This work requires the application of a combination of complex technical and problem-solving skills and is relevant to frontline service personnel who may resolve operating system issues by telephone, by connecting to an end user's system remotely, or by visiting an end user's desktop.

This unit describes the performance outcomes, skills and knowledge required to sustain users who run operating systems (OS) in a corporate or home environment.

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

Not applicable.

This unit contains employability skills.

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: install, configure and troubleshoot computer applications customise computer applications anticipate and respond to a range of security incidents.
Context of and specific resources for assessment	Assessment must ensure access to: appropriate OS installation CD or recovery boot discs computers with application errors samples of operating system patches stand-alone or networked personal computer appropriate learning and assessment support when required modified equipment for people with special needs.
Method of assessment	A range of assessment methods will be used to assess practical skills and knowledge for example: evaluation of a security breach and a non-functional mail box direct observation of the candidate troubleshooting and repairing corrupted data verbal or written questioning of typical systems and procedures of user support.
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.

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)

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 people working across different OS and levels of operation

literacy skills to read and interpret complex technical and non-technical information from a range of sources

planning and organisational skills to balance competing and complex demands

problem-solving skills to anticipate and respond to a range of security incidents.

Required knowledge

OS and office applications

sources of OS patches

specific features of security incidents

typical systems and procedures of user support.

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.

Application may include:	in-house applications network applications office applications programming applications terminal emulation applications.
Problems may include:	access to devices access to network resources keyboard emulation keyboard shortcuts screen resolution.
Security Incidents may include:	application of critical updates identification of virus attacks resetting forgotten password.

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

Assessment Cover Sheet

ICASAS421A - Support users and troubleshoot desktop applications

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

ICASAS421A - Support users and troubleshoot desktop applications

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: