Assessment Requirements for ICTSAS432 Identify and resolve client ICT problems

Release: 1

Assessment Requirements for ICTSAS432 Identify and resolve client ICT problems

Modification History

Release	Comments
Release 1	This version first released with ICT Information and Communications Technology Training Package Version 6.0.

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

identify, record, prioritise and resolve a client ICT problem on at least two separate occasions.

In the course of the above, the candidate must:

record and prioritise client support activities

determine required resources for maintenance activities

prioritise client ICT problems, using an impact analysis of the problem

complete maintenance activities

resolve client problems and escalate according to organisational guidelines and practices

refer problems to third parties where required

prepare, finalise and distribute maintenance report, including information about problems and resolution action

provide advice to the client and seek and record client feedback

store and dispose used components.

Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

hardware and software products:

in use

supported by the organisation

organisational procedures, including:

problem prioritisation

third party support and documentation

maintenance procedures

maintenance report preparation and distribution

sustainable practices consistent with ICT industry

environmental guidelines that may apply to identifying and resolving client ICT problems

help desk or service desk structure and escalation procedures

key functions and basic features of operating system

organisational structure of workplace that may be relevant to identifying and resolving client ICT problems

workplace security and network guidelines and procedures.

Assessment Conditions

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This includes access to:

special purpose tools, equipment and materials for maintenance

industry software packages

a range of industry hardware, software and diagnostic tools

technical records

organisational guidelines

vendor documentation.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Links

Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2