Application
This unit applies to frontline technical support personnel in a medium to large organisation responsible for end user support.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Determine organisation’s help-desk procedures | 1.1 Review organisation’s technical support procedures 1.2 Interrogate help-desk system 1.3 Liaise with client |
2. Identify OS | 2.1 Examine operating system file and root structure 2.2 Identify profile information 2.3 Explore the help structure 2.4 Observe boot process |
3. Differentiate OS | 3.1 Compare and contrast features of OS 3.2 Examine kernel file structures 3.3 Determine currency of operating system |
4. Analyse OS boot processes | 4.1 Analyse boot procedures 4.2 Evaluate associated boot files 4.3 Itemise boot procedures for different operating procedures |
Required Skills
Required skills
communication skills to interpret technical manuals
learning skills to maintain knowledge of current industry-accepted hardware and software products
planning and organisational skills to plan the upgrade or installation of OS, taking into account time, environment, and internal and external issues
problem-solving skills to solve client OS problems
technical skills to:
select, source and use appropriate software and tools based on analysis of technical needs
solve OS boot problems.
Required knowledge
boot processes in use
files required for operation
range of OS.
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: evaluate a non-functional OS diagnose cause of system faults rectify the fault. |
Context of and specific resources for assessment | Assessment must ensure access to: stand-alone or networked PC appropriate OS installation CD or recovery boot discs drivers for connected devices help-desk system 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 rectifying a boot process problem review of candidate’s completed call documentation verbal or written questioning to assess candidate’s knowledge of boot procedures of different OS. |
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.
Operating system may include: | Mac: Mac OS 9 Mac OS X current Windows: Windows 2000 Windows 7 Windows Vista Windows XP legacy Windows: DOS Windows 95 Windows 98 Windows ME Windows NT 4.0 Unix-like: BSD and derivations: FreeBSD NetBSD OpenBSD GNU and Linux NextStep Suse Linux available open source OS. |
Features may include: | configuration file handling internet network access log-on procedures printing user interface. |
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.