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.
Elements and Performance Criteria
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 Performance
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.
Evidence of Knowledge
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.
Assessment Conditions
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.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1-1.3, 2.1-2.2, 3.1-3.3 | Interprets familiar textual information from a range of sources to identify misleading information, compare technical specifications, and identify solutions to new and emerging issues |
Writing | 1.3, 2.2, 3.3 | Develops materials and resources using simple vocabulary to record information in a sequential manner for client engagement as well as internal reference |
Oral Communication | 1.1, 2.2 | Participates in verbal exchanges of familiar ideas using questioning and active listening to elicit information and feedback from others |
Navigate the world of work | 1.1- 1.3, 2.1, 2.2, 3.1-3.3 | Understands roles and responsibilities for task and makes basic decisions on work completion parameters |
Interact with others | 1.3, 2.2 | Identifies and takes steps to follow accepted communication practices and protocols |
Get the work done | 1.1-1.3, 2.1, 2.2, 3.1-3.3 | Plans and implements routine tasks, aiming to complete them efficiently Initiates standard diagnostic procedures when responding to familiar and unfamiliar problems within immediate context, and seeks input from others when problems remain unresolved Understands the purposes, specific functions and key features of common digital systems and tools, and operates them effectively to complete routine tasks |
Sectors
Systems administration and support