This unit applies to frontline technical support personnel who are required to apply preventative maintenance as well as repairing computer systems and equipment to keep them functioning.
Computer hardware and systems fall into disrepair often. This can be prevented by applying a system of preventative maintenance, which can include cleaning, applying service packs, and running malware detection and removal software.
This unit describes the performance outcomes, skills and knowledge required to carry out maintenance and fault repair according to organisational procedures, in order to keep equipment and software operating.
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:
undertake maintenance according to maintenance procedures
resolve a defined range of equipment and software problems
maintain accurate records according to organisational guidelines.
Context of and specific resources for assessment
Assessment must ensure access to:
maintenance procedures
technical environment with a variety of operational equipment, software and tools
technical manuals, 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 testing suspected faulty equipment or software for possible failures or performance degradation and then analysing the test results
review of candidate’s plans for the repair or replacement of faulty equipment or software developed
review of maintenance records and fault data maintained and updated.
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
basic analytical skills to:
analyse historical fault data for information of relevance to existing faults
analyse test results
assess an existing problem and identify the main problem area
determine which equipment and maintenance procedures can be handled internally
communication skills to:
follow up with client
liaise with technical team members
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
read and interpret technical manuals
record maintenance and fault data and equipment modifications, according to organisational standards
planning and organisational skills to:
balance competing and complex demands
make contingency arrangements
minimise disruption to client
organise maintenance
problem-solving skills to:
determine problems based on diagnostic tests
solve unknown problems in a range of contexts
technical skills to:
repair equipment or software in a timely, organised manner
test suspected faulty equipment or software
undertake diagnostic and maintenance tasks
use current industry-accepted hardware and software testing and diagnostic tools.
Required knowledge
equipment and software maintenance practices
help-desk response level escalation procedures
operation and purpose of specified equipment
operation of technical diagnostic tools
quality assurance practices
relevant service level agreements (SLAs) to determine the conditions of the SLA cover
client warranty claims, repair or replacement procedures
system's current functionality.
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.
Equipment may include:
hard drives
hubs or switches
modems or other connectivity devices
monitors
other peripheral devices
personal computers (PCs)
personal digital assistants (PDAs)
printers
switches
tablet PC
workstations.
Maintenance may include:
on-site response
remote diagnostics
return to depot.
Appropriate person may include:
authorised business representative
client
supervisor
system administrator.
Software may include:
application:
database
internet browser
spreadsheet
word-processing
commercial
customised
in-house
programming software:
assembler
C++, VB, Visual Fox Pro
compiler
development tools
system:
computer security
device drivers
operating system.
Client may include:
employee
external organisation
individual
internal department.
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).
OHS standards may include:
correct posture
electrical safety
safe lifting methods.
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
Examine and review specified equipment and maintenance procedures, in order to determine those procedures that can be handled internally
Organise and undertake internal maintenance, as specified in the maintenance procedures
Report problems promptly to appropriate person
Assess an existing problem situation and identify the main problem area
Test the suspected faulty equipment or software for possible failures or performance degradation, using available technology
Analyse the test results
Review historical fault data for information of relevance to existing faults
Develop plans, with prioritised tasks and contingency arrangements, for the repair or replacement of faulty equipment or software, with minimum disruption to client
Liaise with appropriate person to obtain approval for the plans
Obtain necessary components and repair the equipment or software in a timely, organised manner, following OHS standards
Record maintenance and fault data and equipment modifications, according to organisational standards
Identify and report instances where preventative measures are needed
Review and update maintenance and fault data and report outcomes periodically to appropriate person
Forms
Assessment Cover Sheet
ICASAS306A - Maintain equipment and software
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
ICASAS306A - Maintain equipment and software
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