BTEC Level 3 IT Unit 12 IT Technical Support and Management: Learning Aim B Assignment Brief, Supporting and Managing a System
| Qualification | Pearson BTEC Level 3 National in Information Technology |
| Unit | Unit 12: IT Technical Support and Management |
| Learning Aim | B: Carry out routine support and management activities on IT systems |
| Assignment Title | Supporting and managing a system |
| Criteria | 12/B.P3, 12/B.P4, 12/B.M2, 12/B.D2 |
This BTEC Level 3 Unit 12 assignment places you as a technician at a PC repair company that is branching out into IT support and management for local businesses. You must carry out and evidence at least six routine IT support and management tasks, monitor and optimise a system’s performance, and show the professional behaviours expected of a support technician.
Vocational Scenario
You have been working for a PC repair company as an IT technician. Your manager is branching out into the IT support and management market, providing outsourced IT support to local businesses. The company has started running the support service and several customers have already signed up.
Task 1
Provide evidence that you have carried out at least six IT support and management tasks safely and effectively, such as:
- User issue and fault logging
- Communication with users to resolve technical issues
- Support and repair tasks, including work around solutions
- User account management
- Hardware or software installation or upgrade
- Individual device configuration
- Storage management
- Peripheral installation and/or configuration
- Software management
- Disk configuration
You also need to provide detailed evidence that you have monitored the performance of the system and optimised it to meet the client’s requirements for a secure system with adequate performance, for example by adjusting security settings, updating software, adjusting the operating system configuration and carrying out hardware upgrades. Explain how the optimisations are intended to improve performance.
Your evidence should also show that you have used effective behaviours (such as time management, use of feedback from others, effective communication, leadership and responsibility) while carrying out the task.
Checklist of evidence required: evidence such as annotated screenshots, print-outs, observation statements and photographs of support activities completed.
Criteria Covered by This Task
| Criteria | To achieve the criteria you must show that you are able to |
| 12/B.D2 | Complete at least six routine IT support activities safely and optimise the system’s performance to meet the client’s requirements, using appropriate processes and behaviours effectively. |
| 12/B.M2 | Complete at least six routine IT support activities safely and monitor the system’s performance to meet the client’s requirements, using appropriate processes and behaviours. |
| 12/B.P3 | Complete at least six routine IT support activities safely, using some appropriate processes and behaviours. |
| 12/B.P4 | Monitor the performance of the IT system safely against the client’s requirements. |
Suggested sources: Crowley and Senness, The Compassionate Geek: Mastering Customer Service for IT Professionals; Meyers, CompTIA A+ Certification All-in-One Exam Guide.
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