Part 1: Record and prioritise ICT problems

Refer to Gelos' ICT Maintenance Procedure, ICT Support Service Level Agreement and Standard Operating Environment for the procedures to follow for this part of the assessment.

Task 1

Two Gelos staff members, Jason Brown and Liam Mason, have submitted service requests with the Gelos ICT Support Service Desk.

Complete the following activities in the service desk system. Include one or more screenshots of each completed activity (as required) in the space below each.

1. Review the information and data in the logged requests to identify and determine the client requirements.

1. Analyse the impact of each problem and record its impact, urgency and priority, according to the ICT Support Service Level Agreement.

1. Where required, refer to the service desk database of known problems, identify and record possible options to resolve the issue.