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:
provide clear and precise advice that varies according to audience
use questioning and active listening to clarify general information
literacy skills to document:
initial problems
recommendations to solve problems
customer-service skills to effectively deal with clients
organisational skills to use time management and prioritise work requests
research skills to source basic information from readily available sources
technical skills to:
identify routine malfunctions
rank recommendations about possible solutions.
Required knowledge
current industry hardware and software products and services
current industry maintenance, service and help-desk practices, processes and procedures
current operating systems
current industry standard diagnostic tools.
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.
Appropriate person may include: | authorised business representative client help-desk person subject matter expert supervisor system administrator. |
Hardware may include: | cabling modems or other connectivity devices networks personal computers remote sites servers workstations. |
Software may include: | application: database internet browser spreadsheet word-processing commercial customised in-house programming: assembler compiler development tools system: computer security device drivers operating system. |
User may include: | contractor department within the organisation person within a department support staff third party. |
Problem may include: | routine malfunction that affects the work environment: cable fault complementary metal oxide semiconductor (CMOS) battery failure computer freeze faulty motherboard hard drive crash incompatible software insufficient memory loss of internet access malware virus. |
Solutions may include: | hardware: renew upgrade software: reload renew upgrades user training implementing a new 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