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Elements and Performance Criteria

Required Skills

Required skills

communication skills to liaise with customers in the provision of customer services including basic training

initiative and enterprise skills to work as a team member in the development of solutions and goals of a nonroutine or contingency nature

literacy skills to

evaluate and present information

write technical reports

planning and organisational skills to contribute to maintenance and continuity of IT operations and business functions

problemsolving skills to participate in development of strategic initiatives

technical skills to undertake low level programming and use a range of computer equipment

Required knowledge

business scheduling requirements

client business domain

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

diagnostic tools

help desk and maintenance practices

steps of maintenance procedures

one or more changemanagement tools

quality assurance practices

role of stakeholders and the degree of stakeholder involvement

current performance level of the system

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

set up maintenance procedures to keep equipment and software operating

Context of and specific resources for assessment

Assessment must ensure access to

technical environment with a variety of operational equipment

technical manuals and tools

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 setting up maintenance procures

review of candidates documented procedures

verbal or written questioning to assess candidates knowledge of

preventative maintenance

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.

Software may include:	commercial customised in-house packaged.
Equipment may include:	hard drives hubs modems and other connectivity devices, including digital subscriber line (DSL) modems monitors other peripheral devices personal computers personal digital assistants printers switches workstations.
Documentation may follow:	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.
Requirements may be in reference to:	business network people in the organisation system.
User may include:	person within a department department within the organisation third party.
Service level agreement may exist for:	many different infrastructure services: application service providers (ASPs) communications carriers expectations regarding: charge back to business units penalties servicing internet service providers (ISPs) SLAs for vendor products workload and performance considerations.