Part 1: Recording and Prioritizing ICT Problems

Overview: As an ICT Technician at Gelos Enterprises, your role involves resolving client issues at both Level 1 and Level 2 Support. Madison Mathews, the ICT Support Senior Manager, has assigned you the task of recording and prioritizing ICT problems using the Gelos service desk system.

Assessment Preparation: Download and unzip the resource folder (Cl_ICTAnalysis_AE_Sk_Appx.zip), which includes instructions for configuring the service desk system and additional documents needed for the assessment.

Task 1: Service Requests from Jason Brown and Liam Mason

Review Requests:

• Access the Gelos ICT Support Service Desk system.
• Examine the service requests submitted by Jason Brown and Liam Mason.
• Identify and understand the client requirements from the logged requests.

Impact Analysis:

• Analyze the impact of each problem.
• Record the impact, urgency, and priority for each issue in accordance with the ICT Support Service Level Agreement.

Known Problems Database:

• Refer to the service desk database of known problems.
• Identify and document possible options for resolving the issues based on historical data.

Follow Gelos' ICT Maintenance Procedure, ICT Support Service Level Agreement, and Standard Operating Environment guidelines throughout the assessment. Ensure clear documentation of client requirements, impact analysis, and prioritization based on the provided procedures.