Part A:

Case Study 1 - INFO-START is an IT Company which has got around 100 computers including all the departments. You are working there as an IT Helpdesk Support Engineer. Management has requested you to do the following tasks.

Task1:

1) List three (3) type of destructive software and explain the damage that they can cause to a computer system.

2) Explain how the use of the following maintenance tools can assist you in protecting your PC from threats.

• Windows Firewall
• Internet Security Options in a Web Browser ( Ex: Internet Explorer, Chrome, Firefox etc.,)

Screenshots required-

3) Install compatible anti-virus software(1 Mark)

4) Run a virus scan, report any located viruses and delete as per software functions.

5) Check and Update anti-virus pattern files as per software functions.

6) Setup auto update function to check and update on a daily basis.

7) List out the supported Operating Systems for the antivirus installed.

8) Install appropriate service pack, Windows patch updates for the Operating System Installed.

Task 2:

1. List and explain three common types of SPAM.

2. Log onto your Email system (Ex: Gmail, Yahoo, etc.,) and locate SPAM filter functions.

3. Configure SPAM filters to block known senders of SPAM.

4. Create a Sample E-mail reporting about Spamsto send to The Australian Communications and Media Authorityin line with the SPAM act 2003.

5. Identify the computer hardware that may be affected by SPAM.

Part B -

Case Study 1 - CyberINFO is an IT company.You are working there as an IT Helpdesk Support Engineer. Your job roles and responsibilities include fixing minor faults, Cleaning, maintaining consumables, supplies and replace if required.

Task 1:

1. Why do you think you should use a special computer vacuum cleaner on your computer system?

2. What would happen if you don't clean a computer with in an appropriate maintenance time interval.

3. Access the printer toner from your trainer and list down the usage information of the toner in your answer sheet.

4. Replace the toner of the printer in the lab and list down the steps undertaken in your answer sheet.

5. Dispose the used toner following the environmental guidelines, and list down the steps taken in your answer sheet.

6. Get a test print to confirm the printer is working and attach this test page with your answer sheet.

Tasks 2:

1. Among the equipment such as keyboard, Mouse, Paper Sheets, Printer toner, Printers and Computers, as per the severity, prioritize and establish which equipment requires maintenance showing best time periods/schedules between each check and clean.Ensure organisational guidelines and manufacturer specifications are referred.

Maintenance schedule document should include cleaning supplies / materials needed.

2. Create a WHS checklist which comprises of principles and guidelines to be followed including ergonomic principles to avoid injury associated with suing computer systems.

Task 3:

3. Find and run the Scandisk utility program and analyse your hard disk for errors and get the screenshot of the same.

4. Find and run the hard disk Defragmentation program to optimise your hard drive and get the screenshot of the same.

Task 4:

5. For cleaning the printers, locate Cleaning Instructions from the manufacturers website

6. Save the Printer Cleaning Instructions into a word document and name the document as "Cleaning Instructions"

7. Estimate the time taken to complete each task and according to vendors manual recommended periodic maintenance procedures to be repeated. Use this to calculate the maintenance time required for this device on a yearly basis.

8. Lists down the procedures, how you would store unused equipment (Printer Toner and Paper Sheets) devices to manufacturer specifications and organisational guidelines.

Task 5:

List the possible reasons for the below listed issues and provide troubleshooting steps to resolve them.

9. The printer stops printing in the middle of a print.

10. The printer sends a message to your computer screen saying that it is not receiving any signals from the terminal and therefore cannot begin to print.

11. The mouse is slow and jerky.

12. The keyboard is not responding.