Elements and Performance Criteria

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.

Appropriate person may include:
authorised business representative
client
help-desk person
subject matter expert
supervisor
system administrator.
Hardware may include:
cabling
modems or other connectivity devices
networks
personal computers
remote sites
servers
workstations.
Software may include:
application:
database
internet browser
spreadsheet
word-processing
commercial
customised
in-house
programming:
assembler
compiler
development tools
system:
computer security
device drivers
operating system.
User may include:
contractor
department within the organisation
person within a department
support staff
third party.
Problem may include:
routine malfunction that affects the work environment:
cable fault
complementary metal oxide semiconductor (CMOS) battery failure
computer freeze
faulty motherboard
hard drive crash
incompatible software
insufficient memory
loss of internet access
malware
virus.
Solutions may include:
hardware:
renew
upgrade
software:
reload
renew
upgrades
user training
implementing a new system.

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:
apply problem-solving techniques to determine the root cause of a routine malfunction
document recommended solutions to problems following established procedures and referring unresolved problems to support persons.
Context of and specific resources for assessment
Assessment must ensure access to:
a workstation
detailed information relating to organisational processes and procedures
information on a range of information technology (IT) business solutions
appropriate learning and assessment support when required.
Where applicable, physical resources should include equipment modified 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 identifying and defining the problem
direct observation of candidate documenting the details of the problem
verbal or written questioning to assess candidate’s knowledge of enterprise escalation procedures
review of documentation provided by candidate about possible problems, recommended solutions, and their implementation and evaluation.
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.