week 5

B1 Management of user support requests

• Understand that:

 

o an issue prevents the intended use or operation of an IT system, or infringes the rule of law or an organisation’s policies, e.g. forgotten login details, privacy and copyright, insufficient user training

 

o a fault is a defect in either hardware or software that prevents the intended use or operation of an IT system.

 

• IT support and management processes:

o issue and fault management, including raising a support ticket, assigning a severity and priority to the request, classifying the request, allocating the request to a support technician, escalation of unresolved requests and communicating the status of requests to users

o service-level agreements (SLAs) covering request solution and performance monitoring of the IT support function, e.g. ticket volumes, response times, closure rates

o communicating with user, including listening skills, tone of voice, communicating factual information, e.g. estimated time for repair and estimated cost

o customer satisfaction and analysis of support request data to identify issues, including training needs, problem software and hardware, scheduling of resources (e.g. time of day/week when most problems occur), staffing issues.

• IT support and management systems:

o reporting systems, including telephone helpdesk and web-based reporting tools

o recording information about the issue/fault, including date, name of person, location of issue/fault, type of device, location of device, error code, parts used, description, symptom(s)

o solution knowledge base and its use to support technicians, e.g. automatic error messages, helpdesk records, questioning the user, technical manuals

o actions taken, including issue/fault history, record of work carried out.

Last Updated
2021-04-20 13:18:25