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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to evaluate feedback on client support

communication skills to

effectively use questioning and active listening techniques

gather feedback from users

liaise with technical team members

initiative and enterprise skills to identify potential improvements to client support

literacy skills to

evaluate reports

prepare reports and update or amend system issues

read and interpret technical manuals and technical workplace documentation

review current support procedures and update accordingly based on feedback

problemsolving skills to determine issues around current methods of supporting users

Required knowledge

capacity planning

changecontrol procedures

clientbusiness domain

current industryaccepted hardware and software products including their general features and capabilities

help desk and maintenance practices

one or more changemanagement tools

quality assurance practices

role and level of stakeholder involvement

features and functions of the system under evaluation

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

identify comprehensive performance indicators to determine system performance and reliability related to both hardware and software

document the results

Context of and specific resources for assessment

Assessment must ensure access to

documentation standards

backup and recovery policies

database package with data

server and networked personal computer on which to conduct backup and recovery procedure

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 evaluation of system status

determining the system performance and reliability

verbal or written questioning to assess candidates knowledge of

current functionality of the system

implications of success and failure of proposed modifications and the required steps or procedures

review of candidates documentation of results of system test

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.

Scope may include:	data hardware maintenance networks personnel processes software support warranty.
System may include:	business computers financial system information system management system network network operating system software.
Organisational requirements may include:	preventative maintenance and diagnostic policy problem-solution processes roles and technical responsibilities in the IT department vendor and product service level agreements (SLAs) work environment.
Users may include:	department within the organisation person within a department third party.
Appropriate person may include:	authorised business representative client project manager supervisor.
Documentation may include:	audit trails client training International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards maintaining equipment inventory naming standards project-management templates and report writing satisfaction reports version control.