Unit of competency details

Unit descriptor 

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 documentation
• ICAD4217B Create technical documentation

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Application of the unit 

Prerequisite units 

ICAS3024B

Provide basic system administration

ICAT3025B

Run standard diagnostic tests

Employability skills 

This unit contains employability skills.

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

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 organisational guidelines 

3. Carry out maintenance support on identified problem

3.1. Conduct diagnostic tests around identified problem

3.2. Complete maintenance in line with organisational guidelines 

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 organisational guidelines  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 AND KNOWLEDGE 

This section describes the skills and knowledge required for this unit.

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 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 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

Unit sector 

Support

Co-requisite units 

Competency field