Author: Neftaly Malatjie

  • SayPro Lesson

  • 114052 PG 1.12 ASSESSMENT DECISION & EVIDENCE EVALUATION RECORD

    Candidate’s Name

    ID No.

    Assessor’s Name

    Reg. No.

    Unit Standard Title

    Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement 

    ASSESSMENT DECISION

    Specific Outcome

    ACs

    Met requirements

    Did not meet requirements

    Comments

    Communicate effectively with customers in context of IT support.

    AC 1

    AC 2

    AC 3

    AC 4

    AC 5

    Assess and respond to effectively to customer requests.

    AC 1

    AC 2

    AC 3

    AC 4

    AC 5

    AC 6

    AC 7

    Maintain positive working relationships with IT customers. 

    AC 1

    AC 2

    AC 3

    AC 4

    Overall Assessment Decision.

    Comments

    Date

    Signature of Assessor

    Signature of Candidate

     


  • 114052 PG 1.8 DECLARATION OF AUNTHENTICITY

    I __________________________ (full name), declare that the evidence presented in this portfolio of evidence represents workplace and training evidence against the unit standard 114052 Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement is my own work and has been completed by me, with the exception of: (detail any work that was not completed by yourself, i.e. group work, etc.)

    In signing this, I declare that all the evidence presented in this Portfolio of Evidence is true, valid and my own work.

    Learner signature

    Date

    Witness name

    Witness contact details

    Witness signature


  • 114053 LG 1.17 PROBLEMS & RESOLUTION OF MULTI-USER NETWORKED OPERATING SYSTEM

    A range of problems can occur with multi-user networked operating system. We shall look at some of them;

    1. IP address problem

    Symptom: The network appears down or inoperable. The operating system may alert that an address was not received from the DHCP server. After checking the network adapter status, no address may be configured.

    Cause: No address has been received from the DHCP server. The DHCP server may be out of addresses, the server service may be down, the end device may be configured to use a static address instead of a DHCP address, or the DHCP request from the end device never made it to the server in the first place. This may be the case especially if a new device is configured for a VLAN that is not set up to forward DHCP requests to the DHCP server.

    Resolution: Key question – is this problem restricted to one user or are many users affected? If only one user is affected, check the NIC settings to be sure it is configured to use DHCP. Next, check the switch to see which VLAN the port is configured as a member. Check that other devices on this VLAN can get addresses. If they cannot, the problem may be that the router is not forwarding DHCP requests to the DHCP server. If many devices across several subnets are having this problem, the problem is likely the server itself. The server may not have the DHCP service running, or it may have run out of addresses to distribute.


  • 114053 LG 1.16 SESSION 2: RESOLVE PROBLEMS WITH A MULTI-USER NETWORKED SYSTEM

    On completion of this section you will be able to resolve problems with a multi-user networked operating system. 

    1. The resolution ensures that the operating system is returned to service, free of problem symptoms. 
    2. The resolution uses an industry recommended procedure to diagnose problems. 
    3. The resolution ensures that descriptions of solutions to the problems are justified by diagnostic evidence. 
    4. The resolution uses a diagnostic tool to diagnose problems. 
    5. The resolution ensures that the problem causes and resolutions are documented according to industry recommended practice.