This unit applies to frontline technical support personnel who are required to identify technical malfunctions, determine appropriate remedial action and recommend potential solutions. Communicating effectively, simplifying technical problems and determining potential solutions are key components of this support role.
Not applicable.
1. Identify routine 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 identify and document current conditions of the hardware, software, user or problem |
2. Research solutions to routine problems | 2.1 Identify potential solutions to problem 2.2 Develop document, rank and present recommendations about possible solutions to the appropriate person for decision |
3. Recommend solutions to problems | 3.1 Plan implementation of solutions 3.2 Plan evaluation of implemented solutions 3.3 Document the recommended solution and submit to the appropriate person for confirmation |
Required skills
communication skills to:
provide clear and precise advice that varies according to audience
use questioning and active listening to clarify general information
literacy skills to document:
initial problems
recommendations to solve problems
customer-service skills to effectively deal with clients
organisational skills to use time management and prioritise work requests
research skills to source basic information from readily available sources
technical skills to:
identify routine malfunctions
rank recommendations about possible solutions.
Required knowledge
current industry hardware and software products and services
current industry maintenance, service and help-desk practices, processes and procedures
current operating systems
current industry standard 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 ability to: apply problem-solving techniques to determine the root cause of a routine malfunction document recommended solutions to problems following established procedures and referring unresolved problems to support persons. |
Context of and specific resources for assessment | Assessment must ensure access to: a workstation detailed information relating to organisational processes and procedures information on a range of information technology (IT) business solutions appropriate learning and assessment support when required. Where applicable, physical resources should include equipment modified 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 and defining the problem direct observation of candidate documenting the details of the problem verbal or written questioning to assess candidate’s knowledge of enterprise escalation procedures review of documentation provided by candidate about possible problems, recommended solutions, and their implementation and evaluation. |
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.
Appropriate person may include: | authorised business representative client help-desk person subject matter expert supervisor system administrator. |
Hardware may include: | cabling modems or other connectivity devices networks personal computers remote sites servers workstations. |
Software may include: | application: database internet browser spreadsheet word-processing commercial customised in-house programming: assembler compiler development tools system: computer security device drivers operating system. |
User may include: | contractor department within the organisation person within a department support staff third party. |
Problem may include: | routine malfunction that affects the work environment: cable fault complementary metal oxide semiconductor (CMOS) battery failure computer freeze faulty motherboard hard drive crash incompatible software insufficient memory loss of internet access malware virus. |
Solutions may include: | hardware: renew upgrade software: reload renew upgrades user training implementing a new system. |
Systems administration and support
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.