Name: John Atkinson Unit 12 – Learning Aim A Date: 03/02/2020
Unit 12: IT Technical Support – Assignment 1
Introduction:
In this assignment, I have been asked to produce a report by examining the support and
management needs and characteristics of IT systems used by organisations to identify areas where
support is necessary and the involvement of different job roles. Furthermore, I will also be
evaluating the support and management needs and characteristics; including purpose and nature,
safe working practice, job roles and system and network tools used, for at least 2 different
organisations.
Purpose and nature of IT System support:
The purpose of IT system support and management is to help with supporting vast number of users
to be using the system including end users to be classified as beginners, intermediate or expert and
admins who have the access rights that include the support staff. Furthermore, the IT support team
from Croydon College will be able to maintain computer networks with providing technical support
to ensure fluency within this organisation. The existence of IT support will be able to maintain
computer systems, installation and configuration of hardware plus software, and solving technical
problems.
The nature of IT system support for Croydon College will be to support and assist computer clients
with setup, maintenance, troubleshooting and problems that they may have with their computers.
From this, the technicians will assist the students remotely generally by phone or email to inform
further technical support updates.
The nature of IT system support for Croydon Reptile is to guide staff with configuration and
diagnosing problems to monitor temperatures of all types of animals that are present inside the
building. The customer will be assisted technically by
Support for different types of users in the system at Croydon
College and Croydon Reptile
For the support for different types of users in the system at this institution, there are various
members which will have their own role and objective in different areas. The students will be the
main type of users that are stored in the IT system and they are primarily people that are enrolled in
a school or college to attend sessions in a course they have chosen to attain the appropriate level of
mastery of a subject. There are disabled users that include students, academic staff and non-
academic staff and these are also stored on the IT system. Additionally, there are more which
consists of:
Teachers/tutors: This will be another common type of user needed in the IT system at this
organisation where they will be having reasonable competency with day-to-day tasks. For instance,
variable skill levels from basic would be from Hair and Beauty or Catering to advanced engineers
using CAD and CAM, Creative Media and IT tutors.
, Name: John Atkinson Unit 12 – Learning Aim A Date: 03/02/2020
Cashiers in canteen: EPOS terminals to be used to process and take payments via card or cash. There
are two types of card that are used and one of them is the normal credit/debit card whereas the
other will be the lanyard that students have if they are eligible for bursary. The spending limit is
£3.50 to cover the funds of eating and drinking when at lunch times and can simply just tap on the
reader when on the till.
Security Staff: They will oversee metal detector wand, random selector, security barriers and gaining
access to ProMonitor to record incidents. These tasks are beneficial for the staffs as they can easily
store and update the record of many users once they have indicated suspicious users. For instance,
carrying a knife or other weapon and negative behaviours towards staff.
IT Technicians: They will have access to allow different rights, update software, monitor traffic,
install new equipment, fault fixing. The technicians are responsible for these tasks if there are any
problems that list in the options mentioned above and have a minimum duration of 3 – 4 business
days for the issue to be resolved as soon as possible. The number of teams used to be 17 but now
decreased to 5.
Visitor access: Visitors can access the internet by using the public Wi-Fi available throughout the
building of the institution. There is no authentication required to connect as it is open publicly to all
visitors.
Guest logins: There are logins available for guests using external verifiers and Ofsted inspectors and
these are used for temporary access to the internet without having to use the same guest account.
Learning Support Assistants: This is generally familiar with Office suite – varying level of skill.
Exams team: Access to external systems e.g. BTEC, AQA, OCR, Ascents and many more. These are all
different types of awarding body to bring all the services needed for examination to be in success.
MIS: These would be the experts in their field which will enable them to fill in student data such as
enrolment information in a much effortless way. This service will prevent entering in information
manually.
Finance Dept: Specialist accounts software, access to external purchasing systems, bank account
access. These teams will have access to bank accounts associated with their authentication and are
able to deal with payments/fees or tuition fees to be paid when enrolling or going on a trip.
Marketing team: The marketing team will be used for IT skills to be able to operate social media
platforms such as Facebook, Instagram and Twitter. These will be used by the team to publish every
service that is provided and any events that are available for visitors to participate which gives a
further idea of how the school/college is like.
Unit 12: IT Technical Support – Assignment 1
Introduction:
In this assignment, I have been asked to produce a report by examining the support and
management needs and characteristics of IT systems used by organisations to identify areas where
support is necessary and the involvement of different job roles. Furthermore, I will also be
evaluating the support and management needs and characteristics; including purpose and nature,
safe working practice, job roles and system and network tools used, for at least 2 different
organisations.
Purpose and nature of IT System support:
The purpose of IT system support and management is to help with supporting vast number of users
to be using the system including end users to be classified as beginners, intermediate or expert and
admins who have the access rights that include the support staff. Furthermore, the IT support team
from Croydon College will be able to maintain computer networks with providing technical support
to ensure fluency within this organisation. The existence of IT support will be able to maintain
computer systems, installation and configuration of hardware plus software, and solving technical
problems.
The nature of IT system support for Croydon College will be to support and assist computer clients
with setup, maintenance, troubleshooting and problems that they may have with their computers.
From this, the technicians will assist the students remotely generally by phone or email to inform
further technical support updates.
The nature of IT system support for Croydon Reptile is to guide staff with configuration and
diagnosing problems to monitor temperatures of all types of animals that are present inside the
building. The customer will be assisted technically by
Support for different types of users in the system at Croydon
College and Croydon Reptile
For the support for different types of users in the system at this institution, there are various
members which will have their own role and objective in different areas. The students will be the
main type of users that are stored in the IT system and they are primarily people that are enrolled in
a school or college to attend sessions in a course they have chosen to attain the appropriate level of
mastery of a subject. There are disabled users that include students, academic staff and non-
academic staff and these are also stored on the IT system. Additionally, there are more which
consists of:
Teachers/tutors: This will be another common type of user needed in the IT system at this
organisation where they will be having reasonable competency with day-to-day tasks. For instance,
variable skill levels from basic would be from Hair and Beauty or Catering to advanced engineers
using CAD and CAM, Creative Media and IT tutors.
, Name: John Atkinson Unit 12 – Learning Aim A Date: 03/02/2020
Cashiers in canteen: EPOS terminals to be used to process and take payments via card or cash. There
are two types of card that are used and one of them is the normal credit/debit card whereas the
other will be the lanyard that students have if they are eligible for bursary. The spending limit is
£3.50 to cover the funds of eating and drinking when at lunch times and can simply just tap on the
reader when on the till.
Security Staff: They will oversee metal detector wand, random selector, security barriers and gaining
access to ProMonitor to record incidents. These tasks are beneficial for the staffs as they can easily
store and update the record of many users once they have indicated suspicious users. For instance,
carrying a knife or other weapon and negative behaviours towards staff.
IT Technicians: They will have access to allow different rights, update software, monitor traffic,
install new equipment, fault fixing. The technicians are responsible for these tasks if there are any
problems that list in the options mentioned above and have a minimum duration of 3 – 4 business
days for the issue to be resolved as soon as possible. The number of teams used to be 17 but now
decreased to 5.
Visitor access: Visitors can access the internet by using the public Wi-Fi available throughout the
building of the institution. There is no authentication required to connect as it is open publicly to all
visitors.
Guest logins: There are logins available for guests using external verifiers and Ofsted inspectors and
these are used for temporary access to the internet without having to use the same guest account.
Learning Support Assistants: This is generally familiar with Office suite – varying level of skill.
Exams team: Access to external systems e.g. BTEC, AQA, OCR, Ascents and many more. These are all
different types of awarding body to bring all the services needed for examination to be in success.
MIS: These would be the experts in their field which will enable them to fill in student data such as
enrolment information in a much effortless way. This service will prevent entering in information
manually.
Finance Dept: Specialist accounts software, access to external purchasing systems, bank account
access. These teams will have access to bank accounts associated with their authentication and are
able to deal with payments/fees or tuition fees to be paid when enrolling or going on a trip.
Marketing team: The marketing team will be used for IT skills to be able to operate social media
platforms such as Facebook, Instagram and Twitter. These will be used by the team to publish every
service that is provided and any events that are available for visitors to participate which gives a
further idea of how the school/college is like.
