The Internship with Flame Computers Company - Report Example

INTERNSHIP REPORT Student Name: Ayoub Yousef Alraeesi Student Number: Academic Supervisor: Dr. Santosh Ray Field Supervisor: Omar Muhammad Contents Abstract 3 1.0 INTRODUCTION TO THE ORGANIZATION 4 1.1 Description of the Organization 4 1.2 Vision, Mission and Objectives of Flame Corporation 4 1.3 Organizational Structure of Flame Company 6 1.4 Current Activities/Services Provided by Flame Computer Information Technology and Security System LLC. 7 2.0 MY DUTIES IN THE ORGANIZATION 8 2.1 Help Desk Duties 8 2.2 My Duties with the System Operator 10 2.3 My Duties with the Analysis Administrator 13 2.4 My Duties with the Network Administrator 16 3.0 OBJECTIVES OF THE INTERNSHIP TRAINING 18 4.0 TRAINING REQUIREMENTS 19 4.1 Software 19 4.2 Hardware 19 5.0 INTERNSHIP DETAILS 20 5.1 Introduction to Flame Computers 20 5.2 Activities Involved At the Company 20 5.3 Challenges and Constraints While Training With the Company as an Intern 20 6.0 RELATED COURSES 22 7.0 RECCOMENTATIONS 24 8.0 CONCLUSION 25 REFERENCE 26 APPENDIX 27 1.0 Weekly Project Plan 27 2.0 Internship Card 32 Abstract The main goals of the Computing and IT program is to provide sound education in this field, including development of practical skills required in the employment market, and all the theoretical concepts with emphasis on forming a firm understanding of Computing to ensure support for continued future development. To achieve this goal, the internship program was incorporated as part of the training in the course to give students an opportunity to experience the work environment related to the course and meet other professionals in the field. To enhance my knowledge and skills, I got an opportunity to join Flame Computer Information Technology and Security System Company for the internship. During my ten weeks internship with Flame Computers Company, I worked with the help desk, the system operator, analysis administrator and the network administrator to repair and maintain software and hardware of different systems in the company. I was also involved in systems installation and maintenance activities in the company and in the field for our clients. Reflecting on the experience gained with the company has made immeasurable impacts in my professional training, such as team work, organizational competence and coordination and problem approach. The training programme has broadened my skills and knowledge base in Computing and IT. Through the programme, I got new insights and motivation to pursue my Computing and IT career. 1.0 INTRODUCTION TO THE ORGANIZATION 1.1 Description of the Organization Flame Computer Information Technology and Security System is a technology intensive corporation established in 1994 to provide small and medium-sized businesses with information technology solutions. The corporation is dedicated to delivering state-of-the-art solution services in areas of product development, computer and system applications, internet/intranet applications, and network, communication, security and surveillance management solutions. In its services for its clients, Flame provides a wide range of reliable and robust information technology solutions including offsite/onsite services, infrastructure and enterprise architecture consultancy, web development, custom software development, and web and software application testing. All these are aimed at achieving cost savings, operational efficiency and productivity gains to their clients. 1.2 Vision, Mission and Objectives of Flame Corporation Flame’s vision is to become the Number One Information Technology service provider in contracting, projects as well as outsourcing to a diverse and targeted base of both emerging and established corporations. Mission The mission of the corporation is to become known and trusted by their clients in the delivery of cutting edge Information Technology contracting services. A win-win relationship is created between Flame and its partners and vendors through trust and commitment. To the employees, trust and commitment creates an enjoyable, honest, enabling, creative and rewarding work environment. To the shareholders, Flame is committed to consistent deliverance of profitability and revenue growth. Objectives The main objective of Flame Computers is to become a top-class IT and security solution trading company on both domestic and overseas fronts. This is being achieved through development of comprehensive cutting-edge IT and security technology product solutions and expansion of the company’s operations both locally and internationally. Product and system development through innovation and advanced business activities provides solutions designed to achieve the best added value as well as strengthening the company’s engineering skills. Additionally, the company is aiming to realize its corporate social responsibility and promoting a growth strategy that is based on a fundamental management policy termed “growth with profit” through a process of steady advances in reinforcing the corporate foundation of the company, application of risk management, and financial standing. The management also aims to further heighten the company’s value in terms of market existence. 1.3 Organizational Structure of Flame Company The company’s management is made of four teams: the administration team, technical sales team, showroom sales team, and the corporate sales team. 1.4 Current Activities/Services Provided by Flame Computer Information Technology and Security System LLC. The company provides the following services: Networking and network monitoring product solutions Sever solution CCTV surveillance system and maintenance services Smart education solution (podium, smart board, and LED boards) Access and intrusion detection and control systems Office telephone systems including Digital & analogue telephone systems, Hybrid telephone systems and IP telephone systems. Sound system solution 2.0 MY DUTIES IN THE ORGANIZATION 2.1 Help Desk Duties Help Desk/technical support was one busy section at my internship company, requiring a mix of technical knowledge in IT and customer service skills to help people get what they want from the company. The main task in this section was to provide customer service and after sales support services, user support and IT system maintenance services, and analyzing and meeting IT requirements by use of computer applications and platforms supported by the company. It is considered as the company’s front liner in solving basic technical issues within the firm and providing support for all areas that may be assigned. Clients will often make judgments and rate a company based on how the help desk personnel interact with them. The Role of the Technical Support The help desk plays a technical support role in monitoring and maintaining computer network systems within the company. This covers issues such as computer viruses, employee emails and password issues, networks etc. Help desk is vital to the company’s ongoing operational efficiency, given that the company business cannot run without individual workstations or the whole system for more than the required minimum time to replace or repair a fault. The company’s employees and clients depend on IT to keep their systems operational. In this context, the help desk personnel work directly with system users and clients, and other personnel working indirectly involved to keep the network infrastructure and servers operational. In addition, the company rely on computer systems and networks in all areas of its operations and also in the decision making process. This shows how important it is to have IT systems that are running and maintained correctly. The goal of help desk is to ensure that the value of the client is maintained to the set standards. Duties performed with the help desk included: Installation set-up, testing and configuration of the company’s new workstations, software or peripheral equipment, and computer system applications as part of on-boarding operation. Hardware/software fault diagnosis, replacement of parts and maintenance to suit specific task demands. The image in figure 1 shows a photograph of a disassembled laptop computer taken during a repair session. In this particular repair, I was tasked to replace the computer screen/monitor, which I did successfully. In some cases, diagrams and written instructions were provided to follow for correct repair of a faulty system. Logging, following outstanding requests and keeping customer/employee records to ensure a timely resolution of issues, and responding to call-outs and providing feedbacks within agreed time limits. Setting and supporting video and audio equipment in conference rooms. Monitoring and managing the use of internal assets such as information system equipment, software, software licenses, to assist in keeping accurate inventory records. Taking clients or employees through a series of actions, including procedural documentation. This was either done over the telephone line or direct face-to-face communication. Reporting persistent problems to the management and referring technical issues to the relevant resource when in doubt or technically challenged. Timely hardware and software upgrades of the workstation, and modifying its configurations, software default settings and utilities. We also ensured that all the workstations are equipped with a computer, keyboard, monitor, hard drive, mouse and any other additional specialized equipment that may be required for a specific task. Figure 1: A disassembled computer for screen replacement The work with the help desk section is much about understanding how information system applications are used in regard to applying computer hardware/software related technical knowledge. Working in the help desk section helped me in establishing an excellent working relationship with other professionals in the company as well as clients to the company. Through tasks with the help-desk, I was able to learn about the technologies used in running the information systems of the company. In addition, the knowledge and understanding of help desk tasks, procedures, products and services gained during the internship was very resourceful. 2.2 My Duties with the System Operator The system operator is one of the most crucial individuals in the efficient day to day running of the company. The company has two system operators working in shifts of about eight hours a day each. The two system operators of the company all had similar traits that they exhibited right from the day I met them which are, they all had vast knowledge of computers and how they work, they were all very abreast with the latest software and hardware developments in the market, were very innovative and inventive and they were also very all round individuals liked by many staff in the company. For the company to have a maximum output of service delivery and product sales, the system operators are central in achieving this goal. The chief task while working with them was to ensure that all components and departments of the company were at an optimum operational level and that there was constant passing of information from different levels of the company without technical hitches. We also dealt with hardware and software issues brought to us by the company’s customers that could not be efficiently solved at the company’s help desk. We ensured that the customers were satisfactorily served and also recommended to them the latest models of hardware and software that were available in the company’s shelves. Working with the system operators helped me a great deal in honing my troubleshooting skills, hardware repair and maintenance expertise, soft communication skills when handling clients and colleagues and also gave me a motivation of always keeping up-to-date with the latest developments in the field of Information Technology. The tasks carried while working with the system operators are: Carrying out repairs to six computer machines that had broken down due to overheating. Replaced their hard disks with new ones since they had crushed due to improper ventilation caused by faulty CPU cooling fans. Also repaired the lens and the shutter release button for a camera for a client. Installation of the latest anti-virus software from Avast to the computer systems in the company to ensure that company documents and records of the employees were safe from malicious programs. Recommending to the company the type of hardware and computer systems to install for the daily operations and the ones to sell to its customers. In the figure 2 below, the new computer and camera hardware that I recommended for their huge data storage capacity and processing speeds. Storing computer and camera hardware such as disks, camera bodies, new computers and cameras in an appropriate storage location with the friendly conditions to ensure their safety. Receiving calls from the company’s customers to help fix their hardware and software related issues. In one instance, a customer called complaining that her computer that she bought from the company was booting slowly. I walked her through the process of fixing the dysfunction by telling her to make sure that there was no internal or external hardware connected to her computer before turning it on. It turned out she had a compact disk in the computer that slowed the cold booting and warm booting processes. Keeping, maintaining and updating company records regarding the employees and customer information such as, their addresses and contacts and the type of service they receive at the company. Improving the performance of computers in the company by upgrading/improving memory capacity of hard disks from 4 GB to 8 GB. The computers started executing instructions faster and more efficiently than before. Upgraded the operating systems (OS) of the computers from single tasking OS to multi-tasking OS to enable many tasks to be carried out at the same time without slow CPU run time and processing speed. Upgraded the OS from single user OS to multi user OS to support many employees using the resources of one central computer to execute instructions at the same time timely without unnecessary delays synonymous with single user Operating Systems. Monitoring the use of computers by the company staff to ensure only authorized personnel accessed certain files on certain computers and to help those that needed help using or recovering data on their computers. Figure 2: New camera and computer hardware. 2.3 My Duties with the Analysis Administrator The Analysis administrator at Flame computers, Networks, Security and Surveillance Systems Company is also known as the Database Administrator. He is central to the smooth operations of the company on a daily basis mandated with the responsibility of managing the company’s servers to ensure optimality in operation. Company clients can also seek solutions from the Database Administrator to problems resulting from poor configuration of their machines and/or non-compatibility. The Administrator is also responsible for the development of new programs that improve the performance and efficiency of the existing machines to suit the ever evolving needs of the company and the clientele. The company has also tasked the Administrator with providing recommendations regarding which systems to migrate to when need arises. Working with the Analysis Administrator (Database Administrator) was one of the most eye opening periods during my internship period. He helped me gain very crucial skills as a person and as an IT professional. I understood how crucial it is to be a good problem solver under different levels of pressure and stress. A Database Administrator should always be cool and focus on solving the problem at hand. Working with him made me understand just how important it is as an IT professional to examine software, familiarize with its programing language before running or recommending it. He passed down the knowledge of programing languages to me such as the different languages under the array programing language including octave, Julia, A+, FORTRAN and X10. Assembly language under which there is pilot and Tutor. Effective communication skills and team work are just as crucial for a successful IT professional. Employees of the company also look up to the Database Administrator for the security of their company documents. Whenever there is any instance of data loss or unauthorized access, the Administrator helps in recovery and protection. Those needing help understanding how a new software or application works, they almost always receive it from the Administrator but sometimes supported by the system operator. The duties carried out whilst working with the Analysis/ Database Administrator are as follows: Upgrading computer servers for the clients of the company mostly business entities and organizations to more reliable servers with the capability of meeting the clients’ needs and their budget by installing and maintaining Rack servers which are high quality servers that maximize operational speeds for the clients. Maintaining the company’s servers that serve both the employees of the company and its clients. In this instance, I was tasked with ensuring that the web server of the company normally visited by the clients was up to date, safe and efficient in serving the company’s web clients by providing HTML pages requested by the clients on time without delay. Securing and updating the mail server serving the company’s employees was also under my purview. Maintaining the security and cleanliness of the server room. The employees accessing the server had to be authorized. I was tasked with monitoring that the systems of access and intrusion control were always up and running and that all the keycards accessing the room were kept properly documented in a secure database system. Generating queries and reports as requested by any department of the company regarding specific areas of interest. Generating reports detailing how the company performed over a period of a month. The number of clients served and the company’s inventory were the most common requests from finance and sales department. Updating user accounts and information in the company mostly concerning employees. Resetting the access passwords of machines left by employees who got fired or decided to quit. Integrating new technologies to improve the performance and efficiency of the existing ones by recommending alternative storage devices with bigger storage capacities and enhance the performance of the existing storage systems. I recommended to one desk employee who complained about general slowness in the execution of instructions to store data in the modern Solid State Drive (SSD) and free the hard disk of his computer. The performance improved immensely. Troubleshooting, diagnosis and repair of computer system and the closed circuit television (CCTV) supplied by the company to its clients. I repaired 3.6mm 1/3” imager of some CCTV brought to the company by one client for troubleshooting and repair as shown in the figure 3 below Figure 3: CCTVs brought in for repair. 2.4 My Duties with the Network Administrator Network Administrator at Flame Computers Network Security and Surveillance systems is one of the busiest staff members of the company. He is one of the most important members in the staff with a huge responsibility of ensuring the company’s network is safe and operating efficiently as per the company’s requirements. He is also tasked with ensuring that the company’s network is not breached by hackers or people with malicious intentions. It is also within his mandate to see to it that the network of the company conforms to the rules and regulations set and passed by the government. All the network hardware acquired by the company are recommended and approved by him as he is the one to determine the needs of the company and the hardware that matches and serves those needs. While working with him, we also dealt with network related malfunctions from the clients who could not receive proper assistance at the company’s help desk. The duties performed while working with the Network Administrator include; Installing Local Area Network for the company’s clients who wanted a network for few computers in a home and medium office with a few people and requiring a safe and secure network. Monitoring the working of the office computers network to ensure smooth flow of information and exchange of ideas between employees by carrying out routine diagnostic and troubleshooting sessions to identify and rectify network malfunctions. In one diagnostic session I discovered a virus downloaded to the computer network by an employee by reading a spam mail. I rectified by running an anti-virus software and blocking all spam mails sent to the company’s network. Maintaining and overseeing the company’s network integrity. Set up an access control system capturing biometric data to authorize access to the company’s network hardware thus ensuring only authorized employees gain access to the specific network domains as required by the company regulations. Repairing and upgrading network software and hardware for clients at their homes and places of business. Upgraded network cables in the office by installing the latest cat6 Ethernet cable in the office. It greatly improved internet speeds in times of downloads and uploads in the office. Management and employees in the company started enjoying faster communication. Installing, reinforcing and constantly upgrading the network firewall to protect the company’s network from potential attacks and other forms of threats posed by cyber criminals seeking to destroy company documents and data. Managing all network hardware and equipment of the company that included, routers, hubs and switches to ensure efficient operation by them and rectifying all malfunctions. Carrying out regular audits and security analysis to the servers of the company. 3.0 OBJECTIVES OF THE INTERNSHIP TRAINING The main objective of the internship was to assist in developing professional skills and gain practical experience in the ICT and computer system applications. The internship programme was designed to provide an opportunity to coordinate academic training with work experience while assisting in the transition from learning environment to a real working environment. Other objectives of the internship program included: Improving awareness of a wide range of IT issues in professional practice, and develop professional identity guided by the code of practice and ethics. Further development of personal and professional skills, knowledge growth, experience, and building confidence for starting my IT career. Gaining experience with more accomplishments achieved during the internship period will provide a better opportunity to enter the industry after studies. In addition, it will be a great asset when building personal resume. Application of class-gained theoretical and practical skills and knowledge in a real industry set-up. Developing a better understanding of business processes as well as organizational structures in the IT industry. This may vary from organization to organization, but they are all build under same principles. To gain knowledge of problem assessment, applying intervention measures and documentation as it relates to the IT industry. Developing industry and business networks, interpersonal relationships and professional contacts. This is important when it comes to finding a job later after my studies, acting as referees in job applications, or assist me with projects when I am hired or working in another organization. Meeting people who work in the field that you are training in provides you with an opportunity to get to know about your career and suggestions on how to better your career skills. Chances are also very high that the internship company will consider an intern for employment upon completion of their studies if they excel in their duties at the company during the internship period. Developing a solid relationship between the company and the training institution to create an opportunity for joint projects that may be of mutual interest. 4.0 TRAINING REQUIREMENTS 4.1 Software The software requirements for this internship program include: Windows and Mac OS X Office 365 and Google Collaboration Apps Big fix, Ghost and security products such as McAfee and Avast Visual C++ 4.2 Hardware The following list of hardware were required for the internship program: Mac and PC hardware Computer peripherals such as keyboards, pointing dvices CD-ROM drives, network devices and cameras Secondary storage devices such as external hard disks and flash drives Scanners Printers Mobile devices (Android, iOS) PC connectivity hardware (Ethernet, VPN and TCP/IP) 8 GB of RAM Adaptors such as USB-to-Ethernet Adapter and Display adaptor 5.0 INTERNSHIP DETAILS 5.1 Introduction to Flame Computers On my first day of reporting for my internship at the company, I was warmly received by colleagues who later turned out to be very resourceful during my internship. At the start of the internship, I had set my own learning goals in regard to improvement of knowledge and skills in Information Technology. The internship also created me an opportunity to meet other interns from different areas of specialty, which was very useful for creating a learning environment and sharing of knowledge. I was assigned to very interesting tasks and projects. At first, I observed that both communication and the tasks was completed very fast, and it was a great opportunity for me to learn how this is done. In overall, my introduction with my internship company went very well. The tasks and projects I was assigned to really fit my educational training, providing an opportunity to further my learning experience in the field of Information Technology. 5.2 Activities Involved At the Company At Flame Computer Information Technology and Security System Company, my main area of work was hardware maintenance - tasked with the responsibility of improvement, repair, replacement and installation of hardware. There were four major sections to work in: the help desk, system operation, analysis administrator section and the network administrator section. After planning, I arranged with my supervisor at the company and we agreed to allocate two weeks of training in each of these sections. Being part of hardware maintenance team, I was individually or collectively involved in activities such as: repair of computers, disassembling computers for cleaning, hard disk replacements and upgrading of computers, installing and replacing network cables, mounting security cameras at required angles, recommending hardware requirements for client network and security systems. These tasks were performed in the company and outside the company for clients who needed a new or maintenance of a network systems, security systems, smart education boards, and server maintenance. 5.3 Challenges and Constraints While Training With the Company as an Intern Some of the challenges I came across during my internship with the company include: i. Some employees were not readily available to share their knowledge of some areas of specialization. This was because they were pre-occupied by company activities either within the company or outside the company premises, for example, the procurement team. It was hard to approach such staff members with a request for clarification due to their busy schedule. ii. Some tasks directed to me by my supervisor were very challenging. Sometimes the supervisor can forget that you have never handled a hardware component and you are just yet to learn how it works or how it is fixed. With the dynamic world, IT component systems and requirements keep changing and it is not surprising to come across something that is different from what you learnt in a class environment. However, referrals to the relevant expertise enabled me go past such hurdles. 6.0 RELATED COURSES There are several courses that are related to Computing and IT. These include: Wireless networking, Management of e-commerce, Business Information Systems, and digital marketing, Computer programming, Web design and technologies, Computer hardware and software engineering, Cloud Computing, Cyber security, Data base and data analysis Wireless networking – This course involves learning how wireless technologies work, how to build a secure wireless network, and how to connect wireless devices to a network. It also covers wireless standards, satellite internet, wireless security, and cellular phone technology. Management of e-commerce, Business Information Systems, and digital marketing – This course involves the use of computer applications to manage business activities and information, as well as carrying out product and service marketing. Computer programming – This is a course that trains one on how to write computer languages or codes that are used as computer software programs for performing a specific task. Web-design and development technologies – This course provides an opportunity to students to learn about web design and web-design technologies for application in the design and prototype a web-based user interface solution. Computer hardware and software engineering – This course involves a broad technical knowledge in the hardware and software parts of computer systems engineering, including applications development. Cloud Computing – In this course, professionals learn how to perform internet-based computing to create computer processing data and resources that are shared on demand. Cyber security – This course covers the fundamentals of information and cyber security, and how to implement standards to reduce cybercrime. Data base and Data analysis – This course specializes in development and application of database and database query language for data processing with the goal of providing useful information and conclusions that can aid in decision-making. 7.0 RECCOMENTATIONS In my own review of the internship at Flame Computers Company, I recommend the following: Recommended procedure modifications or improvements Flame Computer Information Technology and Security System Company should keep creating opportunities for interns who have different educational backgrounds. This will help students gain the required work experience and also help the company with the knowledge and skills that they have gained from their learning institutions. The company need to ensure that a room is provided for interns to be innovative and express their Computing and IT skills or skills related to their area of specialization in different ways. This can be achieved through encouraging interns to generate their own ideas that can be tested and even implemented in the company projects. Al Khawarizmi International College should establish a corporate relationship with the company through the Department of IT and use this platform to engage its students in activities of the company to help strengthen learning objectives. This will also help to create an opportunity for joint projects that may be of mutual interest. Last but not least, Flame Computers Company should build a research and development (R&D) to attract technological innovations. This will also increase the company’s presence and competitiveness at the global scene. 8.0 CONCLUSION The internship programme offered by Flame Computer Information Technology and Security System Company provided me with a great opportunity to grow and develop my career in Computing and IT. Through the internship, I have learnt to overcome challenges and develop IT-related skills and knowledge. I gained an extensive experience with hardware repair and maintenance for different systems. The programme has greatly improved my technical skills and critical thinking as well as improved my confidence and professional ability. I worked in different sections of the company operations, dealing with a wide range of hardware components. Most of the activities and tasks I was involved in during the internship were in line with what I am studying at Al Khawarizmi International College. However, there is a difference between learning in a class or school projects and the activities and tasks in the actual working environment. In school, we describe the activities in projects and there is little time to practice the theoretical knowledge gained. In the real world, one gets to learn how to implement most of the theories learnt in the class environment. This internship training was therefore, a good introduction to the actual working environment. I have learnt to work in an industrial set-up and applied class knowledge into real practice. I also learnt a lot from other interns that I worked with at the company. Although they had different educational backgrounds, it made it very interesting and we shared a lot about our educational backgrounds and specialties. Working with the company as an intern was a great privilege and honour, and will remain to be a lifelong experience that will play an important role of shaping my professional life in the field of Computing and IT. I appreciate the company for giving me an opportunity to work with them. I am also grateful to my field supervisor, Mr. Omar Muhammad, who encouraged me throughout the internship. REFERENCE APPENDIX 1.0 Weekly Project Plan 2.0 Internship Card Read More

This is being achieved through development of comprehensive cutting-edge IT and security technology product solutions and expansion of the company’s operations both locally and internationally. Product and system development through innovation and advanced business activities provides solutions designed to achieve the best added value as well as strengthening the company’s engineering skills. Additionally, the company is aiming to realize its corporate social responsibility and promoting a growth strategy that is based on a fundamental management policy termed “growth with profit” through a process of steady advances in reinforcing the corporate foundation of the company, application of risk management, and financial standing.

The management also aims to further heighten the company’s value in terms of market existence. 1.3 Organizational Structure of Flame Company The company’s management is made of four teams: the administration team, technical sales team, showroom sales team, and the corporate sales team. 1.4 Current Activities/Services Provided by Flame Computer Information Technology and Security System LLC. The company provides the following services: Networking and network monitoring product solutions Sever solution CCTV surveillance system and maintenance services Smart education solution (podium, smart board, and LED boards) Access and intrusion detection and control systems Office telephone systems including Digital & analogue telephone systems, Hybrid telephone systems and IP telephone systems.

Sound system solution 2.0 MY DUTIES IN THE ORGANIZATION 2.1 Help Desk Duties Help Desk/technical support was one busy section at my internship company, requiring a mix of technical knowledge in IT and customer service skills to help people get what they want from the company. The main task in this section was to provide customer service and after sales support services, user support and IT system maintenance services, and analyzing and meeting IT requirements by use of computer applications and platforms supported by the company.

It is considered as the company’s front liner in solving basic technical issues within the firm and providing support for all areas that may be assigned. Clients will often make judgments and rate a company based on how the help desk personnel interact with them. The Role of the Technical Support The help desk plays a technical support role in monitoring and maintaining computer network systems within the company. This covers issues such as computer viruses, employee emails and password issues, networks etc.

Help desk is vital to the company’s ongoing operational efficiency, given that the company business cannot run without individual workstations or the whole system for more than the required minimum time to replace or repair a fault. The company’s employees and clients depend on IT to keep their systems operational. In this context, the help desk personnel work directly with system users and clients, and other personnel working indirectly involved to keep the network infrastructure and servers operational.

In addition, the company rely on computer systems and networks in all areas of its operations and also in the decision making process. This shows how important it is to have IT systems that are running and maintained correctly. The goal of help desk is to ensure that the value of the client is maintained to the set standards. Duties performed with the help desk included: Installation set-up, testing and configuration of the company’s new workstations, software or peripheral equipment, and computer system applications as part of on-boarding operation.

Hardware/software fault diagnosis, replacement of parts and maintenance to suit specific task demands. The image in figure 1 shows a photograph of a disassembled laptop computer taken during a repair session. In this particular repair, I was tasked to replace the computer screen/monitor, which I did successfully. In some cases, diagrams and written instructions were provided to follow for correct repair of a faulty system.

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