Level 2 Customer support provision 2 (7266/7267-402)

Assignment A
Candidate Name: Lim Jason
Enrolment Number: BVL 603
Date:9/12/2021

[Type here] [Type here] [Type here]

Scenario
Thompson and Co provide customer systems support for a
wide variety of organisations. The company has been
contracted to set up and configure a new workgroup of
existing workstations. As an employee of Thompson and Co,
you have been given the task of installing the required
software. This assignment involves installing software on one
workstation as a specimen.

You should take any necessary steps to secure the existing

system and data. You should test your installation to ensure
that it meets customer requirements. You must record your
activities, any problems encountered and any details of the
installation, which need to be, recorded for future reference,
such as license numbers, system identification etc.

Task A – Prepare to install software

Q1 State three physical checks that should be made when
unpacking equipment.
Answer:
First physical checks that should be made when unpacking equipment are checked for
packaging damage. We need to make sure that there is no damage to the goods, because some
couriers can mishandle the goods during transportation, which can cause serious damage to
the goods. Causing mishandling during transportation can be poor packing practice. For
safety's sake, fragile items must be label. In addition, we have to check the security seals. If
the seal is broken, that means having somebody open it before you have to properly check the
content for missing items. After checking the security seals, if there is any problem, please
consult the relevant department. Besides, after we receive the goods, we need to check any
other damage indicating equipment. If there is any damage on the equipment, the
1
 Level 2 Customer support provision 2 (7266/7267-402)
Assignment A
Candidate Name: Lim Jason
Enrolment Number: BVL 603
Date:9/12/2021

[Type here] [Type here] [Type here]

manufacturer should be responsible for products condition before packaging, because the
packaging does not protect the goods well. We need to check the damaged product for the
evidence, bring your evidence, lodge a complaint and ask for exchange.

Q2 State five common problems that could arise from

incorrect packaging and handling.

Answer:
five common problems that could arise from incorrect packaging and handling first point is
visible damage. This problem can arise normally because of improper handling during
shipping. For this case, if already stranch, do not turn on, because it will say you wrong by
manufacture and do not use first, ask the manufacture to exchange new one to us. In
additional, delay in completion of installation. They are delayed because of the hardware
problem, which are usually handling or packaged and components return will be takes time to
arrive. Some employee finished the project too late can became delay installation.
Furthermore, when customer receive defective product, customers will be equally
dissatisfied, so customer will give comments or bad complaint to the seller. Therefore, there
is a problem with the company image. It can degrade the reputation of the company. In
addition, we must ensure that our goods are in good condition, because customer is very
important for the company. Lastly, increased support costs also could arise from incorrect
packaging and handling. Repackaging returned products requires packaging fees before
shipment. Shipping also needs costs and sometimes the courier has shipping problems that
can arise from the delay problem. In addition, bad products or cheap products can also
increase the support cost. In short, we need to ensure that the packaging and handling of
goods are safe, because only small things will increase the costs and get negative comments
from the customer.

1 Unpack the equipment. Check the equipment for any

deficiencies or damage. Record any problems encountered on
the Installation Request form.
Answer:

2
 Level 2 Customer support provision 2 (7266/7267-402)
Assignment A
Candidate Name: Lim Jason
Enrolment Number: BVL 603
Date:9/12/2021

[Type here] [Type here] [Type here]

Installation-Request-Form

2 Ensure that all units and cabling are compatible and that
they meet the requirements stated in the Installation Request.
Record any problems on the Installation Request form.
Answer:
Installation-Request-Form

3 Obtain from your Assessor any resources required to

resolve the above problems.
Answer:

My advice to resolve the above problems is routine do the maintenance to the

desktop. Sometimes computer too long didn’t turn on, the hardware will spoil so we need to
maintenance the computer to make sure they can run properly. In additional, We must use it
smoothly to ensure that the hardware will not be damaged.

4 Record all equipment details. Complete the ICT System

Installation Log (Hardware).
Answer:
ICT-system-installation-log-(hardware)

Task B – Install and configure software

1 Physically connect the system as specified in the Installation
Request form.
3
 Level 2 Customer support provision 2 (7266/7267-402)
Assignment A
Candidate Name: Lim Jason
Enrolment Number: BVL 603
Date:9/12/2021

[Type here] [Type here] [Type here]

Answer:
Installation-Request-Form

2 Set up the workstation for your own use in accordance with

health and safety guidance.
Answer:
Set the workstation you use according to the health and safety guidelines to ensure that you
have nothing that endangers your lives, and set safety guidelines for work safety.

3 Record all port connections details on the ICT System

Installation Log (Hardware).
Answer：
ICT-system-installation-log-(hardware)

4 Boot up the system and record details of any problems

encountered on the Fault Reporting Log Sheet.
Answer：
Fault-reporting-log

5 Resolve any problems encountered and record actions taken

on the Fault Reporting Log Sheet.
Answer:
Fault-reporting-log

4
 Level 2 Customer support provision 2 (7266/7267-402)
Assignment A
Candidate Name: Lim Jason
Enrolment Number: BVL 603
Date:9/12/2021

[Type here] [Type here] [Type here]

6 Install any remaining components of the operating system as

detailed on the Installation Request.
Answer: Screenshot
- Windows Hyperlink Platform
- Internet information Service
- Simple CTP/IP
- Telnet Client

7 Configure the operating system as instructed in the

Installation Request Form.
Answer.
Change Desktop Background
Change Scale and Layout to 125% (size of text, apps, and other items)

5
 Level 2 Customer support provision 2 (7266/7267-402)
Assignment A
Candidate Name: Lim Jason
Enrolment Number: BVL 603
Date:9/12/2021

[Type here] [Type here] [Type here]

Task C – Test and resolve problems
Identify software licensing and version details of installed software including the
operating system. Confirm that the hardware meets the minimum system requirements.
Record details on the ICT System Installation Log (Software).
Answer:
ICT System Installation Log Software

Identify software licensing and version details of printer driver, printer operating software
and antivirus program. Confirm the hardware meets the minimum system requirements.
Record details on the ICT System Installation log (software).
Answer:
ICT System Installation Log Software

Install printer driver and operating software. Produce a test print.

Answer:
Installing Printer driver
Bolt PDF File

Using the system testing reports, select six suitable tests for the system, to ensure it runs as
required. Identify four inappropriate tests on the System Software Test Report and clearly
label them in the Comments column.
Answer:
System Software Test Report

Carry out the selected tests and log the results on the appropriate system testing report sheets.
Resolve any problems encountered.
Answer:
System application test report

6
 Level 2 Customer support provision 2 (7266/7267-402)
Assignment A
Candidate Name: Lim Jason
Enrolment Number: BVL 603
Date:9/12/2021

[Type here] [Type here] [Type here]

Install and configure the anti-virus software as specified in the Installation Request Form.
Answer:
Install 360 Anti-virus software

Carry out a virus scan of the system. Record any problems you encounter on the ICT System
Installation Log (Software). Produce a screen print showing the results of the virus scan.
Answer:
360 Anti-virus full virus scan

Q3. Explain two faults that may occur when installing and configuring hardware.
Answer:
The most common problems when installing software are caused by the software not
matching the computer's hardware device and by the software's installation file being
corrupted. Usually the reason for software installation failure is that the software
installation file or the software startup software is corrupted, the solution to this
problem is to remove the software and reinstall it. In addition, one of the reasons for
software installation failure may be that the software does not match the computer
hardware, which may be due to a conflict between the version of the software and the
computer hardware. The solution to this problem is to find the right version of
software to download.

Q4. Explain the difference between the terms benchmark and actual performance.
Answer:
The difference between terminology benchmarking and actual performance is that
terminology benchmarking is used for testing and reference purposes, whereas actual
performance is more widely used. The term benchmark is generally used to test the
data and to refer to the data obtained after the test, and is rarely used in practical
situations. Actual performance is given more emphasis than terminology benchmarks
because actual performance will be applied to actual use.

Hand all paperwork and removable storage media to your Assessor. Ensure that your name is
clearly identified on your work.

7
Level 2 Customer support provision 2 (7266/7267-402)
Assignment A
Candidate Name: Lim Jason
Enrolment Number: BVL 603
Date:9/12/2021

[Type here] [Type here] [Type here]

Sign above your name and hand all paperwork to your Assessor.