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
communication skills to:
discuss support needs of clients
explain relevant concepts
enable the end user to attempt remedial action
initiative and enterprise skills to contribute to solutions and goals of a non-routine or contingency nature
literacy skills to:
document and interpret procedures and SLAs
report on service history issues
planning and organisational skills to:
establish procedures for providing support
deliver on scope, time, cost and quality
promote communications and manage risk
assign support personnel according to human resource processes
organise equitable workloads for team members
problem-solving skills to gain consensus on concepts
research skills to:
identify organisational structure and culture
identify information technology within an organisational unit.
Required knowledge
adequate response times
awareness of stakeholders, their role in the organisation, and their level of dependence on IT infrastructure
capabilities of IT devices
current industry-accepted hardware and software products
detailed knowledge of areas related to the organisation's services
equipment that is vital in supplying business critical services:
internet file transaction security for client accounts
web server for ebusiness
detailed knowledge of functionality of the IT system in supplying the essential and desirable services to the organisation
quality assurance practices relating to how the service is supplied
role of IT in the client's business domain
server types to provide:
backup
email
firewall
proxy
web.
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.
Stakeholders may include: | development team project team sponsor user. |
System may include: | application service provider (ASP) applications databases gateways internet service provider (ISP) operating systems server. |
Service level agreements may include: | ASPs audit of service levels business processes and requirements communications carriers infrastructure services ISPs vendor products workload and performance considerations and expectations regarding: charge back to business units penalties servicing. |
Human resource processes may include: | checking job and person specifications observing work activities professional recommendations or referrals reviewing performance reports. |
Appropriate person may include: | authorised business representative client project manager supervisor. |
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