Unit 12 IT Technical Support P2

P2: Explain the impact of organisational policies and procedures on the provision of technical support

Policy is a set of rules and guideline that need to be follow by the organisation also it tells how you should run your organisation; how you need to treat you worker and employers; how the organisation need to run their service and etc…  . Policy has short sentences and it gets the point across clearly.

Procedures are a set rules and guideline that describes the policy that you have in your organisation. It explains how each of your policies will be used in your organisation; what steps is needed to be taken with the policy; which person is going to follow that policy and why and what format the documents need to be used. Procedures explains the policies in detail 

Organisational guidelines –

In technical support, there is a lot of guideline that you need to follow for different tasks. Organisational guidelines have a large impact on technical support because for different activities and tasks, you will have different guidelines. By following the Organisational guidelines, it will have a positive impact on the provision of technical support because it will reduce the problem from happening which will benefit the company. The company will have will have extra time and money if they follow the Organisational guidelines correctly.

The use of internet: this is one of the policies that are being used on most companies. When you are using the internet, you should only be using it for work purpose and nothing else. You shouldn’t use the internet for entertainment or personal reasons and I you don’t follow these rules; you may lose your job or lose some salary. The misuse of internet is breaking the policy of your company and it will have a negative impact on the person because they will lose their job or lose some salary. The company will lose a lot of workers if the people misuse the internet which is bad for the company

Reporting faults is really important in technical support because if you report the fault quicker, the technical support team will have a lot of time to fix it. Reporting faults has positive impact on provision of technical support because if you get the faults reported quicker, the technical support team will have a longer time to fix the problem which will satisfy the customer. It also helps you to prioritize which task is more important than others which will and leave the least importance for later.

Service level agreements – this has a large impact on technical support because you and customer need to have a good relationship and both of you have to do what you have promised to do. Service level agreements have a positive impact on technical support because both people will know what they agreed to do and what will happen if they don’t. The contract makes a good relationship between the company and the technical support also they will trust each other on what they agreed to do. This means that the technical support will do their work properly and in the time they said they will also the customer will pay for the job.

Confidentiality and sensitivity of Information – confidentiality has a big impact on provision of technical support because you have agreed to keep your customers information safe and if you do not keep it safe, you will be fine or you need to go to court. It also has positive impact on the provision of technical support because it will keep the information safe from being stolen or uploaded to the internet. Some of the information that a company have will give them an edge in their business so if it gets stolen or uploaded to the internet, the company will lose on a lot of money. The technical support people need to keep their customers personal details because other people can use your customers identify for crimes and for other malicious activity. If you let your customer details leaked to the internet or stolen, it will have a negative impact on the provision of technical support because they customer would not trust you anymore and they will fine you or sue you. This also means that you will get less or no customer and you will have to stop providing technical support. The company needs to give the specific information that they need to do their work and nothing else.

Costs of resource required – All organisations will have a budget which will determine how much money they can spend on the organisation. Organisations that are related to IT will have a bigger budget because they will need maintain, repair and replace the computer system that they have which will cost them a lot of money and time. This has both positive and negative impact on the provision of technical support. The positive impact is if the organisation has a bigger budget, they don’t need to worry about repairing a computer system if it gets broken because nowadays it is much cheaper to replace a computer system if you have a bigger budget and it will save them a lot of time and money which is useful for an organisation. They can use the extra time for other important tasks which will benefit them greatly. If the technical support people have a higher budget, they can have a better range of software’s and tools that will help them to do their work much faster than with no tools. The customer will want them to fix their problem if they like the service. The negative impact will be that it will take you a lot of time to fix your customers problem and they won’t choose you anymore which will mean that you will lose of profit and may have to close your business. In an organisation, they is direct and indirect costs and you will need to manage you budget so that you do not get into trouble. The more budget you have, the productive there will be.

User expertise – when it comes to technical support if you have a lot of knowledge on it, you will have a lot of time to fix the problem but if you don’t, you will have to research for the problem yourself which will waste a lot of time. This has a positive impact on provision on technical support because the person that is fixing the problem has knowledge on the topic; it will take them less time to fix it. This will make the customer happy and they will come to you a lot more times if they have a problem with the computers. There is also negative impact on provision of technical support because if you don’t trained your staff, they will take a lot of time to try fixing the computer system which will bring bad reputation to the company and other customer will not come to you anymore. Having a well trained staff that ha knowledge on different things will benefit the company because they don’t need to ask for help all the time and need less supervision.