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

ICTSAS305 Mapping and Delivery Guide
Provide ICT advice to clients

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTSAS305 - Provide ICT advice to clients
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to provide information and communications technology (ICT) advice and support to clients, including the communication of comprehensive technical information.It applies to frontline technical support individuals who work under a level of supervision but have responsibility for providing technical support.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.
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: Review client support issues
  • Check for new problems logged by client
  • Check previous logs for similar problems or requests from client
  • Investigate and document support issues affecting client
  • Notify client of the results of investigation and provide advice and support on findings
  • Obtain client feedback and make changes
       
Element: Provide advice on software, hardware or network
  • Confirm software, hardware or network requirements with client
  • Investigate and document a solution
  • Document additional requirements identified in the investigation and refer them to the client
  • Obtain approval from client to implement the solution
  • Investigate and document amount of technical support client may require
  • Discuss and agree level of technical support identified with client
  • Arrange time with client when support will take place
  • Provide technical support as part of group or one-to-one instruction to the client
  • Provide manuals and help documentation to client
       
Element: Obtain client feedback
  • Create an appropriate evaluation or feedback form or other mechanism to gather feedback about solution and support provided
  • Provide client with instructions on how to complete form or use other means of providing feedback
  • Distribute evaluation or feedback to client
  • Review feedback from client to identify areas for improvement
       


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. Review client support issues

1.1 Check for new problems logged by client

1.2 Check previous logs for similar problems or requests from client

1.3 Investigate and document support issues affecting client

1.4 Notify client of the results of investigation and provide advice and support on findings

1.5 Obtain client feedback and make changes

2. Provide advice on software, hardware or network

2.1 Confirm software, hardware or network requirements with client

2.2 Investigate and document a solution

2.3 Document additional requirements identified in the investigation and refer them to the client

2.4 Obtain approval from client to implement the solution

2.5 Investigate and document amount of technical support client may require

2.6 Discuss and agree level of technical support identified with client

2.7 Arrange time with client when support will take place

2.8 Provide technical support as part of group or one-to-one instruction to the client

2.9 Provide manuals and help documentation to client

3. Obtain client feedback

3.1 Create an appropriate evaluation or feedback form or other mechanism to gather feedback about solution and support provided

3.2 Provide client with instructions on how to complete form or use other means of providing feedback

3.3 Distribute evaluation or feedback to client

3.4 Review feedback from client to identify areas for improvement

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. Review client support issues

1.1 Check for new problems logged by client

1.2 Check previous logs for similar problems or requests from client

1.3 Investigate and document support issues affecting client

1.4 Notify client of the results of investigation and provide advice and support on findings

1.5 Obtain client feedback and make changes

2. Provide advice on software, hardware or network

2.1 Confirm software, hardware or network requirements with client

2.2 Investigate and document a solution

2.3 Document additional requirements identified in the investigation and refer them to the client

2.4 Obtain approval from client to implement the solution

2.5 Investigate and document amount of technical support client may require

2.6 Discuss and agree level of technical support identified with client

2.7 Arrange time with client when support will take place

2.8 Provide technical support as part of group or one-to-one instruction to the client

2.9 Provide manuals and help documentation to client

3. Obtain client feedback

3.1 Create an appropriate evaluation or feedback form or other mechanism to gather feedback about solution and support provided

3.2 Provide client with instructions on how to complete form or use other means of providing feedback

3.3 Distribute evaluation or feedback to client

3.4 Review feedback from client to identify areas for improvement

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
Check for new problems logged by client 
Check previous logs for similar problems or requests from client 
Investigate and document support issues affecting client 
Notify client of the results of investigation and provide advice and support on findings 
Obtain client feedback and make changes 
Confirm software, hardware or network requirements with client 
Investigate and document a solution 
Document additional requirements identified in the investigation and refer them to the client 
Obtain approval from client to implement the solution 
Investigate and document amount of technical support client may require 
Discuss and agree level of technical support identified with client 
Arrange time with client when support will take place 
Provide technical support as part of group or one-to-one instruction to the client 
Provide manuals and help documentation to client 
Create an appropriate evaluation or feedback form or other mechanism to gather feedback about solution and support provided 
Provide client with instructions on how to complete form or use other means of providing feedback 
Distribute evaluation or feedback to client 
Review feedback from client to identify areas for improvement 

Forms

Assessment Cover Sheet

ICTSAS305 - Provide ICT advice to clients
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

ICTSAS305 - Provide ICT advice to clients

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: