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1. BSBITB501 Establish and maintain a workgroup computer network
Assessment Task 3
Created April 2016 Page 1 of 2
Assessment Task 03- (Written Report)
Help desk planning
Submission details
The Assessment Task is due on the date specified by your trainer. Any variations to this
arrangement must be approved in writing by your trainer.
Submit this document with any required evidence attached. See specifications below for
details.
You must submit a printed copy of your answers.
Printed copies-
Submit to your Trainer with the "Assessment Cover Sheet" (Filled out and signed
appropriately) attached on top of your documents.
Assessment description
Candidates are required to develop a set of procedures outlining how a Helpdesk worker
within the charity organisation (scenarios from Assessment Task 1) would:
 log helpdesk calls and categorise appropriately
 respond to helpdesk calls (via phone, email, electronic systems)
 assist advanced users in more efficient network practices
 provide training to users, especially new staff
 install software as required (within organisational requirements)
 install hardware as required (within organisational requirements and
manufacturer’s instructions)
 manage record keeping of all helpdesk interactions.
Procedure
Candidates are required to:
1. Develop a set of procedure documents that address
 logging helpdesk calls and categorising appropriately
 response to helpdesk calls (via phone, email, electronic systems)
 assisting advanced users in more efficient network practices
 providing training to users, especially new staff
 installing software as required (within organisational requirements)

2. BSBITB501 Establish and maintain a workgroup computer network
Assessment Task 3
Created April 2016 Page 2 of 2
 installing hardware as required (within organisational requirements and
manufacturer’s instructions)
 managing record keeping of all help-desk interactions.
2. Submit the final set of procedure documents.
Task Specifications
You must provide:
 Procedural documents responding to the areas outlined above.(approx.2-3 pages)
Your assessor will be looking for:
 Each area being addressed.
 Each document establishing a procedure to be followed.