This unit applies to frontline technical support personnel responsible for maintaining network continuity by isolating and rectifying network problems as they arise.
Not applicable.
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 guidelines 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 |
Required skills
communication skills to:
follow up with client
provide assistance according to organisational guidelines
provide clear and precise advice when logging calls from help-desk support staff
literacy skills to:
document initial problem and recommendations to solve problem
prepare maintenance report in line with organisational guidelines and support agreements
problem-solving skills to:
determine problems based on diagnostic tests
solve unknown problems in a range of contexts
team participation skills to escalate maintenance
technical skills to undertake maintenance tasks
Required knowledge
environmentally sound recycling and disposal procedures
networking procedures, including:
call logging
contracting and maintenance requirements
problem escalation procedures
inventory processes
network operating systems
organisational information relating to network problems
technical support agreements
features and functions of technical systems.
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: 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. |
Context of and specific resources for assessment | Assessment must ensure access to: network hardware diagnostic tools, components and software records and reports organisational guidelines and procedures 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: identifying client problem and verifying the scope of support agreements conducting diagnostic tests and carrying out maintenance support verbal or written questioning to assess candidate’s knowledge of organisational escalation procedures review of documentation provided by candidate about client’s problem and maintenance requirements. |
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. |
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.
Problem may include: | issues affecting immediate work environment: servers workstations routine and non-routine problems. |
Client may include: | employees external organisations individuals internal departments. |
Support agreements may include: | cost performance from escalated support levels replacement time warranty. |
Organisational guidelines may include: | client-liaison policy contracting arrangements relating to IT purchasing logged call procedures maintenance agreements preventative maintenance and diagnostic policy security procedures warranties. |
Components may include: | CD and DVD drives central processing unit (CPU) complementary metal oxide semiconductor (CMOS) battery fax or modem cards interface cards motherboards power supply random access memory (RAM). |
Environmental guidelines may include: | appropriate disposal or recycling of e-waste: cathode ray tube (CRT) monitors printed circuit boards redundant hardware recycling of packaging: cardboard paper polystyrene. |
Maintenance requirements may include: | on-site response remote diagnostics return to depot. |
Solution may include: | hardware: new upgrade implementing a new system software: new upgrades user training. |
Networking
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.