Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
analytical skills to interpret test results
communication skills to present information
literacy skills to interpret computer manuals
numeracy skills to:
interpret results
take test measurements
planning and organisational skills to plan, prioritise and monitor own work
problem-solving skills for a defined range of predictable problems
technical skills to use diagnostic tools.
Required knowledge
client business domain, including client organisation structure and business functionality
current industry-accepted hardware and software diagnostic tools, including products that manage:
backup procedures
configuration procedures
diagnostic software and hardware
hardware maintenance
organisational security procedures
desktop applications and operating systems.
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.
Troubleshooting process may include: | identifying the problem by questioning the user and identifying user changes to computer performing backups before making changes establishing a theory of probable cause testing the theory to determine cause: once theory is confirmed determine next steps to resolve problem if theory is not confirmed re-establish new theory or escalate establishing a plan of action to resolve the problem and implement the solution verifying full system functionality and if applicable implementing preventative measures documenting findings, actions and outcomes. |
Specific symptoms may include: | hardware-related symptoms: alerts excessive heat noise odours status light indicators visible damage to cable or plastic laptop or mobile devices: issues: keyboard pointer power conditions stylus video wireless card issues methods: check LCD cut-off switch check switch for built-in wi-fi or external antennas plug in external monitor remove unneeded peripherals toggle Fn keys or hardware switches verify backlight functionality and pixilation verify power (e.g. LEDs, swap AC adapter) operating system (OS) related symptoms: application install bluescreen incorrect or incompatible driver input or output device print spool stalled start or load system lock-up Windows-specific printing problems printers: manage print jobs failure to print a test page print spooler printer properties and settings use documentation and resources: internet or web-based training materials user or installation manuals. |
Common preventative maintenance may include: | backup procedures ensuring proper environment optimising hard drives power devices appropriate source: power strip surge protector UPS physical inspection scanning for viruses scheduling fault-finding scheduling preventative maintenance: check disk defrag scandisk start-up programs updates: driver firmware OS security use of appropriate repair tools and cleaning materials: compressed air computer vacuum and compressors lint-free cloth. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk. |
Appropriate person may include: | authorised business representative client supervisor. |
Software may include: | diagnostic tools OS and modules for configuration types of virus and impact virus protection software. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist