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Elements and Performance Criteria

Required Skills

Required skills

basic analytical skills to

analyse historical fault data for information of relevance to existing faults

analyse test results

assess an existing problem and identify the main problem area

determine which equipment and maintenance procedures can be handled internally

communication skills to

follow up with client

liaise with technical team members

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

read and interpret technical manuals

record maintenance and fault data and equipment modifications according to organisational standards

planning and organisational skills to

balance competing and complex demands

make contingency arrangements

minimise disruption to client

organise maintenance

problemsolving skills to

determine problems based on diagnostic tests

solve unknown problems in a range of contexts

technical skills to

repair equipment or software in a timely organised manner

test suspected faulty equipment or software

undertake diagnostic and maintenance tasks

use current industryaccepted hardware and software testing and diagnostic tools

Required knowledge

equipment and software maintenance practices

helpdesk response level escalation procedures

operation and purpose of specified equipment

operation of technical diagnostic tools

quality assurance practices

relevant service level agreements SLAs to determine the conditions of the SLA cover

client warranty claims repair or replacement procedures

systems current functionality

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

undertake maintenance according to maintenance procedures

resolve a defined range of equipment and software problems

maintain accurate records according to organisational guidelines

Context of and specific resources for assessment

Assessment must ensure access to

maintenance procedures

technical environment with a variety of operational equipment software and tools

technical manuals records and documentation

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 testing suspected faulty equipment or software for possible failures or performance degradation and then analysing the test results

review of candidates plans for the repair or replacement of faulty equipment or software developed

review of maintenance records and fault data maintained and updated

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.

Equipment may include:	hard drives hubs or switches modems or other connectivity devices monitors other peripheral devices personal computers (PCs) personal digital assistants (PDAs) printers switches tablet PC workstations.
Maintenance may include:	on-site response remote diagnostics return to depot.
Appropriate person may include:	authorised business representative client supervisor system administrator.
Software may include:	application: database internet browser spreadsheet word-processing commercial customised in-house programming software: assembler C++, VB, Visual Fox Pro compiler development tools system: computer security device drivers operating system.
Client may include:	employee external organisation individual internal department.
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).
OHS standards may include:	correct posture electrical safety safe lifting methods.