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:
follow up with client
provide assistance according to organisational guidelines
provide clear and precise advice when logging calls from help-desk support staff
literacy skills to:
document initial problem and recommendations to solve problem
prepare maintenance report in line with organisational guidelines and support agreements
problem-solving skills to:
determine problems based on diagnostic tests
solve unknown problems in a range of contexts
team participation skills to escalate maintenance
technical skills to undertake maintenance tasks
Required knowledge
environmentally sound recycling and disposal procedures
networking procedures, including:
call logging
contracting and maintenance requirements
problem escalation procedures
inventory processes
network operating systems
organisational information relating to network problems
technical support agreements
features and functions of technical systems.
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.
Problem may include: | issues affecting immediate work environment: servers workstations routine and non-routine problems. |
Client may include: | employees external organisations individuals internal departments. |
Support agreements may include: | cost performance from escalated support levels replacement time warranty. |
Organisational guidelines may include: | client-liaison policy contracting arrangements relating to IT purchasing logged call procedures maintenance agreements preventative maintenance and diagnostic policy security procedures warranties. |
Components may include: | CD and DVD drives central processing unit (CPU) complementary metal oxide semiconductor (CMOS) battery fax or modem cards interface cards motherboards power supply random access memory (RAM). |
Environmental guidelines may include: | appropriate disposal or recycling of e-waste: cathode ray tube (CRT) monitors printed circuit boards redundant hardware recycling of packaging: cardboard paper polystyrene. |
Maintenance requirements may include: | on-site response remote diagnostics return to depot. |
Solution may include: | hardware: new upgrade implementing a new system software: new upgrades user training. |
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