• ICAS3034B - Determine and action network problems

ICAS3034B
Determine and action network problems

This unit defines the competency required to document network related problems, determine the resources required, solve the client problem or escalate the problem to a new support level.The following units are linked and form an appropriate cluster:ICAD3218B Create user documentationICAD4217B Create technical documentationNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Prerequisites

ICAS3024B

Provide basic system administration

ICAT3025B

Run standard diagnostic tests


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Determine client requirements and ascertain 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 in accordance with organisationalguidelines

3. Carry out maintenance support on identified problem

3.1. Conduct diagnostic tests around identified problem

3.2. Complete maintenance in line with organisationalguidelines

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

3.4. Store or dispose of components in accordance with organisational guidelines and environmental guidelines

4. Prepare maintenance report and verify solution

4.1. Prepare maintenance report in line with organisationalguidelines and support agreements

4.2. Escalate maintenance requirements to appropriate area, as required

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

Required Skills

Required skills

Diagnostic skills on networks

Solving unknown problems in a range of contexts

Inventory skills

Customer service skills in a range of contexts at various levels

Required knowledge

Organisational information relating to logging calls, and contracting and maintenance arrangements

Inventory processes

Technical support agreements

Technical systems

Evidence Required

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 substantiate the ability to document network-related problems, determine the required resources, solve the client problems or escalate the problem in accordance with organisational guidelines. The network is to be maintained with minimal disruption to clients.

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

Hardware

Diagnostic tools and software

Records and reports

Context of and specific resources for assessment

The breadth, depth and complexity of knowledge and skills in this competency would cover selecting, adapting and transferring skills and knowledge to new environments and providing technical advice and some leadership in resolution of specified problems. This would be applied across a range of roles in a variety of contexts with some complexity in the extent and choice of options available.

Assessment must ensure:

Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the section of equipment, services or contingency measures and within known time constraints would be characteristic.

Applications may involve some responsibility for others. Participation in teams including group or team coordination may be involved.

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:

ICAD3218B Create user documentation

ICAD4217B Create technical documentation

An individual demonstrating this competency would be able to:

Demonstrate some relevant theoretical knowledge

Apply a range of well-developed skills

Apply known solutions to a variety of predictable problems

Perform processes that require a range of well-developed skills where some discretion and judgement is required

Interpret available information, using discretion and judgement

Take responsibility for own outputs in work and learning

Take limited responsibility for the output of others

Maintain knowledge of industry products and services


Range Statement

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:

routine or non-routine problems that may affect the immediate work environment, particularly in relation to using equipment such as workstations, servers

Support agreements may include:

time

cost

warranty

replacement

performance from escalated support levels

Organisation guidelines may include but are not limited to:

security procedures

logged call procedures

client liaison policy

preventative maintenance and diagnostic policy

maintenance agreements

warranties

contracting arrangements relating to IT purchasing

Client may include but is not limited to:

internal departments

external organisations

individual people

employees

Maintenance requirements may include:

on-site response

remote diagnostics

return to depot

Environmental guidelines may include but are not limited to:

recycling

safe disposal of any packaging (e.g. cardboard, polystyrene, paper, plastic)

correct disposal of redundant hardware (e.g. hard-drives, circuit boards)

Components may include:

motherboards

CMOS battery

central processing unit (CPU)

CD and DVD drives

interface cards

drives

fax/modem cards

RAM upgrades

CPU upgrades

Solution may include but is not limited to:

new hardware

hardware upgrades

new software

software upgrades

user training

implementing a new system


Sectors

Unit sector

Support


Employability Skills

This unit contains employability skills.


Licensing Information

Refer to Unit Descriptor