Project: fore level one ICT department competence record client support requirement:

Project: record client support request :

Suppose your are working in ethio-life hospital as an It support service technician; today you have
received the following four support request forms (form 1; form 2; form 3; form 4;)form department of
the hospital . in addition your received acall form dr abeba from reception to fix the mouse that is not
fast enough to word :with and ato Hanna came to your operator system and requested you to provie
him a last HP laptop.

Note according to the hospitals policy and finance an it support service technical is expected only to
provide maintenance support and advice to requests.

Form 1 support request from

Request ID:1212
Department : GENERAR HOSPITAL Date request :25/11/2013
Time Of Request:-3:30AM
Name of client:-DR-ABEBA
Equipment Description:-Desktop
Problem description:- screen
For IT Support technician only

Technician Name : Tola

Identified problem Description:- yellow &green color Request
Time:-8:00am

Form 2 supports Request From

Department:- POOLIC Date Of Request : 10 /7/2013

Request ID: 0754
Name of client: HANNA Time of request:-7:30AM
Equipment Description: OPRATOR SYSTEM
Problem description:-VOICE
For IT Support technician only
Technician Name :BONA
Identified problem Description:-not maintenance Request
Time:-11:00AM
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Form 3 support requests from

 Department: finance Date Of Request : 10/06/ 2013
Request ID:0012
Name of client: SR- ASTER Time of request:-2:30 AM
Equipment Description:- HP LAPTOP
Problem description:- hard disk
For IT Support technician only
Technician Name :-BONTU
Identified problem Description :- not data Request
Time:-2:30

Task 1: record the details of all the request by preparing a request recording list (you need to
record all the details including their current status)

Task 2: priorietize and escalate the requests considering your working environment and your roles and
responsibilities

S.N Ref ID Client departme Equipme Problem Escalate priority solution Responsibl
name nt nt description y date

01 ST1212 Dr. ABEBA GENERAL Disktop screen NO 1 Remove 20/12/2013

HOSPITAL screen

0754 HANNA POLIC OPRATO VOICE NO 2 Remove 25/12/2013

02 R voice or
SYSTEM other
cable
0012 BONTU FINENCE HP hard disk NO 3 Change 30/12/2013
03 LAPTOP hard disk

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