Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Identify routine problems
   • Identify hardware, software, user or procedural problem areas to appropriate person in the organisation
   • Define and determine problem to be investigated
   • Identify and document current conditions of the hardware, software, user or problem
2. Research solutions to routine problems
   • Identify potential solutions to problem
   • Develop, document, rank and present recommendations about possible solutions to appropriate person for decision
3. Recommend solutions to problems
   • Plan implementation of solutions
   • Plan evaluation of implemented solutions
   • Document recommended solution and submit to appropriate person for confirmation

Performance Evidence

Evidence of the ability to:

determine the root cause of a routine malfunction

identify solutions

produce documentation that recommends solutions to problems

follow established procedures

refer unresolved problems to support persons.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

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

identify current industry hardware and software products and services

identify current industry maintenance, service and helpdesk practices, processes and procedures

identify current operating systems

identify current industry standard diagnostic tools

describe common computer malfunctions and resolutions.

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