Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

ICANWK302A Mapping and Delivery Guide
Identify and resolve network problems

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICANWK302A - Identify and resolve network problems
Description This unit describes the performance outcomes, skills and knowledge required to document network-related problems, determine the resources required, solve the client problem or escalate the problem to a new support level.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to frontline technical support personnel responsible for maintaining network continuity by isolating and rectifying network problems as they arise.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Determine client requirements and identify if problem exists
  • Log calls from help-desk support staff
  • Determine and document problem based on client requirements
       
Element: 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
       
Element: 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 guidelines and environmental guidelines
       
Element: 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
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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:

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.

Context of and specific resources for assessment

Assessment must ensure access to:

network

hardware

diagnostic tools, components and software

records and reports

organisational guidelines and procedures

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:

identifying client problem and verifying the scope of support agreements

conducting diagnostic tests and carrying out maintenance support

verbal or written questioning to assess candidate’s knowledge of organisational escalation procedures

review of documentation provided by candidate about client’s problem and maintenance requirements.

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 non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to:

follow up with client

provide assistance according to organisational guidelines

provide clear and precise advice when logging calls from help-desk support staff

literacy skills to:

document initial problem and recommendations to solve problem

prepare maintenance report in line with organisational guidelines and support agreements

problem-solving skills to:

determine problems based on diagnostic tests

solve unknown problems in a range of contexts

team participation skills to escalate maintenance

technical skills to undertake maintenance tasks

Required knowledge

environmentally sound recycling and disposal procedures

networking procedures, including:

call logging

contracting and maintenance requirements

problem escalation procedures

inventory processes

network operating systems

organisational information relating to network problems

technical support agreements

features and functions of technical systems.

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.

Problem may include:

issues affecting immediate work environment:

servers

workstations

routine and non-routine problems.

Client may include:

employees

external organisations

individuals

internal departments.

Support agreements may include:

cost

performance from escalated support levels

replacement

time

warranty.

Organisational guidelines may include:

client-liaison policy

contracting arrangements relating to IT purchasing

logged call procedures

maintenance agreements

preventative maintenance and diagnostic policy

security procedures

warranties.

Components may include:

CD and DVD drives

central processing unit (CPU)

complementary metal oxide semiconductor (CMOS) battery

fax or modem cards

interface cards

motherboards

power supply

random access memory (RAM).

Environmental guidelines may include:

appropriate disposal or recycling of e-waste:

cathode ray tube (CRT) monitors

printed circuit boards

redundant hardware

recycling of packaging:

cardboard

paper

polystyrene.

Maintenance requirements may include:

on-site response

remote diagnostics

return to depot.

Solution may include:

hardware:

new

upgrade

implementing a new system

software:

new

upgrades

user training.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Log calls from help-desk support staff 
Determine and document problem based on client requirements 
Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements 
Provide assistance according to organisational guidelines 
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 guidelines and environmental guidelines 
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 

Forms

Assessment Cover Sheet

ICANWK302A - Identify and resolve network problems
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

ICANWK302A - Identify and resolve network problems

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: