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 liaise with customers in the provision of customer services, including basic training
initiative and enterprise skills to work as a team member in the development of solutions and goals of a non-routine or contingency nature
literacy skills to:
evaluate and present information
write technical reports
planning and organisational skills to contribute to maintenance and continuity of IT operations and business functions
problem-solving skills to participate in development of strategic initiatives
technical skills to undertake low level programming and use a range of computer equipment.
Required knowledge
business scheduling requirements
client business domain
current industry-standard hardware and software products, including their general features and capabilities
diagnostic tools
help desk and maintenance practices
steps of maintenance procedures
one or more change-management tools
quality assurance practices
role of stakeholders and the degree of stakeholder involvement
current performance level of the system
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.
Software may include: | commercial customised in-house packaged. |
Equipment may include: | hard drives hubs modems and other connectivity devices, including digital subscriber line (DSL) modems monitors other peripheral devices personal computers personal digital assistants printers switches workstations. |
Documentation may follow: | audit trails client training International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards maintaining equipment inventory naming standards project management templates and report writing satisfaction reports version control. |
Requirements may be in reference to: | business network people in the organisation system. |
User may include: | person within a department department within the organisation third party. |
Service level agreement may exist for: | many different infrastructure services: application service providers (ASPs) communications carriers expectations regarding: charge back to business units penalties servicing internet service providers (ISPs) SLAs for vendor products workload and performance considerations. |
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