Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
communication skills to:
convey and clarify complex information
effectively question and listen when conveying and clarifying information
investigate and assess client needs
provide one-to-one instruction to client
review feedback with client and appropriate person
literacy skills to:
develop reports
document:
additional requirements
amount of technical support the client may require
solutions
support issues affecting the client
interpret technical manuals
planning and organisational skills to:
develop an instruction plan
incorporate time management for self and others
organise resources for the instruction session
problem-solving skills to:
anticipate and respond to a range of issues when delivering one-to-one instruction
develop and refine delivery strategies.
Required knowledge
broad knowledge of:
escalation procedures
general features and capabilities of current industry-accepted hardware and software products
operating system (OS) functions and basic features
hardware and software supported by the organisation
in-house or vendor support available
IT terminology
security and network guidelines and procedures
sources and availability of technical and organisational systems
telephone, fax and online functions and procedures
work group procedures.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Client may include: | employees external organisations individuals internal departments. |
Learning needs may include: | electronic group participation presentation via different means reading self-directed learning self-paced. |
Instruction may include: | advice and support on a one-to-one basis guidance on hardware supported by the organisation: formatting of disks printers reconfiguration of printers setting of screen resolution use of scanners guidance on software applications supported by the organisation: creating graphs formatting spreadsheet setting up word-processing document for printing using a browser using an email system provision of client documentation and manuals. |
Actions may include: | number of sessions expected session duration time and location of instruction type of instruction requested. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments use of email and internet access virus risk. |
Further instruction requirements may include: | active listening to client and other employees handover to information and communications technology (ICT) technical expert area on-site instruction policy and procedures relating to IT training questions and answers. |
Appropriate person may include: | authorised business representative client help-desk person subject-matter expert supervisor. |
Requirements may include: | business network people in the organisation system. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist