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Unit of competency details

ICTSAS421 - Support users and troubleshoot desktop applications (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Supersedes and is equivalent to ICASAS421A - Support users and troubleshoot desktop applicationsUpdated to meet Standards for Training Packages. Minor changes to performance criteria for clarity. 24/Mar/2015
Is superseded by and equivalent to ICTSAS443 - Support operating system users and troubleshoot applications 20/Jul/2020

Releases:
ReleaseRelease date
1 1 (this release) 25/Mar/2015

Companion volumes:
Unit of competency Assessment requirements

Delivery:
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Training packages that include this unit

Qualifications that include this unit

Accredited courses that have this unit in the completion mapping

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 029999 Information Technology, N.e.c.  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 029999 Information Technology, N.e.c.  30/Jul/2015 
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Unit of competency

Modification History

Release 

Comments 

Release 1

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

Application

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

It applies to individuals who provide frontline support to users and apply technical and specialised knowledge to fault finding and problem solving.

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

Unit Sector

Systems administration and support

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1. Install, configure and troubleshoot applications

1.1 Install application for client

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 issues and problems experienced by the client

2.2 Research solutions to issues and problems

2.3 Recommend solutions to client

2.4 Resolve issues and problems

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

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill 

Performance Criteria 

Description 

Reading

2.2, 3.1
  • Researches and analyses complex technical and non-technical information from a range of sources to determine requirements and complete necessary actions

Writing

2.3
  • Uses clear language and appropriate formats to convey and present explicit information

Oral Communication

2.3
  • Participates in verbal exchanges using clear and concise language to convey and clarify complex technical information

Numeracy

1.2, 2.1, 3.3
  • Uses mathematical equations to calculate and compare numerical data to solve problems and determine required actions

Interact with others

2.3
  • Selects and uses appropriate conventions and protocols when communicating with clients in a range of work contexts

Get the work done

1.1-1.3, 2.1, 2.2, 2.4, 3.1-3.3
  • Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes
  • Applies analytical processes to resolve technical or conceptual problems
  • Uses main features and functions of digital tools to complete work tasks

Unit Mapping Information

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

ICTSAS421 Support users and troubleshoot desktop applications

ICASAS421A Support users and troubleshoot desktop applications

Updated to meet Standards for Training Packages.

Minor changes to performance criteria for clarity.

Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

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

Performance Evidence

Evidence of the ability to:

  • install, configure and troubleshoot computer applications
  • customise computer applications
  • anticipate and respond to a range of security incidents.

Note: Evidence must be provided for at least TWO users/situations.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • describe the key features of operating systems (OS) and office applications including an analysis of the current system
  • identify sources of OS patches
  • discuss specific features of security incidents
  • describe the key features of typical systems and procedures of user support.

Assessment Conditions

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work and include access to special purpose tools, equipment, materials and industry software packages, including:

  • appropriate OS installation compact disk or recovery boot disks
  • computers with application errors
  • samples of operating system patches
  • stand-alone or networked personal computer.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2

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