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
analytical skills to evaluate feedback on client support
communication skills to:
effectively use questioning and active listening techniques
gather feedback from users
liaise with technical team members
initiative and enterprise skills to identify potential improvements to client support
literacy skills to:
evaluate reports
prepare reports and update or amend system issues
read and interpret technical manuals and technical workplace documentation
review current support procedures and update accordingly based on feedback
problem-solving skills to determine issues around current methods of supporting users.
Required knowledge
capacity planning
change-control procedures
client-business domain
current industry-accepted hardware and software products, including their general features and capabilities
help desk and maintenance practices
one or more change-management tools
quality assurance practices
role and level of stakeholder involvement
system testing
features and functions of the system under evaluation
system's current functionality.
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.
Scope may include: | data hardware maintenance networks personnel processes software support warranty. |
System may include: | business computers financial system information system management system network network operating system software. |
Organisational requirements may include: | preventative maintenance and diagnostic policy problem-solution processes roles and technical responsibilities in the IT department vendor and product service level agreements (SLAs) work environment. |
Users may include: | department within the organisation person within a department third party. |
Appropriate person may include: | authorised business representative client project manager supervisor. |
Documentation may include: | audit trails client training International Organization for Standardization (ISO), International Electrotechnical Commission (IEC) and Australian Standards (AS) standards maintaining equipment inventory naming standards project-management templates and report writing satisfaction reports version control. |
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