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Elements and Performance Criteria

Required Skills

Required skills

communication skills to

liaise with clients

negotiate with other team members

provide customer service

literacy skills to

analyse and evaluate information

document outcomes

planning and organisational skills to

conduct risk analysis for reviewing change procedures

maintain the continuity of IT operations and business functions

undertake basic training needs analysis

technical skills to apply methodology in fault diagnosis

Required knowledge

client support and maintenance practices

current industryaccepted hardware and software products including features and capabilities

details of the system under modification

one or more changemanagement tools

quality assurance practices with regard to locating and troubleshooting IT equipment system and software faults

change control procedures

system testing tools

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

develop a troubleshooting process

analyse and identify different faults

establish context and background information and determine the likely causes of the fault

obtain suitable tools and equipment and apply simple checks tests and faultfinding methodology

apply the recommended means to rectify fault

Context of and specific resources for assessment

Assessment must ensure access to

system to be diagnosed

diagnostic and faultfinding tools

technical and system documentation

organisational requirements for documenting solution

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 locating and rectifying faults

verbal or written questioning to assess knowledge of types of faults and implications

evaluation of written reports prepared by candidate outlining signs and symptoms of the problem test results interpretation and solution

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.

Troubleshooting process may include:	documenting findings, actions and outcomes establishing a theory of probable cause identifying the problem, such as by questioning the user identifying user changes to computer and performing backups before making changes implementing preventative measures implementing the solution planning to resolve the problem testing the theory to determine cause: if theory is confirmed determine next steps to resolve problem if theory is not confirmed re-establish new theory or escalate verifying full system functionality.
System may include:	computer systems hardware and software components network website.
Fault-finding tools may include:	for networking: mapping tools operating system tools open system interconnection (OSI) layered model Ping protocol analysers Telnet traceroute for programming: break points compilers debug trace.
Legislation, OHS requirements, codes, regulations and standards may include:	environmental considerations, such as: clean-up protection flashing lights gas and other hazard detection equipment identifying other services, including power and gas noise, dust and clean-up management safety barriers safety equipment stormwater protection trench guards warning signs and tapes waste management witches hats OHS and environmental requirements relating to decommissioning and isolating worksite and lines prior to commencement safe working practices, such as the safe use and handling of: asbestos chemicals materials special access requirements tools and equipment work platforms suitable light and ventilation.
Specific symptoms may include:	hardware-related symptoms: alerts excessive heat noise odours status light indicators visible damage, such as cable and plastic laptop or mobile devices: issues: keyboard pointer power conditions stylus video wireless card issues methods: check LCD cut-off switch check switch for built-in wi-fi antennas or external antennas plug in external monitor remove unneeded peripherals toggle Fn keys or hardware switches verify backlight functionality and pixilation verify power, such as LEDs, swap AC adapter operating system (OS) related symptoms: bluescreen system lock-up input or output device application install start or load Windows-specific printing problems print spool stalled incorrect or incompatible driver printers: manage print jobs print spooler printer properties and settings print a test page use documentation and resources, including: user or installation manuals internet or web-based training materials.
Problem may refer to:	network people in the organisation problem with the business system.
Solution may include:	business processes implementing a new system new hardware and hardware upgrades new software and software upgrades user training.
Common preventative maintenance may include:	backup procedures ensuring proper environment physical inspection power devices: appropriate source, such as power strip, surge protector or UPS scheduling preventative maintenance: check disk defrag scandisk start-up programs updates: driver firmware OS security use of appropriate repair tools and cleaning materials: compressed air computer vacuum and compressors lint free cloth.