Required skills

analytical skills to research identify and use information effectively

communication skills to maintain effective customer contact while using information systems

interpersonal skills to establish rapport and to build relationships with customers

information technology skills to use organisational information systems effectively and efficiently

literacy skills to accurately read interpret and record information

numeracy skills to effectively read validate and calculate data and information

problemsolving skills to analyse and resolve issues with information systems

Required knowledge

computer and system troubleshooting principles

enterprise business systems and operating platforms relevant to role

enterprise policies procedures and guidelines regarding the use and security of information systems

escalation process for reporting information technology issues

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 following is essential

efficient and effective navigation of systems to locate required information

accurate use of codes used to locate data

accurate entering of data onto the system

checks to ensure data is captured in accordance with established procedures

identification and analysis of errors and reporting including recommendations

knowledge of enterprise policies procedures and guidelines regarding the use and security of information systems

Context of and specific resources for assessment

Assessment must ensure

access to relevant standards and guidelines for use of systems

access to workplace information and data

access to quality assurance and system user error reports

access to troubleshooting reports and escalation reports

access to work environment to observe operation of systems

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 questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

direct observation of use of systems

review of data entry

feedback from quality assurance program

review of performance management reports

oral andor written questioning to assess knowledge of systems and organisational requirements security and operational

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBITUA Operate a personal computer

BSBITU101A Operate a personal computer

ICAITUA Send and retrieve information over the internet using browsers and email

ICAITU133A Send and retrieve information over the internet using browsers and email.

Log on may include:

Information systems may include:

Customer may include:

Information may include:

Errors may include:

Stakeholders may include: