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.

Client may include:
employee
external organisation
individual
internal department.
Investigation may include:
active listening to clients and colleagues
contacting vendor or maintenance organisations
on-site examination
questions and answers
reviewing technical advice about the organisation.
Advice and support may include:
hardware supported by the organisation:
CD or DVD drives
laptops
notebooks
printers
reconfiguration of settings
scanners
screens
identification of training needs for referral to supervisor
manuals
one-to-one training
provision of client documentation
software supported by the organisation:
creation of templates
generation of a complex report on a database
password and log-on procedure
statistical functions of spreadsheets
use of macros
vendor documentation.
Solution may include:
hardware:
new
upgrade
implementing a new system
software:
new
upgrade
user training.
Documentation may include:
additional support requirements
amount of technical support the client requires
client support solutions
collection of records for computer program, OS or hardware device
support issues affecting the client.

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:
investigate client support requests and provide a documented solution after consultation with client
convey comprehensive technical information to clients in a clear, concise, jargon-free and coherent manner
access technical manuals and ‘help’ documentation.
Context of and specific resources for assessment
Assessment must ensure access to:
sites, peers and supervisors for obtaining information
software, hardware and networks
help-desk repository, technical records and documentation
appropriate learning and assessment support when required
modified equipment 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 investigating and providing advice and support on findings
review of candidate’s documented investigation and solution
evaluation of client feedback.
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.