Unit 28 IT Support for End Users

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Unit number and title

BTEC Higher National Diploma in CSD

Unit 28 IT Support for End Users

QFC Level

Credit value

Level 4

15 credits

Unit Code

Unit By

Submitted on



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Case Scenario

Sugar Rush Ltd. is a distribution company that specializes in the sale and distribution of imported candy and sweets to businesses throughout Trinidad and Tobago. Popular product brands that the company distributes are Lindt Chocolate, Ghirardelli Chocolate and Godiva Chocolate. The company has been in existence for over 10 years and has grown immensely since its inception. The company boasts over 100 employees across five strategically located warehouses throughout Trinidad with one stationed in Tobago as well.

Within recent times the company’s outsourced IT and IT Support Services have been terminated by senior management as the quality of service received was unsatisfactory. A drop in the efficiency of day to day actions has served as a major driving force behind senior management’s actions. Senior Management has taken the decision to create a dedicated, internal, IT Unit that will serve all of its 100 plus end user pool across all of its divisions, and will also incorporate an IT Support Services sub-unit (See Figure 1 below).

The company has trained eight selected employees over the last eight months to man the newly formed unit and has hired both a general IT Manager and an IT Support Services Manager (who works just under the IT Manager). The IT Unit will be responsible for managing and maintaining (Composition of Service Level Agreement) all company:

Computing Hardware Infrastructure (Servers, desktops, laptops, tablets, phones and associated peripherals etc.)Printing Hardware Infrastructure (Printers, photocopiers, scanners, label printers and associated peripherals etc.)Network Infrastructure (Routers, Switches, Cabling, Internet Access etc.)Software Used By Employees (Operating Systems, Email Applications, Accounting applications, MS Office Applications, Database Software, General Applications etc.)Policies and Recovery Services (IT Policies, Backups, Storage, IT Disaster Planning and Recovery etc.)The IT Support Services Sub-Unitprovides advice and assistance to end-users within other departments. These end-users are assigned generally to PC Workstations connected within the Company’s Network by an Ethernet LAN connection. Electronic mail and FTP are used between sites, with some key personnel in different departments having Internet Access. In addition, the IT Support Services Sub-Unitis responsible for implementing policies in support of the Company’s hardware, software and network resources.

Over time, there has been an increasing number of complaints from the Company’s internal end-user populace due to the poor level of service received from the outsourced supplier. You have been assigned as the Manager of the IT Support Services Sub-Unitand have held a Committee Meeting to air departmental grievances. Subsequent to the meeting, a request was made for the departmental heads to collate and email a list of concerns they wished to highlight within their department. Email correspondence were required to be sent directly to you and copied to the Manager if the IT Department.

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