P2 Explain the impact of organisation policies and procedures on the provision of technical support

Guidelines and Constraints

Reporting faults within a computer:

It’s an advantage to catch faults early on when using a computer as there will always be some faults that need specialist attention , the quicker it is sourced  the sooner it is fixed and data banked, meaning if it was to arise again it would  be fixed by the computer. When within a company the issues have to be taken on a scale of how important they are to the least important. The most important will be dealt with quickly the more minor ones will be sent out to people lower in the company of technicians to solve the minor ones gaining experience.

Internet use:                                                          

Company computers are meant to be used only for work within the company looking at research into work needed to be done, companies must make sure that their workers are complying with work guidelines not ensuing things unrelated to the company e.g. illegal sites, people have also been playing games which shouldn’t be done when deadlines are needed to be done and it’s a waste of the internet usage. Punishment will be within company policies this can mean sanctions will be put in place around them such as loss of their jobs or will lose pay even have to work over time to cover the hours wasted.

Security:

Every company must have some sort of anti-virus to help enable routine checks on the server and computers to make sure no harmful viruses or malware has affected them. If so the virus and malware must be purged from the system to keep the security level high otherwise other viruses might use the same path to get into information stored.

Back-up, every company must do this so that information is stored not just on the computer but on the server so if anything was to occur for example a fault there is a backup of the work to be taken and used to continue on with work as usual.

Usb’s, and hard drives, many companies will ban these as they might be used to take or steal information from the computer and be passed on to other companies. There will always be risks around this some companies might buy in computers which don’t allow you to stick in usb’s or external hard drivers protecting information.

SLA Service Level Agreements:

This is a legal binding contract between the It technicians and the company meaning that there are things that the It technicians within the company must do and met within their job perspectives.  

They will have to produce things like:

·         Secure networks for college or schools if they work within one

·         Make a good connection between the wireless and the remote version of accessing the internet.

·         Make a service that allows the users to keep up to day and for it to be easy to access and meet all the needs of what the user wants.

Things that the service will have:

·         Authentication via password and username

·         An email system to send messages to teacher and student

·         The internet, blocking unauthorized websites but allowing use to research information

·         A learning platform for kids to play games and learn from them wise use of fronter

·         Software to allow them to make and design things needed for class

·         Network printing to print their work via wireless

·         Anti-virus protection to stop getting viruses from the internet,

·         Teaching privileges for teachers to access work and more permission than a child

·         Admin services and systems to help run the system to be up-to-date.

Confidentiality:

This is when work is stored within a company which is protected on the behalf of the client, the client has to be told and given the option of allowing the company to use their information if they however are not informed legal action could be taken, with information being stolen some of it might be confidential something which could affect the security of the company and has to be at its top level to stop anyone from stealing the information.

Information that is sensitive:

Companies that are at risk of being hacked are an aspiration for up-in-coming hackers as they try to infiltrate a large company and steal information, this could be important information which could affect the image of the company as well as the trust in the client, plus the information stolen could be harmful and used against the company or client, so fines and law suits are placed to stop hackers as well as a tough security system.

Organisation their constraints:

Money is key within companies, a company never starts out big unless they are funded by a parent company, smaller companies start small using software and systems that are of the lower end as large companies can afford the better equipment. Small companies can find that they will have a better support network, they wouldn’t be partnered around the world they will be based within their country, they wouldn’t hold the same software or tools to help define and solve a solution easily, so they will take more time but you will get a more in-depth detailed way of solving the problem as you are following the journey with them so if the problem arises you know every detail.

Resources acquired:

Again there will be problems that a small company can’t solve with the means of software that they hold even their hardware if the process is too strenuous on their computers. They will have to find alternate routes to help solve problems that arise as if they don’t have the resources available they will have to find ways of solving it without the resources required or recommended.

Time:

Things need to be done quickly now a days to be more effective and efficient to help support the people with problems be it in the company or outside of it, going into a bigger company you will find that things are categorised and set deadlines are made up, making the workers have a goal but also to get work processed and put through for a better rating.

Technician experience:

IT Support is all about having a person able to help you if they are new things will take time and mistakes will be made but for some this is just an annoyance, the more experienced veterans of the support call will be able to get this done in a third of the time as a new person to the job, there are key things needed to be obtained through information and questions that the experienced have done so many times before they nearly know what will be said. Fault logs are used on how to obtain a quick and easy solution to the problem.

Outsourcing the version of support:

This is when you will be put through to a different company this has all happened to us at one point, only problem is these companies outside of the main HQ are representing them so if you get bad service it will impact the main HQ by the loss of a customer or client, They have to have good software and hardware to solve the issues as well as providing a good service.