IMPORTANT
RPL Assessor Kit
ICA30105
Certificate III in Information Technology
Editable version
Skills First RPL Assessor Kits are developed by the State of Queensland (Department of Education, Training and the Arts) and are based on the Skills First philosophy of providing client focussed, streamlined, and flexible RPL.
The State of Queensland (Department of Education, Training and the Arts) is the copyright owner of material contained within the original RPL Assessor Kit.
Permission is given to Registered Training Organisations to use, reproduce and adapt this RPL Assessor Kit for their organisation’s RPL assessment purposes, provided such use, reproduction or adaptation is for non-commercial purposes.
The State of Queensland (Department of Education, Training and the Arts) disclaims any liability for any damage resulting from the use of the material (in either original or modified format) and will not be responsible for any loss, howsoever arising, from use of, or reliance on this material.
The original version of this RPL Assessor Kit is available free of charge at
If you would like any further information, please email rpl@deta..au
|HOW TO USE THIS RPL ASSESSOR KIT |
This RPL Assessor Kit is divided into sections to allow you to easily access only those sections you require at any given time. These sections are:
SECTION A – Assessor Information
You need to read this information before conducting an assessment. It outlines the intent and processes surrounding this RPL assessment and how it differs from assessment undertaken following formal training.
SECTION B – Candidate Information and Application Forms
You give this information to the candidate. It tells them about the assessment process as well as containing simple forms for the applicant to fill out. From the information provided by the candidate on these forms, you will be able to gain a general understanding of the skills and experience the candidate may have, as well as potential referee contacts.
SECTION C – Competency Conversation
You use this section to determine and record candidate competence via a competency conversation. In other words, these questions guide your conversation with the applicant and assist in your assessment of their competence. The notes you take about this conversation are important evidence for assessment.
SECTION D – Practical Tasks and Observation Recording Sheets
You use this section to assess competencies through a practical demonstration of the candidate’s skills. It contains practical tasks/scenarios on the outcomes required to determine competency and a place to record your observation. The notes you take are important evidence for assessment.
SECTION E – Resources for Practical Tasks
You use this section to access required resources for performing practical tasks and scenarios.
SECTION F – Third Party Verification
You give this section to the referees to confirm the candidate’s skills and experience in this qualification/occupation. The referees may fill out the appropriate form and return to you to confirm your judgement. You may be able to complete this part of evidence gathering in person while at the workplace.
SECTION G – Assessment Tables
You use this table as a reference tool to see at a glance how units/elements of competency are assessed within the tool. All the elements and performance criteria within the competency units are cross-matched in this table with a corresponding assessment question/task/scenario. This allows you to validate the assessment process against the qualification.
SECTION A
Assessor Information
It is VITAL you read this information prior to commencing your RPL assessment. It provides generic information on assessment, as well as an overview of this streamlined RPL assessment process.
|ADVICE FOR ASSESSORS |
This RPL Assessor Kit streamlines the RPL assessment process for Certificate III in Information Technology taking a practical approach to RPL and increasing the use of on-site questioning and observation. This will assist in developing a “picture of the candidate’s skills and knowledge”. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes.
IMPORTANT ASPECTS TO REMEMBER:
A sound knowledge of assessment and the qualification is essential
It is important to have a good understanding of the competencies and qualification/s appropriate to the candidate’s goals.
Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process.
Assessment involves judgement
This tool encourages the use of a “competency conversation” to maximise the candidate’s opportunities to demonstrate competence. This is NOT an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate which draws out their actual individual experiences and relevant skills. In other words, it is about the assessor probing the candidate through a conversation to draw out further information on the candidate’s experience which may not be forthcoming due to nerves or confusion over technical terminology.
The tool also provides observable tasks to allow candidates to demonstrate skills.
Authentication/verification is integral to RPL assessment
It is critical information gleaned from the interview and observation be confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential assessors take careful notes to back up and record their judgement.
Recording assessment is critical
Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember – the record is the document that makes sense of the assessment and why a particular judgment was made. Keeping detailed notes about the candidate’s response is vital, as is the rationale for judgement.
The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations.
Assessor summaries and other quality assurance documentation from your own Registered Training Organisation will also be required. For examples of assessment summary documentation, please see Assessment Guide Number 1: Training Package Assessment Materials Kit:
To access further information on the principles assessment and dimensions of competency, you can visit Assessment Guide Number 1: Training Package Assessment Materials Kit.
To access further information on the Australian Qualifications Framework, you can visit:
Employability Skills
Assessment of a candidate’s employability skills should be integrated into the assessment of their technical skills and knowledge. Where possible, employability skills have been embedded within the bank of questions and practical assessment tasks in this RPL Assessor Kit. Therefore, assessors should make and document holistic judgements about a candidate’s attainment of employability skills as part of the RPL assessment. For more information about the employability skills requirements for particular qualifications, refer to the training package.
To access further general information on employability skills, refer to Employability Skills: From framework to practice, at:
|COMPETENCIES IN THIS RPL ASSESSOR KIT |
ICA30105 CERTIFICATE III IN INFORMATION TECHNOLOGY
CORE UNITS
|Unit Code |Unit Title |Questions |Practical |
|ICAD3218B |Create user documentation |( |( |
|ICAI3020B |Install and optimise operating system software |( |( |
|ICAS3031B |Provide advice to clients |( |( |
|ICAS3234B |Care for computer hardware |( |( |
|ICAT3025B |Run standard diagnostic tests |( |( |
|ICAU3004B |Apply occupational health and safety procedures |( |( |
SPECIALIST STREAM ELECTIVES (Applications/Network Administration/Support)
|Unit Code |Unit Title |Questions |Practical |
|ICAU3019B |Migrate to new technology |( |( |
|ICAU3028B |Customise packaged software applications for clients |( |( |
|ICAU3126B |Use advanced features of computer applications |( |( |
|ICAI3110B |Implement system software changes |( |( |
|ICAI3101B |Install and manage network protocols |( |( |
|ICAS3024B |Provide basic system administration |( |( |
|ICAS3032B |Provide network systems administration |( |( |
|ICAS3034B |Determine and action network problems |( |( |
|ICAS3120B |Configure and administer a network operating system |( |( |
|ICAS3121B |Administer network peripherals |( |( |
|ICAI3021B |Connect internal hardware components |( |( |
|ICAS3115B |Maintain equipment and software in working order |( |( |
|ICTCC330A |Manage customer relationship |( |( |
|ELECTIVE UNITS |
|ICAB3018B |Develop macros and templates for clients using standard products |( |( |
|ICAB4135B |Create a simple mark-up language document to specification |( |( |
|ICAB4169B |Use development software and IT tools to build a basic website |( |( |
|ICAS4108B |Complete database back-up and recovery |( |( |
|ICAS4134B |Provide first-level remote help desk support |( |( |
|OVERVIEW OF RECOGNITION PROCESS |
This kit has been developed to streamline the application for recognition of prior learning.
|RPL ASSESSMENT PROCESS FLOWCHART FOR ASSESSORS |
|STEPS IN THE RPL PROCESS |
1. Complete application
The candidate completes the application forms in SECTION B. It is important candidates provide as much information of their previous experience in the information technology industry as is available.
Documents that may be available include but are not limited to:
← brief CV or work history
← certificates/results of assessment
← certificates/results of assessment – interstate/overseas
← certificates/results of assessment – universities
← results/statement of attendance/certificates – vendor training courses, in-house courses, workshops, seminars, symposiums
← results/statements of attendance/ certificates – club courses e.g. first aid, officials, surf life saving, etc
← diaries/task sheets/job sheets/log books
← membership of relevant professional associations
← hobbies/interests/special skills outside work
← references/letters from previous employers/supervisors
← industry awards
← any other documentation that may demonstrate industry experience
Candidates also need to provide contact details for one or two referees who can confirm their industry skills in context and over time.
To have skills formally recognised under the Australian Qualifications Framework, you must ensure the candidate’s skills meet industry standards.
2. Interview about candidate’s documentary information
Review the information provided by the candidate and arrange a time for both you and the candidate to discuss. Begin alignment of documentation and skills to the following qualification:
ICA30105 Certificate III in Information Technology
The candidate will have the opportunity to discuss and identify previous experience with you. The available documents are step one in collecting information and you will need to determine which units of competency, if any, are fully covered at this stage. You use your own or your RTO’s assessment recording forms to record this stage of the assessment.
There may be instances where the candidate has little, or no, documentary information of industry experience. This is not a barrier to gaining recognition. This will just require you to rely on the questioning, practical assessment and referee validation phases of the RPL process.
3. Questions for the Competency Conversation
The bank of questions in SECTION C is the next phase in collecting evidence for the RPL process. The questions are designed to enable you to have a “competency conversation” with the candidate to further gain evidence of their past experience. REMEMBER, the primary focus is on the candidate’s experience.
Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise the question to the candidate’s particular work situation. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. You should read the “industry requirements” of each competency before the candidate answers the questions posed. You may also target the assessment to those aspects that present the greatest risk in the industry. Questions are aligned with the relevant unit/s of competency in SECTION G.
It is not intended every question for all competencies is asked, only those competencies the initial interview about the candidate’s documentary evidence has failed to fully address. The question bank covers most but not all units in the kit. Units without questions are covered in the practical assessment/scenario section.
4. Practical assessment tasks
It is important that you use both Steps 3 (Questioning) and 4 (Practical Assessment) in doing this assessment. The RPL process is a streamlined RPL process which does not rely solely on practical assessment but uses a combination of questioning and practical to provide evidence of candidate competence.
This is the third phase in collecting evidence. A practical skills test is then conducted by you at the candidate’s workplace or another suitable venue. Appropriate permission must be sought before entering workplaces.
This is a further opportunity for candidate to demonstrate competence. It is expected the practical assessment will comprise only those competencies the candidate is still unable to demonstrate knowledge/experience in after documentary review and questioning have been applied. These assessments contain the practical skills and application of knowledge for the qualification. A number of holistic practical assessments are included in this kit (SECTION D) to assist you with tasks suitable for observation on the job.
You decide if the response to questions and practical assessment tasks fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation/observation, not an exam, and you are encouraged to assist candidates to focus responses toward relevant issues.
Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process.
NOTE: Where candidate’s documentation and questions meet the assessment requirement, it is still strongly recommended the candidate undertake one practical assessment so you are confident in making a judgement of “competent”. The practical assessment selection should be negotiated between you and the candidate.
Recording sheets for candidate information, questioning and the practical assessments have been included in SECTION D. You may use other recording mechanisms provided these also keep a complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstrated and documents presented as evidence must be noted in enough detail so anyone external to the process (e.g. a fellow assessor, auditor, lawyer, etc) can read the record and retrace your judgement.
5. Gap training
RPL is an assessment process designed to show areas of competence and to identify IF a candidate has gaps in skills and knowledge against a whole qualification.
Not all candidates will have skill/knowledge gaps.
If a candidate has skills gaps, a pathway to complete training in the outstanding units can be negotiated to assist the client to gain the full qualification.
|EVIDENCE REVIEW |
Recognition of prior learning outcomes (both Granted and Not Granted) are now funded nationally and as such will be included in National AVETMISS audits. NCVER have stipulated evidence recording requirements for RPL assessments as a minimum requirement for passing an AVETMISS audit. The following “Evidence Review” proforma has been approved by NCVER as covering AVETMISS audit requirements for RPL recorded outcomes. It also gives you an opportunity to track a student’s assessment progress at a glance.
It is expected that this “Evidence Review” summary sheet (or similar) would be attached to each participant’s evidence compiled during the RPL assessment process.
(Place a tick in the appropriate evidence collection method column for each unit of competency. Place a line through those units not examined as part of this RPL assessment.)
|Unit Code |
|ICAD3218B |Create user documentation | | | | | |
|ICAI3020B |Install and optimise operating system software | | | | | |
|ICAS3031B |Provide advice to clients | | | | | |
|ICAS3234B |Care for computer hardware | | | | | |
|ICAT3025B |Run standard diagnostic tests | | | | | |
|ICAU3004B |Apply occupational health and safety procedures | | | | | |
|SPECIALIST STREAM ELECTIVES (Applications/Network Administration/Support) |
|ICAU3019B |Migrate to new technology | | | | | |
|ICAU3028B |Customise packaged software applications for clients | | | | | |
|ICAU3126B |Use advanced features of computer applications | | | | | |
|ICAI3110B |Implement system software changes | | | | | |
|ICAI3101B |Install and manage network protocols | | | | | |
|ICAS3024B |Provide basic system administration | | | | | |
|ICAS3032B |Provide network systems administration | | | | | |
|ICAS3034B |Determine and action network problems | | | | | |
|ICAS3120B |Configure and administer a network operating system | | | | | |
|ICAS3121B |Administer network peripherals | | | | | |
|ICAI3021B |Connect internal hardware components | | | | | |
|ICAS3115B |Maintain equipment and software in working order | | | | | |
|ICTCC330A |Manage customer relationship | | | | | |
|ELECTIVE UNITS |
|ICAB3018B |Develop macros and templates for clients using standard products | | | | | |
|ICAB4135B |Create a simple mark-up language document to specification | | | | | |
|ICAB4169B |Use development software and IT tools to build a basic website | | | | | |
|ICAS4108B |Complete database back-up and recovery | | | | | |
|ICAS4134B |Provide first-level remote help desk support | | | | | |
Assessor’s Name:
Assessor’s Signature:
Date:
SECTION B
Candidate Information and Application Forms
You give this information to the candidate for them to read about the RPL process and to complete the appropriate forms.
|WHAT DOES IT MEAN TO BE RECOGNISED IN CERTIFICATE III IN INFORMATION TECHNOLOGY? |
Description
This qualification provides the skills and knowledge for an individual to be competent in introductory ICT ‘technical’ functions and is designed to support information activities in the workplace and to achieve a degree of self-sufficiency as an advanced ICT ‘user’.
It has 3 specialist streams with direct relevance to workplace roles:
Applications Stream: Provides skills in advanced use of applications and could provide basic application software support within an organisation. This stream may provide for natural progression into several Certificate IV in IT qualifications including Multimedia or Programming.
Network Administration Stream: Develops skills in the administration and maintenance of the user environment for a computer network. Graduates could work as a network administrator within an organisation. There are several vendor courses that may be integrated in this qualification. This stream may provide for natural progression into several Certificate IV in IT qualifications including Networking or Websites.
Support Stream: Provides skills in basic use of a range of technologies to provide first level diagnostic support to people using ICT. This stream may provide for natural progression into several Certificate IV in IT qualifications including Support or Websites.
Job Roles
Depending on the stream selected, graduates from this qualification could work in basic personal computer (PC) support, basic network/system administration or in first level help desk roles. Additionally, using a selection of retail or sales units from other Training Packages, people could work in ICT retailing or vendor product support. Small to medium enterprises (SMEs) will find the outcomes of this qualification useful at advanced ICT user or introductory technical support levels.
Possible job titles include:
• Call Centre Support Representative
• Client Support Officer
• Computer Operator
• Customer Liaison
• Customer Service Representative
• Help Desk Officer
• Help Desk Technician
• ICT Operations Support
• ICT User Support
• IT Technician
• Maintenance Technician
• PC Support
• PC Support Specialist
• Sales Support Technician
• Support Technician
• Technical Support
• User Support Specialist
|TIPS AND HINTS TO HELP YOU PREPARE FOR RECOGNITION |
To have skills formally recognised in the national system, assessors must make sure you have the skills and knowledge to meet the industry standard. This means you must be involved in a careful and comprehensive process that covers the content of all unit/s or qualification/s you can be recognised for.
Assessment happens in a variety of ways. Being prepared can save you valuable time and hassle and make the recognition process stress-free for you.
Here are some tips and hints for you:
1. Be prepared to talk about your job roles and your work history. Bring a resume or jot down a few points about where you have worked, either paid or unpaid, and what you did there.
2. Bring your position description and any performance appraisals you have from any information technology roles you have worked in.
3. Consider the possibilities for workplace contact. Are you in a workplace that is supporting your goals to get qualified? Would you feel comfortable to have the assessor contact your workplace or previous workplaces so your skills can be validated?
4. Think about who can confirm your skill level. Think about current or recent supervisors who have seen you work in the past 18 months and will be able to confirm your skills. The assessor will need to contact them. You may also have community contacts or even clients themselves who can vouch for your skills level.
5. Collect any certificates from in-house training or formal training you have done in the past.
6. You can speak with your training organisation about other ways you can show your skills in the information technology industry. These could be letters from employers, records of your professional development sessions, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as they don’t show client details) or other relevant documents.
|STEPS IN THE RPL PROCESS |
Step 1 – Provide information of your skills and experience
Complete the attached forms and provide as much information of your previous experience in the information technology industry as you can. This is your first opportunity (and not the last) to provide proof of your variety of experience in the industry. Here you can supply examples of your work history which could include:
General employment documents
← brief CV or work history
← position descriptions
← certificates/results of assessment
← details of in house courses, workshops, seminars, orientation or induction sessions
← references/letters from previous employers/supervisors
Workplace documents
← brief CV or work history
← certificates/results of assessment
← certificates/results of assessment – interstate/overseas
← certificates/results of assessment – universities
← diaries/task sheets/job sheets/log books
← membership of relevant professional associations
← hobbies/interests/special skills outside work
← references/letters from previous employers/supervisors
← industry awards
← any other documentation that may demonstrate industry experience
Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.
You will also need to supply contact details of one or two work referees who can confirm your skills in the industry.
Step 2 – Conversation with Assessor
An assessor will review the information you have provided (usually with you) and begin to match up your skills to the units/subjects in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer information technology related questions to identify your current skills.
Step 3 – Practical demonstration of your skills
The assessor will conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that he/she will want you to demonstrate.
Further steps
After the assessment, your assessor will give you information about the skills that have been recognised and whether you have gained the full qualification. If you do have skill gaps, these may be addressed through flexible training.
|APPLICATION – Self Assessment Questionnaire |
|ICA30105 Certificate III in Information Technology |
Candidate Name: Date Completed:
Please identify your level of experience in each competency.
|Unit Code |Unit Title |I have performed these tasks |
| | |Frequently |Sometimes |Never |
|CORE UNITS |
|ICAD3218B |Create user documentation | | | |
|ICAI3020B |Install and optimise operating system software | | | |
|ICAS3031B |Provide advice to clients | | | |
|ICAS3234B |Care for computer hardware | | | |
|ICAT3025B |Run standard diagnostic tests | | | |
|ICAU3004B |Apply occupational health and safety procedures | | | |
|SPECIALIST STREAM ELECTIVES (Applications/Network Administration/Support) |
|ICAU3019B |Migrate to new technology | | | |
|ICAU3028B |Customise packaged software applications for clients | | | |
|ICAU3126B |Use advanced features of computer applications | | | |
|ICAI3110B |Implement system software changes | | | |
|ICAI3101B |Install and manage network protocols | | | |
|ICAS3024B |Provide basic system administration | | | |
|ICAS3032B |Provide network systems administration | | | |
|ICAS3034B |Determine and action network problems | | | |
|ICAS3120B |Configure and administer a network operating system | | | |
|ICAS3121B |Administer network peripherals | | | |
|ICAI3021B |Connect internal hardware components | | | |
|ICAS3115B |Maintain equipment and software in working order | | | |
|ICTCC330A |Manage customer relationship | | | |
|ELECTIVE UNITS |
|ICAB3018B |Develop macros and templates for clients using standard products | | | |
|ICAB4135B |Create a simple mark-up language document to specification | | | |
|ICAB4169B |Use development software and IT tools to build a basic website | | | |
|ICAS4108B |Complete database back-up and recovery | | | |
|ICAS4134B |Provide first-level remote help desk support | | | |
Candidate Signature: Date:
|RPL APPLICATION FORM |
Applicant Details:
|1. Occupation you are seeking recognition in | |
|2. Personal Details |
|Surname | |
|Preferred Title (Mr, Mrs, Ms, Miss) | |
|First Name/s | |
|Any other name used | |
|Home Address | |
| | |
|Postal address if different from above | |
| | |
|Telephone Numbers |Home: |Work: |
| |Mobile: |Fax: |
|Date of Birth | / / |
|Gender |MALE ( / FEMALE ( |
|Age | |
|Are you a permanent Resident of Australia |YES ( / NO ( |
|3 Current Employment |
| |YES ( / NO ( |
|Are you currently employed? | |
| |……………………………………………………… |
|If Yes, in which occupation are you currently employed? | |
| | |
|Who is your current employer? |………………………………………………………. |
|4. Armed Forces details (If Applicable) |
|Branch of Service | |
|Trade classification on discharge | |
|5. Further Training |
|Have you undertaken any training courses related to the |YES ( / NO ( |
|occupation applied for? | |
|If Yes | |
|What occupation were you trained in? | |
|Training completion Date (month, year) | |
|Country where you trained | |
|Name of course and institution (if applicable) | |
|6. Is there any further information you wish to give in| |
|support of your application | |
| | |
| | |
| | |
| | |
| | |
| | |
| | |
|7. Professional Referees (relevant to work situation) |
| | |
|Name |…………………………………………………………………… |
| | |
|Position |…………………………………………………………………… |
| | |
|Organisation |…………………………………………………………………… |
| | |
|Phone Number |…………………………………………………………………… |
| | |
|Mobile Number |…………………………………………………………………… |
| | |
|Email Address |…………………………………………………………………… |
| | |
|Name |…………………………………………………………………… |
| | |
|Position |…………………………………………………………………… |
| | |
|Organisation |…………………………………………………………………… |
| | |
|Phone Number |…………………………………………………………………… |
| | |
|Mobile Number |…………………………………………………………………… |
| | |
|Email Address |…………………………………………………………………… |
|APPLICANT EMPLOYMENT HISTORY FORM |
|Name, Address and Phone |Period of Employment |Position Held |Full Time |Description of Major Duties |
|number of Employers |(DD/MM/YYYY) | |Part-time | |
| | | |Casual | |
| |From |To | | | |
|1. | | | | | |
| | | | | | |
|2. | | | | | |
| | | | | | |
|3. | | | | | |
| | | | | | |
|4. | | | | | |
| | | | | | |
Attach additional sheet if required
If you are including documents in your application, please provide a brief description below
|Document Description |Office Use Only – Assessor to use this section to align documents to specific |
|(e.g. resume, photos, awards etc) |units of competency and identify key questions for competency conversation |
| | |
| | |
| | |
| | |
| | |
Declaration
I declare that the information contained in this application is true and correct and that all documents are genuine.
Candidate Signature: Date
SECTION C
Competency Conversation
This section assists the assessor in documenting the competency conversation.
Do NOT give this section to the candidate.
Once you have assessed the candidate’s documentary information and determined which competencies you still require more information/evidence on, you use the question bank and Record of Conversation sheets in this section to document evidence of past experience. It is not intended that every question for all competencies be discussed during the conversation, only those competencies the initial documentary review has failed to fully address.
Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise or rephrase the suggested question to the candidate’s particular work situation. The questions are not intended to be a formal ‘script’ for the assessor to follow, but to provide guidance in exploring the range of the candidate’s skills, knowledge and experience in performing a particular task or function.
The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. In doing so, you are making a statement of fact about what you hear the candidate say during the competency conversation. Use the Comments section to provide further detail about the context of the discussion or briefly outline any examples discussed by the candidate. You may also use the Comments section to make a brief analysis of the responses or summary judgements about the quality of the candidate’s responses in relation to the requirements of the competency standard.
Remember, the notes you take about this conversation are important evidence and should be retained in the candidate’s assessment record.
|QUESTION BANK |
Note to Assessors: Refer to “Record of Conversation” sheets
|Unit of Competency |Question |
|ICAD3218B |Describe organisational documents you have designed using various software. |
|Create user |What review techniques do you use in your organisation when preparing user documentation? |
|documentation |What are some important considerations when preparing user documents? |
|ICAI3020B |Describe your experience in installing operating system software? |
|Install and optimise |How do you ensure a successful installation? |
|operating system |What matters will you need to communicate with the user before, during and after installation of operating system |
|software |software? |
| |What are some typical tasks involved with installing and optimising the operating system? |
|ICAS3031B |Describe your experience in providing advice to clients? |
|Provide advice to |When a client problem is logged, how do you analyse client issues? |
|clients |What documentation is involved in providing advice to clients? |
| |How do you ensure you communicate effectively with clients in dealing with requests? |
|ICAS3234B |What safety factors and manufacturers requirements do you need to consider when moving and maintaining hardware and |
|Care for computer |peripherals? |
|hardware |What factors do you take into account when determining the location for hardware and peripherals? |
| |Describe the tasks involved to maintain a hard drive? |
| |Identify the typical components of a PC? |
|ICAT3025B |Describe how you run diagnostic testing of systems and equipment? |
|Run standard diagnostic|How do you manually run a virus scan? |
|tests |What are your typical corporate rules for protecting systems from viruses? |
|ICAU3004B |What OH& S requirements do you need to be aware of when doing your job? |
|Apply occupational |How do you participate in documenting and reporting workplace issues? |
|health and safety |What types of ergonomic advice have you provided to clients in relation to IT equipment? |
|procedures | |
|ICAU3019B |How do you remain up to date with new trends and technology in IT? |
|Migrate to new |How do you use your knowledge to identify trends that could help your organisation? Provide examples. |
|technology |What are typical problems you need to be aware of when migrating to new technology? |
|ICAU3028B |Describe the software applications you have customised in your work? |
|Customise packaged |What process do you follow to undertake customisation? |
|software applications |Describe problems you have experienced in customising software applications and how you have resolved these |
|for clients | |
|ICAU3126B |Explain ‘work-arounds’ or advanced features you have used with applications, to overcome a complex problem? |
|Use advanced features |How have you used advanced features of applications to achieve efficiencies or other improvements in your organisation? |
|of computer |Describe the support resources you use to overcome problems? |
|applications | |
|ICAI3110B |Describe the major system software changes you have undertaken in your job? |
|Implement system |When making system software changes, what is the typical process you follow? |
|software changes |What communication strategies do you follow before, during and after system changes are made? |
| |What are important steps to follow at the conclusion of the installation? |
|ICAI3101B |Give examples of protocols you have used in your work? |
|Install and manage |Explain why we need network protocols? |
|network protocols |What are some typical uses of network protocols in your organisation? |
| |Explain the use of one of the following protocols: Network protocols, subnets, HTTPS, SSL, SMTP, FTP, Telnet, HTTP |
|ICAS3024B |Describe the password requirements used in your organisation? |
|Provide basic system |What products and procedures do you have in place for backing up and restoring data? |
|administration |Describe the product you use for account management? |
| |What is the procedure used in your organisation for users obtaining access to the network drive? |
|ICAS3032B |If you were asked to develop a Disaster Recovery Plan, what would you include? |
|Provide network systems|What are the typical issues that can affect monitoring network performance? |
|administration |What tests do you perform to determine network connectivity? |
|ICAS3034B |Describe server administration tasks you typically perform in your work? |
|Determine and action |Are you aware of any maintenance that happens in your organisation on switches? |
|network problems | |
|ICAS3120B |Describe some network administration tasks you are aware of? |
|Configure and |Explain where you can see configuration and diagnostic information on your system? |
|administer a network |What organisational policies apply in your workplace in relation to network administration |
|operating system |Describe user account management tasks you undertake in your work? |
|ICAS3121B |What is your experience with installing, maintaining, and managing network peripherals? |
|Administer network |Explain what a hardware driver does? |
|peripherals |Give examples of problems you have come across with peripherals and how you have resolved them? |
|ICAI3021B |Identify the requirements for a computer used for gaming compared to a computer used for occasional office purposes? |
|Connect internal |Explain the BIOS? |
|hardware components |Describe internal hardware components you have installed and the process used? |
| |Where would you go to get a hardware driver? |
|ICAS3115B |Explain an instance when you had to diagnose and repair equipment or software faults, and describe the process used? |
|Maintain equipment and |Describe how you maintain documentation and a knowledge base at your work? |
|software in working |How do you manage client software? |
|order | |
|ICTCC330A |Describe the customer service policies or agreements your organisation uses? |
|Manage customer |What type of customer feedback do you receive and how do you use it to improve customer relations? |
|relationship |Provide examples of customer complaints you have managed and how you have responded? |
|ICAB3018B |How do you determine whether a macro or a template suit the client’s documentation requirements? |
|Develop macros and |What steps do you take to ensure that the client’s needs are met? |
|templates for clients |In what ways would you support the client after developing the macro or template? |
|using standard products| |
|ICAB4135B |Name a HTML text editor you prefer to use and why? |
|Create a simple mark-up|What features should a HTML page have as a minimum? |
|language document to |Describe basic features you have created in a webpage using mark-up language? |
|specification |How do you test the validity of the mark-up language created? |
|ICAB4169B |When building a website, how do you select a website structure and appropriate tools? |
|Use development |What makes a bad website? |
|software and IT tools |What validation tests do you undertake following construction? |
|to build a basic | |
|website | |
|ICAS4108B |Name 2 different database management systems? |
|Complete database |Explain the difference between an offline/cold backup and online/hot backup? |
|back-up and recovery |An incremental backup, differential backup and a full backup are 3 different approaches to backing up data. Explain 2 |
| |of the 3 approaches? |
| |Company ABC backs up its database nightly from 10pm - 11pm using a differential backup and does a full back up 11pm - |
| |5am Sundays. Should the database crash at 5am on Wednesday and require a full restore which backups are required? |
|ICAS4134B |Describe user support matters you have dealt with in your work using the remote help desk? |
|Provide first-level |What are important requirements when providing remote support? |
|remote help desk |How do you communicate with the client to ensure resolution and ongoing support for the issue? |
|support |How do you effectively close out a remote support call? |
|RECORD OF CONVERSATION |
|ICAD3218B Create user documentation |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 1: Describe organisational documents you have designed using various software.
Question 2: What review techniques do you use in your organisation when preparing user documentation?
Question 3: What are some important considerations when preparing user documents?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 1 | | | |
| |Organisational policies and procedures | | |
| |Quality standards | | |
| |Style guides | | |
| |Web design | | |
|Outlines specific requirements of documents including audience, format, | | | |
|templates, content etc | | | |
|Outlines documents designed including: | | | |
|Word processing templates – forms, reports, letters | | | |
|Manuals | | | |
|Email mail outs | | | |
|Presentations | | | |
|Spreadsheets | | | |
|Databases | | | |
|Question 2 | | | |
|Completes first draft of document | | | |
|Conducts a user review | | | |
|Conducts a peer and/or supervisor review | | | |
|Conducts a quality control review | | | |
|Confirms acceptance and registration in knowledge base | | | |
|Uses feedback to alter documentation | | | |
|Prepares final document according to organisaitonal requirements | | | |
|Question 3 | | | |
|Uses standard templates in organisation | | | |
|Inserts screen shots in document | | | |
|Knows the audience | | | |
|Ensures all user requirements are followed | | | |
|Ensures correct information | | | |
|Ensures clarity and readability of information | | | |
|Finds other people’s documents in the system | | | |
|RECORD OF CONVERSATION |
|ICAI3020B Install and optimise operating system software |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 4: Describe your experience in installing operating system software.
Question 5: How do you ensure a successful installation?
Question 6: What matters will you need to communicate with the user before, during and after installation of operating system software?
Question 7: What are some typical tasks involved with installing and optimising the operating system?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 4 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
| |Licensing | | |
|Demonstrates experience in a range of operating systems e.g. Linux 7.0 or | | | |
|above, Windows 2000 or above, Apple OS X or above | | | |
|Demonstrates experience with stand alone PC installation and network | | | |
|installation | | | |
|Demonstrates experience in configuring operating systems to organisation | | | |
|requirements | | | |
|Discusses functions and features of operating systems | | | |
|Outlines variety of hardware and software products, general features and | | | |
|capabilities | | | |
|Question 5 | | | |
|Demonstrates knowledge of hardware requirements | | | |
|Explains to user how it works in their area and provide opportunity for | | | |
|feedback | | | |
|Obtains licenses for software installed | | | |
|Obtains or prepares relevant documentation | | | |
|Stores all materials appropriately and keeps register up to date | | | |
|Question 6 | | | |
|Communication around: | | | |
|Details of project plan | | | |
|Documentation available | | | |
|User instructions to apply | | | |
|Details of training | | | |
|Details outlining differences between operating system and a standard install | | | |
|Time the project will take | | | |
|Adding a default printer after install | | | |
|Affects of installation on local data | | | |
|Question 7 | | | |
|Tasks may include: | | | |
|Adds to the domain | | | |
|Ensures operating system has drivers assigned for all hardware | | | |
|Assigns computer names | | | |
|Changes IP addresses | | | |
|Changes virtual memory | | | |
|Obtains correct tools e.g. build or installation CD and documentation | | | |
|Ensures ability to see file attributes – read/write, delete permissions | | | |
|RECORD OF CONVERSATION |
|ICAS3031B Provide advice to clients |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 8: Describe your experience in providing advice to clients?
Question 9: When a client problem is logged, how do you analyse client issues?
Question 10: What documentation is involved in providing advice to clients?
Question 11: How do you ensure you communicate effectively with clients in dealing with requests?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 8 | | | |
| |Organisational policies and procedures | | |
| |Effective communication | | |
| |Excellent customer service | | |
|Demonstrates experience in IT call centre | | | |
|Demonstrates experience in desktop support | | | |
|Describes remote support user phone and online instructions | | | |
|Describes process used in providing advice | | | |
|Question 9 | | | |
|Uses appropriate questioning of client to obtain specific details of problem | | | |
|(open questioning) | | | |
|Undertakes standard checks to eliminate obvious problems e.g. caps lock off, | | | |
|network connectivity | | | |
|Demonstrates ability to allocate call to appropriate technical stream e.g. | | | |
|network administrator, web developer, desktop support etc | | | |
|Understands key escalation points for referring problem | | | |
|Question 10 | | | |
|Explains organisational procedures for documentation | | | |
|Uses standard client tracking system | | | |
|Records advice in email or note form | | | |
|Closes out call effectively and documents resolution | | | |
|Procedural documentation | | | |
|Question 11 | | | |
|Listens actively to client problems | | | |
|Uses appropriate questioning (open questions) | | | |
|Shows empathy | | | |
|Explains action to be taken to resolve | | | |
|Obtains feedback | | | |
|Obtains client’s preferred method of contact | | | |
|RECORD OF CONVERSATION |
|ICAS3234B Care for computer hardware |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 12: What safety factors and manufacturers requirements do you need to consider when moving and maintaining hardware and peripherals?
Question 13: What factors do you take into account when determining the location for hardware and peripherals?
Question 14: Describe the tasks involved to maintain a hard drive?
Question 15: Identify the typical components of a PC and how they interconnect?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 12 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
| |Vendor warranty and maintenance | | |
| |agreements | | |
|Ensures power is switched off before working on equipment | | | |
|Observes safe weight limits for moving equipment | | | |
|Maintains cables and cords out of walkways | | | |
|Stores boxes and packets out of pathways and hallways | | | |
|Uses static protection for ‘earthing’ equipment | | | |
|Uses appropriate packing components e.g. foam and bubble wrap, anti-static | | | |
|bags | | | |
|Determines appropriate location for equipment | | | |
|Recording and reporting responsibilities | | | |
|Question 13 | | | |
|Adequate light and ventilation | | | |
|Appropriate height and position for terminals | | | |
|Sufficient space | | | |
|Safe location of cable and cords | | | |
|Appropriate temperature | | | |
|Question 14 | | | |
|Carry out Defragmentation | | | |
|Create backups of files | | | |
|Conduct error Checking / Disk Scan | | | |
|Clear Temporary Internet Files | | | |
|Remove Spyware | | | |
|Run Anti Virus | | | |
|Delete old files and clear recycle bin | | | |
|Run Disk Cleanup (Windows) | | | |
|Question 15 | | | |
|CPU | | | |
|RAM | | | |
|Hard Drive | | | |
|Motherboard | | | |
|PCI slots | | | |
|Video card | | | |
|AGP | | | |
|Discussion around how these components inter-connect with each other and how | | | |
|this knowledge helps diagnose hardware problems | | | |
|RECORD OF CONVERSATION |
|ICAT3025B Run standard diagnostic tests |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 16: Describe how you run diagnostic testing of systems and equipment?
Question 17: How do you manually run a virus scan?
Question 18: What are your typical corporate rules for protecting systems from viruses?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 16 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
| |Licensing | | |
|Uses logical approach to testing | | | |
|Uses third party software – candidate to identify | | | |
|Uses benchtop testing | | | |
|Prints test page for printer testing | | | |
|Question 17 | | | |
|Describes virus scanning software used | | | |
|Demonstrates understanding of rectification for virus and other problems | | | |
|Describes reporting processes for system problems | | | |
|Describes record keeping processes used | | | |
|Knows where to find virus definitions | | | |
|Question 18 | | | |
|Restrictions on use of email attachments e.g. no Executable files | | | |
|Limitations on website downloads | | | |
|Use of automated anti-virus software | | | |
|Restrictions on forwarding of irrelevant emails | | | |
|Deleting email from unknown users | | | |
|Escalation procedure where problem is found | | | |
|RECORD OF CONVERSATION |
|ICAU3004B Apply occupational health and safety procedures |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 19: What OH & S requirements do you need to be aware of when doing your job?
Question 20: How do you participate in documenting and reporting workplace issues?
Question 21: What types of ergonomic advice have you provided to clients in relation to IT equipment?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 19 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
|Fire protection procedures | | | |
|Not working on ‘live’ equipment | | | |
|Use of weight limits when moving equipment | | | |
|Safe storage of equipment | | | |
|Use of emergency switches to shut down system | | | |
|No ‘daisy chaining’ leads and power boards | | | |
|Regular testing and tagging of cables | | | |
|Question 20 | | | |
|Demonstrates understanding of workplace OH&S policies | | | |
|Contributes to OH&S documentation | | | |
|Describes reporting system used for workplace incidents | | | |
|Prepares basic OH&S procedures | | | |
|Identifies first aid officer and OH&S officer | | | |
|Question 21 | | | |
|Location of monitor in front and at eye level | | | |
|Use of arm rests and foot rests | | | |
|Use of document holders | | | |
|Use of rests for mouse hand | | | |
|Adequate lighting at workstation | | | |
|Regular breaks from computer screen | | | |
|Appropriate chair height | | | |
|RECORD OF CONVERSATION |
|ICAU3019A Migrate to new technology |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 22: How do you remain up to date with new trends and technology in IT?
Question 23: How do you use your knowledge to identify trends that could help your organisation? Provide examples.
Question 24: What are typical problems you need to be aware of when migrating to new technology?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 22 | | | |
| |Awareness of new trends and technologies| | |
| |Risks with adopting new technologies | | |
| |Licensing | | |
| |Organisational policies and procedures | | |
|Newspaper articles | | | |
|Internet searches and forums | | | |
|Peers | | | |
|IT magazines | | | |
|Media releases | | | |
|Question 23 | | | |
|Identifies best available deals | | | |
|Identifies items being superseded or outdated | | | |
|Identifies problematic equipment or systems | | | |
|Predicts equipment changes and upgrades | | | |
|Question 24 | | | |
|Compatibility with existing systems and equipment | | | |
|Training requirements | | | |
|Limited knowledge base for support if new technology | | | |
|New technology may be expensive | | | |
|Ability to identify upgrade paths | | | |
|RECORD OF CONVERSATION |
|ICAU3028A Customise packaged software applications for clients |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 25: Describe the software applications you have customised in your work?
Question 26: What process do you follow to undertake customisation?
Question 27: Describe problems you have experienced in customising software applications and how you have resolved these.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 25 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
| |Licensing | | |
| |Vendor warranty and maintenance | | |
| |agreements | | |
|Names of applications used | | | |
|Provides description of changes made | | | |
|Provides any documentation created | | | |
|Question 26 | | | |
|Determines need for customisation – client and technical | | | |
|Describes how customisation was implemented | | | |
|Conducts testing (UAT) | | | |
|Conducts deployment testing | | | |
|Describes products used to package e.g. Installshield, Novell Snapshot | | | |
|Question 27 | | | |
|Describes issues experienced | | | |
|Describes how issue was found | | | |
|Describes how issue was fixed | | | |
|Describes specific testing undertaken to resolve | | | |
|RECORD OF CONVERSATION |
|ICAU3126B Use advanced features of computer applications |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 28: Explain ‘work-arounds’ or advanced features you have used with applications, to overcome a complex problem?
Question 29: How have you used advanced features of applications to achieve efficiencies or other improvements in your organisation?
Question 30: Describe the support resources you use to overcome problems?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 28 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
| |Licensing | | |
| |Vendor warranty and maintenance | | |
| |agreements | | |
|Identifies appropriate applications for problem | | | |
|Provides adequate example of complex use of system | | | |
|Examples: | | | |
|Word: Insert headers and a table of contents or creating a “fill in form” | | | |
|Outlook: Create an email with “voting buttons” or track an email | | | |
|Macros: Creation and use of Macros | | | |
|Question 29 | | | |
|Describes a complex problem requiring manipulation of data e.g. production of | | | |
|a report or importing data | | | |
|Demonstrates strong understanding of capabilities of application identified | | | |
|Applies application to overcome organisational problem | | | |
|Question 30 | | | |
|Application Help menu | | | |
|Internet support | | | |
|Peer support | | | |
|Formal training | | | |
|RECORD OF CONVERSATION |
|ICAI3110B Implement system software changes |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 31: Describe the major system software changes you have undertaken in your job?
Question 32: When making system software changes, what is the typical process you follow?
Question 33: What communication strategies do you follow before, during and after system changes are made?
Question 34: What are important steps to follow at the conclusion of the installation?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 31 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
| |Licensing | | |
| |Vendor warranty and maintenance | | |
| |agreements | | |
|Operating system upgrades | | | |
|Application upgrades | | | |
|Financial systems | | | |
|Records management systems | | | |
|Customer service systems | | | |
|Question 32 | | | |
|Identifies needs or requirements of upgrade | | | |
|Determines how to deploy – SMS, Novell application launcher, login scripts etc| | | |
|Identifies risks, sociability, network capacity, equipment requirements | | | |
|Understands user profiles – how many, peak usage periods | | | |
|Identifies hardware requirements | | | |
|Obtains original software for inclusion in register | | | |
|Verifies ongoing support arrangements – SLA or external | | | |
|Undertakes testing – user testing as well as development | | | |
|Identifies business contacts for escalation | | | |
|Prepares user documentation | | | |
|Prepare operational team documentation for support | | | |
|Question 33 | | | |
|Discusses client requirements fully | | | |
|Provides client with project plan | | | |
|Involves client representative in steering committee meetings | | | |
|Explains timeframes involved | | | |
|Explains impact of changes to client | | | |
|Ensures adequate support is available during project to answer enquiries | | | |
|Prepares adequate user documentation | | | |
|Undertakes sufficient client training | | | |
|Seeks client feedback post project | | | |
|Question 34 | | | |
|Completes user documentation | | | |
|Undertakes all user acceptance testing | | | |
|Prepares roll back plan | | | |
|Prepares contingency plan | | | |
|Ensures all support arrangements are in place | | | |
|RECORD OF CONVERSATION |
|ICAI3101B Install and manage network protocols |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 35: Give examples of protocols you have used in your work?
Question 36: Explain why we need network protocols?
Question 37: What are some typical uses of network protocols in your organisation?
Question 38: Explain the use of one of the following protocols: Network protocols, subnets, HTTPS, SSL, SMTP, FTP, Telnet, HTTP.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 35 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
|TCP/IP | | | |
|Hypertext transfer protocol (HTTP) | | | |
|Simple network management protocol (SNMP) | | | |
|H.323 protocol | | | |
|Internet protocol (IP) | | | |
|Electronic mail protocols | | | |
|Address resolution protocol (ARP) | | | |
|Wireless application protocol (WAP) | | | |
|Dynamic host configuration protocol (DHCP) | | | |
|Simple object access protocol (SOAP) | | | |
|Internet protocol version 6 (IPv6) | | | |
|File transfer protocol (FTP) | | | |
|Question 36 | | | |
|Secure and efficient communication between devices | | | |
|Access to internet | | | |
|Standardised communication between devices | | | |
|Question 37 | | | |
|Define the IP addressing scheme at the workplace | | | |
|Subnet addressing | | | |
|Transfer of files electronically | | | |
|Electronic messaging | | | |
|websites (Secure and unsecured) | | | |
|Question 38 | | | |
|Network Protocols | | | |
|Network protocols define a language of rules and conventions for communication| | | |
|between network devices. | | | |
|Subnets | | | |
|Subnetting allows a network to be logically divided regardless of the physical| | | |
|layout of a network. | | | |
|HTTPS: | | | |
|HTTPS (Hypertext Transfer Protocol over Secure Socket Layer, or HTTP over SSL)| | | |
|is a Web protocol that encrypts and decrypts user page requests as well as the| | | |
|pages that are returned by the Web server. | | | |
|SSL | | | |
|The Secure Sockets Layer (SSL) is a commonly-used protocol for managing the | | | |
|security of a message transmission on the Internet. SSL has recently been | | | |
|superseded by Transport Layer Security (TLS), which is based on SSL | | | |
|SMTP | | | |
|SMTP (Simple Mail Transfer Protocol) is a TCP/IP protocol used in sending and | | | |
|receiving e-mail. | | | |
|FTP | | | |
|File Transfer Protocol (FTP), is the simplest way to exchange files between | | | |
|computers on the Internet. FTP is commonly used to transfer Web page files | | | |
|from their creator to the computer that acts as their server for everyone on | | | |
|the Internet. It's also commonly used to download programs and other files to | | | |
|your computer from other servers. | | | |
|Telnet | | | |
|Telnet is a user command and an underlying TCP/IP protocol for accessing | | | |
|remote computers. With Telnet, you log on as a regular user with whatever | | | |
|privileges you may have been granted to the specific application and data on | | | |
|that computer. Telnet is most likely to be used by program developers and | | | |
|anyone who has a need to use specific applications or data located at a | | | |
|particular host computer. | | | |
|HTTP | | | |
|HTTP (Hypertext Transfer Protocol) is the set of rules for transferring files | | | |
|(text, graphic images, sound, video, and other multimedia files) on the World | | | |
|Wide Web. As soon as a Web user opens their Web browser, the user is | | | |
|indirectly making use of HTTP. The latest version of HTTP is HTTP 1.1. | | | |
|RECORD OF CONVERSATION |
|ICAS3024B Provide basic system administration |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 39: Describe the password requirements used in your organisation?
Question 40: What products and procedures do you have in place for backing up and restoring data?
Question 41: Describe the product you use for account management?
Question 42: What is the procedure used in your organisation for users obtaining access to the network drive?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 39 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection System security | | |
| |procedures | | |
| |Effective backup procedures | | |
| |Account management | | |
|Minimum password length | | | |
|Characters used e.g. must be alphanumeric | | | |
|How long the password will be valid | | | |
|Password policies | | | |
|Question 40 | | | |
|Ghost or other desktop solution | | | |
|Net backup or other enterprise solution | | | |
|Allocated backup windows i.e. suitable timeframes | | | |
|Frequency of backup based on business requirements | | | |
|Storage of backed up data | | | |
|Question 41 | | | |
|Products may include Active Directory, Netware/Novell etc | | | |
|Describes product functionality | | | |
|Demonstrates understanding of appropriate use of product | | | |
|Question 42 | | | |
|Application request (usually a form) | | | |
|Sign off by management | | | |
|Request lodged with Help desk | | | |
|Network drive “owner” contacted | | | |
|Access is granted and account modified | | | |
|RECORD OF CONVERSATION |
|ICAS3032B Provide network systems administration |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 43: If you were asked to develop a Disaster Recovery Plan, what would you include?
Question 44: What are the typical issues that can affect monitoring network performance?
Question 45: What tests do you perform to determine network connectivity?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 43 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
| |Network troubleshooting | | |
|Offsite storage | | | |
|Regular backup | | | |
|Media used to save data (CD, tape etc) | | | |
|Recovery documentation | | | |
|Fire proof safes | | | |
|Communication plan | | | |
|Backup data centre | | | |
|Copies of software | | | |
|Question 44 | | | |
|Disruptions and malfunctions | | | |
|Virus interference | | | |
|Slowness in response times | | | |
|Accessibility of devices | | | |
|Inappropriate or unlicensed software usage | | | |
|Question 45 | | | |
|PING Tests | | | |
|IP release and renewal (IPConfig) | | | |
|Query the switch | | | |
|Observing link lights | | | |
|Properties of network card | | | |
|RECORD OF CONVERSATION |
|ICAS3034B Determine and action network problems |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 46: Describe server administration tasks you typically perform in your work?
Question 47: Are you aware of any maintenance that happens in your organisation on switches?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 46 | | | |
| |Organisational policies and procedures | | |
| |System security | | |
| |Virus protection | | |
| |Excellent client service | | |
| |Effective communication | | |
|Check the performance of the server Start / Programs / Admin Tools / | | | |
|Performance | | | |
|Check Disk Space | | | |
|Check CPU Utilisation | | | |
|Follow build procedure and build a server, understanding and explaining each | | | |
|step | | | |
|Apply patches / hot fixes knowing which patch/hot fix is relevant | | | |
|Research issues and read and understand Technical Information Documents | | | |
|Question 47 | | | |
|Running reports on performance | | | |
|Checking bandwidth | | | |
|Monitoring software e.g. Wireshark | | | |
|Configuring backup on switch | | | |
|RECORD OF CONVERSATION |
|ICAS3120B Configure and administer a network operating system |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 48: Describe some network administration tasks you are aware of?
Question 49: Explain where you can see configuration and diagnostic information on your system?
Question 50: What organisational policies apply in your workplace in relation to network administration?
Question 51: Describe user account management tasks you undertake in your work?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 48 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
| |Licensing | | |
|Distribute/install software | | | |
|Monitor server free disk space | | | |
|Deploy patches/hot fixes | | | |
|Installing operating system on servers | | | |
|Morning integrity checks | | | |
|Question 49 | | | |
|Control Panel | | | |
|System Properties / advanced tab | | | |
|Device Manager | | | |
|Using 3rd party products | | | |
|Question 50 | | | |
|System maintenance | | | |
|Security | | | |
|Diagnostic testing procedures | | | |
|Occupational health and safety | | | |
|File structures and restrictions | | | |
|User access requirements | | | |
|Virus protection | | | |
|Testing and review of network | | | |
|Backup and recovery | | | |
|Question 51 | | | |
|Creating user accounts | | | |
|Deleting user accounts | | | |
|Re-setting passwords | | | |
|Distributing software | | | |
|Allowing network drive access | | | |
|Configuring logon times | | | |
|Granting internet access | | | |
|RECORD OF CONVERSATION |
|ICAS3121B Administer network peripherals |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 52: What is your experience with installing, maintaining, and managing network peripherals?
Question 53: Explain what a hardware driver does?
Question 54: Give examples of problems you have come across with peripherals and how you have resolved them?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 52 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
| |Vendor service agreements | | |
|Printers as a minimum | | | |
|scanners, tape cartridges | | | |
|Speakers, multimedia kits | | | |
|Personal computer fax/modems | | | |
|Input equipment may include mouse, touch pad, keyboard, pens | | | |
|Mobile phones, palmtops and personal digital assistants (PDAs), laptops and | | | |
|desktop computers | | | |
|Bluetooth devices, universal serial bus (USB), Firewire (IEEE 1394) | | | |
|Tasks for managing peripherals: | | | |
|Creating/installing a network printer | | | |
|Assigning rights to the printer | | | |
|Accessing print keys | | | |
|Question 53 | | | |
|A piece of software that enables a piece of hardware to talk to an operating | | | |
|system and vice-versa | | | |
|Question 54 | | | |
|Problems experienced: | | | |
|No connection | | | |
|Poor performance | | | |
|Printer not responding | | | |
|Upgrades and installations | | | |
|Rectification action: | | | |
|Demonstrates logical approach to resolve | | | |
|Checks properties | | | |
|Checks drivers installed correctly | | | |
|RECORD OF CONVERSATION |
|ICAI3021B Connect internal hardware components |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 55: Identify the requirements for a computer used for gaming compared to a computer used for occasional office purposes?
Question 56: Explain the BIOS?
Question 57: Describe internal hardware components you have installed and the process used?
Question 58: Where would you go to get a hardware driver?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 55 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
| |Vendor warranty | | |
|Demonstrates understanding of different specification requirements of the two | | | |
|uses | | | |
|Demonstrates understanding of range of PC specifications available and relates| | | |
|them to user requirements | | | |
|Requirements of high capacity machine e.g. gaming: | | | |
|High capacity RAM | | | |
|Video card | | | |
|High capacity hard drive | | | |
|High speed interface | | | |
|Question 56 | | | |
|The program a personal computer's microprocessor uses to get the computer | | | |
|system started after you turn it on. It also manages data flow between the | | | |
|computer's operating system and attached devices such as the hard disk, video | | | |
|adapter, keyboard, mouse and printer | | | |
|Question 57 | | | |
|Components include: | | | |
|motherboards, CMOS battery, central processing unit (CPU), CD and DVD drives, | | | |
|interface cards, drives, fax/modem cards, RAM upgrades, CPU upgrades. | | | |
|Obtains specifications and requirements | | | |
|Sources components from vendors | | | |
|Installs components safely | | | |
|Tests components | | | |
|Documents the process used | | | |
|Carries out handover and instructions with client | | | |
|Question 58 | | | |
|As minimum, vendor’s website | | | |
|Resource CD provided with PC | | | |
|Other internet sites | | | |
|RECORD OF CONVERSATION |
|ICAS3115B Maintain equipment and software in working order |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 59: Explain an instance when you had to diagnose and repair equipment or software faults, and describe the process used?
Question 60: Describe how you maintain documentation and a knowledge base at your work?
Question 61: How do you manage client software?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 59 | | | |
| |Organisational policies and procedures | | |
| |Workplace health and safety | | |
| |System security | | |
| |Virus protection | | |
|Undertakes process of elimination | | | |
|Drills to root cause | | | |
|Describes how repair undertaken | | | |
|Runs appropriate tests | | | |
|Escalates where required | | | |
|Researches using internet | | | |
|Seeks advice of peers | | | |
|Refers to organisation’s knowledge base | | | |
|Prepares clear documentation | | | |
|Question 60 | | | |
|Creates documentation on maintenance procedures and issues resolution | | | |
|Makes documentation available in a shared location | | | |
|Keeps adequate record of all maintenance schedules | | | |
|Includes any reference material used (e.g. internet sources) | | | |
|Question 61 | | | |
|Stores in a secure place | | | |
|Maintains appropriate register | | | |
|Keeps record of borrowings and returns (e.g. email confirmation) | | | |
|RECORD OF CONVERSATION |
|ICTCC330A Manage customer relationship |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 62: Describe the customer service policies or agreements your organisation uses?
Question 63: What type of customer feedback do you receive and how do you use it to improve customer relations?
Question 64: Provide examples of customer complaints you have managed and how you have responded?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 62 | | | |
| |Organisational policies and procedures | | |
| |Effective communication | | |
| |Excellent customer service | | |
|Service level agreements | | | |
|Customer service charter | | | |
|Refund policies | | | |
|Minimum response standards | | | |
|Performance indicators | | | |
|Question 63 | | | |
|Type of feedback: | | | |
|Customer satisfaction surveys | | | |
|Informal feedback at close-off of job | | | |
|Formal compliments and complaints | | | |
|Regular customer ratings reports | | | |
|How feedback is used: | | | |
|Transfer of customer comments to knowledge bank | | | |
|Use of customer feedback to improve procedures | | | |
|Discussion of customer issues at team meetings | | | |
|Question 64 | | | |
|Type of complaints: | | | |
|Equipment or systems failure | | | |
|Inadequate response time | | | |
|Poor communication regarding work to be undertaken | | | |
|Lack of handover to client at conclusion of the job | | | |
|Appropriate responses: | | | |
|Listens attentively to customer problems | | | |
|Establishes the root cause of the problem through appropriate questioning | | | |
|Uses customer complaint to improve procedures | | | |
|Responds appropriately to customer on action taken | | | |
|Offers opportunity to escalate | | | |
|RECORD OF CONVERSATION |
|ICAB3018B Develop macros and templates for clients using standard products |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 65: How do you determine whether a macro or a template suit the client’s documentation requirements?
Question 66: What steps do you take to ensure that the client’s needs are met?
Question 67: In what ways would you support the client after developing the macro or template?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 65 | | | |
| |Organisational policies and procedures | | |
| |System security | | |
| |Virus protection | | |
| |Excellent client service | | |
| |Effective communication | | |
|Using effective communication skills, assess the client’s documentation needs | | | |
|such as contracts, letters, memos, proposals, checklists, procedural | | | |
|documentation, presentations etc. | | | |
|Define Macro – series of commands that can be recorded so they can be played | | | |
|back or executed later. Macros can be useful when a series of repetitive tasks| | | |
|need to be performed such as - Formatting text, run programs, delete / create | | | |
|files at a specific time, input common phases such as email address with a | | | |
|"hot" key. | | | |
|Define Template – style guide for a document with pre-defined text. Templates | | | |
|can be useful when numerous documents require the same style or have the same | | | |
|pre-defined text. | | | |
|Question 66 | | | |
|Identify appropriate industry-recognised software applications for the | | | |
|specific job. | | | |
|Procedure for developing a macro or template and ability to demonstrate it for| | | |
|the client to gain their feedback. | | | |
|Make necessary adjustments and update to meet client need | | | |
|Question 67 | | | |
|Provide the client with verbal and written instructions | | | |
|Provide support and instruction requirements to the client help desk | | | |
|RECORD OF CONVERSATION |
|ICAB4135B Create a simple mark-up language document to specification |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 68: Name a HTML text editor you prefer to use and why?
Question 69: What features should a HTML page have as a minimum?
Question 70: Describe basic features you have created in a webpage using mark-up language?
Question 71: How do you test the validity of the mark-up language created?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 68 | | | |
| |Organisational policies and procedures | | |
| |System security | | |
| |Virus protection | | |
|Notepad, MS Word, Dreamweaver, Frontpage | | | |
|Client needs and document purpose determine the appropriate text editor | | | |
|Determine appropriate document structure and browser-safe colours | | | |
|Question 69 | | | |
| | | | |
|This code will make a blank webpage | | | |
|Question 70 | | | |
|Basic page structure such as margins, paragraphs, headings | | | |
|Lists – numbered and bulleted | | | |
|Emphasis | | | |
|Frames | | | |
|Images | | | |
|Backgrounds and colours | | | |
|Tables | | | |
|Links and anchors | | | |
|Question 71 | | | |
|Preview page in multiple browsers | | | |
|Check against business requirements | | | |
|Obtain client feedback | | | |
|Use third party software to test code | | | |
|RECORD OF CONVERSATION |
|ICAB4169B Use development software and IT tools to build a basic website |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 72: When building a website, how do you select a website structure and appropriate tools?
Question 73: What makes a bad website?
Question 74: What validation tests do you undertake following construction?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 72 | | | |
| |Organisational policies and procedures | | |
| |System security | | |
| |Virus protection | | |
|Selects a structure that meets business requirements | | | |
|Selects a structure that meets design requirements | | | |
|Selects tools trained on and skilled to use | | | |
|Selects tools that comply with industry standards | | | |
|Question 73 | | | |
|Dead links | | | |
|Long load times | | | |
|Spelling and punctuation errors | | | |
|Too much clutter | | | |
|Page not fitting screen | | | |
|Too much text | | | |
|Information not being relevant to business | | | |
|Question 74 | | | |
|Preview page in multiple browsers | | | |
|Check against business requirements | | | |
|Obtain client feedback | | | |
|Use third party software to test code | | | |
|Check all hyperlinks | | | |
|User load stress test | | | |
|Test for functionality | | | |
|Test for conformance with industry design standards | | | |
|RECORD OF CONVERSATION |
|ICAS4108B Complete database back-up and recovery |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 75: Name 2 different database management systems?
Question 76: Explain the difference between an offline/cold backup and online/hot backup?
Question 77: An incremental backup, differential backup and a full backup are 3 different approaches to backing up data. Explain 2 of the 3 approaches?
Question 78: Company ABC backs up its database nightly from 10pm - 11pm using a differential backup and does a full back up 11pm - 5am Sundays. Should the database crash at 5am on Wednesday and require a full restore which backups are required?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 75 | | | |
| |Organisational policies and procedures | | |
| |System security | | |
| |Virus protection | | |
|SQL Server | | | |
|Ingres | | | |
|Oracle | | | |
|Access | | | |
|Sybase | | | |
|Adaptive Server Enterprise | | | |
|Adaptive Server Anywhere | | | |
|SQL Anywhere | | | |
|Informix | | | |
|MySQL | | | |
|Filemaker | | | |
|IDMSX | | | |
|Question 76 | | | |
|Offline – database is shut down, database is offline for the backup | | | |
|Online – database remains online providing increased availability | | | |
|Question 77 | | | |
|Incremental backup is a backup of every file on a file system which has | | | |
|changed since the last Incremental backup. | | | |
|A differential backup is a backup of every file on a file system which has | | | |
|changed since the last full backup. | | | |
|A full backup is a backup of every file on a file system, whether that file | | | |
|has changed or not | | | |
|Question 78 | | | |
|The full backup from Sunday night and the differential backup from Tuesday | | | |
|night | | | |
|RECORD OF CONVERSATION |
|ICAS4134B Provide first-level remote help desk support |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 79: Describe user support matters you have dealt with in your work using the remote help desk?
Question 80: What are important requirements when providing remote support?
Question 81: How do you communicate with the client to ensure resolution and ongoing support for the issue?
Question 82: How do you effectively close out a remote support call?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 79 | | | |
| |Organisational policies and procedures | | |
| |System security | | |
| |Virus protection | | |
| |Effective communication | | |
| |Excellent customer service | | |
| |Privacy policies | | |
|Log on problems | | | |
|File management | | | |
|Guidance with application use | | | |
|System malfunction/errors | | | |
|Training/demonstrations | | | |
|Question 80 | | | |
|Makes initial decision on whether remote support is the best way to offer this| | | |
|service | | | |
|Applies good phone manner | | | |
|Uses appropriate language and tone of voice | | | |
|Paraphrases problem to ensure correct analysis | | | |
|Uses remote desktop tool effectively | | | |
|Explains to client the action to be taken | | | |
|Demonstrates understanding of the timeframes involved and explains to user | | | |
|Question 81 | | | |
|Uses appropriate questioning | | | |
|Listens to user issues | | | |
|Shows empathy to client | | | |
|Explains any necessary policies | | | |
|Obtains permission from client to access computer remotely | | | |
|Provides effective advice and guidance | | | |
|Question 82 | | | |
|Advises the client of completion | | | |
|Carries out appropriate disconnection | | | |
|Obtains client feedback | | | |
|Offers escalation option to client if not fully satisfied | | | |
|Provides advice to client on available support or information | | | |
|Completes documentation in knowledge base | | | |
SECTION D
Practical Tasks and
Observation Recording Sheets
You use this section to assist you in determining a candidate’s competency in those areas where they have not yet successfully demonstrated their skills, knowledge and prior experience. Therefore, candidates are not required to complete all tasks. You select tasks after considering available evidence collected through previous phases and according to context and needs of each candidate.
|PRACTICAL TASKS |
Candidates are not required to complete all tasks. The Assessor is to select tasks after considering available evidence collected through previous phases and according to the context and needs of each candidate.
|Unit of Competency |Practical Task |
|ICAD3218B |Assessor to provide a brief for creation of standard workplace document e.g. basic procedure. Candidate to prepare |
|Create user |document using appropriate software, submit it to the assessor for feedback and make relevant changes. |
|documentation |Note to assessor: provide a range of options for tools the candidate can use in creation of the template e.g. word |
| |processing application, spreadsheeting, presentation etc. |
|ICAI3020B |Assessor to provide a standard PC and operating system software package. |
|Install and optimise |Candidate to undertake installation to correct specifications and test for effectiveness including: |
|operating system |Adjustments for local time, date, English language (Australia) etc. |
|software |Separate the hard drive into partitions and Install operating system onto one partition, and prepare remainder of drive |
| |for data – involves creating second partition, create logical drive, format, assign drive letter H:\ |
|ICAS3031B |Assessor and candidate to role play an IT support situation, where assessor is user and candidate is providing call |
|Provide advice to |centre support. |
|clients |Assessor is having problems locating a file and candidate is to talk them through the different options to resolve |
| |problem. |
| |Assume the user is still having problems, undertake a simulated remote support service, where candidate takes the action|
| |on the users machine and explains the process to the user, using their customer service skills. |
| |Candidate to close out call effectively and seek feedback. |
|ICTCC330A | |
|Manage customer | |
|relationship | |
|ICAS4134B | |
|Provide first-level | |
|remote help desk | |
|support | |
|ICAS3234B |Assessor to provide a range of hardware (e.g. PCs, printers, routers etc). Candidate to connect all pieces of equipment|
|Care for computer |and undertake a range of diagnostic and maintenance checks on each and identify and report any faults. |
|hardware |Assessor to provide PC with virus scanning software. Candidate to run virus scanning manually and rectify any problems.|
|ICAT3025B | |
|Run standard diagnostic| |
|tests | |
|ICAU3004B |Assessed as part of other practical exercises. |
|Apply occupational | |
|health and safety | |
|procedures | |
|ICAU3019B |Research a new technology that would apply to your workplace and reference where you sourced the information. Identify |
|Migrate to new |the benefits new technology would provide. |
|technology | |
|ICAU3028B |Candidate to show the assessor an example of a package they have previously customised and demonstrate to the assessor |
|Customise packaged |the customisation they have made. Candidate to provide assessor with documented test plan for customisation. |
|software applications | |
|for clients | |
|ICAU3126B |Assessor to provide a range of task options involving use of advanced features in different software applications and |
|Use advanced features |candidate is to undertake one of the chosen tasks. Alternatively, candidate can choose from an application used in |
|of computer |their workplace and demonstrate an advanced feature. |
|applications |Examples include: |
| |Exporting data from Outlook as a CSV into Excel to manipulate |
| |Carry out advanced tasks in Outlook, such as voting buttons in an email |
|ICAI3110B |Assessor to provide a piece of software. |
|Implement system |Candidate to install on the PC and test for correct functionality. |
|software changes |Candidate to uninstall software. |
|ICAI3101B |Assessor to provide 2 PCs. Candidate to undertake the following networking tasks: |
|Install and manage |Configure peer to peer networking of the PCs and test for performance. |
|network protocols |Conduct a range of tests to determine network connectivity. |
| |Configure the operating system to share files. |
| |Create and set user permissions. |
| |Perform diagnostic tests of one of the networked PCs. This is to include CPU utilisation, disk space, page file use. |
| |Download and apply a relevant operating system patch/hot fix. |
|ICAS3032B | |
|Provide network systems| |
|administration | |
|ICAS3120B | |
|Configure and | |
|administer a network | |
|operating system | |
|ICAS3034B | |
|Determine and action | |
|network problems | |
|ICAS3024B |Candidate is to create a user account with password on a standalone PC. |
|Provide basic system |Candidate is to backup then restore hard drive data using Ghost or Windows backup or other suitable product (as selected|
|administration |by the candidate). |
| | |
|ICAS3121B |Assessor to provide standard printer and PC. |
|Administer network |Candidate is to undertake printer installation and maintenance and print test page. |
|peripherals |Candidate is to check properties of printer and cancel a print job. |
| |Candidate is to demonstrate where they could change a printer driver. |
|ICAI3021B |Assessor to provide stand alone PC. |
|Connect internal |Candidate is to access BIOS and identify hard drive within the BIOS. |
|hardware components |Candidate is to install 2nd hard drive and configure so it can be seen in operating system. |
|ICAS3115B |Assessor is to provide standalone PC. Candidate is to undertake a range of maintenance tasks of hard drive including: |
|Maintain equipment and |Defragmentation |
|software in working |Clear temporary internet files |
|order |Remove spyware/viruses |
| |Delete old files and clear recycle bin |
|ICAB3018B |Candidate to determine the organisations need for and create or update a macro to meet the need, explain where its use |
|Develop macros and |would be beneficial and ask for feedback. |
|templates for clients |Candidate to create a template for a standard letter to be sent to many recipients including date, header/footer, |
|using standard products|company address, closing paragraph and provide instruction on it’s use. |
|ICAB4135B |Assessor to provide a brief for a basic webpage, including hyperlinks, tables, images, lists, background and appropriate|
|Create a simple mark-up|format design. Candidate to develop basic webpage using simple mark-up language and test functionality. |
|language document to |Candidate is to develop basic website on a subject of their choice using a web development software tool. Website is to|
|specification |include multiple linked pages and include hyperlinks, tables, images, lists, background and appropriate format design. |
| |Candidate is to prove website works in different browsers. |
| |(Assessor to request ad hoc changes to site and candidate is to perform in both formats). |
| | |
| |Candidate to undertake an internet search for good and bad examples of websites, show the assessor the examples, and |
| |explain the good and bad features of each page or site. |
|ICAB4169B | |
|Use development | |
|software and IT tools | |
|to build a basic | |
|website | |
|ICAS4108B |Assessor to provide a simulated database environment, or practical assessment can be undertaken in the candidate’s |
|Complete database |workplace using a database of choice. |
|back-up and recovery |Candidate to undertake the following: |
| |Backup database |
| |Manipulate database - select information and delete |
| |Restore all data from the backup |
| |Prove the information has been restored correctly |
|OBSERVATION RECORDING SHEET |
|Practical Tasks |
CANDIDATE’S NAME: SIGNATURE: DATE:
ASSESSOR’S NAME: SIGNATURE: DATE:
LOCATION:
NB: The skills listed below must be verified by a competent assessor through observed demonstration either in the candidate’s workplace as part of the candidate’s normal work duty OR as part of a practical assessment/demonstration set by the assessor.
|Unit and element |Task No. |Observable behaviours in task |
|covered in task | | |
| | |Prepares work area appropriately |Organisational policies and | | | |
| | |Undertakes work safely |procedures | | | |
| | |Follows organisational procedures |Workplace health and safety | | | |
| | |Leaves work station in clean and tidy state |Effective communication | | | |
| | |Undertakes appropriate handover with client | | | | |
|ICAD3218B |1 |Selects appropriate software |Organisational policies and | | | |
|Create user | |Analyses client needs |procedures | | | |
|documentation | |Identifies relevant content |Quality standards | | | |
| | |Designs appropriate format | | | | |
| | |Verifies client satisfaction with result | | | | |
|ICAI3020B |2 |Installs system software correctly |Organisational policies and | | | |
|Install and optimise | |Configures system to meet client needs |procedures | | | |
|operating system | |Undertakes drive partitioning correctly |Workplace health and safety | | | |
|software | | |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
| | | |Licensing | | | |
|ICAS3031B |3 |Assesses client needs |Organisational policies and | | | |
|Provide advice to | |Uses appropriate questioning |procedures | | | |
|clients | |Determines root cause of problem through process of elimination |Effective communication | | | |
|ICTCC330A | |Demonstrates appropriate empathy to client |Excellent customer service | | | |
|Manage customer | |Displays politeness and courtesy to customer |Privacy policies | | | |
|relationship | |Explains corrective action clearly |System security | | | |
|ICAS4134B | |Keeps appropriate records |Virus protection | | | |
|Provide first-level | |Asks for client feedback at close of call | | | | |
|remote help desk | |Requests permission from user to conduct remote support connection | | | | |
|support | |Demonstrates understanding of remote support | | | | |
|ICAS3234B |4, 5 |Connects all components correctly |Organisational policies and | | | |
|Care for computer | |Actively takes precautions to avoid damage to computer components |procedures | | | |
|hardware | |Tests equipment is functioning correctly |Workplace health and safety | | | |
| | | |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
| | | |Vendor warranty and maintenance | | | |
| | | |agreements | | | |
|ICAT3025B |4, 5 |Connects all components correctly |Organisational policies and | | | |
|Run standard | |Tests equipment is functioning correctly |procedures | | | |
|diagnostic tests | |Undertakes virus scanning and corrective action |Workplace health and safety | | | |
| | | |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
| | | |Licensing | | | |
|ICAU3004B |2, 4, 5, 9, |Ensures all equipment is switched off before working on it |Organisational policies and | | | |
|Apply occupational |10, 11, 12, |Uses correct lifting procedures |procedures | | | |
|health and safety |13, 14, 15, |Complies with weight limits |Workplace health and safety | | | |
|procedures |16, 17 |Uses correct ergonomic positioning | | | | |
| | |Uses equipment and tools correctly | | | | |
| | |Handles equipment safely | | | | |
|ICAU3019B |6 |Researches a range of information sources |Organisational policies and | | | |
|Migrate to new | |Identifies relevant technology change |procedures | | | |
|technology | |Identifies benefits of technology |Awareness of new trends and | | | |
| | |Identifies potential problems with new technology |technologies | | | |
| | | |Risks with adopting new technologies | | | |
| | | |Licensing | | | |
|ICAU3028B |7 |Exhibits familiarity with the product and customisation |Organisational policies and | | | |
|Customise packaged | |Demonstrates test plan followed correctly |procedures | | | |
|software applications | | |Workplace health and safety | | | |
|for clients | | |System security | | | |
| | | |Virus protection | | | |
| | | |Licensing | | | |
| | | |Vendor warranty and maintenance | | | |
| | | |agreements | | | |
|ICAU3126B |8 |Communicates effectively with clients |Organisational policies and | | | |
|Use advanced features | |Selects appropriate application |procedures | | | |
|of computer | |Uses advanced features correctly |Workplace health and safety | | | |
|applications | | |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
| | | |Licensing | | | |
| | | |Vendor warranty and maintenance | | | |
| | | |agreements | | | |
|ICAI3110B |9 |Communicates effectively with clients |Organisational policies and | | | |
|Implement system | |Installs software correctly |procedures | | | |
|software changes | |Undertakes system testing |Workplace health and safety | | | |
| | |Uninstalls software correctly |System security | | | |
| | | |Virus protection | | | |
| | | |Licensing | | | |
| | | |Vendor warranty and maintenance | | | |
| | | |agreements | | | |
|ICAI3101B |10 |Connects PCs to network correctly |Organisational policies and | | | |
|Install and manage | |Configures system correctly |procedures | | | |
|network protocols | |Undertakes system testing |Workplace health and safety | | | |
| | | |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
|ICAS3024B |11, 12 |Creates user account and “strong” password correctly |Organisational policies and | | | |
|Provide basic system | |Backs up hard drive correctly |procedures | | | |
|administration | |Successfully restores data from backup |Workplace health and safety | | | |
| | | |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection System security | | | |
| | | |procedures | | | |
| | | |Effective backup procedures | | | |
| | | |Account management | | | |
|ICAS3032B |10 |Configures system correctly |Organisational policies and | | | |
|Provide network | |Creates user permissions |procedures | | | |
|systems administration| | |Workplace health and safety | | | |
| | | |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
| | | |Network troubleshooting | | | |
|ICAS3034B |10 |Uses a logical approach to determine issues |Organisational policies and | | | |
|Determine and action | |Undertake diagnostic testing |procedures | | | |
|network problems | |Installs relevant patches/hot fixes |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
| | | |Excellent client service | | | |
|ICAS3120B |10 |Configures system correctly |Organisational policies and | | | |
|Configure and | |Performs appropriate testing |procedures | | | |
|administer a network | | |Workplace health and safety | | | |
|operating system | | |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
| | | |Licensing | | | |
|ICAS3121B |13 |Installs printer correctly |Organisational policies and | | | |
|Administer network | |Tests printer |procedures | | | |
|peripherals | |Checks properties of printer |Workplace health and safety | | | |
| | |Successfully navigates to driver location |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
| | | |Vendor service agreements | | | |
|ICAI3021B |14 |Accesses BIOS correctly |Organisational policies and | | | |
|Connect internal | |Identifies hard drive |procedures | | | |
|hardware components | |Installs 2nd hard drive correctly |Workplace health and safety | | | |
| | |Configures hard drive |Effective communication | | | |
| | |Actively takes precautions to avoid damage to components |System security | | | |
| | |Uses tools in a safe a proper manner |Virus protection | | | |
| | |Accesses hard drive form operating system |Vendor warranty | | | |
|ICAS3115B |15 |Undertakes maintenance procedures correctly |Organisational policies and | | | |
|Maintain equipment and| |Uses tools in a safe a proper manner |procedures | | | |
|software in working | | |Workplace health and safety | | | |
|order | | |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
|ICAB3018B |16,17 |Assesses client needs appropriately |Organisational policies and | | | |
|Develop macros and | |Develops macro to meet needs |procedures | | | |
|templates for clients | |Formats macro appropriately |Effective communication | | | |
|using standard | |Explains appropriate use of macro |System security | | | |
|products | |Develops templates to meet needs |Virus protection | | | |
| | |Formats templates appropriately | | | | |
| | |Explains appropriate use of template | | | | |
|ICAB4135B |18, 20 |Assesses client needs for webpage |Organisational policies and | | | |
|Create a simple | |Writes code for webpage correctly |procedures | | | |
|mark-up language | |Meets criteria outlined for completion of practical tasks |Effective communication | | | |
|document to | |Webpage demonstrates all functional requirements e.g. hyperlinks etc |System security | | | |
|specification | |Identifies example webpage |Virus protection | | | |
|ICAB4169B |19, 20 |Selects appropriate tool |Organisational policies and | | | |
|Use development | |Uses web development tool to create website |procedures | | | |
|software and IT tools | |Meets criteria outlined for completion of practical tasks |Effective communication | | | |
|to build a basic | |Website demonstrates all functional requirements e.g. hyperlinks etc |System security | | | |
|website | |Successfully tests in separate browsers |Virus protection | | | |
| | |Identifies example websites | | | | |
|ICAS4108B |21 |Successful backup performed |Organisational policies and | | | |
|Complete database | |Competent navigation of the database |procedures | | | |
|back-up and recovery | |Successful restore |Effective communication | | | |
| | | |System security | | | |
| | | |Virus protection | | | |
SECTION E
Resources for Practical Tasks
You use this section to access any resources required by the candidate to undertake the practical task/s or scenario/s. They are suggested resources only. You may wish to modify or use other resources for the assessment tasks.
In undertaking RPL Assessment utilising this kit, assessors and participants may wish to visit the following sites for possible resources:
• Resource Generator – .au
• Innovation & Business Skills Australia – .au
SECTION F
Third Party Verification
The preferred approach in gaining third party validation is to take the forms in this section to the candidate’s previous employers or referees to gain confirmation of the candidate’s skills against the required competencies. This would be done during a conversation or interview with these people.
It may be beneficial to make contact with the employers/referees early in the recognition process to make appointments, particularly if you have to travel some distance to visit them. This may be done on the same day as a practical assessment in the workplace if appropriate.
It is recommended that verification be obtained from one or two referees who can confirm the candidate’s industry skills in context over time.
REFEREE TESTIMONIAL
(Date)
To whom it may concern,
RE: skills in/as
(insert candidate name) (insert industry/job title)
I certify that the above named person has:
worked at for a period of years
regularly undertaken the following activities within the workplace since commencing employment with this organisation:
( Initial those skills/ competencies (below) that the candidate has or can successfully perform in the workplace
← Created user documents such as manuals
← Installed operating systems and configured for optimal use
← Provided client support and developed customer relationships, including remote support
← Maintained computer hardware and internal components
← Ran tests, monitored performance and conducted troubleshooting of hardware and software
← Maintain awareness of new technology and migrated equipment to new technologies
← Customised packaged software applications
← Used advanced features of applications
← Implemented system software changes
← Installed and managed network protocols
← Provide system and network administration and troubleshooting
← Administered network peripherals
← Developed macros and templates for clients using standard products
← Developed websites using simple mark-up language and development software
← Carried out database backup and recovery
← Followed all workplace health and safety standards
If you would like any further information or would like to discuss any of the above, I can be contacted on
Yours sincerely
Signature
Print Name and Position
SECTION G
Assessment Tables
You use these tables as a reference tool to see at a glance which units/elements of competency are within the qualification.
Question numbers refer to those found in SECTION C of this kit.
Practical assessment/scenarios numbers refer to those found in SECTION D of this kit.
It is important to note that this section is used for validation purposes only. Any mapping should be done after questions and tasks have been selected.
|Elements |Performance Criteria |Questions |Practical Tasks |
|ICAD3218B Create user documentation |
|Determine documentation |Determine documentation requirements |1, 3 |1, GC |
|standards and requirements | | | |
| |Investigate documentation and industry standards for requirements and determine appropriate application to user documentation |1, 3 |1, GC |
| |Design documentation templates using appropriate software and obtain approval from appropriate person |1, 3 |1, GC |
|Produce user documentation |Conduct a review of the subject system, program, network or application in order to understand its functionality |1, 2, 3 |1, GC |
| |Gather existing technical, design or user specifications and supporting documentation |1, 2, 3 |1, GC |
| |Create user documentation based on template to record the operation of the subject system, program, network or application |1, 2, 3 |1, GC |
|Review and obtain sign-off |3.1 Submit user documentation to target audience for review |2, 3 |1, GC |
| |3.2 Gather and analyse feedback |2, 3 |1, GC |
| |3.3 Make changes to user documentation |2, 3 |1, GC |
| |3.4 Submit user documentation to appropriate person for approval |2, 3 |1, GC |
|ICAI3020B Install and optimise operating system software |
|Determine function of operating|Identify and demonstrate understanding of the purposes of the operating system |4, 6 |2a, GC |
|systems | | | |
| |Distinguish between batch system, real-time system, multi-tasking system |4, 6 |2a, GC |
| |Identify and demonstrate understanding of the basic functions of operating system, including file system, memory management, process scheduling |4, 6 |2a, GC |
| |1.4 Identify and demonstrate management of virtual memory |4, 6 |2a, GC |
|Obtain operating system |Contact operating system vendors to obtain technical specifications and system requirements |4, 6 |GC |
| |Document adjustment recommendations and provide to appropriate person |4, 6 |GC |
| |Determine and apply knowledge of licensing, hardware and security requirements |4, 6 |GC |
|Install, configure and optimise|Install, configure and test the operating system software in accordance with installation procedures and organisational requirements |4, 5, 6, 7 |2a, 2b, GC |
|operating system | | | |
| |Optimise the system to meet organisational requirements |4, 5, 6, 7 |2a, 2b, GC |
| |Document the system according to organisational requirements |4, 5, 6, 7 |2a, 2b, GC |
| |Install the operating system with minimal disruption to client or users |4, 5, 6, 7 |2a, 2b, GC |
|Provide instruction to meet new|Provide one-to-one instruction about changes to the client or users as required |4, 5, 6 |GC |
|software requirements | | | |
| |4.2 Obtain client evaluation about new system to ensure requirements are met, using appropriate feedback mechanism |5, 6 |GC |
|ICAS3031B Provide advice to clients |
|Analyse client support issues |Check for new problems logged by client |8, 9, 10, 11 |3, GC |
| |Check previous logs for similar problems or requests from client |8, 9, 10, 11 |3, GC |
| |Investigate and document the support issues affecting the client |8, 9, 10, 11 |3, GC |
| |Notify client of the results of investigation and provide advice and support on findings |8, 9, 10, 11 |3, GC |
| |1.5 Obtain client feedback and make changes |8, 9, 10, 11 |3, GC |
|Provide advice on software, |Confirm software, hardware or network requirements with client |8, 10, 11 |3, GC |
|hardware or network | | | |
| |Investigate and document a solution |8, 10, 11 |3, GC |
| |Document additional requirements discovered in the investigation and refer them to the client |8, 10, 11 |3, GC |
| |Obtain approval from the client to implement the solution |8, 10, 11 |3, GC |
| |Investigate and document the amount of technical support the client may require |8, 10, 11 |3, GC |
| |Discuss and agree the level of technical support identified with the client |8, 10, 11 |3, GC |
| |Arrange a time with the client when support will take place |8, 10, 11 |3, GC |
| |Provide technical support as part of group or one-to-one instruction to the client |8, 10, 11 |3, GC |
| |Provide manuals and help documentation to the client |8, 10, 11 |3, GC |
|Obtain client feedback |Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided |8, 10, 11 |3, GC |
| |Provide client with instructions on how to complete the form or use other means of providing feedback |8, 10, 11 |3, GC |
| |Distribute the evaluation or feedback to the client |8, 10, 11 |3, GC |
| |Review the feedback from the client to identify areas for improvement |8, 10, 11 |3, GC |
|ICAS3234B Care for computer hardware |
|Establish safe work practices |Determine, record and apply relevant legal requirements and OH&S standards to the installation and maintenance of computer hardware |12 |4, GC |
| |Determine, record and apply requirements specified by hardware manufacturers |12 |4, GC |
| |Determine, record and apply safe work practices, taking into account legal and manufacturer requirements |12 |4, GC |
|Establish location requirements|Determine and apply suitable environmental conditions for hardware and peripherals |12, 13 |4, GC |
|for hardware and peripherals | | | |
| |Determine and apply system protection devices |12, 13 |4, GC |
| |Determine and apply requirements when moving hardware |12, 13 |4, GC |
| |Determine and apply suitable storage principles for hardware and associated peripherals and media |12, 13 |4, GC |
|Establish maintenance practices|Determine maintenance requirements specified by the equipment manufacturer |12, 14, 15 |4, GC |
| |Produce maintenance schedules, including removal of dust and grease build-up |12, 14, 15 |4, GC |
| |Perform diagnostic functions, including replacing suspect components with other serviceable components and reloading of associated software |12, 14, 15 |4, GC |
| |Determine whether unserviceable components are replaceable through warranty, replacement or upgrade |12, 14, 15 |4, GC |
| |Perform diagnostic functions using the operating system and third-party diagnostic tools |12, 14, 15 |4, GC |
|Determine appropriate hardware |Consider and apply business requirements in respect of hardware matter |12, 13, 14, 15 |4, GC |
|quality standards | | | |
| |Determine and apply quality standards to the selection of appropriate hardware and associated peripherals |12, 13, 14, 15 |4, GC |
|ICAT3025B Run standard diagnostic tests |
|Operate system diagnostics |Run the system diagnostic program according to specification |16, 18 |4,10e, GC |
| |Modify the system configuration as indicated by the diagnostic program |16, 18 |4, 10e, GC |
| |Carry out preventative maintenance in line with organisational guidelines |16, 18 |4, GC |
|Scan system for viruses |Scan the system to check and maintain virus protection |17, 18 |4, 5, GC |
| |Report identified viruses to an appropriate person |17, 18 |4, 5, GC |
| |Remove virus infections found by the scan using software tools and/or procedures or by restoring back-ups |17, 18 |4, 5, GC |
| |Document relevant symptom and removal information |17, 18 |4, 5, GC |
|ICAU3004B Apply occupational health and safety procedures |
|Determine OH&S issues relating |Identify person responsible for OH&S standards in the subject workplace |19 |GC |
|to immediate work environment | | | |
| |Identify OH&S standards that apply to the workplace |19 |GC |
| |Review and assess workplace according to OH&S standards and record findings |19 |GC |
| |Report issues or problems with the workplace to the appropriate person |19 |GC |
|Document and disseminate OH&S |Determine and document the OH&S standards impact upon the subject workplace |20 |GC |
|requirements | | | |
| |Submit documentation to appropriate person for verification |20 |GC |
| |Update or reissue OH&S documents relating to IT as required |20 |GC |
|Provide basic ergonomic advice |Assess basic ergonomic requirements of people in the workplace |21 |GC |
| |Document the ergonomic advice for client based on vendor requirements, workplace policies and OH&S standards |21 |GC |
| |Submit advice to the appropriate person for verification |21 |GC |
|ICAU3019B Migrate to new technology |
|Apply existing knowledge and |Identify situations where existing knowledge can be used as the basis for developing new skills |22, 24 |6, GC |
|techniques to technology and | | | |
|transfer | | | |
| |Acquire and use new or upgraded technology skills to enhance learning |22, 24 |6, GC |
| |Identify, classify and use new or upgraded equipment where appropriate, for the benefit of the organisation |22, 24 |6, GC |
|Apply functions of technology |Conduct testing of new or upgraded equipment |23, 24 |4, 7, GC |
|to assist in solving | | | |
|organisational problems | | | |
| |Apply features of new or upgraded equipment and software within the organisation |23, 24 |4, 7, GC |
| |Use features and functions of new or upgraded equipment |23, 24 |4, 7, GC |
| |Access and use sources of information relating to new or upgraded equipment |23, 24 |4, 7, GC |
|Evaluate new or upgraded |Evaluate new or upgraded equipment for performance, usability and against OH&S standards |24 |GC |
|technology performance | | | |
| |Determine environmental considerations from new or upgraded equipment |24 |GC |
| |Seek feedback from users, where appropriate |2, 24 |2, GC |
|ICAU3028B Customise packaged software applications for clients |
|Analyse customisation |Determine client requirements and document these in a requirements specification file in line with organisational requirements |25, 26 |7, GC |
|requirements | | | |
| |Confirm that the projected specifications meet client requirements |25, 26 |7, GC |
| |Determine the required level of documentation necessary to meet client requirements |25, 26 |7, GC |
|Develop customisation |Design software applications, taking into account system limitations and client needs |25, 26, 27 |7, GC |
| |Customise software applications using simple programming constructs, conforming to organisational requirements |25, 26, 27 |7, GC |
| |Have the client test the customised software applications and obtain feedback from the client |25, 26, 27 |7, GC |
| |Make further changes to software applications to meet client requirements |25, 26, 27 |7, GC |
| |Document the changes |25, 26, 27 |7, GC |
|Provide support for customised |Produce documentation for client |25, 26, 27 |7, GC |
|application | | | |
| |Produce help desk documentation for ongoing support |25, 26, 27 |7, GC |
| |Obtain client evaluation and feedback to ensure that their requirements have been met |25, 26, 27 |7, GC |
|ICAU3126B Use advanced features of computer applications |
|Manipulate data |Employ advanced features of applications in the preparation and presentation of data |28, 29 |8, GC |
| |Efficiently transfer data between applications, linking and embedding related data files as required |28, 29 |8, GC |
| |Create and employ objects, macros and templates for routine activities |28, 29 |8, GC |
| |Use shortcuts and features to increase personal productivity |28, 29 |8, GC |
|Access and use support |Solve routine problems using support resources |30 |GC |
|resources | | | |
| |Use on-line help to overcome difficulties with applications |30 |GC |
| |Solve problems with manuals and training booklets |30 |GC |
| |Access and apply technical support for system problems, utilising troubleshooting results and alert messages |30 |8, GC |
|ICAI3110B Implement system software changes |
|Determine system changes |Determine and record the required changes to system |31, 32, 33 |9, GC |
|required | | | |
| |Ensure that documentary evidence exists to support changes and evaluate changes required |31, 32, 33 |9, GC |
| |Complete all documentation required in accordance with maintenance methodologies |31, 32, 33 |9, GC |
| |Clarify and confirm the nature of the changes with the client |31, 32, 33 |9, GC |
| |Obtain technical data from reliable sources and request other resources that may be required to complete the changes |31, 32, 33 |9, GC |
|Carry out system changes |Plan the procedure to effect intended changes |31, 32, 33 |9, GC |
| |Confer with colleagues and users involved in the proposed changes and agree a mutually acceptable timeline and method of implementation |31, 32, 33 |9, GC |
| |Copy initialisation or configuration files prior to implementation |31, 32, 33 |9, GC |
| |Create a roll-back path in the event of failure |31, 32, 33 |9, GC |
| |Ensure that changes required in software are made according to project or organisational guidelines |31, 32, 33 |9, GC |
| |Test and verify that the changes have been made according to implementation guides and organisational standards |31, 32, 33 |9, GC |
|Present changes to client |Demonstrate changes to the client and explain the impact of these changes |32, 33, 34 |9, GC |
| |Work towards making these changes acceptable to the client if changes are rejected, or making further modifications if required |32, 33, 34 |9, GC |
| |Update documentation and repositories in accordance with standards and update modifications made to the change management system |32, 33, 34 |9, GC |
|Perform handover to client’s |Update documentation and client procedures to reflect changes made |32, 33, 34 |9, GC |
|operational | | | |
| |Secure sign off of acceptance documents by client |32, 33, 34 |9, GC |
| |Facilitate handover of modified system to client’s operational area |32, 33, 34 |9, GC |
|ICAI3101B Install and manage network protocols |
|Install and manage network |Select, test and validate appropriate network protocol services |35, 36, 37, 38 |10, GC |
|protocols | | | |
| |Design a network addressing system, with subnet and host IDs, including appropriate devices |35, 36, 37, 38 |10, GC |
| |Configure hosts and workstations to use IP addresses either manually or through automatic allocation of addresses, such as found with dynamic host |35, 36, 37, 38 |10, GC |
| |configuration protocol (DHCP) | | |
|Identify network protocol |Identify a range of well-known network protocol applications |35, 36, 37, 38 |10, GC |
|applications | | | |
| |Evaluate client user requirement and recommend network protocol services |35, 36, 37, 38 |10, GC |
| |Apply IP addressing scheme according to approved polices and procedures |35, 36, 37, 38 |10, GC |
|ICAS3024B Provide basic system administration |
|Record security access |Obtain client access requirements and clearance levels according to organisational requirements |39, 41, 42 |11, GC |
| |Issue computer or network user account and password details to client |39, 41, 42 |11, GC |
| |Provide security documentation and access to client |39, 42 |11, GC |
| |Record user account and security access details to maintain system integrity and assist later auditing |39, 41, 42 |11, GC |
|Record software licences |Determine what licensed software is used within the organisation |60 |GC |
| |Maintain records of licence number and location |60 |GC |
| |Check personal computers and network for illegal software |60 |GC |
| |Report illegal software to appropriate person |60 |GC |
|Carry out system back-up |Create or review organisational back-up schedule |40, 77, 78 |12, GC |
| |Complete file back-ups according to the schedule |40, 77, 78 |12, GC |
| |Label and store back-ups according to organisational requirements |40, 77, 78 |12, GC |
| |Maintain records of back-ups |40, 77, 78 |12, GC |
|Restore system back-up |Determine and test restore procedures according to organisational guidelines |40 |12, GC |
| |Complete a restore under supervision of an appropriate person |40 |12, GC |
| |Record completed restore according to organisational guidelines |40 |12, GC |
|Apply security access controls |Document security access as per clearance guidelines set by management |41, 42 |GC |
| |Maintain a security access register in line with organisational guidelines to record which client or groups have access to which resources |41, 42 |GC |
| |Identify the security controls on the file system provided by the operating system |41, 42 |GC |
| |Apply effective access control on files and directories |41, 42 |GC |
|ICAS3032B Provide network systems administration |
|Provide client access and |Provide log-ons, passwords and applications file access to users and prepare documentation in line with organisational requirements |39, 41, 42 |10, GC |
|security | | | |
| |Evaluate records of user accounts to determine access privileges and usage |39, 41, 42 |10, GC |
| |Take necessary action to ensure maintenance of system integrity and security |39, 41, 42 |10, GC |
|Input into and disseminate |Provide input for the organisation’s disaster recovery plan |43 |GC |
|disaster recovery plan | | | |
| |Disseminate disaster recovery plan to user as required |43 |GC |
|Monitor network performance |Perform diagnostic tests associated with administering the network or system |16, 18, 44, 45 |4, 10, GC |
| |Analyse and respond to diagnostic information |16, 44, 45 |4, 10, GC |
| |Monitor software usage including inappropriate or illegal use |44, 45 |10, GC |
| |Delete illegal software from the system |44, 45 |10, GC |
| |Monitor hardware response time and other performance indicators |44, 45 |10, GC |
| |Determine and action methods for improving network and systems efficiency according to organisational guidelines |44, 45 |10, GC |
|ICAS3034B Determine and action network problems |
|Determine client requirements |Log calls from help desk support staff |9, 11, 46 |3, 10, GC |
|and ascertain if problem exists| | | |
| |Determine and document problem based on client requirements |9, 11, 46 |3, 10, GC |
|Determine whether problem is |Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements |9, 46 |10, GC |
|covered by policy | | | |
| |Provide assistance in accordance with organisational guidelines |46 |3, 10, GC |
|Carry out maintenance support |Conduct diagnostic tests around identified problem |44, 45, 46, 47 |10, GC |
|on identified problem | | | |
| |Complete maintenance in line with organisational guidelines |44, 45, 46, 47 |10, GC |
| |Obtain new components as part of the resolution, where necessary |44, 45, 46, 47 |10, GC |
| |Store or dispose of components in accordance with organisational guidelines and environmental guidelines |44, 45, 46, 47 |10, GC |
|Prepare maintenance report and |Prepare maintenance report in line with organisational guidelines and support agreements |9, 10, 46 |10, GC |
|verify solution | | | |
| |Escalate maintenance requirements to appropriate area, as required |9, 10, 46 |10, GC |
| |Follow up with the client to determine solution success and close the report |46, 81, 82 |10, GC |
|ICAS3120B Configure and administer a network operating system |
|Review network policies |Review organisational policies for network use and administration arrangements |48, 50 |10, GC |
| |Identify network administration tools both built into the network operating system and third-party tools that can be used to enforce organisational|48, 50 |10, GC |
| |polices | | |
| |Determine and document settings and parameters that should be used in order to meet policies and procedures |48, 50 |10, GC |
| |Make necessary recommendations to appropriate person for ways of overcoming weaknesses in administration tools |48, 50 |10, GC |
|Create an interface with |Identify and document the current system and components and configuration through audits of hardware and software |48, 50 |10, GC |
|existing system | | | |
| |Identify and map system interaction by identifying what data is required by particular users and how often the data is accessed |48, 50 |10, GC |
| |Examine existing applications and plan required upgrades/reconfigurations to new system or applications |48, 50 |10, GC |
| |Test reconfiguration for successful interface with existing system |48, 50 |10, GC |
|Set up and manage the network |Evaluate the network requirements of the user and design an appropriate file and folder structure |48, 49, 50 |10, GC |
|file system | | | |
| |Create the designed file and folder structure using appropriate administration and system tools |48, 49, 50 |10, GC |
| |Set the security, access and sharing of file system to meet user requirements |48, 49, 50 |4, 5, 10, GC |
| |Identify and implement the virus protection requirements for the network in line with organisational procedures |48, 49, 50 |4, 5, 10, GC |
| |Test the file system to ensure that appropriate access is available to the user groups |48, 49, 50 |10, GC |
| |Document the created file system in accordance with organisational standards |48, 49, 50 |10, GC |
|Manage user services |Evaluate the network requirements of the user and design an appropriate set of services that should be provided |48, 49, 51 |10, GC |
| |Implement the services required by using the appropriate administration and system tools |48, 49, 51 |10, GC |
| |Create users and groups as required to facilitate user security and network access in accordance with user authorisation |48, 49, 51 |10, GC |
| |Test successful access by users to authorised network data and resources and record outcomes |48, 49, 51 |10, GC |
|Monitor user accounts |Modify default user settings to ensure that they match security policies |49, 50, 51 |10, GC |
| |Modify existing user settings for non-compliant security according to security and access policies |49, 50, 51 |10, GC |
| |Check that appropriate legal notices at log on are displayed |49, 50, 51 |10, GC |
| |Use appropriate utilities to check strength of passwords |49, 50, 51 |10, GC |
| |Review procedures and take action to ensure that users who leave the organisation or area have their accounts disabled or deleted |49, 50, 51 |10, GC |
| |Use information services to identify well-known and up-to-date security gaps and secure these with appropriate hardware and software |49, 50, 51 |10, GC |
|Provide and support back-up |Scan and, if required, clean the network of viruses before back-up |17, 48, 50 |10, GC |
|security | | | |
| |Review security requirements for users and data to be stored on network |18, 48, 50 |10, GC |
| |Determine risks to which data is exposed and provide appropriate prevention and recovery processes |48, 50 |10, GC |
| |Implement systems to provide back-up and service restoration capability in the event of a disaster |43, 48, 50, 75, 77, |10, GC |
| | |78 | |
| |Document and disseminate the disaster recovery procedures |43, 48, 50 |10, GC |
|ICAS3121B Administer network peripherals |
|Install peripherals to a |Plan the location of peripherals to provide appropriate services to users and to take into consideration OH&S standards |52, 53, 54 |13, GC |
|network | | | |
| |Connect peripherals to network, using vendor-approved method and technology |52, 53, 54 |13, GC |
| |Connect peripherals to computers in the network using parallel, serial or other direct connection methods |52, 53, 54 |13, GC |
| |Add peripheral accessories or upgrades to printer such as memory or high-volume paper trays |52, 53, 54 |13, GC |
| |Test peripherals for correct operation |52, 53, 54 |13, GC |
|Configure peripheral services |Install software required to manage local and network-connected peripherals |52, 53, 54 |13, GC |
|to manage peripherals | | | |
| |Use meaningful names for peripherals and control queues |52, 53, 54 |13, GC |
| |Configure security and access to allow appropriate users to make use of peripherals |52, 53, 54 |13, GC |
| |Configure workstation for peripherals to allow applications to work with peripherals |52, 53, 54 |13, GC |
|Administer and support |Assign priority to control queues |52, 54 |13, GC |
|peripheral services | | | |
| |Use peripheral management software supplied as part of the network operating system or by third parties |52, 54 |13, GC |
| |Create templates for use on the network |52, 54 |13, GC |
| |Configure settings on the network to create maintenance schedules, usage logs, and cost centre usage statistics |52, 54 |13, GC |
| |Demonstrate to the user the methods for using peripheral services from their application or workstation |52, 54 |13, GC |
|Maintain peripherals and fix |Establish and follow a regular maintenance schedule as recommended by peripheral manufacturer |52, 54 |13, GC |
|common problems | | | |
| |Replace consumables and components when required |52, 54 |13, GC |
| |Fix peripheral mishaps and malfunctions |52, 54 |13, GC |
| |Monitor peripheral usage and traffic and recommend additional peripherals if needed |52, 54 |13, GC |
| |Determine failures of peripheral services or devices and rectify as required |52, 54 |13, GC |
|ICAI3021B Connect internal hardware components |
|Determine new components |Identify and clarify user component requirements according to organisation guidelines |55, 56, 57 |GC |
|required | | | |
| |Organise and record user component requirements, pass onto appropriate person for evaluation and vendor selection |55, 56, 57 |GC |
|Obtain components |Contact vendors to obtain technical specifications for the proposed components |56, 57, 58 |GC |
| |Assess the options and provide recommendations to the appropriate person for final analysis |56, 57, 58 |GC |
| |Obtain components in preparation for installation |56, 57, 58 |GC |
|Install components |Develop plans, with prioritised tasks and contingency arrangements, for the installation of selected components with minimum disruption to clients |57 |14, GC |
| |Liaise with appropriate person to obtain approval for the plans |57 |14, GC |
| |Install and configure components according to plan, in accordance with installation procedures and organisational requirements |57 |14, GC |
| |Test components for error-free performance, utilising available technology |57 |14, GC |
| |Identify and resolve identified problems |57 |14, GC |
| |Test and enhance system performance, using knowledge of the system, to meet organisational benchmarks |57 |14, GC |
| |Document the installation and configuration process according to organisation guidelines |57 |14, GC |
|Provide instruction on use of |4.1 Undertake one-to-one instruction on use of modified system with client or user in a manner that is appropriate to the audience |57 |14, GC |
|modified system | | | |
|Evaluate modified system |Collect client or user feedback and analyse against client requirements |57, 63 |14, GC |
| |Correct identified shortcomings in the system and record actions |57, 63 |14, GC |
|ICAS3115B Maintain equipment and software in working order |
|Determine and undertake |Examine and review specified equipment and maintenance procedures, in order to determine those procedures that can be handled internally |59 |15, GC |
|required equipment maintenance | | | |
| |Organise and undertake internal maintenance, as specified in the maintenance procedures |59 |15, GC |
| |Report problems promptly to appropriate person |59 |15, GC |
|Diagnose and repair faults |Assess an existing problem situation and identify the main problem area |59, 61 |15, GC |
| |Test the suspected faulty equipment or software for possible failures or performance degradation, utilising available technology |59, 61 |15, GC |
| |Organise and analyse the test results |59, 61 |15, GC |
| |Review and analyse historical fault data for information of relevance to existing faults |59, 61 |15, GC |
| |Develop plans, with prioritised tasks and contingency arrangements, for the repair or replacement of faulty equipment or software, with minimum |59, 61 |15, GC |
| |disruption to client | | |
| |Liaise with appropriate person to obtain approval for the plans |59, 61 |15, GC |
| |Obtain necessary components and repair the equipment or software in a timely, organised manner, following OH&S standards |59, 61 |15, GC |
|Update documentation and make |Record maintenance and fault data and equipment modifications, in accordance with organisational standards |59, 60, 61 |15, GC |
|recommendations for future | | | |
|maintenance | | | |
| |Identify and report instances where preventative measures are needed |59, 60, 61 |15, GC |
| |Review and update maintenance and fault data and report outcomes periodically to appropriate person |59, 60, 61 |15, GC |
|ICTCC330A Manage customer relationship |
|Contribute to the meeting of |Contribute to the dimensioning of customer needs |62, 64 |3, GC |
|customer needs | | | |
| |Apply enterprise policy when providing customer service |62, 64 |3, GC |
| |Apply enterprise priorities in customer dealings |62, 64 |3, GC |
| |Discuss problems encountered in meeting customer needs with team members |62, 64 |3, GC |
| |Refer or escalate customer inquiries where needs cannot be satisfied |62, 64 |3, GC |
| |Identify inconsistencies between enterprise policy and customer needs |62, 64 |3, GC |
| |Make recommendations for improvement of service to customers |62, 64 |3, GC |
|Obtain feedback from customers |Seek and encourage feedback from customers |63, 64 |3, GC |
| |Conduct customer satisfaction surveys |63, 64 |3, GC |
| |Gather and collate customer feedback data systematically |63, 64 |3, GC |
| |Report customer feedback to appropriate staff |63, 64 |3, GC |
|Use customer feedback to |Measure customer satisfaction data against previous results |63, 64 |3, GC |
|enhance customer relationships | | | |
| |Analyse customer feedback data against enterprise performance data |63, 64 |3, GC |
| |Provide recommendations for improvement of customer relationships |63, 64 |3, GC |
| |Implement measures to improve customer relationships |63, 64 |3, GC |
|ICAB3018B Develop macros and templates for clients using standard products |
|Determine macro or template |Determine client requirements, ensuring they are in line with organisational guidelines |65, 66, 67 |16, 17, GC |
|requirement | | | |
| |Develop macro or template specification |67 |16, 17, GC |
| |Confirm that macro or template specification meets the clients needs and operational guidelines |66 |16, 17, GC |
| |Determine documentation requirements |65 |16, 17, GC |
|Develop macro or template for |Develop macro or template to specification using industry-recognised software applications |65 |16, 17, GC |
|client | | | |
| |Demonstrate macro or template to client and obtain feedback |66 |16, 17, GC |
| |Amend macro or template, as required by client |65, 67 |16, GC |
| |Update macro or template specification |65, 67 |16, GC |
|Provide client support for |Document support and instruction requirements |67 |17, GC |
|macro or template | | | |
| |Provide documentation to client help desk for future support |67 |17, GC |
|ICAB4135B Create a simple mark-up language document to specification |
|Analyse specification |Determine the uses and audience of the document |68 |18, GC |
| |Determine the appropriate mark-up language based on the document uses and audience |68 |18, GC |
| |Determine relevant document structure |68 |18, GC |
| |Determine appropriate browser-safe colours |68 |18, GC |
|Create document structure to |Create and assign the basic elements of the document, taking into account accessibility |69, 70 |18, 20, GC |
|specification | | | |
| |Add content text to the body of the document |69, 70 |18, 20, GC |
| |Save document using a descriptive name and an appropriate extension |69, 70 |18, 20, GC |
|Format document to |Apply a suitable format for the text |70 |18, 20, GC |
|specification | | | |
| |Apply a suitable background colour |70 |18, 20, GC |
| |Apply suitable positional elements |70 |18, 20, GC |
| |Create lists |70 |18, 20, GC |
|Create tables, hyperlinks and |Create tables |70 |18, 20, GC |
|graphics | | | |
| |Create hyperlinks, anchors and image maps for internal and external navigation |70 |18, 20, GC |
| |Define the colours for unvisited, visited and active links |70 |18, 20, GC |
| |Create hyperlinks for sending email |70 |18, 20, GC |
| |Attach images in a suitable format |70 |18, 20, GC |
|Validate documents |Validate mark-up language document against specifications and record outcomes |71 |18, 20, GC |
| |Validate mark-up language document in different browsers for compatibility and record outcomes |71 |18, 20, GC |
|ICAB4169B Use development software and IT tools to build a basic website |
|Select and analyse website |Analyse business specification and select appropriate software |72, 73 |19, GC |
|structure and development tools| | | |
| |Identify technical needs for the website and select appropriate software tools |72, 73 |19, GC |
| |Identify site structure and navigation flow and demonstrate understanding of functionality |72, 73 |19, GC |
| |Review design documentation and integrate design work with site structure and navigation, in accordance with web development standards |72, 73 |19, GC |
|Begin site construction |Take action to ensure user input during website construction |73 |19, 20, GC |
| |Validate existing information and basic content when incorporating data on website |73 |19, 20, GC |
| |Apply consistent design specifications to all aspects of the website |73 |19, 20, GC |
| |Gather feedback from user on web design, content, accessibility and structure, using appropriate feedback mechanism |73 |19, 20, GC |
|Complete and validate website |Undertake an evaluation of the website against technical requirements and design specification |73, 74 |19, 20, GC |
|construction and content | | | |
| |Test each function and process of the website |73, 74 |19, 20, GC |
| |Conduct navigation tests and HTML compliance with website standards |73, 74 |19, 20, GC |
| |Stress test the website to meet design criteria and user load |73, 74 |19, 20, GC |
| |Record testing results to ensure website meets user requirements |73, 74 |19, 20, GC |
| |Obtain sign-off/approval of user |73, 74 |19, 20, GC |
|ICAS4108B Complete database back-up and recovery |
|Review database architecture |Identify the architecture of a database file system and consequently, determine the most appropriate methods for back-up and recovery |75 |21, GC |
| |Identify and examine risks and failure scenarios that are likely or possible | |21, GC |
|Determine back-up methods |Evaluate a range of back-up and restoration methods based on organisational and security standards and on the assessment of likely or possible |76, 77 |21, GC |
|appropriate to database |failure scenarios | | |
|requirements | | | |
| |Complete full off-line back-ups according to organisational and security standards and with minimal down time |76, 77 |21, GC |
| |Complete on-line file back-ups as determined by organisational and security standards and with minimal down time |76, 77 |21, GC |
| |Employ disk mirroring and redundant array of inexpensive disks (RAID) hard disk configurations to keep copies of files |76, 77 |21, GC |
| |Arrange off-site copies of back-up files |76, 77 |21, GC |
|Establish recovery points and |Determine database recovery points based on the back-up arrangements according to organisational guidelines |76, 77, 78 |21, GC |
|disaster recovery procedures | | | |
| |Test the restore process in order to ensure that the database can be restored to a given recovery point, with minimal down time |76, 77, 78 |21, GC |
| |Complete the restoration of the database to the point of failure, without loss of committed transactions |76, 77, 78 |21, GC |
|Create and deploy standby |Create or set up a standby database to meet organisational guidelines |77, 78 |21, GC |
|database | | | |
| |Implement standby database to support critical business functions |77, 78 |21, GC |
| |Prepare documentation for standby database |77, 78 |21, GC |
|ICAS4134B Provide first-level remote help desk support |
|Determine the user support |Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support |79, 80 |3, GC |
|issue |services | | |
| |Clarify the user support difficulty with client, using active listening and questioning techniques where possible |79, 80 |3, GC |
| |Confirm the nature of the user support difficulty with client, using technical language that is understandable by the client |79, 80 |3, GC |
|Identify the hardware or |Identify the software, hardware or application, being used by the client |79, 80 |3, GC |
|software being used by the | | | |
|customer/client | | | |
| |Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning |79, 80 |3, GC |
| |techniques | | |
| |Step the client back to the beginning of the process using plain English |79, 80 |3, GC |
| |Walk the client through the process in a clear and logical manner |79, 80 |3, GC |
|Confirm resolution of user |Determine, describe and eliminate factors that may have created the user support issue or that may permit it to recur |80, 81, 82 |3, GC |
|support issue | | | |
| |Walk’/talk the client successfully through a complete recovery and resolution process for the issue |80, 81, 82 |3, GC |
| |Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs |80, 81, 82 |3, GC |
| |Offer the client the next level escalation of the process if a resolution is not possible under current circumstances, and explain costs involved |80, 81, 82 |3, GC |
|Maintain communication link |Confirm resolution of difficulty with client in accordance with client service policy |80, 81, 82 |3, GC |
| |Confirm client satisfaction with the current service in accordance with client service policy |80, 81, 82 |3, GC |
| |Inform client of additional support or services available, in accordance with the organisation’s client service policy |80, 81, 82 |3, GC |
| |Provide the client with additional information related to products and services offered by the organisation, as required by the organisation’s |80, 81, 82 |3, GC |
| |sales promotion requirements | | |
| |Complete the client contact records in accordance with the client service requirements |80, 81, 82 |3, GC |
-----------------------
issue QUALIFICATION- RTO
INTERVIEW and DOCUMENT REVIEW
COMPETENCY CONVERSATION
Practical Assessment
APPLICATION
gap training (only IF REQUIRED)
Step 1:
Analyse the application.
Identify links between any documents applicant provides and competency units.
Identify any key questions for competency conversation.
Step 5:
Identify any practical activities required to confirm competency
Observe practical activity
Step 7:
Identify areas where 3rd party verification is needed and inform candidate.
Confirm / Verify 3rd party reports
Step 3:
Conduct competency conversation
Step 2:
Record results of analysis in table at end of application
Step 4:
Complete the Record of Conversation sheets during the competency conversation
Step 6:
Complete Practical Assessment Tasks Observation Sheets
Step 8:
Receive completed Third party reports
* Remember RPL assessment is an accumulative process of collecting evidence.
Complete assessment sign off & file documentation.
Issue qualification / advise of gap training as appropriate
Assessment Activity
Record keeping Activity
................
................
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