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Evidence Guide: ICASAS305A - Provide IT advice to clients

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

ICASAS305A - Provide IT advice to clients

What evidence can you provide to prove your understanding of each of the following citeria?

Review client support issues

  1. Check for new problems logged by client
  2. Check previous logs for similar problems or requests from client
  3. Investigate and document the support issues affecting the client
  4. Notify client of the results of investigation and provide advice and support on findings
  5. Obtain client feedback and make changes
Check for new problems logged by client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check previous logs for similar problems or requests from client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and document the support issues affecting the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Notify client of the results of investigation and provide advice and support on findings

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain client feedback and make changes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide advice on software, hardware or network

  1. Confirm software, hardware or network requirements with client
  2. Investigate and document a solution
  3. Document additional requirements identified in the investigation and refer them to the client
  4. Obtain approval from the client to implement the solution
  5. Investigate and document the amount of technical support the client may require
  6. Discuss and agree the level of technical support identified with the client
  7. Arrange a time with the client when support will take place
  8. Provide technical support as part of group or one-to-one instruction to the client
  9. Provide manuals and help documentation to the client
Confirm software, hardware or network requirements with client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and document a solution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document additional requirements identified in the investigation and refer them to the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain approval from the client to implement the solution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and document the amount of technical support the client may require

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and agree the level of technical support identified with the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange a time with the client when support will take place

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide technical support as part of group or one-to-one instruction to the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide manuals and help documentation to the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain client feedback

  1. Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided
  2. Provide client with instructions on how to complete the form or use other means of providing feedback
  3. Distribute the evaluation or feedback to the client
  4. Review the feedback from the client to identify areas for improvement
Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide client with instructions on how to complete the form or use other means of providing feedback

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Distribute the evaluation or feedback to the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review the feedback from the client to identify areas for improvement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

investigate client support requests and provide a documented solution after consultation with client

convey comprehensive technical information to clients in a clear, concise, jargon-free and coherent manner

access technical manuals and ‘help’ documentation.

Context of and specific resources for assessment

Assessment must ensure access to:

sites, peers and supervisors for obtaining information

software, hardware and networks

help-desk repository, technical records and documentation

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 investigating and providing advice and support on findings

review of candidate’s documented investigation and solution

evaluation of client feedback.

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.

Required Skills and Knowledge

Required skills

analytical skills to review client requirements and provide advice and support on findings

communication skills to:

convey and clarify complex information

investigate and assess client needs

provide one-to-one instruction to client

customer-service skills to communicate with clients in a range of contexts at various levels

literacy skills to:

develop reports

document:

additional requirements

amount of technical support the client may require

solutions

support issues affecting the client

interpret technical manuals

technical communication skills to write macros and templates.

Required knowledge

available in-house and vendor support

contract and service agreements with vendors

features of different types of hardware supported by the organisation

information sources

operating system (OS):

functions and basic features

supported by the organisation

security and network guidelines and procedures

software:

advanced features

functions

supported by the organisation.

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.

Client may include:

employee

external organisation

individual

internal department.

Investigation may include:

active listening to clients and colleagues

contacting vendor or maintenance organisations

on-site examination

questions and answers

reviewing technical advice about the organisation.

Advice and support may include:

hardware supported by the organisation:

CD or DVD drives

laptops

notebooks

printers

reconfiguration of settings

scanners

screens

identification of training needs for referral to supervisor

manuals

one-to-one training

provision of client documentation

software supported by the organisation:

creation of templates

generation of a complex report on a database

password and log-on procedure

statistical functions of spreadsheets

use of macros

vendor documentation.

Solution may include:

hardware:

new

upgrade

implementing a new system

software:

new

upgrade

user training.

Documentation may include:

additional support requirements

amount of technical support the client requires

client support solutions

collection of records for computer program, OS or hardware device

support issues affecting the client.