Assessor Resource

ICASAS305A
Provide IT advice to clients

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to frontline technical support personnel responsible for providing technical support explained in terms that a user can understand.

This unit describes the performance outcomes, skills and knowledge required to provide IT advice and support to clients, including the communication of comprehensive technical information.

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

Prerequisites

Not applicable.

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 ability to:

investigate client support requests and provide a documented solution after consultation with client

convey comprehensive technical information to clients in a clear, concise, jargon-free and coherent manner

access technical manuals and ‘help’ documentation.

Context of and specific resources for assessment

Assessment must ensure access to:

sites, peers and supervisors for obtaining information

software, hardware and networks

help-desk repository, technical records and documentation

appropriate learning and assessment support when required

modified equipment for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of candidate investigating and providing advice and support on findings

review of candidate’s documented investigation and solution

evaluation of client feedback.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

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

analytical skills to review client requirements and provide advice and support on findings

communication skills to:

convey and clarify complex information

investigate and assess client needs

provide one-to-one instruction to client

customer-service skills to communicate with clients in a range of contexts at various levels

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

technical communication skills to write macros and templates.

Required knowledge

available in-house and vendor support

contract and service agreements with vendors

features of different types of hardware supported by the organisation

information sources

operating system (OS):

functions and basic features

supported by the organisation

security and network guidelines and procedures

software:

advanced features

functions

supported by the organisation.

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:

employee

external organisation

individual

internal department.

Investigation may include:

active listening to clients and colleagues

contacting vendor or maintenance organisations

on-site examination

questions and answers

reviewing technical advice about the organisation.

Advice and support may include:

hardware supported by the organisation:

CD or DVD drives

laptops

notebooks

printers

reconfiguration of settings

scanners

screens

identification of training needs for referral to supervisor

manuals

one-to-one training

provision of client documentation

software supported by the organisation:

creation of templates

generation of a complex report on a database

password and log-on procedure

statistical functions of spreadsheets

use of macros

vendor documentation.

Solution may include:

hardware:

new

upgrade

implementing a new system

software:

new

upgrade

user training.

Documentation may include:

additional support requirements

amount of technical support the client requires

client support solutions

collection of records for computer program, OS or hardware device

support issues affecting the 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
Check for new problems logged by client 
Check previous logs for similar problems or requests from client 
Investigate and document the support issues affecting the client 
Notify client of the results of investigation and provide advice and support on findings 
Obtain client feedback and make changes 
Confirm software, hardware or network requirements with client 
Investigate and document a solution 
Document additional requirements identified in the investigation and refer them to the client 
Obtain approval from the client to implement the solution 
Investigate and document the amount of technical support the client may require 
Discuss and agree the level of technical support identified with the client 
Arrange a time with the client when support will take place 
Provide technical support as part of group or one-to-one instruction to the client 
Provide manuals and help documentation to the client 
Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided 
Provide client with instructions on how to complete the form or use other means of providing feedback 
Distribute the evaluation or feedback to the client 
Review the feedback from the client to identify areas for improvement 

Forms

Assessment Cover Sheet

ICASAS305A - Provide IT advice to clients
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

ICASAS305A - Provide IT advice to clients

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: