Assessor Resource

ICTSAS421
Support users and troubleshoot desktop applications

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes the skills and knowledge required to sustain users who run operating systems (OS) in a corporate or home environment.

It applies to individuals who provide frontline support to users and apply technical and specialised knowledge to fault finding and problem solving.

No licensing, legislative, or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Install, configure and troubleshoot applications

1.1 Install application for client

1.2 Configure and customise application within user environment

1.3 Resolve application problems

2. Resolve issues related to usability, customisation and connectivity

2.1 Determine issues and problems experienced by the client

2.2 Research solutions to issues and problems

2.3 Recommend solutions to client

2.4 Resolve issues and problems

3. Configure application security

3.1 Identify and troubleshoot problems related to security permissions

3.2 Identify and respond to security incidents

3.3 Manage application security settings

Evidence of the ability to:

install, configure and troubleshoot computer applications

customise computer applications

anticipate and respond to a range of security incidents.

Note: Evidence must be provided for at least TWO users/situations.

To complete the unit requirements safely and effectively, the individual must:

describe the key features of operating systems (OS) and office applications including an analysis of the current system

identify sources of OS patches

discuss specific features of security incidents

describe the key features of typical systems and procedures of user support.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work and include access to special purpose tools, equipment, materials and industry software packages, including:

appropriate OS installation compact disk or recovery boot disks

computers with application errors

samples of operating system patches

stand-alone or networked personal computer.

Assessors must satisfy NVR/AQTF assessor requirements.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Install, configure and troubleshoot applications

1.1 Install application for client

1.2 Configure and customise application within user environment

1.3 Resolve application problems

2. Resolve issues related to usability, customisation and connectivity

2.1 Determine issues and problems experienced by the client

2.2 Research solutions to issues and problems

2.3 Recommend solutions to client

2.4 Resolve issues and problems

3. Configure application security

3.1 Identify and troubleshoot problems related to security permissions

3.2 Identify and respond to security incidents

3.3 Manage application security settings

Evidence of the ability to:

install, configure and troubleshoot computer applications

customise computer applications

anticipate and respond to a range of security incidents.

Note: Evidence must be provided for at least TWO users/situations.

To complete the unit requirements safely and effectively, the individual must:

describe the key features of operating systems (OS) and office applications including an analysis of the current system

identify sources of OS patches

discuss specific features of security incidents

describe the key features of typical systems and procedures of user support.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work and include access to special purpose tools, equipment, materials and industry software packages, including:

appropriate OS installation compact disk or recovery boot disks

computers with application errors

samples of operating system patches

stand-alone or networked personal computer.

Assessors must satisfy NVR/AQTF assessor requirements.
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

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Install application for client 
Configure and customise application within user environment 
Resolve application problems 
Determine issues and problems experienced by the client 
Research solutions to issues and problems 
Recommend solutions to client 
Resolve issues and problems 
Identify and troubleshoot problems related to security permissions 
Identify and respond to security incidents 
Manage application security settings 

Forms

Assessment Cover Sheet

ICTSAS421 - Support users and troubleshoot desktop applications
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

ICTSAS421 - Support users and troubleshoot desktop applications

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: