Week 10

2.21 Understand the support processes provided to end users and customers

• User management:

o adding users

o removing users

o accessing times.

• Password management:

o complexity setting

o expiry

o reset on next logon.

• Permissions and privileges:

o access to resources

o group policies

o configuring shared resources.

• Installation and deployment of software.

• Connection to remote resources.

• Fault identification.

• Issue escalation from first to third line support.

• Knowledge management:

o documentation.

• Known fixes.

• SOPs.

• Asset management.

• Auditing.

2.22 Be able to solve problems as they arise and apply appropriate methods in a digital support context

• Apply troubleshooting to diagnose problems:

o information:

– investigate support requests

– investigate probable causes

– troubleshoot issues.

o problem analysis:

– eliminate known fixes and problems

– eliminate potential causes

– consider remaining possibilities.

o test remaining possibilities:

– test and eliminate possible causes

– identify the appropriate solution.

o apply problem resolution:

– back-up data on system

– implement the solution

– test the solution

– repeat process until required outcome is achieved

– document the cause and solution on fault logging system.

o implement actions to mitigate against the cause reoccurring.

Last Updated
2026-07-13 09:01:41