In this unit, learners will understand common digital problems and helpdesk requests, and will be able to resolve a helpdesk ticket. Learners will also be able to use a system log (syslog) and install, configure and deploy an operating system and software applications.
Learning outcome 1: Be able to manage a ticket when dealing with end users’ digital problems
[Suggested order: 1.6 + 2.5, 2.1, 2.2, 2.3, 2.4, 1.1, 1.2, 1.3, 1.4, 1.5]
1.1 Summarise the functions of a helpdesk
1.2 Analyse the helpdesk process for managing tickets
1.3 Explain the purpose of a service level agreement (SLA)
1.4 Explain the purpose of performance and progress reporting
1.5 Describe the difference between the levels of support within an escalation route
Learning outcome 2: Understand digital problems and helpdesk requests in the digital support sector
2.1 Describe common digital problems
2.2 Describe common helpdesk requests
2.3 Describe the application of tools and techniques used to resolve users’ digital problems
2.4 Explain best practice principles for incident and request management
Learning outcome 3: Be able to use a system log (syslog)
[Suggested order: 3.3, 3.1, 3.2, 3.4]
3.1 Describe the purpose of a syslog server
3.2 Identify different types of information that a syslog captures
3.3 Demonstrate the installation of a syslog server (on your own device)
3.4 Interpret the output of a syslog during and after an event
Learning outcome 4: Be able to install, configure and deploy an operating system [Suggested order: Unit 5: 4.5 up until network deployment, then 5.4 (PRTG), then send your tutor the cloned file (OneDrive link). This will complete both 4.5 and 5.4.
4.1 Describe how a range of common operating systems are used
4.2 Explain installation, configuration and deployment requirements for operating systems
4.3 Describe the purpose of using disk images to deploy operating systems
4.4 Explain the advantages and disadvantages of a range of deployment methods for operating systems
4.5 Install, configure and deploy an operating system (Make sure you've installed the Syslog Server in LO 3.3, in Virtual Box as well before sending the file [.ova <--cloned file (image)] from LO 4.5)
Learning outcome 5: Be able to install, configure and deploy software applications [Suggested order: 5.4, 5.3, 5.2, 5.1]
5.1 Describe a range of application types
5.2 Explain installation and configuration requirements for software applications
5.3 Explain a range of software application deployment methods
5.4 Install, configure test and deploy software applications on to end-user devices (Make sure you've installed the Syslog Server in LO 3.3, in Virtual Box as well above before sending the file [.ova <--cloned file (image)] from LO 4.5)