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• ICTNWK302 Determine and action network problems LMS 1

ICTICT304 Implement system software changes LMS 2

Knowledge Assessment

Unit code, name
ICTNWK302 - Determine and action network problems (1)
Qualification/Course code, name
ICT30118 - Certificate III in Information, Digital Media and Technology (2)
TAFE NSW

Assessment instructions

Table 1 Assessment instructions

Part 1: Short answer

Refer to the ABC_Company_Policy(PDF file) when answering the following questions.

1. An incident had been submitted to the company’s help desk system on Friday 6:30PM and it is not a critical issue. If this incident was assigned to you, according to the agreement (SLA), when will you be responding to it?

2. List five things that IT support staff should first review before providing support to any issue as per the technical support agreement.

3. List three reasons for referring (escalating) an unresolved incident to a higher level service area.

4. Refer to the ABC Company guidelines for prioritising requests. List two typical network problems that if occurred would be considered as a critical issue.

5. Explain how you would give priority and provide response to a client computer having an operating system issue that requires re-imaging the system.

6. It is important that system maintenance and service outages are planned in such a way that would cause minimal disruption to clients. Briefly mention two points from ABC Company maintenance requirements that demonstrates this.

7. List five things you would need to consider when purchasing network hardware or components.

8. List three things you would do to ensure extra network cables and old network equipment are stored properly for later use.

9. Complete the following table describing technical features and functions of network hardware and software systems.

Part 2: Scenario 1 – short answer

Read the scenario carefully and provide short answers to the questions. Also refer to ABC company policy document.docx file when answering the questions.

You have received the following phone call from the service desk.

“Hi! It’s Jessica from the service desk here. We have received a request from one of our customers, Tom Green from the Marketing department.

Tom needs to print some coloured photographs, but the printer is not working. His details are in the email I have forwarded to you.”

Forwarded email from tom.green@abc.com

Dear help desk staff. I need to print colour photographs of some new products for my manager, but the printer will not print. I need these printouts urgently to present at a meeting tomorrow afternoon.

The printer model is “Epson AcuLaser C1900” and the printer name is ABCprint

Additionally, my computer number is J205-005, and I’m currently located in Room J205

If you need any further information please contact me on 0200-0004

Cheers,

Tom Green.

Warning: After checking the company database you have found that the printer is not under warranty.

1. List two simple (non-technical) questions that you can ask Tom in order to help confirm understanding of the problem.

2. List four things/resources you would need to refer to when solving a network related problem.

3. Assume that the printer’s toner cartridges have to be replaced in order to solve the above printer problem. List two diagnostic tasks you would have performed in order to identify the above given cause of problem.

4. Assume that you do not have extra printer toner cartridges available in stock. According to company policy how would you proceed with ordering new printer toner?

5. Recommend one thing you can do to avoid similar problem situations from happening in future.

6. ABC Company policy states that all electronic waste must be recycled or disposed in an environmentally sound manner. Therefore, according to the policy:
   1. What is the procedure for recycling electronic equipment?

1. What is the procedure for disposing electronic equipment?

7. According to company policy, if you are required to replace toner cartridges, will it involve any standard maintenance tasks?

8. Fill in the above incident details correctly under Incident 1 of the Incident report template.docx file provided. Assume that the incident number is 101.

Part 3: Scenario 2 – short answer

Read the scenario carefully and provide short answers to the questions. Refer to ABC company policy documents.docx file when answering the questions.

You have received the following phone call from the service desk.

“Hi! It’s Jessica from the service desk here. We have received a request from one of our customers in digital marketing department, George Brown.

George has requested for a hard drive upgrade for his computer. His details are in the email I have forwarded to you.”

Forwarded email from george.brown@abc.com

Dear help desk staff.

My computer number is P407-001, and I’m currently located in Room P407.

I use my computer for making company videos and my hard drive is full. I was wondering if my 500GB drive could be replaced with a larger 5TB drive.

If so, can all my data be copied to the new drive please?

If you need any further information please contact me on 0200-0005

Cheers,

George Brown.

Warning: After checking the company database you have found that the George’s computer is computer is under contract and has a warranty.

1. Does the above request involve further escalation? If so, explain why and include any relevant policy information about the scope of responsibility and support provided by help desk.

2. List two diagnostic tasks that you could conduct on the customer’s hard disk to identify if there is a problem.

3. According to company policy, list two things you would do to handle the customer’s request?

Note: George’s computer is under contract and has a warranty.

4. Fill in the above incident details correctly under Incident 2 of the Incident report template.docx file provided. Assume that the incident number is 102.