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 review client requirements and provide advice and support on findings
communication skills to:
convey and clarify complex information
investigate and assess client needs
provide one-to-one instruction to client
customer-service skills to communicate with clients in a range of contexts at various levels
literacy skills to:
develop reports
document:
additional requirements
amount of technical support the client may require
solutions
support issues affecting the client
interpret technical manuals
technical communication skills to write macros and templates.
Required knowledge
available in-house and vendor support
contract and service agreements with vendors
features of different types of hardware supported by the organisation
information sources
operating system (OS):
functions and basic features
supported by the organisation
security and network guidelines and procedures
software:
advanced features
functions
supported by the organisation.
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: | employee external organisation individual internal department. |
Investigation may include: | active listening to clients and colleagues contacting vendor or maintenance organisations on-site examination questions and answers reviewing technical advice about the organisation. |
Advice and support may include: | hardware supported by the organisation: CD or DVD drives laptops notebooks printers reconfiguration of settings scanners screens identification of training needs for referral to supervisor manuals one-to-one training provision of client documentation software supported by the organisation: creation of templates generation of a complex report on a database password and log-on procedure statistical functions of spreadsheets use of macros vendor documentation. |
Solution may include: | hardware: new upgrade implementing a new system software: new upgrade user training. |
Documentation may include: | additional support requirements amount of technical support the client requires client support solutions collection of records for computer program, OS or hardware device support issues affecting the client. |
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