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Elements and Performance Criteria

Determine client problems
Prioritise client problems
Refer problems where required
Carry out maintenance
Prepare maintenance report
- Prepare a maintenance report, including information about problems and resolution action
- Forward maintenance report to client for feedback
Confirm problem resolution
- Obtain feedback from the client to ensure requirements have been met
- Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate

Required Skills

Required skills

communication skills to

determine client problem by questioning

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

refer problems to third parties

literacy skills to

document initial problem and recommendations to solve problem

prepare maintenance report

read and interpret technical manuals

record maintenance and fault data

planning and organisational skills to

develop plans with prioritised tasks

minimise disruption to client

organise maintenance

problemsolving skills to

determine client problems based on logged requests

identify possible resolution options using a database of known problems

solve unknown problems in a range of contexts

technical skills to undertake diagnostic and maintenance tasks

Required knowledge

hardware and software products

currently in use

supported by the organisation

helpdesk or service desk structure and escalation procedures

functions and basic features of operating system

organisational structure

principles of equal employment opportunity and antidiscrimination relating to client IT problem

principles of OHS relating to client IT problem

security and network guidelines and procedures

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

record and prioritise client support activities

determine the required resources

solve the client problem or escalate according to organisational guidelines or practices

Context of and specific resources for assessment

Assessment must ensure access to

sites with a representative range of current industrystandard hardware

sites with a representative range of current industrystandard software and diagnostic tools

technical records

organisational guidelines

vendor 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

undertaking maintenance and preparing a maintenance report

using database of known problems

review of maintenance report prepared by candidate

verbal or written questioning to assess candidates knowledge of maintaining and solving client computer problems

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.

Client may include:	employee external organisation individual internal department.
Problem may be in reference to:	failure to: print load perform a feature correctly save login connect boot recognise peripheral devices failures in a range of IT areas, including: application programs business programs networks systems.
Requirements may be in reference to:	business employees network system.
Constraints may include:	budget hardware legal constraints policy resource software time.
Advice and support may include:	advice on hardware supported by the organisation: configuration of printers and scanners formatting of disks operation of printers setting of screen resolution advice on software used by the organisation: creating graphs formatting spreadsheets setting up email system setting up of word-processing documents for printing client documentation manuals vendor documentation.
Organisational guidelines may include:	communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments use of emails and internet access virus risk.
Maintenance may include:	24 hours a day, 7 days a week support business hours only support on-site response real-time online support remote diagnostics return to depot second-level support telephone support.
Components may include:	CD and DVD drives central processing unit (CPU) complementary metal oxide semiconductor (CMOS) battery fax or modem cards interface cards motherboards random access memory (RAM).
Environmental guidelines may include:	recycling of packaging: cardboard paper polystyrene recycling or disposal of e-waste: cathode ray tube (CRT) monitors printed circuit boards redundant hardware.
Appropriate person may include:	authorised business representative client help-desk person subject matter expert supervisor system administrator.