Monday, 9 a.m., the help desk phone
Six calls in ten minutes. A password has expired. A website will not open. A tablet will not charge. A phone will not join the Wi-Fi.
These small faults are the daily work of digital support. They are also risks you can assess.
By the end of this lesson
Note
I can name the risks support teams meet and assess a bring your own device system.
Key words
| Word | What it means |
|---|---|
| BYOD | bring your own device: staff use their own phone or laptop for work |
| Expired password | a password that has reached its end date and no longer works |
| RAM | the memory a computer uses while it works |
| Peripheral | a device plugged into a computer, such as a keyboard |
| Component | one part of a system |
| Corporate data | information that belongs to the organisation |
| Wipe | delete everything on a device from a distance |
The cells students fill in are left blank in this preview.
Starter
Have a go
Starter
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
Risks a support team sees every day
The Digital Support list adds faults you meet most days.
Misconfigured devices. Wi-Fi dropouts. A VPN that will not connect. Expired passwords. Inaccessible websites. Faults in laptops, tablets and phones. Software that breaks.
Support risks and how to lower them
| Risk | What happens | How to make it smaller |
|---|---|---|
| Expired password | User locked out, calls to the help desk | Send a reminder before the end date |
| Inaccessible website | A needed site is down or blocked | Check the filter rules and the link |
| Hard disk or RAM failure | A laptop slows, crashes or will not start | Back up files and replace parts early |
| Damaged peripheral | A keyboard or printer fails | Keep spares and train users |
| Phone or tablet fault | A user cannot work on the move | Keep a loan device ready |
| Software breakage | A program will not open | Reinstall and keep a clean copy |
The cells students fill in are left blank in this preview.
Assess a BYOD system
With BYOD, staff use their own phones for work email and files. It saves money. It also brings risk.
List the components: the personal phone, the work email app, personal apps, the home Wi-Fi, stored work files and the user account.
Worked example: a BYOD phone
| Risk | Probability | Impact | Score | Order |
|---|---|---|---|---|
| Phone lost with work email on it | 3 | 4 | 12 | 1 |
| Phone is never updated | 4 | 3 | 12 | 2 |
| Staff use public Wi-Fi for work | 4 | 2 | 8 | 3 |
| Leaver keeps corporate data | 2 | 4 | 8 | 4 |
| A family member uses the phone | 3 | 2 | 6 | 5 |
The cells students fill in are left blank in this preview.