Section Report

Read the case study and develop your IT support strategy.

Aotearoa Technology College is planning on opening campuses in Auckland, Hamilton, Wellington, and Christchurch next year. ATC hopes to have 1,000 students studying their computer courses. Of these 400 will be in Auckland and 200 in each of the other centres. The college has already signed an agreement with a computer manufacturer to lease computer equipment including computers, printers and other peripherals. This agreement includes the maintenance of the leased equipment. However the college will need to purchase its own servers and networks and maintain these itself. ATC hopes to hire a director for the IT Support Centre with several team leaders. The help desk teams will include students who will work at the centre while they are studying.

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

In particular, you need to investigate and make a recommendation in these four sections.

1. Design a job description for the Help desk operators.

2. Develop a code of ethics that they will need to abide by.

3. Recommend what software they need to purchase to manage the incident management process

4. Design the physical layout of the Support Centre keeping in mind that the centre needs to offer support to each campus.

Section Presentation

Each section should 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. Each section should be at least two pages long.

You need to present your IT support strategy as a report with an introduction, discussions and recommendations and a reference list.