Application
This unit applies to frontline technical support personnel who are required to apply preventative maintenance as well as repairing computer systems and equipment to keep them functioning.
Computer hardware and systems fall into disrepair often. This can be prevented by applying a system of preventative maintenance, which can include cleaning, applying service packs, and running malware detection and removal software.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Determine and undertake required equipment maintenance | 1.1 Examine and review specified equipment and maintenance procedures, in order to determine those procedures that can be handled internally 1.2 Organise and undertake internal maintenance, as specified in the maintenance procedures 1.3 Report problems promptly to appropriate person |
2. Diagnose and repair faults | 2.1 Assess an existing problem situation and identify the main problem area 2.2 Test the suspected faulty equipment or software for possible failures or performance degradation, using available technology 2.3 Analyse the test results 2.4 Review historical fault data for information of relevance to existing faults 2.5 Develop plans, with prioritised tasks and contingency arrangements, for the repair or replacement of faulty equipment or software, with minimum disruption to client 2.6 Liaise with appropriate person to obtain approval for the plans 2.7 Obtain necessary components and repair the equipment or software in a timely, organised manner, following OHS standards |
3. Update documentation and make recommendations for future maintenance | 3.1 Record maintenance and fault data and equipment modifications, according to organisational standards 3.2 Identify and report instances where preventative measures are needed 3.3 Review and update maintenance and fault data and report outcomes periodically to appropriate person |
Required Skills
Required skills
basic analytical skills to:
analyse historical fault data for information of relevance to existing faults
analyse test results
assess an existing problem and identify the main problem area
determine which equipment and maintenance procedures can be handled internally
communication skills to:
follow up with client
liaise with technical team members
provide assistance according to organisational guidelines
provide clear and precise advice when logging calls from help-desk support staff
literacy skills to:
document initial problem and recommendations to solve problem
prepare maintenance report in line with organisational guidelines and support agreements
read and interpret technical manuals
record maintenance and fault data and equipment modifications, according to organisational standards
planning and organisational skills to:
balance competing and complex demands
make contingency arrangements
minimise disruption to client
organise maintenance
problem-solving skills to:
determine problems based on diagnostic tests
solve unknown problems in a range of contexts
technical skills to:
repair equipment or software in a timely, organised manner
test suspected faulty equipment or software
undertake diagnostic and maintenance tasks
use current industry-accepted hardware and software testing and diagnostic tools.
Required knowledge
equipment and software maintenance practices
help-desk response level escalation procedures
operation and purpose of specified equipment
operation of technical diagnostic tools
quality assurance practices
relevant service level agreements (SLAs) to determine the conditions of the SLA cover
client warranty claims, repair or replacement procedures
system's current functionality.
Evidence Required
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the ability to: undertake maintenance according to maintenance procedures resolve a defined range of equipment and software problems maintain accurate records according to organisational guidelines. |
Context of and specific resources for assessment | Assessment must ensure access to: maintenance procedures technical environment with a variety of operational equipment, software and tools technical manuals, records and documentation appropriate learning and assessment support when required modified equipment for people with special needs. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct observation of candidate testing suspected faulty equipment or software for possible failures or performance degradation and then analysing the test results review of candidate’s plans for the repair or replacement of faulty equipment or software developed review of maintenance records and fault data maintained and updated. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate. Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed. Indigenous people and other people from a non-English speaking background may need additional support. In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge. |
Range Statement
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.
Equipment may include: | hard drives hubs or switches modems or other connectivity devices monitors other peripheral devices personal computers (PCs) personal digital assistants (PDAs) printers switches tablet PC workstations. |
Maintenance may include: | on-site response remote diagnostics return to depot. |
Appropriate person may include: | authorised business representative client supervisor system administrator. |
Software may include: | application: database internet browser spreadsheet word-processing commercial customised in-house programming software: assembler C++, VB, Visual Fox Pro compiler development tools system: computer security device drivers operating system. |
Client may include: | employee external organisation individual internal department. |
Components may include: | CD and DVD drives central processing unit (CPU) complementary metal oxide semiconductor (CMOS) battery fax or modem cards interface cards motherboards power supply random access memory (RAM). |
OHS standards may include: | correct posture electrical safety safe lifting methods. |
Sectors
Systems administration and support
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.