**Lesson Plan: L1 Support – Software Installation and

Hardware Maintenance **
**Time:** 8:30 AM - 4:30 PM **Date** 23 FEB 2024

**Objective:**

Students will learn to install various software commonly used in L1 support roles within the specified
time frame.

**Schedule:**

**8:30 AM - 8:45 AM: Introduction (15 minutes)**

- Brief overview of the software installation process

- Introduction to the list of software to be installed

**8:45 AM - 9:30 AM: Installing Main Banking Software (45 minutes)**

1. AS400

2. T4s

3. Nexus

**9:30 AM - 10:15 AM: Printers and scanners (45 minutes)**

4. Printer assign

5. Printer session

6. Prismate

7. Scanning tools
**10:15 AM - 10:30 AM: Break (15 minutes)**

**10:30 AM - 11:15 AM: Printers and scanners 2 (45 minutes)**

8. Voucher scanning

9. Cheque scanning

10. E-slip

11. MoneyGram

**11:15 AM - 12:00 PM: Installing Miscellaneous Software (45 minutes)**

12. DVR

13. CRM

14. Browser upgrade and adding compatibility

15. Manage engine

**12:00 PM - 12:45 PM: Lunch Break**

**12:45 PM - 1:15 PM: Installing Communication Tools (30 minutes)**

16. TV box

17. Office package

18. Open office

**1:15 PM - 1:40 PM: Installing Security Software (25 minutes)**

19. Panic alarm system

20. Security threats

****1:40 PM - 2:00 PM: Customer Handling (20 minutes)**

21.Telephone ethics

22.Identifing customer through the Yellow pages

**2:00 PM - 2:45 PM: Troubleshooting and Q&A (45 minutes)**

- Review of the installation process

- Addressing common installation issues

- Answering student questions

**2:45 PM - 3:00 PM: Conclusion and Recap (15 minutes)**

- Summary of key points covered

- Assignment of any additional tasks or reading materials

This lesson plan aims to efficiently utilize the time available to cover the installation of various software
typically encountered in an L1 support role. Adjustments can be made based on the pace of the class
and specific needs.

**3:00 PM - 4:30 PM: Hardware Maintenance**

*Introduction to Hardware Maintenance*

- Overview of hardware maintenance tasks.

- Importance of hardware maintenance for system longevity.

*Identifying Parts and Components*

- Identification of major hardware components.

- Understanding the function of each part.

*Expansions Cards Installation*

- Introduction to expansion cards.

- Step-by-step guide to installing expansion cards.

*Troubleshooting Boot Failure Issues*

- Common causes of boot failure.

- Techniques for troubleshooting boot problems.

*Parts Replacement*

- Identifying faulty hardware components.

- Procedure for replacing faulty parts.

*Power Readings and HDD Testing*

- Importance of monitoring power readings.

- Techniques for HDD testing and diagnostics.

*Documentation*

- Importance of maintaining proper documentation.

- Guidelines for documenting hardware maintenance tasks.

*Additional Discussions*

- Q&A session on hardware maintenance and troubleshooting.

- Sharing best practices and tips for effective hardware maintenance.

This lesson plan provides a comprehensive overview of both L1 support for software-related issues and
hardware maintenance tasks, covering various topics and providing hands-on practice opportunities for
the participants. Adjustments can be made based on the specific needs and level of expertise of the
participants.

**Ashen Shanuka**