Required skills

Customer service

Decision making involving discretion and judgement

Time management for self and others

Common problem identification and resolution

Questioning and active listening for conveying and clarifying information

Literacy skills for interpretation of technical manuals

Required knowledge

Principles of equal employment opportunity and antidiscrimination

Principles of OHampS

Broad general knowledge of operating systems functions and basic features

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

Broad knowledge of escalation procedures

Hardware and software supported by the organisation

Work group procedures

Inhouse or vendor support available

Security and network guidelines and procedures

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 record and prioritise client support activities determining the required resources solving the client problem or escalating according to organisational guidelines or practices

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

Hardware

Software and diagnostic tools

Documentation for records and reports

Context of and specific resources for assessment

The breadth depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and nonroutine Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a nonroutine or contingency nature

Assessment must ensure

Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic

Applications may involve responsibility for and limited organisation of others

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 Optimise system performance

ICAS4112B Optimise system performance

ICASC Identify and resolve common database performance problems

ICAS4113C Identify and resolve common database performance problems

ICASB Support system software

ICAS4127B Support system software

ICATB Locate equipment system and software faults

ICAT4221B Locate equipment, system and software faults

An individual demonstrating this competency would be able to

Demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

Apply solutions to a defined range of unpredictable problems

Identify and apply skill and knowledge areas to a wide variety of contexts with depth in some areas

Identify analyse and evaluate information from a variety of sources

Take responsibility for own outputs in relation to specified quality standards

Take limited responsibility for the quantity and quality of the output of others

Maintain knowledge of industry products and services

Client may include but is not limited to:

Problem may be in reference to:

network

Requirements may be in reference to:

network

Constraints may include but is not limited to:

Advice and support may include provision of:

Organisational guidelines may include but are not limited to:

Maintenance may include:

Components may include:

Environmentalguidelines may include but is not limited to:

Appropriate person may include: