ICASAS421A
Support users and troubleshoot desktop applications

This unit describes the performance outcomes, skills and knowledge required to sustain users who run operating systems (OS) in a corporate or home environment.

Application

This work requires the application of a combination of complex technical and problem-solving skills and is relevant to frontline service personnel who may resolve operating system issues by telephone, by connecting to an end user's system remotely, or by visiting an end user's desktop.


Prerequisites

Not applicable.


Elements and Performance Criteria

1. Install, configure and troubleshoot applications

1.1 Install

1.2 Configure and customise application within user environment

1.3 Resolve application problems

2. Resolve issues related to usability, customisation and connectivity

2.1 Determine problems

2.2 Research solutions

2.3 Recommend solutions to client

2.4 Resolve issues

3. Configure application security

3.1 Identify and troubleshoot problems related to security permissions

3.2 Identify and respond to security incidents

3.3 Manage application security settings

Required Skills

Required skills

communication skills to liaise with people working across different OS and levels of operation

literacy skills to read and interpret complex technical and non-technical information from a range of sources

planning and organisational skills to balance competing and complex demands

problem-solving skills to anticipate and respond to a range of security incidents.

Required knowledge

OS and office applications

sources of OS patches

specific features of security incidents

typical systems and procedures of user support.

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 ability to:

install, configure and troubleshoot computer applications

customise computer applications

anticipate and respond to a range of security incidents.

Context of and specific resources for assessment

Assessment must ensure access to:

appropriate OS installation CD or recovery boot discs

computers with application errors

samples of operating system patches

stand-alone or networked personal computer

appropriate learning and assessment support when required

modified equipment for people with special needs.

Method of assessment

A range of assessment methods will be used to assess practical skills and knowledge for example:

evaluation of a security breach and a non-functional mail box

direct observation of the candidate troubleshooting and repairing corrupted data

verbal or written questioning of typical systems and procedures of user support.

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.


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.

Application may include:

in-house applications

network applications

office applications

programming applications

terminal emulation applications.

Problems may include:

access to devices

access to network resources

keyboard emulation

keyboard shortcuts

screen resolution.

Security Incidents may include:

application of critical updates

identification of virus attacks

resetting forgotten password.


Sectors

Systems administration and support


Employability Skills

This unit contains employability skills.


Licensing Information

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.