ELEMENT

PERFORMANCE CRITERIA

1. Identify problems

1.1. Identify hardware, software, user or procedural problem areas to appropriate person in the organisation

1.2. Define and determine problem to be investigated

1.3. Objectively identify and document current conditions of the hardware, software, user or problem

2. Recommend solutions to problem

2.1. Identify potential solutions to problem

2.2. Develop, document, rank and present recommendations about possible solutions to the appropriate person for decision

2.3. Plan the implementation of solutions

2.4. Plan the evaluation of solutions

2.5. Document the recommended solution and submit to the appropriate person for confirmation

Required skills

Decision making within a limited range of options

Clear and precise communication that varies according to audience

Team participation

Time management as applied to self-management

Analytical skills in relation to routine malfunctions

Customer service skills

Questioning and active listening to clarify general information

Required knowledge

Broad knowledge of help desk and maintenance practices

Current industry-accepted hardware and software products, with broad knowledge of general features and capabilities and detailed knowledge in some areas

Broad knowledge of the operating system

Broad knowledge of current industry practices

Broad knowledge of diagnostic tools

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 following is essential:

Assessment must confirm the ability to apply problem solving techniques to determine the root cause of a routine malfunction or to refer the problem according to escalation procedures.

To demonstrate competency in this unit the learner will require access to:

Detailed information relating to organisational processes

Business objectives

Information on a range of IT business solutions

Work station

Context of and specific resources for assessment

The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied.

Assessment must ensure:

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic.

Applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICAD2003B Receive and process oral and written communication

An individual demonstrating this competency would be able to:

Demonstrate basic operational knowledge in a moderate range of areas

Apply a defined range of skills

Apply known solutions to a limited range of predictable problems

Perform a range of tasks where choice between a limited range of options is required

Assess and record information from varied sources

Take limited responsibility for own outputs in work and learning

Maintain knowledge of industry products and services

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.

Appropriate person may include:

supervisor

teacher

authorised business representative

client

Hardware may include:

Workstations, personal computers

Modems or other connectivity devices

Networks

Remote sites

Servers

Software may include but is not limited to:

commercial, in-house, packaged or customised software

User may include:

a person within a department

a department within the organisation

a third party

Solutions may include but is not limited to:

new hardware

hardware upgrades

new software

software upgrades

user training

implementing a new system

Problem may include:

routine malfunctions or problems that affect the immediate work environment, particularly in relation to using equipment such as workstations, keyboards, peripherals

Unit sector

Support

This unit contains employability skills.