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

ICASAS202A Mapping and Delivery Guide
Apply problem-solving techniques to routine IT malfunctions

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICASAS202A - Apply problem-solving techniques to routine IT malfunctions
Description This unit describes the performance outcomes, skills and knowledge required to apply problem-solving techniques to determine the origin of a routine malfunction and plan for its resolution.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to frontline technical support personnel who are required to identify technical malfunctions, determine appropriate remedial action and recommend potential solutions. Communicating effectively, simplifying technical problems and determining potential solutions are key components of this support role.
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: Identify routine problems
  • Identify hardware, software, user or procedural problem areas to appropriate person in the organisation
  • Define and determine problem to be investigated
  • identify and document current conditions of the hardware, software, user or problem
       
Element: Research solutions to routine problems
  • Identify potential solutions to problem
  • Develop document, rank and present recommendations about possible solutions to the appropriate person for decision
       
Element: Recommend solutions to problems
  • Plan implementation of solutions
  • Plan evaluation of implemented solutions
  • Document the recommended solution and submit to the appropriate person for confirmation
       


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:

apply problem-solving techniques to determine the root cause of a routine malfunction

document recommended solutions to problems following established procedures and referring unresolved problems to support persons.

Context of and specific resources for assessment

Assessment must ensure access to:

a workstation

detailed information relating to organisational processes and procedures

information on a range of information technology (IT) business solutions

appropriate learning and assessment support when required.

Where applicable, physical resources should include equipment modified 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 and defining the problem

direct observation of candidate documenting the details of the problem

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

review of documentation provided by candidate about possible problems, recommended solutions, and their implementation and evaluation.

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:

provide clear and precise advice that varies according to audience

use questioning and active listening to clarify general information

literacy skills to document:

initial problems

recommendations to solve problems

customer-service skills to effectively deal with clients

organisational skills to use time management and prioritise work requests

research skills to source basic information from readily available sources

technical skills to:

identify routine malfunctions

rank recommendations about possible solutions.

Required knowledge

current industry hardware and software products and services

current industry maintenance, service and help-desk practices, processes and procedures

current operating systems

current industry standard diagnostic tools.

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.

Appropriate person may include:

authorised business representative

client

help-desk person

subject matter expert

supervisor

system administrator.

Hardware may include:

cabling

modems or other connectivity devices

networks

personal computers

remote sites

servers

workstations.

Software may include:

application:

database

internet browser

spreadsheet

word-processing

commercial

customised

in-house

programming:

assembler

compiler

development tools

system:

computer security

device drivers

operating system.

User may include:

contractor

department within the organisation

person within a department

support staff

third party.

Problem may include:

routine malfunction that affects the work environment:

cable fault

complementary metal oxide semiconductor (CMOS) battery failure

computer freeze

faulty motherboard

hard drive crash

incompatible software

insufficient memory

loss of internet access

malware

virus.

Solutions may include:

hardware:

renew

upgrade

software:

reload

renew

upgrades

user training

implementing a new system.

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
Identify hardware, software, user or procedural problem areas to appropriate person in the organisation 
Define and determine problem to be investigated 
identify and document current conditions of the hardware, software, user or problem 
Identify potential solutions to problem 
Develop document, rank and present recommendations about possible solutions to the appropriate person for decision 
Plan implementation of solutions 
Plan evaluation of implemented solutions 
Document the recommended solution and submit to the appropriate person for confirmation 

Forms

Assessment Cover Sheet

ICASAS202A - Apply problem-solving techniques to routine IT malfunctions
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

ICASAS202A - Apply problem-solving techniques to routine IT malfunctions

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: