Assignment A - Level 3 Customer support provision for the IT professional (7540-030/7630-323)

Trend Analysis Sheet

Task C2:

Review the trend symptoms on the Trend Analysis Sheet below. In the spaces provided
on the sheet, list two possible causes and two items of preventative actions, for each
trend.

Trend Symptoms

Several calls have been received by the Helpdesk over the past two hours from employees
of the same company. The employees are reporting that the network is very slow and it is
taking them several minutes to log on to their computers and open applications.

Possible cause or causes:

1.

2.

Preventative action:

1.

2.

1
Assignment A - Level 3 Customer support provision for the IT professional (7540-030/7630-323)

Trend Symptoms

Six customers from the same Department have reported that they are unable to print
anything. The printer is powered up and is not showing any error messages.

Possible cause or causes:

1.

2.

Preventative action:

1.

2.

2
Assignment A - Level 3 Customer support provision for the IT professional (7540-030/7630-323)

Trend Symptoms

From an analysis of customers calls received by the Helpdesk over the period 1 st January
2019 to the 30th June 2020, the following statistics have been obtained:

Hardware calls - 36%

Software calls - 25%
Application support calls – 21%
Other – 19%
Fixed by first phone call – 62%
Fixed on site – 49%
Fixed off site – 31%

Analysis has indicated that there is a top ten of repeat requests:

The top three are:

 Locked out of their computer/desktop/laptop
 Unable to locate documents
 Problem with viruses received as attachments from a known source

You need to explain what causes the same problems to occur regularly. Consider what
preventative action can be taken to avoid these problems reoccurring.

Possible causes:

1.

2.

Preventative Action:

1:

2: