Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

ICTSAS202 Mapping and Delivery Guide
Apply problem-solving techniques to routine ICT malfunctions

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTSAS202 - Apply problem-solving techniques to routine ICT malfunctions
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to apply problem-solving techniques to determine the origin of a routine malfunction and plan for its resolution.It applies to individuals who work under supervision to provide frontline technical support, diagnose technical problems and determine potential solutions. These are key components of this support role.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

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:

a workstation and industry software packages

detailed information relating to organisational processes and procedures

information on a range of Information and Communications

Technology (ICT) business solutions.

Assessors must satisfy NVR/AQTF assessor requirements.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: 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
       
Element: Research solutions to routine problems
  • Identify potential solutions to problem
  • Develop, document, rank and present recommendations about possible solutions to appropriate person for decision
       
Element: Recommend solutions to problems
  • Plan implementation of solutions
  • Plan evaluation of implemented solutions
  • Document recommended solution and submit to appropriate person for confirmation
       


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. Identify routine problems

1.1 Identify hardware, software, user or procedural problem areas to appropriate person in the organisation

1.2 Define and determine problem to be investigated

1.3 Identify and document current conditions of the hardware, software, user or problem

2. Research solutions to routine problems

2.1 Identify potential solutions to problem

2.2 Develop, document, rank and present recommendations about possible solutions to appropriate person for decision

3. Recommend solutions to problems

3.1 Plan implementation of solutions

3.2 Plan evaluation of implemented solutions

3.3 Document recommended solution and submit to appropriate person for confirmation

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.

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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. Identify routine problems

1.1 Identify hardware, software, user or procedural problem areas to appropriate person in the organisation

1.2 Define and determine problem to be investigated

1.3 Identify and document current conditions of the hardware, software, user or problem

2. Research solutions to routine problems

2.1 Identify potential solutions to problem

2.2 Develop, document, rank and present recommendations about possible solutions to appropriate person for decision

3. Recommend solutions to problems

3.1 Plan implementation of solutions

3.2 Plan evaluation of implemented solutions

3.3 Document recommended solution and submit to appropriate person for confirmation

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
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 
Identify potential solutions to problem 
Develop, document, rank and present recommendations about possible solutions to appropriate person for decision 
Plan implementation of solutions 
Plan evaluation of implemented solutions 
Document recommended solution and submit to appropriate person for confirmation 

Forms

Assessment Cover Sheet

ICTSAS202 - Apply problem-solving techniques to routine ICT malfunctions
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

ICTSAS202 - Apply problem-solving techniques to routine ICT malfunctions

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: