Required skills

Customer service skills in relation to maintenance procedures

Handling difficult clients skills in relation to maintenance procedures

Conflict resolution skills in relation to maintenance procedures

Decision making in a limited range of options

Literacy for general workplace documentation

Problem solving skills for a defined range of predictable problems

Plain English literacy and communication skills in relation to analysis evaluation and presentation of information

Facilitation and presentation skills in relation to transferring and collecting information

Negotiation skills in relation to other team members and applied to a defined range of predictable problems

Required knowledge

Broad general knowledge of OHampS procedures for electrical equipment

Detailed knowledge of inventory procedures

Organisational guidelines relating to external suppliers and vendors

General understanding of technical systems

Broad knowledge of operating systems

Broad knowledge of help desk and maintenance practices

Current industryaccepted hardware and software products with broad knowledge of general features and capabilities and detailed knowledge in some areas

Broad knowledge of inputoutput devices

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

Assessment must confirm the ability to safely connect hardware peripherals according to vendor instructions with a minimum of down time to the system Competency is required in the connection of five different peripherals Ability to interpret vendor manuals in relation to the storage and connection of hardware peripherals is demonstrated OHampS regulations relating to working with electrical equipment are adhered to

To demonstrate competency in this unit the learner will require access to

Organisations hardware blueprint

Vendor support staff on call if assessment is a live activity

Additional staff if required to support the assessment

Hardware peripherals and workstation

Context of and specific resources for assessment

The breadth depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear There would generally be limited complexity in the range of operations to be applied

Assessment must ensure

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic

Applications may include some complex or nonroutine activities involving individual responsibility or autonomy andor collaboration with others as part of a group or team

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace In undertaking training and assessment activities related to this unit consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs Additional guidance on these and related matters is provided in ICA Section

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts This unit can be assessed either in the workplace or in a simulated environment However simulated activities must closely reflect the workplace to enable full demonstration of competency

Assessment will usually include observation of real or simulated work processes and procedures andor performance in a project context as well as questioning on underpinning knowledge and skills The questioning of team members supervisors subordinates peers and clients where appropriate may provide valuable input to the assessment process The interdependence of units for assessment purposes may vary with the particular project or scenario

Guidance information for assessment

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

ICASB Maintain inventories for equipment software and documentation

ICAS2008B Maintain inventories for equipment, software and documentation

ICASB Record client support requirements

ICAS2016B Record client support requirements

ICASB Maintain system integrity

ICAS2017B Maintain system integrity

ICAUB Operate computer hardware

ICAU2005B Operate computer hardware

ICAUB Maintain equipment and consumables

ICAU2007B Maintain equipment and consumables

An individual demonstrating this competency would be able to

Demonstrate basic operational knowledge in a moderate range of areas

Apply a defined range of skills

Apply known solutions to a limited range of predictable problems

Perform a range of tasks where choice between a limited range of options is required

Assess and record information from varied sources

Take limited responsibility for own outputs in work and learning

Maintain knowledge of industry products and services

Peripherals may include but are not limited to:

Organisationalstandards may include but are not limited to:

Appropriate person may include:

Operating system may include:

Client may include but is not limited to:

Equipment may include but is not limited to:

OH&S standards may include:

Environmental considerations may include: