Assessment Task 03- (Written Report)

Help desk planning

Submission details

The Assessment Task is due on the date specified by your trainer. Any variations to
this arrangement must be approved in writing by your trainer.
Submit this document with any required evidence attached. See specifications below
for details.
You must submit soft copy of your answers in a word document.
Upload the softcopy on the link provided in the eLearning site.

Assessment description

Candidates are required to develop a set of procedures outlining how a Helpdesk

worker within the charity organisation (scenarios from Assessment Task 1) would:
 log helpdesk calls and categorise appropriately
 respond to helpdesk calls (via phone, email, electronic systems)
 assist advanced users in more efficient network practices
 provide training to users, especially new staff
 install software as required (within organisational requirements)
 install hardware as required (within organisational requirements and
manufacturer’s instructions)
 manage record keeping of all helpdesk interactions.

Procedure

Candidates are required to:

1. Develop a set of procedure documents that address
 logging helpdesk calls and categorising appropriately
 response to helpdesk calls (via phone, email, electronic systems)
 assisting advanced users in more efficient network practices
 providing training to users, especially new staff
 installing software as required (within organisational requirements)
BSBITB511 - Establish and maintain a network of digital devices– Assessment Task 3 Last Updated: April 2019, Version No. 1
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  installing hardware as required (within organisational requirements and
manufacturer’s instructions)
 managing record keeping of all help-desk interactions.

2. Submit the final set of procedure documents.

Task Specifications

You must provide:

 Procedural documents responding to the areas outlined above.

Your assessor will be looking for:

 Each area being addressed.
 Each document establishing a procedure to be followed.

BSBITB511 - Establish and maintain a network of digital devices– Assessment Task 3 Last Updated: April 2019, Version No. 1
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