Industry insights

This topic will introduce the job roles, industry applications, terminology and definitions relevant to providing client-based ICT support to end users in an office or working environment. This topic provides you with an understanding of the typical structure of organisations that provide ICT support and will also discuss the application of sustainable practices and environmental guidelines in the ICT industry.

In this topic, you will learn about:

• Job roles and responsibilities
• Organisational structure for ICT support
• Sustainable practices in ICT
• Environmental guidelines

Let us begin.

This module covers the specialised skills and technical knowledge that enables individuals to take responsibility in providing client-based ICT support to end users.

The skills gained from completing this module will enable you to:

• work in a variety of ICT support and I.T. service desk roles
• identify, record, prioritise and resolve client Information and Communications Technology (ICT) support activities and escalate as required.

ICT support roles

ICT (Information and Communication Technology) support roles encompass a range of responsibilities vital for maintaining smooth technology operations. Such as:

• provide technical assistance to users
• troubleshoot hardware and software issues
• offer timely resolutions to technical problems
• install, configure, and maintain ICT systems and networks
• train users on new technologies and software applications.

Overall, ICT support roles are crucial in ensuring seamless technology integration, resolving technical challenges, and optimising ICT infrastructure to meet organisational objectives.

Service Desk Analyst

The following video provides a glimpse of the role and responsibilities of a service desk analyst role. Pay attention to the various types of technical as well as soft skills required to perform the role successfully.

IT Support Technician

The following video provides an overview of an I.T. Support Technician's role and day-to-day responsibilities.

Organisational structure

There is typically one overarching structure in many ICT support organisations. Understanding this structure is crucial when identifying and resolving client ICT problems.

The organisational structure of an ICT support organisation often includes various teams and processes to handle the entire lifecycle of client ICT problems and typically involves several key roles and departments working together collaboratively.

Note that this structure can vary per organisation based on different factors, such as the:

• size of the organisation
• scope of ICT support services provided
• specific responsibilities of different teams.

The hierarchical structure

The following video provides an overview of the organisational structure of a help desk and its hierarchy.

The following are some of the key roles and functions of an ICT support organisation’s structure that you'll need to be aware of.

ICT support manager	ICT support manager is responsible for setting policies, managing staff, coordinating resources, and ensuring that service level agreements (SLAs) are met. The manager oversees the entire ICT support function and also serves as a point of escalation for particularly challenging issues or customer complaints.
Support staff	Support staff are the individuals who directly interact with users to resolve technical issues. They may be divided into different teams based on their expertise or the types of issues they handle. Support staff may include technicians, analysts, engineers, or specialists with knowledge in areas such as networking, software applications, hardware troubleshooting, etc.
Knowledge management	Many organisations have knowledge management systems in place to capture and share information about common technical issues and their solutions. This could be in the form of a knowledge base, FAQs, or internal documentation. Knowledge management ensures that support staff can access the information they need to resolve issues efficiently and consistently.

Levels of ICT support

The ICT support (i.e. help desk or service desk) is the frontline team that assists users with technical issues. It typically operates in a tiered structure to efficiently handle requests.

Support is divided into the following different levels or tiers. Expand each tier to learn more.

Escalation procedures

Escalation procedures are systematic and documented processes used to move client issues or problems to higher support levels or authorities. These are used when the current level of support is unable to resolve them effectively. They define the steps, criteria and contacts involved in the escalation process. This ensures that client requirements and issues are timely and appropriately addressed.

By implementing clear escalation procedures and defined support tiers, organisations can ensure that technical issues are addressed promptly and efficiently, leveraging the appropriate level of expertise to achieve timely resolutions and minimise disruption to business operations.

Escalation paths

Escalation paths define the process by which issues are escalated from one support tier to another. This typically involves documenting the details of the issue, including any troubleshooting steps taken at lower tiers, and routing it to the appropriate higher-tier support team.

Escalation paths may be predefined in the organisation's IT service management (ITSM) system or ticketing system, with clear guidelines on when and how to escalate issues based on severity, complexity, or SLA requirements.

For example:

• If Tier 1 support cannot resolve the issue satisfactorily within a reasonable timeframe, or if the issue requires specialised knowledge, it is escalated to Tier 2.
• Issues are escalated to Tier 2 when they require deeper technical understanding or access to additional resources beyond what Tier 1 support can provide. If Tier 2 cannot resolve the issue, it is further escalated to Tier 3.
• Issues escalated to Tier 3 may involve in-depth troubleshooting, root cause analysis, vendor coordination, or development of custom solutions. If Tier 3 support cannot resolve the issue internally, they may escalate it further to external vendors or developers.

The following is an illustration of the typical escalation path followed in ICT support.

Escalation triggers

Organisations may establish specific triggers or criteria that determine when an issue should be escalated to a higher support tier. These triggers could include factors such as the severity of the issue, impact on business operations, inability to meet SLA requirements, or the need for specialised expertise.

Communication and Collaboration

Effective communication and collaboration are essential throughout the escalation process. Support staff at each tier should communicate clearly and promptly with both the user reporting the issue and the next level of support to ensure a smooth transition and resolution.

Documentation of the escalation process, including notes on troubleshooting steps, communication exchanges, and resolutions, helps maintain transparency and accountability.

Help desk vs. Service desk

The main difference between a help desk structure and a service desk structure lies in the scope of services provided. Help desks primarily focus on resolving the client's issue. Service desks also assist with service requests and requests for information. For instance, a client suddenly lost access to a certain file. A help desk can point out that the client lacks sufficient access to the file. They then advise the client to inform the file owner to request access. The focus is to resolve the user's issue as soon as possible.

On the other hand, a service desk can point out that the client lacks sufficient access and provide or request access for them. A service desk will even go as far as asking if any more colleagues are experiencing the same issue to provide a more holistic solution. A service desk will also investigate why access was suddenly lost and react appropriately to avoid such cases again. Aside from resolving the user's issue as soon as possible, a service desk also focuses on avoiding these kinds of issues moving forward.

Watch

The following video discusses the difference between help desk and service desk support structures.

Help desk operation

A help desk structure is a specific organisational setup dedicated to providing assistance and support to end users for their ICT-related issues. Help desk teams are often responsible for addressing and resolving client problems. They typically follow a structured process to manage these issues effectively.

Generally, a help desk structure might operate as:

• a tiered support model
• 24/7 help desk
• remote help desk.

Service desk operation

A service desk structure is a broader concept. It encompasses not only issue resolution but also a more extensive range of ICT services. Service desk teams also manage service requests, provide information and support service-level agreements.

The following video explains the operation and structure of service desk operations.

Sustainable practices refer to specific actions, behaviours, or strategies to promote sustainability and minimise environmental impact. These practices encompass a broad range of activities to reduce resource consumption, conserve energy, minimise waste, and foster social responsibility.

Sustainable practices can be applied across various industries and sectors, including manufacturing, agriculture, transportation, and technology. Examples of sustainable practices include energy-efficient design, waste reduction and recycling, renewable energy integration, green procurement, and stakeholder engagement.

Sustainability in ICT

In the ICT industry, sustainable practices are crucial due to the industry's significant energy consumption, electronic waste generation, and carbon footprint.

Watch

The following video by Citrix outlines some of the sustainability practices used in the ICT industry.

Examples from the ICT industry

By adopting sustainable practices, the ICT industry can minimise its environmental footprint, conserve resources, and contribute to a more sustainable and resilient future. These practices benefit the environment and enhance operational efficiency, reduce costs, and strengthen corporate social responsibility initiatives.

Some examples of sustainable practices that apply to the ICT industry are, but not limited to the following:

• Green procurement
• E-waste management
• Energy efficient infrastructure
• Renewable energy integration
• Telecommuting and remote work
• Virtualisation and cloud computing

Go through the following reading list to understand sustainability practices and their application in the ICT industry.

The following video explains how leading ICT organisations such as Hewlett Packard Enterprise (HPE) rethink sustainability and provide sustainable technology solutions to stay committed to the ICT industry's sustainability goals.

Environmental guidelines are specific recommendations, principles, or standards established to address environmental concerns and promote environmentally responsible behaviour within a particular context or industry.

Environmental guidelines:

• primarily focuses on mitigating environmental impact and managing environmental risks
• provide practical guidance on minimising environmental harm, complying with environmental regulations, and achieving environmental objectives
• address broader sustainability goals but primarily emphasise environmental protection and conservation
• include energy efficiency standards, waste management protocols, pollution control measures, and habitat conservation guidelines.

Application in ICT support

Government bodies and organisations often establish environmental guidelines to regulate and guide environmentally responsible practices in various industries. By integrating these environmental guidelines into the ICT industry, specifically when identifying and resolving client ICT problems, ICT support professionals can:

• promote sustainability in ICT support services
• reduce the environmental footprint of their clients' operations while delivering practical and sustainable solutions
• minimising the environmental impact of ICT equipment and operations
• help organisations and individuals make eco-friendly choices in their ICT activities.

How it is applied when supporting client ICT problems

Following environmental guidelines when identifying and resolving client ICT problems is essential for promoting environmental responsibility, reducing costs, ensuring compliance, enhancing reputation, fostering sustainability, improving efficiency, and managing risks effectively.

Some examples of these guidelines as they apply to identifying and resolving client ICT problems are, but not limited to the following:

Congratulations on completing the topic Industry insights. You will now have a comprehensive understanding of the critical components of client-based ICT support, including the various job roles, industry-specific applications, and essential terminologies. This knowledge will equip you with the necessary skills and awareness to effectively contribute to and navigate the dynamic field of ICT support.

In this topic, you learnt about:

• Job roles and responsibilities
• Organisational structure for ICT support
• Sustainable practices in ICT
• Environmental guidelines

Check your learning

The final practice activity for this topic is a set of questions that will help you prepare for your formal assessment.