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

ICASAS410A Mapping and Delivery Guide
Identify and resolve client IT problems

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency ICASAS410A - Identify and resolve client IT problems
Description This unit defines the competency required to record and prioritise client support activities, determine the required resources, solve client IT problems or escalate as necessary.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to experienced technical support personnel, such as help-desk supervisors, IT support technicians, and user support specialists responsible for supporting end users.
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 problems
  • Determine client problem by using questioning or other techniques
  • Document responses of client for follow-up action
  • Examine logged requests to determine specific requirements
  • Take action where required to gain further information
  • Refer to a database of known problems to identify possible resolution options
       
Element: Prioritise client problems
  • Determine the scale of the problem based on information gathered
  • Establish and record relevant constraints
  • Undertake an impact analysis of the problem to determine severity and risks
  • 2.4 Prioritise the problem according to the organisation's escalation procedures
  • Provide advice and support to the client from database of known problems, where appropriate
       
Element: Refer problems where required
  • Investigate and apply the appropriate process to follow when referring problems to third parties
  • Provide third party with client and problem details as required
  • Document the advice and support provided by third party according to organisational guidelines, where appropriate
       
Element: Carry out maintenance
  • Obtain appropriate components for resolution in line with organisational guidelines
  • Complete maintenance in line with organisational guidelines
  • Store or dispose of used components following organisational environmental guidelines
       
Element: Prepare maintenance report
  • Prepare a maintenance report, including information about problems and resolution action
  • Forward maintenance report to client for feedback
       
Element: Confirm problem resolution
  • Obtain feedback from the client to ensure requirements have been met
  • Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate
       


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:

record and prioritise client support activities

determine the required resources

solve the client problem or escalate according to organisational guidelines or practices.

Context of and specific resources for assessment

Assessment must ensure access to:

sites with a representative range of current industry-standard hardware

sites with a representative range of current industry-standard software and diagnostic tools

technical records

organisational guidelines

vendor documentation

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:

undertaking maintenance and preparing a maintenance report

using database of known problems

review of maintenance report prepared by candidate

verbal or written questioning to assess candidate’s knowledge of maintaining and solving client computer problems.

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:

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

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Determine client problem by using questioning or other techniques 
Document responses of client for follow-up action 
Examine logged requests to determine specific requirements 
Take action where required to gain further information 
Refer to a database of known problems to identify possible resolution options 
Determine the scale of the problem based on information gathered 
Establish and record relevant constraints 
Undertake an impact analysis of the problem to determine severity and risks 
2.4 Prioritise the problem according to the organisation's escalation procedures 
Provide advice and support to the client from database of known problems, where appropriate 
Investigate and apply the appropriate process to follow when referring problems to third parties 
Provide third party with client and problem details as required 
Document the advice and support provided by third party according to organisational guidelines, where appropriate 
Obtain appropriate components for resolution in line with organisational guidelines 
Complete maintenance in line with organisational guidelines 
Store or dispose of used components following organisational environmental guidelines 
Prepare a maintenance report, including information about problems and resolution action 
Forward maintenance report to client for feedback 
Obtain feedback from the client to ensure requirements have been met 
Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate 

Forms

Assessment Cover Sheet

ICASAS410A - Identify and resolve client IT 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

ICASAS410A - Identify and resolve client IT 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: