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Unit 12 IT Technical Support and Management Learning Aim B.version 1 17 Jan 2020

This document provides an assignment brief for a BTEC qualification in Information Technology. The brief outlines tasks for students to complete routine IT support and management activities, optimize system performance, and use effective behaviors. Evidence of completed tasks is required.

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emandurranix09
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73 views

Unit 12 IT Technical Support and Management Learning Aim B.version 1 17 Jan 2020

This document provides an assignment brief for a BTEC qualification in Information Technology. The brief outlines tasks for students to complete routine IT support and management activities, optimize system performance, and use effective behaviors. Evidence of completed tasks is required.

Uploaded by

emandurranix09
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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BTEC Assignment Brief

Pearson BTEC International Level 3 Certificate in


Information Technology
Pearson BTEC International Level 3 Subsidiary Diploma in
Information Technology
Pearson BTEC International Level 3 Foundation Diploma in
Qualification Information Technology
Pearson BTEC International Level 3 Diploma in Information
Technology
Pearson BTEC International Level 3 National Extended
Diploma in Information Technology

Unit number and title


Unit 12: IT Technical Support and Management
B: Carry out routine support and management activities on
Learning aim(s) (For
IT systems
NQF only)
Supporting and managing a system
Assignment title

Assessor

Issue date

Hand in deadline

You have been working for a PC repair company as an IT


technician. Your manager is branching out into the IT
support and management market, providing outsourced IT
support to local businesses. The company has started
Vocational Scenario or running the support service and several customers have
Context already signed up.

Task 1 You need to provide evidence that you have carried out at
least 6 IT support and management tasks safely and
effectively such as
 User issue and fault logging
 Communication with users to resolve technical issues
 Support and repair tasks including work around
solutions
 User account management
 Hardware or software installation or upgrade
 Individual device configuration
 Storage management
 Peripheral installation and/or configuration
 Software management
 Disk configuration
You also need to provide detailed evidence that you have
monitored the performance of the system and optimised it
BTEC Assignment Brief v0.2
BTEC Internal Assessment QDAM Nov 2019
to meet the client requirements for a secure system with
adequate performance. This could be done for example by
adjusting security settings, updating software, adjusting the
operating system configuration and carrying out hardware
upgrades. You should also explain how the optimisations
are intended to improve performance
Your evidence should also show that you have used
effective behaviours (such as time management, use of
feedback from others, effective communication, leadership
and responsibility) while carrying out the tasks.

Checklist of evidence Evidence (such as screen shots, print-outs, observation


required statements and photographs) of support activities
completed.

Criteria covered by this task:


Unit/Criteria
To achieve the criteria you must show that you are able to:
reference
Complete at least six routine IT support activities safely and optimise
B.D2 the system’s performance to meet the client’s requirements, using
processes and behaviours effectively.
Complete at least six routine IT support activities safely and monitor
B.M2 the system’s performance to meet the client’s requirements, using
appropriate processes and behaviours.
Complete at least six routine IT support activities safely, using some
B.P3
appropriate processes and behaviours.
Monitor the performance of the IT system safely against the client’s
B.P4
requirements, using some appropriate processes and behaviours.

Sources of information D. Crawley and P Senness. The Compassionate Geek:


to support you with Mastering Customer Service for IT Professionals. 2013,
this Assignment Soundtraining net. 978-0983660705

Meyers, M. CompTIA A+ Certification All-in-One Exam


Guide, Ninth Edition. McGraw-Hill Education 2016. 978-
1259589515

Other assessment e.g., work sheets, risk assessments, case study


materials attached to
this Assignment Brief

BTEC Assignment Brief v0.2


BTEC Internal Assessment QDAM Nov 2019

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