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Section 1 Class Participation

During the semester tutorials/labs, there will be a number of worksheets. The worksheets can be completed in class in teams. The team members’ names need to be clearly stated on the worksheet. The completed worksheet needs to be uploaded to Moodle only once by one member of the team. You will receive individual marks for participating in the worksheet completion. If you are absent, you will need to complete the worksheet by yourself and then upload it to Moodle. Each worksheet needs to be uploaded before the start of the next tutorial session.

Note marks are not for attending class but in-class participation and work done in each class as judged by your lecturer.

Section 2 Report

Read the case study and develop your IT support strategy.

Pacific Technology Limited (PTL), an overseas company, is planning on opening their first store in Auckland next year. Initially PTL hopes to have at least 40 computer devices (including printers and servers) and for this number to increase over the next few years. In three years they hope to have 3 more stores – one each in Whangarei, Wellington and Queenstown. Initially PTL will have an agreement with Noel Leeming to lease computer equipment including computers, printers, checkout machines and other peripherals. This agreement also includes the maintenance of the leased equipment. PTL will purchase its own servers and networks and maintain these themselves. PTL will employ two specialists to see to the development and maintenance of the network. The company would like you to make recommendations to assist its help desk function.

Your manager has asked you to write an IT support strategy that will support PTL equipment its software, and staff.

In particular, you need to investigate and make a recommendation in these four sections.
1.Recommend a way of providing the user support function.
2.Design job descriptions for a call centre operator, Level 1 and Level 2 Help desk operators
3.Recommend what software they need to purchase to manage the incident management process
4.Design the physical layout and taking into account staff welfare, address at least eight elements that contributes towards the effective functioning of the office.

For 1 and 3 above, you need to include a discussion of at least two alternatives looking at the advantages and disadvantages of each point. Your final recommendation needs to be supported by your discussion and may be an amalgamation of alternatives.

The Expansion Plan

Pacific Technology limited deals with overseas companies’ deals with processing of 40 computers and main branch was first set at Auckland. The plan of expanding business has been in process and three locations are set for procession of business. The locations that are set for processing of expansion are Whangare, Wellington and Queensland. Noel Leeming has been contacted to lease computers and equipment’s for the processing of the business organization. Specialist and the networking experts are hired for processing of the project. This processing is used for the maintaining the efficiency of the organization.  This report will convey the fact that processing that will help in maintaining efficiency of business.   

Help disk is resources management technology that implies the fact that execution of business is maintained in the processing of data management of clients who are directly related to the organization gets support from the end user of organization. The problems regarding evaluation of data center in case of trouble shooting of business management. Data processing of managing the clients that are present in functioning of business management is done in the evaluating of the business management. This takes into consideration the statistic evaluation of guidance regarding the processing of the business procedural management. The electronic devices are procured with the help of contacting clients who are related to strategic functioning of the business management of the process.

Websites must be created for the processing of the problem solving techniques including the methodology of the Pacific Technology Limited. The fact that there has been an increase in the business methodology with the fact that the clients get access to the data that the organization wants to inform the client. This ensures the fact that the data that are shared by the organization in order to inform the client regarding processing of innovations that are cultivated by the business. This includes the fact that client’s stays well informed regarding innovation processed in organization. Toll free numbers must be functioned with processing of better communication between clients and stakeholders of the organization. This fact ensures the fact that the clients can contact with the organization. This fact ensures the fact that data processing can be done in the terminology of functioning definition. This corporation support disk help in processing of the data that are required for completion of the process with proper data determination. This is the major reason that the organization uses this processing of terminology will ensure communication of procession is maintained, taking into consideration the fact that processing is terminated for increasing efficiency of the organization.

Help Desk: Data Processing and Efficiency Maintenance

The major disadvantage of this processing of Support desk processing will ensure the fact that clients might get irritated regarding excess contact with clients. This will ensure the fact that clients might not be much comfortable with the clients as processing of data center might not be taken in a very well destined manner. This also ensures the fact that clients might lose good will regarding the processing of business organization which might lead to the fact that processing of business management regarding brand possessing. This ensures the fact that clients might leave organization and approach other brand competitors of the brand.  

Level 1 Help desk operator: Level 1 support will take into consideration the fact that filtering of the desk that provides the basic support in the processing of the trouble shooting  of the business proceeding. This will ensure the fact that the data configuration of the instruction. This will ensure the fact that password resetting will be done with the help of administrative codes that are generated in procuring of the process. This ensures the fact that the incurring the data of the processing of the clients. This will ensure that security of clients stays at stake regarding processing the data of clients. This level also takes into account the fact that the printing of the vendor maintenance is done used for the processing of business management. Escalation of the tickets that are processed from Level 2 and level 3 are checked in processing of data management of business procurement of the organization.  This fact acts as set terminology that ensures the fact that the prosecution of project. This will ensure the fact that processing of the business organization is done by level 1. This fact ensures that the entire functioning of business organization is done. This ensures the fact that entire business management is done with the help of level 1 stake holders (Harwood, 2017). Level 1 stakeholders are considered to be basic level employees regarding functioning of business process. Level 2 and level 3 stake holders will complete the configuration of entire task. Processing of the entire business is done with help of level 1 worker’s. Dependency of Level 1 stakeholders and Level 2 stakeholders are internally dependent on each other (Race, 2016). This leads to the fact that processing of data by Level 1 stakeholders are basically processing of data of business organization. In case of level 1 employees of Pacific Technology limited employees who are directly related to the processing of functioning of the organization is termed as level 1 employees. The employees who follows the terminology of level 2 and level 3 employees are termed to be level 1 employees of Pacific Technology Limited.

Website Creation and Toll-Free Numbers for Innovation Process

Level 2 Help desk operator: The level 3 stakeholders care basically employees that ensure the fact that processing of IT appliances car done with the processing of data management of business organization, leading or the fact that IT appliances are well managed with processing of the business organization. This helps in processing of the business organization of Pacific Technology Limited (Abbott, 2014). This ensures the fact that workings of Level 1 stakeholders are completely dependent in processing of the functioning of business organization. This fact ensures that business processing will include business management of Level 1 stakeholders. The processing of Level 1 stakeholders is dependent on processing of both Level 1 and level 3 stakeholders. It leads to the fact that processing of the business management is managed efficiently.

Call Centre operator: The employees once selected must have proper knowledge of IT subjects. The aspirant employee must be good in communication skills and have the perseverance of undergoing 3 week training regarding the job prospect. This helps in gaining the efficiency of the project.

Good Sync

Pacific Technology Limited must buy the Good sync software, in order to secure the data that are stored in the processing of the data regarding the database of the organization. This ensures the fact that the software, taking into consideration the fact that the processing of data must be stored in the database and the database of the organization can be processed in an efficient way (Seeley, 2018) will store the data that are stored in the processing of the business organization. The major disadvantage of business processing of the good sync software will be ensured the fact that processing of imposters can access processing of database that is stored in processing of business management. Taking into consideration the fact that processing of data management will be done by imposter’s acts as major disadvantage during processing of this project (Sykes, 2015).  This is the main reason that process data center will be done by data execution of this process. The imposters can get data that are instilled in processing of the database and networking of business management. This is a major reason that processing of data will be taken into consideration and accessing of the data by the imposters. This fact leads to the termination of data related to the fact that data that are accessed in the processing of data can be done in a wrong way. This ensures the fact that processing of data management by imposters can stop the approaching of data by imposters in the processing of data can be done by procurement of the process and avoiding of data breach can be done (Peter, 2018). This has been the only reason that executes processing of data management by Good sync management is avoided. But the most important fact is that the processing of data will be done due to processing of the procurement of data storage by means of processing of data that are to be stored in the storing and protecting of data. The data those are already stored in the processing of data leading to the fact that data are stored in a proper way.   

Disadvantage of Support Desk Processing

ZENDESK

This software was established in the year 2007 and efficiency of this software was tested to its extreme and the process was proposed with formation of web based help desk leading to processing of software related to the solution that will ensure customization of processing of the front end portal. This features including live chat will help in the processing of data management of the organization. This will help in processing of the organization as this will help in maintaining processing of business (Seeley, 2018). This software will be used for sales and marketing purposes, leading to the fact that business management will be more efficient in nature. Zendesk’s clients get benefitted due to the fact that client’s stays updated regarding processing of the data and the codes that are generated by business organization. This is the main reason that this software must be used in business management process.  The branding process will be much better in the processing of business management. Branding of business organization can be influenced in a much better way leading to the fact that the god will of the brand increases. The major advantage of this process is that the navigation of the software is very easy and the processing will be much easier in processing of business and surfing of the application can be done in an efficient way.    

Freshdesk

Freshdesk is one of the most prestigious cloud hosting platform that will ensure the fact that terminologies of processing of data is done. This is the reason behind exceptional growth of software in the recent years. Its major advantage is that it prevents overlapping of tickets and processing will be done with the help of cloud computing. This will ensure that Android and iOS platform are also able to handle this software and run efficiently in their particular domains. This software also checks the fact that proper services are provided to the clients, keeping clients satisfied and this process also ensures that the good will of organization is maintained (Seeley, 2018). This is the major reason of using this software. Issues that are created during the processing of business ensures the fact that issues are resolved very fast and client stays satisfied in the business processing. This is the major reason that this software has been staying on top of the software lists that includes major cloud computing software’s which are premium in nature. Contextual processing of ticketing will help its clients in staying updated with their status of the accounting system (Peter, 2018). Relevant information that is required by the clients is provided by this software for the procession of cultivation of the business management of stakeholders related to prosecution of the entire project. This is the major reason that helps an organization in maintaining brand loyalty of this software.  

Level 1 Help Desk Operator for Basic Troubleshooting

Figure 1: Physical layout for effective functioning of the office

(Created by Author)

Conclusion

This report will conclude the fact that proper processing of efficiency regarding business management is maintained. This report will help the Pacific Technology limited to grow as a company. The recommendations that are provided in this report will help Pacific Technology limited to expand and flourish. It can be expected that Pacific Technology limited will be an emerging organization in recent future achieve success. This helps in activation of business management and increasing proficiency the organization.

References

Abbott, D. (2014). Applied predictive analytics: Principles and techniques for the professional data analyst. John Wiley & Sons.

Ayguade, E., Badia, R. M., Bellens, P., Bueno, J., Teruel, I. T., & Valero, M. (2017). Hybrid/heterogeneous programming with ompss and its software/hardware implications. Programming Multicore and Many-core Computing Systems, 86, 101.

Borman, M. (2017). Applying multiple perspectives to the BPO decision: a case study of call centres in Australia. In Outsourcing and Offshoring Business Services (pp. 413-454). Palgrave Macmillan, Cham.

Cheng, T. L., & Solomon, B. S. (2014). Translating life course theory to clinical practice to address health disparities. Maternal and child health journal, 18(2), 389-395.

Contreras, J. A. G. (2016). Propuesta para rediseñar el proceso de atención de los usuarios internos del centro de Help Desk en la Industria Molinera de Caldas (Doctoral dissertation, Universidad Tecnológica de Pereira. Facultad de Ingenierías Eléctrica, Electrónica, Física y Ciencias de la Computación. Ingeniería de Sistemas y Computación).

Czegel, B. (2015). Help desk practitioner's handbook. John Wiley & Sons.

Darkins, A. (2014). The growth of telehealth services in the Veterans Health Administration between 1994 and 2014: a study in the diffusion of innovation. Telemedicine and e-Health, 20(9), 761-768.

Di Certo, F. (2016). Help the desk: an SSM investigation. International Journal of Research and Education, 1(1), 26.

Frieden, T. R. (2014). Foreword. MMWR supplements, 63(4), 1-2.

Harwood, S. (2017). ERP: The implementation cycle. Routledge.

Peter, J. (2018). Achieving scale, sustainability and impact: a donor perspective on a mobile health messaging service and help desk (MomConnect) for South African mothers. BMJ global health, 3(Suppl 2), e000562.

Poparad, C. E. (2015). Staffing an information desk for maximum responsiveness and effectiveness in meeting research and computing needs in an academic library. The Reference Librarian, 56(2), 83-92.

Race, C. (2016). 23. Help Desk: Creating an Index.

Seals, T. T., & Williams, M. L. (2016). NLIT 2016-Service Desk Optimization (No. SAND2016-3900C). Sandia National Laboratories (SNL-NM), Albuquerque, NM (United States).

Seeley, J. L. (2018). “A Give Grief Kind of Guy”: Help?Seeking, Status, and the Experience of Helpers at a University IT Help Desk. Symbolic Interaction.

Siewert, R., & Hostetter, J. (2016). Help Desk Answers: Do novel oral anticoagulants safely prevent stroke in patients with nonvalvular A-fib?. The Journal of family practice, 65(6), 411-412.

Spitzer, C. R. (2016). Avionics: elements, software and functions. CRC Press.

Sykes, T. A. (2015). SUPPORT STRUCTURES AND THEIR IMPACTS ON EMPLOYEE OUTCOMES: ALongitudinal FIELD STUDY OF AN ENTERPRISE SYSTEM IMPLEMENTATION. Issues, 11401.

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