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

ICASAS420A Mapping and Delivery Guide
Provide first-level remote help-desk support

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICASAS420A - Provide first-level remote help-desk support
Description This unit describes the performance outcomes, skills and knowledge required to resolve first-level user support difficulties or change requests remotely.
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 who provide remote help-desk support to clients.
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:
       


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:

resolve first-level user support difficulties remotely

demonstrate customer-service skills

document problem resolution.

Context of and specific resources for assessment

Assessment must ensure access to:

customer-service policies

user support policies

escalation procedures

communications hardware

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 providing advice and support to clients

evaluation of candidate’s resolved call documentation

verbal or written questioning to determine candidate’s knowledge of:

client support procedures

help or service desk operation.

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

analytical skills to review client requirements and provide advice and support on findings

communication skills to:

convey and clarify complex information

discuss product and service matters with potential customers

investigate and assess client needs

provide one-to-one instruction to client

provide service related to communicating about using systems for recording and accessing information

literacy skills to:

document:

additional requirements

amount of technical support the client may require

solutions

support issues affecting the client

interpret user manuals, for the purpose of resolving client problems and guiding clients through manuals

develop reports

technical skills to write macros and templates.

Required knowledge

customer service policies

escalation procedures in a clearly defined range of contexts

OHS procedures related to the work environment and organisational requirements

user support policies of limited complexity related to known or commonly-used options.

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.

User support may include:

customer contact centre by phone

email

other real-time support structures

real-time website support.

Organisational guidelines may include:

communication methods

content of emails

dispute resolution

document procedures and templates

downloading information and accessing particular websites

financial control mechanisms

mobile equipment

opening mail with attachments

personal use of emails and internet access

virus risk.

Client may include:

employee

external organisation

individual

internal department.

Software may include:

commercial

customised

in-house

packaged.

Hardware may include:

modems or other connectivity devices, including digital subscriber line (DSL) modems

networks

personal computers

remote sites

servers

wireless connections

workstations.

Application may include:

data and voice integration

database programs

email programs

internet browsers

spreadsheets

system browsers

word-processing.

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

Forms

Assessment Cover Sheet

ICASAS420A - Provide first-level remote help-desk support
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

ICASAS420A - Provide first-level remote help-desk support

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: