or system compatibility with explanations and figures.

1.2
evaluate the impact of problems on user productivity

Assessor initials if
Achieved

To achieve P1.2, So many usages of users problems. Eg: slow computer, virus infection, out of balance
computer power and users usage, etc.with notes

Task: 2 (LO2: AC 2.1, 2.2)

2.1

design suitable methods to monitor and document

technical support activities

Assessor initials
if achieved

To achieve P2.1,
In your company, a technician (you) support for end user. How to solve type of problems,
eg suitable method to monitor and document technical support activities (maintenance schedule,
monitoring another computer using the network, eg: live chat, remote PC support, etc.submit a
report.

2.2

deliver user support, both at the desktop and remotely,

Page 5 of 13

Assessor initials
if achieved

to meet user needs

To achieve P2.2,
Test a configured and upgrade computer system and network for functionality
Upgrade a computer system in your network, installing and upgrade hardware and upgrade software
components device driver installation, reconfiguring network card, adding memory chips; change of
motherboard; installing new hard drive

Task: 3 (LO3: AC 3.1, 3.2, 3.3)

3.1

design a user support manual for an organisation that

could be used by users before contacting the
helpdesk.

Assessor initials
if achieved

To achieve P3.1, User support manual with example..

3.2

device a training course that could be presented to

new employees of a company to enable them to be
familiar with company IT policies and systems

Assessor initials
if achieved

To achieve P3.2, Identify training needs

Analyse your training needs
How to troubleshoot hardware, software and training outcome, etc

3.3

Produce a system support services plan for an

organisation that includes support planning, system
maintenance and disaster recovery.

Assessor initials
if achieved

To achieve P3.3 IT Department would need to have system maintenance plan and disaster
recovery plan for an organisation, write down maintenance schedule plan and disaster recovery plan,
how should they do for that

Higher Grade Questions (HGQ):

Page 6 of 13

M1
(LO1, AC1.3)

A suitable plan for appropriate communication

techniques installation and upgrading method has been
designed applying appropriate methods and techniques.

Assessor initials
if achieved

By considering different types of plan for appropriate communication techniques installation and
upgrading method what you have suggested on given scenario and give examples for your company.
Judge reasons on your recommendation.

M2
(LO2: AC:2.1)

Provide support (telephone/online helpdesk/physical

helpdesk) in both software and hardware queries by the
users of the company IT equipment.

Assessor initials
if achieved

To achieve M2, select two systems that are commercially and suit the needs of the company as stated
above providing details of the hardware and software queries problem.
Evaluate each system individually and select one and justify why you think it would be most suitable.

M3
(LO3: AC:3.2)

You are required to create a test plan using appropriate

structure and approach has been used. System
capacity problems, transmission problems
(cables, switches, routers), connectivity problems
(internet, other systems, printers, shared
resources)of EFR Group of companies. Once
completed, carry out your documented tests

Assessor initials
if achieved

You are required to create a test plan see figure that tests the main hardware and software components
of EFR Group of companies. Once completed, carry out your documented tests.
Any failures should be explained using screen shots.
Test Plan
Tester:
Test Date:
Test Location:

D1
(LO4: AC:3.1)

IT is a fast changing area and two days per year is

probably not enough to keep abreast of changes and
updates. Therefore advice and guidance could be out of
date or meaningless.

Assessor initials
if achieved

Write a report that two days per year is probably not enough that you tested. Therefore advice and
guidance of date or meaningless, make suggestions on improvements.

Page 7 of 13

Create a design how to upgrading/replacement of

(LO3:AC:3.1) existing system hardware/software, infrastructure
(backbone, routers, switches, cabling, WAPs).
removal of temporary files, password policies of all
departments with report.
D2

Assessor initials
if achieved

Create a design how to upgrading/replacement of existing system hardware/software infrastructure build

and configure in your organisation and prepare presentation to compare the hardware and software
specification of all departments with report.

D3
(LO3:AC:3.4)

Decisions taken during the workstation/ server planning

and installation natural disaster, power failure, major
loss of data, security breaches, restoring data
demonstrate convergent thinking.

Assessor initials
if achieved

In your company, a technician (you) support for end user. How to solve type of
problems, eg suitable method and technical support activities. ( maintenance schedule, software
update, device driver installation, reconfiguring network card, adding memory chips)With notes.

Sources of Information
Books
Text Books

Dick D The PC Support Handbook: The Configuration and Systems Guide (Dumbreck Publishing, 2009)
ISBN 9780954171131
Anfinsin IT Essentials: PC Hardware and Software Companion Guide (Cisco Press, 2010)
MacRae The Computer Manual: The Step-by-step Guide to Upgrading and Reporting a PC (Haynes
Group, 2002) ISBN 1859608884
All assignments should be submitted in the correct portfolio format by the required deadline and
checked fully for spelling and grammar.
Your portfolio should have a title page and a contents page with suitable subsections and page
number referencing.

This brief has been verified as being fit for purpose

Page 8 of 13

Assessor

U Zaw Zaw Han

Signature

Date

Internal verifier U Mg Mg Kyaw

Signature

Evidence
checklist
AC 1.1

Date

Summary of evidence required by student

Learners need to explain the role of computer systems with explanations
and figures.

AC 1.2

Learners need to explain the hardware, software and peripheral

components of a computer system with diagrams and notes

AC 2.1

Discuss and Compare different types of computer system with examples

and notes

AC 2.2

Learners need to summit a report Produce a system design specification to

meet a clients needs

AC 3.1

Learners need to Evaluate the suitability of a system design specification

with

AC 3.2

Learners need to test and document a computer system using screen shots

AC 4.1

Learners need to do that perform routine maintenance tasks on a computer

system using screen shoots and notes

AC 4.2

Learners need to do that upgrade the hardware and software on a computer

system using screen shots
Learners need to compare different types of computer system with notes

M1
M2

Learners need to produce a system design specification to meet a clients

needs with clear notes

Page 9 of 13

Evidence
presented

M3

Learners need to test and document a computer system using test plan
figure and screen shots

D1

Learners need to perform routine maintenance tasks on a computer system

Reports with notes

D2

Learners need to build and configure computer system to meet a design

specification using diagram and reports

D3

Learners need to design suitable methods technical support activities with

notes

Page 10 of 13

Achievement Summary
Qualification

Unit Number and title

Criteria
Reference
AC 1.1
AC 1.2
AC 2.1
AC 2.2
AC 3.1
AC 3.2

AC 3.3

Pearson BTEC Level 4HND in

Computing and System
Development

Assessor name

Unit 28 IT Support for End Users

U Zaw Zaw Han

Student name

To achieve the criteria the evidence must show that the student is
able to:
Discuss an analytical approach to solving different types of user
problems
Evaluate the impact of problems on user productivity
Design suitable methods to monitor and document technical support
activities
Deliver user support, both at the desktop and remotely to meet user
needs
Design a user support manual for an organization that could be used
by users before contacting the helpdesk
Device a training course that could be presented to new employees of
a company to enable them to be familiar with company IT policies and
systems
Produce a system support services plan for an organization that
includes support planning, system maintenance and disaster recovery

Achieved?
(tick)

Higher Grade achievements (where applicable)

Grade descriptor
M1: Identify and apply strategies to find
appropriate solutions.

Achieved?
(tick)

Grade descriptor
D1: Use critical reflection to
evaluate own work and justify valid
conclusions.

Effective judgements have been made.

M2: Select / design and apply appropriate

methods / techniques.
The selection of methods and
techniques/sources has been justified.

Conclusions have been arrived

at through synthesis of ideas
have been justified.
D2: Take responsibility for
managing and organising activities
Substantial activities, projects
or investigations have been
planned, managed and
organized.

Page 11 of 13

Achieved?
(tick)

M3: Present and communicate appropriate

findings

D3: Demonstrate convergent /

lateral/creative thinking

The appropriate structure and approach

has been used.

Ideas have been generated and

decisions taken

Assignment Feedback
Formative Feedback: Assessor to Student

Action Plan

Summative feedback

Page 12 of 13

Feedback: Student to Assessor

Assessor signature

Date

Student signature

Date

Page 13 of 13