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:
determine client problem by questioning
follow up with client
liaise with technical team members
provide assistance according to organisational guidelines
provide clear and precise advice when logging calls from help-desk support staff
refer problems to third parties
literacy skills to:
document initial problem and recommendations to solve problem
prepare maintenance report
read and interpret technical manuals
record maintenance and fault data
planning and organisational skills to:
develop plans with prioritised tasks
minimise disruption to client
organise maintenance
problem-solving skills to:
determine client problems based on logged requests
identify possible resolution options using a database of known problems
solve unknown problems in a range of contexts
technical skills to undertake diagnostic and maintenance tasks.
Required knowledge
hardware and software products:
currently in use
supported by the organisation
help-desk or service desk structure and escalation procedures
functions and basic features of operating system
organisational structure
principles of equal employment opportunity and anti-discrimination relating to client IT problem
principles of OHS relating to client IT problem
security and network guidelines and procedures.
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.
Client may include: | employee external organisation individual internal department. |
Problem may be in reference to: | failure to: print load perform a feature correctly save login connect boot recognise peripheral devices failures in a range of IT areas, including: application programs business programs networks systems. |
Requirements may be in reference to: | business employees network system. |
Constraints may include: | budget hardware legal constraints policy resource software time. |
Advice and support may include: | advice on hardware supported by the organisation: configuration of printers and scanners formatting of disks operation of printers setting of screen resolution advice on software used by the organisation: creating graphs formatting spreadsheets setting up email system setting up of word-processing documents for printing client documentation manuals vendor documentation. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments use of emails and internet access virus risk. |
Maintenance may include: | 24 hours a day, 7 days a week support business hours only support on-site response real-time online support remote diagnostics return to depot second-level support telephone support. |
Components may include: | CD and DVD drives central processing unit (CPU) complementary metal oxide semiconductor (CMOS) battery fax or modem cards interface cards motherboards random access memory (RAM). |
Environmental guidelines may include: | recycling of packaging: cardboard paper polystyrene recycling or disposal of e-waste: cathode ray tube (CRT) monitors printed circuit boards redundant hardware. |
Appropriate person may include: | authorised business representative client help-desk person subject matter expert supervisor system administrator. |
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