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:
determine the impact of policy changes
evaluate feedback on client support policy
communication skills to:
effectively use questioning and active listening techniques
gather feedback from users
liaise with technical team members
initiative and enterprise skills to identify potential improvements to client support policies
literacy skills to:
evaluate reports
prepare reports and update or amend support policies
read and interpret technical manuals and technical workplace documentation
review current support procedures and update accordingly based on feedback
problem-solving skills to determine issues around current methods of supporting users.
Required knowledge
current trends and issues in IT
organisational guidelines for client maintenance and administration
organisational policy for access and security
review process and its stages.
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. |
User may include: | department within the organisation person within a department third party. |
Appropriate person may include: | authorised business representative client IT manager project manager supervisor team leader user support specialist. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk. |
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