IT Support Desk: Incident Analysis, Maintenance, and E-Waste Disposal

This assignment solution addresses various aspects of IT support desk operations. It includes handling support calls, documenting incidents, and providing solutions to technical problems such as CD installation and Windows upgrade issues. The solution details troubleshooting steps, communication with clients, and escalation procedures. Furthermore, it covers hardware maintenance, including the removal and installation of CD drives, and outlines e-waste disposal guidelines, emphasizing recycling and adherence to environmental regulations. The assignment also touches upon workplace policies, including anti-discrimination laws and the importance of diversity and equal opportunities in the workplace. The solution incorporates practical examples, email communication, and equipment maintenance reports to provide a comprehensive overview of IT support desk responsibilities.

Easy Desk Tasks
Added as a support staff

Call logs are attached above
First call added
Second call added

Call notes added

Yes. We need to contact the client again
Problem-1
Researched this issue with the help of https://support.hp.com/in-en/document/c03370738

Problem-2
Researched this issue with the help of https://www.howtogeek.com/225048/how-to-upgrade-
from-windows-7-or-8-to-windows-10-right-now/

Problem 1
From: [e-mail]
TO: [e-mail]
Subject: To find out the root cause of the CD installation problems.
1. Check whether your CDD have any crashes or scratches?
2. Will your computer show the CD drive?
3. Does your hard disk drive support a CD?
4. Will your CD gets stuck in between the process?
5. Do you have a new CD with you?
6. Check your system has all requirements for installing CD?
7. What is the size of your CD?
8. Why a required CD drive device driver is missing?
9. Does your system support the CD installation process?
10. Is your CD a branded one?

Problem-2
From:[e-mail]
To:[e-mail]
Subject: To find the root cause of the windows up gradation problems.
1. What is your processor speed?
2. Do you upgrade your old software with new one?
3. Are you have an appropriate hardware requirements for the up gradation?
4. Did you get an error message during the installation?
5. Does an Error or Warning message appear in the Event Viewer Logs?
6. Did You Recently modify the Registry?
7. Did you freshly apply an Update from Windows Update?
8. Did you install any incompatible device driver in recent times?
9. Is your processor working properly?
10. Did you recently install any new device in your computer?

Answer: First problem will be having more priority.
Because they need to finish the project next week using this software. So we can resolve the
problem as soon as possible.

First Client:
From: [e-mail]
To:[e-mail]
Subject: Software required for CD is uninstalled.
The device is inoperative due to windows can unload the drivers in this device. The driver in this
device is not abled. This characteristics had been given by another driver. In this hardware,
windows are unable to load the device driver. The driver is decepted and absent. Windows have
the ability to load the device driver. It doesn’t have the ability to choose the hardware device.
This problem must happen next to the below statements: Sometimes we update the windows os.
We must launch or discard the CD or DVD recording programs. We discard digital pictures in
Microsoft. There are different causes why CD or DVD drive is not inspected. The intention in
this article is to compromise some cases in this problem. It cannot compromise all cases in this
problem.

Client-2: OS up gradation problem
From: [e-mail]
To: [e-mail]
Subject: Advice and support regarding the windows up gradation.
You face the problem while update the windows 10 software. To resolve this we need to do the
follow things. Completely uninstall any third party antivirus or any security program in your
system before going to update. The next step is if you don’t need any USB devices then
disconnect it. Before installing or update enable the device encryption in your system. After that
you proceed the update or the installation process.