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
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 service level agreements
report on service history issues
planning and organisational skills to:
assign support personnel according to human resource processes
deliver on scope, time, cost and quality
establish procedures for providing support
organise equitable workloads for team members
promote communications and manage risk
project-planning skills related to scope, time, cost, quality, communications and risk management
problem-solving skills to gain consensus on concepts
research skills to:
identify information technology within an organisational unit
identify organisational structure and culture
teamwork skills to contribute to solutions and goals of a non-routine or contingency nature
technical skills to provide user support.
Required knowledge
client business domain
current industry-accepted hardware and software products, including their general features and capabilities
help desk and maintenance practices
quality assurance practices relating to IT support
role of stakeholders and degree of stakeholder involvement
current system functionality.
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: | employees external organisations individuals internal departments. |
Service level agreement may include: | business processes and requirements charge back to business units different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products evaluation or audit of service levels expectations regarding servicing penalties specific and quantity service levels workload and performance considerations. |
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