Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Determine client requirements and identify if problem exists
  2. Determine whether problem is covered by policy
  3. Carry out maintenance support on identified problem
  4. Prepare maintenance report and confirm solution

Required Skills

Required skills

communication skills to

follow up with client

provide assistance according to organisational guidelines

provide clear and precise advice when logging calls from helpdesk support staff

literacy skills to

document initial problem and recommendations to solve problem

prepare maintenance report in line with organisational guidelines and support agreements

problemsolving skills to

determine problems based on diagnostic tests

solve unknown problems in a range of contexts

team participation skills to escalate maintenance

technical skills to undertake maintenance tasks

Required knowledge

environmentally sound recycling and disposal procedures

networking procedures including

call logging

contracting and maintenance requirements

problem escalation procedures

inventory processes

network operating systems

organisational information relating to network problems

technical support agreements

features and functions of technical systems

Evidence Required

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

document networkrelated problems and determine the required resources

solve client problems or escalate the problem according to organisational guidelines

maintain the network with minimal disruption to clients

Context of and specific resources for assessment

Assessment must ensure access to

network

hardware

diagnostic tools components and software

records and reports

organisational guidelines and procedures

appropriate learning and assessment support when required

modified equipment for people with special needs

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 observation of candidate

identifying client problem and verifying the scope of support agreements

conducting diagnostic tests and carrying out maintenance support

verbal or written questioning to assess candidates knowledge of organisational escalation procedures

review of documentation provided by candidate about clients problem and maintenance requirements

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 nonEnglish speaking background may need additional support

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge


Range Statement

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.

Problem may include:

issues affecting immediate work environment:

servers

workstations

routine and non-routine problems.

Client may include:

employees

external organisations

individuals

internal departments.

Support agreements may include:

cost

performance from escalated support levels

replacement

time

warranty.

Organisational guidelines may include:

client-liaison policy

contracting arrangements relating to IT purchasing

logged call procedures

maintenance agreements

preventative maintenance and diagnostic policy

security procedures

warranties.

Components may include:

CD and DVD drives

central processing unit (CPU)

complementary metal oxide semiconductor (CMOS) battery

fax or modem cards

interface cards

motherboards

power supply

random access memory (RAM).

Environmental guidelines may include:

appropriate disposal or recycling of e-waste:

cathode ray tube (CRT) monitors

printed circuit boards

redundant hardware

recycling of packaging:

cardboard

paper

polystyrene.

Maintenance requirements may include:

on-site response

remote diagnostics

return to depot.

Solution may include:

hardware:

new

upgrade

implementing a new system

software:

new

upgrades

user training.