Assignment1 ISCG6412IT Help Desk Semester 1, 2017 Computing Science Pathway Course Weighting:30% Help Desk Problem Portfolio This assignment is designed to help you achieve learning outcome three: The student will understand Help Desk problem solvingprocesses. The assignment requires you to submit a portfolio of evidence showing the resolution of a number of common problems typically faced in the IT Help desk This is an individual assignment. A Help Desk Problem Resolution File is often useful when applying for a Help Desk / User Support role in industry. Instructions for the construction and design of such a file will be discussed in class, but they vary within companies due to corporate policies or procedures. Aotearoa Technology College and your manager have given you a list of anticipated common problems that are likely to be met by the IT Support Centre (see assignment 3). 1. The MSWord document that I am working on at the moment will not print. 2. I can’t log in. 3. My Moodle account says that it is disabled and I need to pay fees. What should I do? 4. I have turned on my computer and have a black screen. I tried turn it off and on again but it is still black. 5. My iPhone does not display the emails from my Outlook account properly. 6. The cursor is stuck with a circle going round and round. I don’t want to turn the computer off because I will lose all my work. 7. I get a message “Unable to connect to the network”. What do I do? 8. The laptop turns on and everything works fine, except it makes some constant weird grinding or rattling noise. 9. I’m trying to install MS SQL Server on my laptop but it won’t install properly. 10. I can’t remember my password. 11. Everything is going slowly and it is taking a long time to do everything. 12. I am having problems using the Philips Learning Centre web site. 13. A staff member states that she is experiencing a problem accessing work-related data files on SharePoint. 14. As a student, I want to be able to download free software available for the course from the site. 15. As a staff member, I want to be able to set up my spreadsheet so that it adds up series marks and then converts the mark to a grade.   You are to choose any five problems. ‘ Each problem should have the following headings (same as the Incident Logging form):- o Problem Description o A series of questions that need to be asked o Possible Solutions o References o An appendix containing any research, downloads from the internet, help files, etc. Each problem is worth 20 marks with marks deducted for poor presentation, formatting etc. Submission Early feedback You may submit oneproblem with its resolution to your lecturer. This needs to be printed. You will receive feedback from the lecturer so that you can improve the problem. Final submission Submit your five best problems as a portfolio for easy reference. You need to have a title page, a table of contents and an introduction explaining what the portfolio is about. Each problem needs to be documented, with problem description, questions, solution, references and appendices.   ASSISTANCE TO OTHER STUDENTS Students themselves can be an excellent resource to assist the learning of fellow students, but there are issues that arise in assessments that relate to the type and amount of assistance given by students to other students. It is important to recognise what types of assistance are beneficial to another’s learning and also what types of assistance are unacceptable in an assessment. Beneficial Assistance • Study Groups (highly recommended). Your team can share the research. • Discussion (can have class discussions if requested) • Sharing Reading Material Unacceptable Assistance • Working together on one copy of the assessment and submitting it as your own work. • Giving another student your work. • Copying someone else’s work. This includes work done by someone not on the course. • Changing or correcting another student’s work. • Copying from books, Internet, etc., and submitting it as your own work. Assignment Hand-in Your assignment must be submitted electronicallyprior to 8:30 a.m. on the due date, to the “Assignment Two Files” link on the Moodle Help Desk site. A hard-copy is also required, and this must be delivered to your lecturer at the next class. Assignments which are submitted after the due date and time without having received an extension through Special Assessment Circumstances (SAC) will be penalised according to the following:- • 10% of final marks deducted if submitted within 24hrs of the deadline. • 20% of final marks deducted if submitted after 24hrs and up to 48hrs of the deadline. • 30% of final marks deducted if submitted after 48hrs and up to 72hrs of the deadline. • No grade will be awarded if submitted later than 72hrs after the deadline. Special Assessment Circumstances (SAC) Students who, due to circumstances beyond their control, miss the assignment deadline or consider their performance in the assignment to have been adversely affected, should complete the form available from Student Central. When requesting an SAC for an assignment, you need to submit the SAC application form, external documentary evidence of the reason for the SAC, and the parts of the assignments that are completed to date. For example, if the Doctor's Certificate is for two days, the maximum extension will be two days. (Refer to the student Handbook for more detail)