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 clients
negotiate with other team members
provide customer service
work in teams
literacy skills to:
analyse and evaluate information
document outcomes
planning and organisational skills to:
conduct risk analysis for reviewing change procedures
maintain the continuity of IT operations and business functions
undertake basic training needs analysis
technical skills to apply methodology in fault diagnosis.
Required knowledge
client support and maintenance practices
current industry-accepted hardware and software products, including features and capabilities
details of the system under modification
one or more change-management tools
quality assurance practices with regard to locating and troubleshooting IT equipment, system and software faults
change control procedures
system testing tools
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.
Troubleshooting process may include: | documenting findings, actions and outcomes establishing a theory of probable cause identifying the problem, such as by questioning the user identifying user changes to computer and performing backups before making changes implementing preventative measures implementing the solution planning to resolve the problem testing the theory to determine cause: if theory is confirmed determine next steps to resolve problem if theory is not confirmed re-establish new theory or escalate verifying full system functionality. |
System may include: | computer systems hardware and software components network website. |
Fault-finding tools may include: | for networking: mapping tools operating system tools open system interconnection (OSI) layered model Ping protocol analysers Telnet traceroute for programming: break points compilers debug trace. |
Legislation, OHS requirements, codes, regulations and standards may include: | environmental considerations, such as: clean-up protection flashing lights gas and other hazard detection equipment identifying other services, including power and gas noise, dust and clean-up management safety barriers safety equipment stormwater protection trench guards warning signs and tapes waste management witches hats OHS and environmental requirements relating to decommissioning and isolating worksite and lines prior to commencement safe working practices, such as the safe use and handling of: asbestos chemicals materials special access requirements tools and equipment work platforms suitable light and ventilation. |
Specific symptoms may include: | hardware-related symptoms: alerts excessive heat noise odours status light indicators visible damage, such as cable and plastic laptop or mobile devices: issues: keyboard pointer power conditions stylus video wireless card issues methods: check LCD cut-off switch check switch for built-in wi-fi antennas or external antennas plug in external monitor remove unneeded peripherals toggle Fn keys or hardware switches verify backlight functionality and pixilation verify power, such as LEDs, swap AC adapter operating system (OS) related symptoms: bluescreen system lock-up input or output device application install start or load Windows-specific printing problems print spool stalled incorrect or incompatible driver printers: manage print jobs print spooler printer properties and settings print a test page use documentation and resources, including: user or installation manuals internet or web-based training materials. |
Problem may refer to: | network people in the organisation problem with the business system. |
Solution may include: | business processes implementing a new system new hardware and hardware upgrades new software and software upgrades user training. |
Common preventative maintenance may include: | backup procedures ensuring proper environment physical inspection power devices: appropriate source, such as power strip, surge protector or UPS scheduling preventative maintenance: check disk defrag scandisk start-up programs updates: driver firmware OS security use of appropriate repair tools and cleaning materials: compressed air computer vacuum and compressors lint free cloth. |
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