Project 3: Record Client support request (60 minutes)

Suppose you are working in Aleta wondo TVET institute as an IT support service
technician:
Today you have receives the following four support request form (Form 1, Form, 2 Form 3, and
Form 4) from departments of the hospital. In addition you received a call from W/t Abeba from
reception to fix the mouse that is not fast enough to work with and Ato Hailu came to your
workshop and requested you to provide him a latest Dell computer.
Request ID: SRF001
Department: Registrar Date of request: XX/X/2006 Time of Request: 2:30 AM
Name of Client: Ato Abdi
Equipment description: Toshiba Laptop
Problem description: window media player in my laptop is not working
For IT Support technician only
Technician Name:--------------------------------------
Identified problem description:--------------------------------------------- Response time:--------------------

Form 2: Support request form

Request ID: SRF002

Department: Finance Date of request: XX/X/2006 Time of Request: 2:30 AM
Name of Client: W/ro Meseret
Equipment description: Dell Computer
Problem description: the computer that I am working payroll is restarting now and then
For IT Support technician only
Technician Name: --------------------------------------
Identified problem description: --------------------------------------------- Response time: --------------------

Form 3: Support request form

Request ID: SRF003

Department: Dean office Date of request: XX/X/2006 Time of Request: 8:30 AM

Name of Client: W/t Rahel

Equipment description: Accer Computer

Problem description: the computer that I am working is unable to boot

For IT Support technician only

Technician Name: --------------------------------------

Identified problem description: --------------------------------------------- Response time: --------------------

Form 4: Support request form

 Request ID: SRF004
Department: HRM Date of request: XX/X/2006 Time of Request: 8:30 AM
Task
Name1: of Record theMahlet
Client: W/t details of all the requests by preparing a request record list (you need record
all the details
Equipment including
description: their current
HP laserjet printer status)
Task 2: Prioritize
Problem description:and escalate
my printer the request
stopped by considering
printing from your (Iworking
my Dell computer want to environment
print attendanceand roles
sheet
For
and responsibilities. IT Support technician only
Technician Name: --------------------------------------
Identified problem description: --------------------------------------------- Response time: --------------------
Record & Prioritize Client Support Request
 You are expected to record client request & identify the requests which are not the IT Support Technicians
‘Responsibilities’ or to be escalated (based on the SLA). The prioritize the recorded request based on the business
function importance.
Suppose you are working as IT support technician in Ethiopian Electric Power Corporation. The corporation has got different
offices which need support for those office. Your responsibilities are only maintaining hardware & software problems.

Refer this tables as to how to you should prioritize the reported requests.

Offices Response Time

Director Office Within 35 Minutes
Technical Office Within 55 Minutes
Finance Within 1 Minutes
HR Office Within 1:30 Minutes
PR Office Within 2 Minutes

This morning you got the following client requests from different offices of the corporation.
1. Ato kebede from PR office reported that his rooms florescent light worn-out & needs to be replaced.
2. W/t Mery from the Finance office requested that her Adobe Reader program to be upgraded
3. Ato Efram from the Technical office reported that his computer that manages his daily technical duty has failed to
start.
4. Ato abdi from technical office requested an EvDO device to connect to the Internet.
5. W/r Alemeshet from HR office reported that her MS Excel program failed to open.
6. Ato ayele from the Director office reported that he couldn’t print a document.
Task 1
a. You are required to record all the client request in the following table format. Created in Ms Excel.
b. Save this by the name “Cli_req” to my document…\college
Client Name Client Office Reported Problem Priority Remark

Task 2
Identify the problems
a. You are required to identify the reported problems which are not the IT support Technicians’ Responsibilities or to be
escalated & put remark that to whom it may be referred or escalated.
Task 3
Prioritize Client request
a. Under this task the candidate has to rank the priority based on the user level agreement & the business function
importance.
(Note: The candidate should escalate client request number 1 and 4. The priority order also should be in the following order 6, 3, 2, 5)