Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Determine client requirements and identify if problem exists
   • Log calls from help-desk support staff
   • Determine and document problem based on client requirements
2. Determine whether problem is covered by policy
   • Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements
   • Provide assistance according to organisational guidelines
3. Carry out maintenance support on identified problem
   • Conduct diagnostic tests around identified problem
   • Complete maintenance according to organisational guidelines
   • Obtain new components as part of the resolution, where necessary
   • Store or dispose of components according to organisational and environmental guidelines
4. Prepare maintenance report and confirm solution
   • Prepare maintenance report according to organisational guidelines and support agreements
   • Refer unresolved maintenance requirements to appropriate higher level service area
   • Follow up with the client to determine solution success and close the report

Performance Evidence

Evidence of the ability to:

document network related problems and determine the required resources

solve client problems or escalate the problem according to organisational guidelines

maintain the network with minimal disruption to clients.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain environmentally sound recycling and disposal procedures

identify and summarise common networking procedures for:

call logging

contracting and maintenance requirements

problem escalation procedures

outline inventory processes

describe technical features and functions of network hardware and software systems

describe common network problems relating to organisational information

describe agreements used for technical support.

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