Open Colleges ICT30115: Work and Communicate in IT - Assessment 1

This document presents the completed assessment for ICT30115 Certificate III in Information, Digital Media and Technology, focusing on working and communicating effectively within an IT environment. The assessment covers various aspects of IT roles, including help desk specialist, IT support technician, and network analyst, with a focus on their responsibilities. It addresses IT policies like Work Health & Safety, Copyright, and Internet usage, and identifies key players within the 'Do it Now Travel' company. The assessment includes scenarios requiring effective communication, such as handling customer complaints, prioritizing tasks, and assisting colleagues with communication barriers. It also explores the role of the IT department and its importance to the company. The document provides detailed answers to short answer questions, demonstrating an understanding of IT communication, problem-solving, and policy adherence.

ICT30115 Certificate III in Information, Digital Media
and Technology
ICTICT202 Work and communicate effectively in an IT
environment
Assessment Task (1 of 2)
Student Name: XXXXXX
Student Number: XXXXXX
Assessment Number: 33360/01

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Getting Started
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are ready to attempt this assessment.
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Assessment Overview
You are required to complete two separate assessment activities for ICTICT202 Work
and communicate effectively in an IT environment. This document includes instructions
for the first assessment activity (33360/01).
Assessment Number Assessment Name
33360/01 Work and communicate effectively in an IT environment –
Short answer questions
33360/02 Work and communicate effectively in an IT environment –
Project
Assessment Description
The objective of this assessment task is for you demonstrate that you can communicate
effectively within organisational policies and governance arrangements using
information technology (IT) systems, equipment and software.
Please provide answers to the short answer questions to demonstrate your
understanding of how to work and communicate effectively in an IT environment.
Assessment Task 1 of 2
Work and communicate effectively in an IT environment – Short answer questions
Instructions
Before proceeding, read the case study in Appendix A. Then follow the instructions to
answer all of the questions.

1. There are many different roles performed in an IT environment. Here are three examples:
 help desk specialist
 IT support technician
 network analyst.
Research the internet and find position descriptions or job descriptions for these three roles, or obtain details from your
workplace. List the key responsibilities of each role in the following table.
Help desk specialist IT support technician Network analyst
Responsibilities Provide first level contact and
convey resolutions to customer
issues
Properly escalate unresolved
queries to the next level of support
Track, route and redirect problems
to correct resources
Update customer data and
produce activity reports
Their duties include
troubleshooting to detect and solve
technical problems, installing or
updating required hardware and
software. IT support technicians
offer support to users who are
experiencing problems with their
computers or software.
Network Analyst is required to
assess the performance of the
network systems and work upon
improving it.
Network Analyst is required to work
as a part of the network team and
study various aspects of the
network systems.
Network Analyst needs to ensure
that only the latest and the best
Information technology is no longer
just for the computer addicts. It
impacts every industry, especially
the music industry. I'm looking
forward to seeing what you have
learnt about it.

Walk customers through problem
solving process
Follow up with customers, provide
feedback and see problems
through to resolution
Utilise excellent customer service
skills and exceed customers’
expectations
Ensure proper recording,
documentation and closure
Recommended procedure
modifications or improvements
Preserve and grow your
knowledge of help desk
procedures, products and services
possible technology is being used
while designing the network
systems.
Network Analyst is required to work
on the computer networks and
systems.
Network Analyst is required to see
to it that the network systems are
designed appropriately as per the
requirement of the clients.
Network Analyst needs to ensure
that the network system is installed
appropriately.

2. Here is a table containing some policy details. Identify the correct policy name
that the details would be found in.
Policy detail Policy name
report and record injuries Work Health & Safety Policy
do not copy other people’s work Copyright Policy
adhere to the company’s standards for
storing documentation
Information Storage and Disposal Policy
you must have a licence for any software
you use
Copyright Policy
do not send files > 5MB to users Internet usage Policy
do not use facebook for non-company
use during your work hours
Social Media Policy
3. Identify three key players within the Do it Now Travel company. List their roles and
importance in the following table.
Key Player Roles Importance
Sandy Griffiths Manager manages the Baulkham Hills office
and has four staff reporting to her
Sebastian Rose Manager manages the Gosford office and
has five staff reporting to him
Pam King IT support She manage the IT department.
She supports staff with any IT-
related issues, replaces cartridges
in the office laser printers and
maintains connectivity for office
equipment such as the printers,
fax machines, photocopiers and
scanners.

4. Sarah Cornwall has just come to your desk very upset and told you the following:
‘I can’t believe this. The customer bookings system is down. What’s wrong? We
can’t do anything. This is really urgent. Tell Pam immediately and get it fixed!’
Even if a client is being rude or aggressive towards you, explain how you would
respond to requests such as this one. (Approx. 20 words)
I would remain calm and listen to queries of the customer. Then I would consult with respective
department to solve query and ensure customer regarding fulfilment of the query.
5. Outline the steps that should be followed to respond effectively and appropriately to
incoming support calls within a typical help desk environment. (Approx. 60 words)
Manage Customer Expectations: Understanding and managing the customer expectation is
necessary for the company.
Consolidate Your Support Channels: Concerning with the appropriate team for solving the query.
Divide & Conquer: Dividing the task into small task and allocate to different team members.
Troubleshooting: Trying to troubleshoot the problems.
Diagnose the issue: The concerned issue is properly analysed.
Provide a solution: After analysing, solution is provided to the customer.
Implement the resolution: Implementation of the solution is provided to the customer.

6. You’ve just answered Erika’s phone because she’s not at her desk. One of her
customers is asking to change the details of a flight booking.
Write a message to Erika providing her with this information. You can be creative
with details not provided, e.g., the customer’s name and booking information.
(Approx. 30 words)
There is a message for you regarding a customer named Mr A, who has booked a
package B. The customer is asking for a change in the booking of the flight.
7. What steps should you undertake if a client request cannot be immediately resolved
at initial contact? (Include escalation points). (Approx. 70 words)
Culture: Agencies must value complaints as a means of strengthening their
administration and improving their relations with the public.
Principles: An effective complaint handling system must be modelled on the
principles of fairness, accessibility, responsiveness, efficiency and integration.
People: Complaint handling staff must be skilled and professional.
Process: The seven stages of complaint handling—acknowledgment, assessment,
planning, investigation, response, review, and consideration of systemic issues—
should be clearly outlined.
Analysis: Information about complaints should be examined as part of a continuous
process of organisational review and improvement.