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

ICTNWK302 Mapping and Delivery Guide
Determine and action network problems

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICTNWK302 - Determine and action network problems
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to document network related problems, determine solutions, or escalate problems to a new support level.It applies to individuals, working as frontline technical support personnel, who maintain network continuity by isolating and rectifying network problems as they arise.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the network industry, and include access to:

a network

hardware

diagnostic tools, components and software

records and reports

organisational guidelines and procedures.

Assessors must satisfy NVR/AQTF assessor requirements.
Prerequisites/co-requisites
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 requirements and identify if problem exists
  • Log calls from help-desk support staff
  • Determine and document problem based on client requirements
       
Element: Determine whether problem is covered by policy
  • Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements
  • Provide assistance according to organisational guidelines
       
Element: Carry out maintenance support on identified problem
  • Conduct diagnostic tests around identified problem
  • Complete maintenance according to organisational guidelines
  • Obtain new components as part of the resolution, where necessary
  • Store or dispose of components according to organisational and environmental guidelines
       
Element: Prepare maintenance report and confirm solution
  • Prepare maintenance report according to organisational guidelines and support agreements
  • Refer unresolved maintenance requirements to appropriate higher level service area
  • Follow up with the client to determine solution success and close the report
       


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine client requirements and identify if problem exists

1.1 Log calls from help-desk support staff

1.2 Determine and document problem based on client requirements

2. Determine whether problem is covered by policy

2.1 Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements

2.2 Provide assistance according to organisational guidelines

3. Carry out maintenance support on identified problem

3.1 Conduct diagnostic tests around identified problem

3.2 Complete maintenance according to organisational guidelines

3.3 Obtain new components as part of the resolution, where necessary

3.4 Store or dispose of components according to organisational and environmental guidelines

4. Prepare maintenance report and confirm solution

4.1 Prepare maintenance report according to organisational guidelines and support agreements

4.2 Refer unresolved maintenance requirements to appropriate higher level service area

4.3 Follow up with the client to determine solution success and close the report

Evidence of the ability to:

document network related problems and determine the required resources

solve client problems or escalate the problem according to organisational guidelines

maintain the network with minimal disruption to clients.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

explain environmentally sound recycling and disposal procedures

identify and summarise common networking procedures for:

call logging

contracting and maintenance requirements

problem escalation procedures

outline inventory processes

describe technical features and functions of network hardware and software systems

describe common network problems relating to organisational information

describe agreements used for technical support.

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine client requirements and identify if problem exists

1.1 Log calls from help-desk support staff

1.2 Determine and document problem based on client requirements

2. Determine whether problem is covered by policy

2.1 Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements

2.2 Provide assistance according to organisational guidelines

3. Carry out maintenance support on identified problem

3.1 Conduct diagnostic tests around identified problem

3.2 Complete maintenance according to organisational guidelines

3.3 Obtain new components as part of the resolution, where necessary

3.4 Store or dispose of components according to organisational and environmental guidelines

4. Prepare maintenance report and confirm solution

4.1 Prepare maintenance report according to organisational guidelines and support agreements

4.2 Refer unresolved maintenance requirements to appropriate higher level service area

4.3 Follow up with the client to determine solution success and close the report

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
Log calls from help-desk support staff 
Determine and document problem based on client requirements 
Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements 
Provide assistance according to organisational guidelines 
Conduct diagnostic tests around identified problem 
Complete maintenance according to organisational guidelines 
Obtain new components as part of the resolution, where necessary 
Store or dispose of components according to organisational and environmental guidelines 
Prepare maintenance report according to organisational guidelines and support agreements 
Refer unresolved maintenance requirements to appropriate higher level service area 
Follow up with the client to determine solution success and close the report 

Forms

Assessment Cover Sheet

ICTNWK302 - Determine and action network 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

ICTNWK302 - Determine and action network 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: