Required skills

Strong customer service

Range of interpersonal and instructional communication

Decision making involving discretion and judgement

Time management for self and others

Problem solving known problems in a variety of contexts

Questioning and active listening for conveying and clarifying information

Literacy skills for interpretation of technical manuals

Required knowledge

Technical and organisational systems

Broad 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

IT terminology

Telephone fax and online functions and procedures

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 convey technical information to an individual client for their specific use in a clear concise and coherent manner with the meaning of technical jargon explained

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

Client requirements either directly or through a peer or supervisor

Context of and specific resources for assessment

Providing onetoone instruction requires sensitivity and skill in interpersonal communication and consideration should be given to privacy cultural accommodations and knowledge and understanding of the learner

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

ICAAC Determine and confirm client business expectations and needs

ICAA4041C Determine and confirm client business expectations and needs

An individual demonstrating this competency would be able to

Demonstrate empathy and understanding of the learner

Apply cultural accommodations when dealing with different cultures

Provide a set of solutions to a variety of predictable one on one problems

Perform one on one processes that require a range of welldeveloped skills where some discretion and judgement is required

Interpret available information using discretion and judgement

Take responsibility for outcomes when dealing with clients

Work may involve some responsibility for others

Participation in teams including group or team coordination may be involved

Additionally 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:

Organisational guidelines may include but are not limited to:

Instruction may include:

Documentation may follow:

Appropriateperson may include:

Further instruction requirements may include:

Requirements may be in reference to:

network