Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine client requirements and identify 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 according to organisational guidelines

3. Carry out maintenance support on identified problem

3.1 Conduct diagnostic tests around identified problem

3.2 Complete maintenance according to organisational guidelines

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

3.4 Store or dispose of components according to organisational and environmental guidelines

4. Prepare maintenance report and confirm solution

4.1 Prepare maintenance report according to organisational guidelines and support agreements

4.2 Refer unresolved maintenance requirements to appropriate higher level service area

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

Skill 

Performance Criteria 

Description 

Reading

2.1, 2.2, 3.2, 3.4, 4.1

• Recognises and interprets textual information from organisational guidelines and support agreements to establish the job requirements

Writing

1.1, 1.2, 4.1

• Uses industry-specific language to document problems and prepare maintenance reports in line with organisational guidelines and support agreements

Oral Communication

4.2, 4.3

• Provides clear explanations using language suitable to audience to discuss unresolved challenges
• Uses listening and questioning techniques to confirm understanding

Navigate the world of work

2.2, 3.4

• Complies with explicit organisational policies and procedures

Get the work done

1.2, 2.1, 2.2, 3.1-3.4, 4.3

• Takes responsibility for planning and organising own workload, identifying ways of sequencing and combining elements for greater efficiency, and considering how to link with the work of others
• Understands the purposes, specific functions and key features of common digital systems and tools, and operates them effectively to complete routine tasks
• May reflect on outcomes and identify what worked, or develop an improved approached for future situations
• Initiates standard diagnostic procedures when responding to familiar and unfamiliar problems within immediate context and seeks input from others when problems remain unresolved

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

ICTNWK302 Determine and action network problems

ICANWK302A Identify and resolve network problems

Updated to meet Standards for Training Packages.

The title has been edited to correct the wording to that of the original competency intent.

Equivalent unit

Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 1.0.