Assessor Resource

ICAS4022B
Determine and action client computing problems

Assessment tool

Version 1.0
Issue Date: April 2024


This unit defines the competency required to record and prioritise client support activities, determine the required resources, solve client computing problems or escalate as necessary.

There may be benefit in concurrent learning with the following unit:

ICAT4221B Locate equipment, system and software faults

The following units are linked and form an appropriate cluster:

ICAS4112B Optimise system performance

ICAS4113C Identify and resolve common database performance problems

ICAS4127B Support system software

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

Assessment must confirm the ability to record and prioritise client support activities, determining the required resources, solving the client problem or escalating according to organisational guidelines or practices.

To demonstrate competency in this unit the learner will require access to:

Hardware

Software and diagnostic tools

Documentation for records and reports

Context of and specific resources for assessment

The breadth, depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and non-routine. Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a non-routine or contingency nature.

Assessment must ensure:

Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic.

Applications may involve responsibility for, and limited organisation of, others.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICAS4112B Optimise system performance

ICAS4113C Identify and resolve common database performance problems

ICAS4127B Support system software

ICAT4221B Locate equipment, system and software faults

An individual demonstrating this competency would be able to:

Demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

Apply solutions to a defined range of unpredictable problems

Identify and apply skill and knowledge areas to a wide variety of contexts, with depth in some areas

Identify, analyse and evaluate information from a variety of sources

Take responsibility for own outputs in relation to specified quality standards

Take limited responsibility for the quantity and quality of the output of others

Maintain knowledge of industry products and services

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

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

Customer service

Decision making involving discretion and judgement

Time management for self and others

Common problem identification and resolution

Questioning and active listening for conveying and clarifying information

Literacy skills for interpretation of technical manuals

Required knowledge

Principles of equal employment opportunity and anti-discrimination

Principles of OH&S

Broad general knowledge of operating systems functions and basic features

Current industry-accepted hardware and software products, with broad knowledge of general features and capabilities and detailed knowledge in some areas

Broad knowledge of escalation procedures

Hardware and software supported by the organisation

Work group procedures

In-house or vendor support available

Security and network guidelines and 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 but is not limited to:

internal departments

external organisations

individual people

employees

Problem may be in reference to:

business

system

network

people in the organisation

Requirements may be in reference to:

business

system

network

people in the organisation

Constraints may include but is not limited to:

time

budget

resource

hardware

software

policy

legal constraints

Advice and support may include provision of:

client documentation

manuals and documentation from vendor.

Advice on software used by the organisation may include but is not limited to formatting spreadsheets, creation of graphs, setting up of word processing documents for printing, setting up an email system; advice on hardware supported by the organisation, including but not limited to operation of printers, setting of screen resolution, formatting of disks, and configuration of printers and scanners.

Organisational guidelines may include but are not limited to:

use of emails and internet access

content of emails

downloading information and accessing particular websites

opening mail with attachments

virus risk

dispute resolution

document procedures and templates

communication methods

financial control mechanisms

Maintenance may include:

on-site response

remote diagnostics

return to depot

business hours only support

24 hour, 7 days per week support

telephone support

real-time on on-line support

second-level support

Components may include:

motherboards

CMOS battery

central processing unit (CPU)

CD and DVD drives

interface cards

drives

fax/modem cards

RAM upgrades

CPU upgrades

Environmentalguidelines may include but is not limited to:

recycling

safe disposal of packaging (e.g. cardboard, polystyrene, paper, plastic)

correct disposal of redundant hardware (e.g. hard-drives, circuit boards)

Appropriate person may include:

supervisor

teacher

authorised business representative

client

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

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Determine client problem by using questioning and/or other techniques 
Document responses of client for follow-up action 
Examine logged requests to determine specific requirements 
Take action where required to gain further information 
Refer to a database of known problems to identify possible resolution options 
Determine the scale of the problem based on information gathered 
Establish and record relevant constraints 
Undertake an impact analysis of the problem to determine severity and risks 
Prioritise the problem according to the organisation's escalation procedures 
Provide adviceand support to the client from database of known problems, where appropriate 
Investigate and apply the appropriate process to follow when referring problems to third parties 
Provide third party with client and problem details as required 
Document the advice and support provided by third party according to organisational guidelines, where appropriate 
Obtain appropriate components for resolution in line with organisational guidelines 
Complete maintenance in line with organisationalguidelines 
Store or dispose of used components following organisational environmental guidelines 
Prepare a maintenance report including information about problems and resolution action 
Forward maintenance report to client for feedback 
Obtain feedback from the client to ensure requirements have been met 
Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate 

Forms

Assessment Cover Sheet

ICAS4022B - Determine and action client computing problems
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

ICAS4022B - Determine and action client computing problems

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: