Assessment 1 - Knowledge Test

Assessment 1 - Knowledge Test

Assessment task description:

This is the first (1) assessment task you must successfully complete to be deemed competent in this unit of competency.

The Knowledge Test is comprised of five (5) written questions

You must respond to all questions and submit them to your Trainer/Assessor.

You must answer all questions to the required level, e.g. provide an answer within the required word limit, to be deemed satisfactory in this task

You will receive your feedback within two (2) weeks, and you will be notified by your Trainer/Assessor when your results are available.

Instructions for answering the written questions:

Complete a written assessment consisting of a series of questions.

You will be required to answer all the questions correctly.

Do not start answering questions without understanding what is required. Read the questions carefully and critically analyse them for a few seconds; this will help you to identify what information is needed in the answer.

Your answers must demonstrate an understanding and application of the relevant concepts and critical thinking.

Be concise, to the point and write answers within the word-limit given to each question. Do not provide irrelevant information. Remember, quantity is not quality.

You must write your responses in your own words.

Use non-discriminatory language. The language used should not devalue, demean, or exclude individuals or groups based on attributes such as gender, disability, culture, race, religion, sexual preference or age. Gender-inclusive language should be used.

When you quote, paraphrase, summarise or copy information from other sources to write your answers or research your work, always acknowledge the source.

Purpose of the assessment:

This assessment task is designed to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems & knowledge regarding to the following:

Knowledge of customer service policies and procedures.

Knowledge of contexts where escalation procedures are required.

Knowledge of organisational guidelines, including user support services.

Knowledge of work health and safety (WHS) procedures related to:

work environment

organisational requirements

Knowledge of user support policies of limited complexity related to known or basic options.

Task instructions:

This is an individual assessment.

To ensure your responses are satisfactory, consult a range of learning resources and other information such as handouts, textbooks, learner resources etc.

To be assessed as Satisfactory in this assessment task, all questions must be answered correctly.

Provide your response to each question in the box below.

1.1 Answer the following questions regarding customer service policies and procedures:

a. Explain the importance of customer service policies and procedures for obtaining feedback using 50-100 words.

b. Why are policies and procedures important in customer service? Answer using 30-60 words.

1.2 Answer the following questions regarding contexts where escalation procedures are required:

a. What is the purpose of an escalation process? Answer using 20-40 words.

b. Research online and identify two (2) types of escalation?

1.3 Answer the following questions regarding organisational guidelines, including user support services:

a. What are end-user support services? Answer using 20-40 words.

b. What are the two (2) different types of user support services.

1.4 Answer the following questions regarding work health and safety (WHS) procedures related to:

work environment

organisational requirements

a. Discuss WHS consultation processes and procedures related to work environment and organisational requirements using 20-40 words.

b. What are your WHS responsibilities as an employee? Answer using 20-40 words.

1.5 Answer the following questions regarding user support policies of limited complexity related to known or basic options.

a. Discuss the purpose of having user support policies of limited complexity related to known or basic options using 20-40 words.

b. What are Level 1 and 2 it supports?

Assessment 2 Skills Test

Assessment task description:

This is the second (2) assessment task you must successfully complete to be deemed competent in this unit of competency.

This assessment task requires you to complete a skills test.

You are required to provide first-level remote help desk support in this assessment task.

You will receive your feedback within two weeks, and you will be notified by your trainer/assessor when results are available.

You must attempt all activities of the project for your trainer/assessor to assess your competency in this assessment task.

Applicable conditions:

This skills test is untimed and is conducted as an open book assessment (this means you are able to refer to your textbook).

You must read and respond to all the criteria of the project.

You may handwrite/use computers to answer the criteria of the project.

You must complete the task independently.

No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.

As you complete this assessment task, you are predominately demonstrating your practical skills, techniques and knowledge to your trainer/assessor.

The trainer/assessor may ask you relevant questions on this assessment task to ensure that this is your own work.

Purpose of the assessment:This assessment task is designed to evaluate students following skills and abilities:

Skills to resolve one first-level user support issue of an ICT system and one first-level change request of a different ICT system, for two separate clients.

Skills to identify nature of the user difficulty and determine required support

Skills to identify ICT system being used by client, such as:

software

hardware

network connection

application

Skills to resolve first-level user support difficulties remotely

Skills to demonstrate customer service skills

Skills to engage with the client using a range of communication skills, such as:

active listening

questioning

clear and concise language

logical, plain English

Skills to obtain client feedback and document problem resolution.

Online Environment

Assessment task instructions

The purpose of this assessment task is to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems.The training organisation must ensure that the online assessment environment is in accordance with the requirements specified.

The training organisation will assign a supervisor to the student.

The training organisation will provide the resources required to complete the assessment task.

The student must use the templates provided to document their responses.

The student must follow the word-limits specified in the templates.

The trainer/assessor must assess the student using the performance checklist provided.

Online environment requirements

Assessment task environment

This assessment task will be completed in an online environment prepared by your training organisation.

All required resources to complete the assessment task will be discussed with the student before they commence the assessment. The online environment is very much like a learning environment where a student is able to practice, use and operate appropriate industrial equipment, techniques, practices under realistic workplace conditions.

Requirements for the online assessment environment

The trainer/assessor will ensure that the online assessment environment is set up to complete this assessment task.

The online environment consists of:

A learning management system where the student will be required to complete their job-related tasks and activities

The standard operating/workplace procedures related to the tasks and activities.

The trainer/assessor will provide the student with assistance throughout the assessment activity.

The online environment must meet the following criteria:

Opportunities for the student to: Yes/No/NA

Follow standard operating/workplace procedures

Use up-to-date software and equipment

Work within stated timelines to meet deadlines

Gain experience in the challenges and complexities of dealing with multiple tasks

Experience prioritising competing tasks and dealing with contingencies

The environment to work with others in a team

Online assessment environment sufficient to communicate, contribute and participate in tasks and activities.

Assessment environment sufficient to work independently and manage workload

Resources, tools, and equipment requirements

The following resources, tools and equipment required to complete the assessment task will be discussed with the student before they commence the assessment:

Workplace personnel/stakeholders to participate in the questioning session requires active participation in a range of creative thinking activities

Please refer to the roles and responsibilities section for more information

This should be organised by the training organisation either via, LMS, telephone conferences, video conferencing or anything of a similar nature

client issues and change requests

remote helpdesk hardware and software

communications hardware

customer service policies

user support policies

escalation procedures.

Online assessment scenario

You are required to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems. You are required to read and understand a predetermined issue and/or situation and participate in a number of assessment activities.

The following are the goals and objectives to complete this assessment task:

Determine the user support issue

Determine eligibility status of individual experiencing user support difficulty against organisational guidelines

Clarify user support difficulty and change request with client

Confirm nature of user support difficulty and change request with client

Identify the ICT system being used by the client

Identify software, hardware, network connection and application being used by client

Identify expected client outcome and stage of issue resolution

Step client back to beginning of resolution process

Confirm resolution of user support issue and change request

Determine, describe and eliminate factors that created user support issue and permit it to recur

Explain and guide client through complete recovery and resolution process

Provide handling and resolution instructions to client

Escalate change request where required

Document changes where required

Finalise client support procedures

Confirm resolution of issue and obtain client satisfaction with client according to client service policy

Inform client of additional support and services available, according to the organisations client service policy

Provide client with additional product and service information according to organisations sales promotion requirements

Complete client contact records according to client service requirements

A supervisor will be assigned to you by your training organisation. The supervisor can answer your questions related to understanding the requirements associated with the assessment task. The supervisor will act according to job role and responsibilities.

The supervisor can be your trainer or assessor or a different trainer or assessor or a staff member (including mentors) from the training organisation.

Roles and responsibilities

As part of your job role, you have the following job responsibilities:

Interprets and analyses technical and non-technical information from a range of sources to determine requirements and complete required actions

Accurately records information and numerical data and prepares documentation using clear and accurate language to convey explicit information, requirements and recommendations

Articulates ideas and strategies using effective communication techniques and industry standard technical language intended for audience and environment

Explain the processes involved with resolving client problems in a logical manner, using plain English

Selects and uses required conventions and protocols when communicating with clients in a range of work contexts

Uses mathematical equations to calculate costs and estimate time in providing client services and in determining required actions

Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes

Applies analytical processes to resolve technical or conceptual problems

Uses main features and functions of digital tools to complete work tasks

Task requirements

This assessment task requires you to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems. The assessment activities are mentioned within the assessment task.

Simulated Environment

Assessment task instructions

The purpose of this assessment task is to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems.

The training organisation must ensure that the simulated assessment environment is in accordance with the requirements specified.

The training organisation will assign a supervisor to the student.

The training organisation will provide the resources required to complete the assessment task.

The student must use the templates provided to document their responses.

The student must follow the word-limits specified in the templates.

The trainer/assessor must assess the student using the performance checklist provided.

Simulated environment requirements

Assessment task environment

This assessment task will be completed in a simulated environment prepared by your training organisation.

The simulated environment will provide you with all the required resources (such as the equipment and participants, etc.) to complete the assessment task. The simulated environment is very much like a learning environment where a student is able to practice, use and operate appropriate industrial equipment, techniques, practices under realistic workplace conditions.

Requirements for the simulated assessment environment

The trainer/assessor will ensure that the simulated assessment environment is sufficient to complete this assessment task.

The simulated environment consists of:

The training organisation as the workplace where the student will be required to complete their job-related tasks and activities

The standard operating/workplace procedures related to the training organisation

The trainer/assessor will provide the student with assistance throughout the assessment activity.

The simulated environment must meet the following criteria:

Opportunities for the student to: Yes/No/NA

Follow standard operating/workplace procedures

Use up-to-date software and equipment

Work within stated timelines to meet deadlines

Gain experience in the challenges and complexities of dealing with multiple tasks

Experience prioritising competing tasks and dealing with contingencies

Simulated environment to work with others in a team

Simulated environment sufficient to communicate, contribute and participate in tasks and activities.

Simulated environment sufficient to work independently and manage workload

Resources, tools, and equipment requirements

The following resources, tools and equipment will be made available by the training organisation at the simulated workplace to complete this assessment task:

Workplace personnel/stakeholders to participate in the questioning session requires active participation in a range of creative thinking activities

Please refer to the roles and responsibilities section for more information

client issues and change requests

remote helpdesk hardware and software

communications hardware

customer service policies

user support policies

escalation procedures.

Simulated assessment scenario

You are required to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems. You are required to read and understand a predetermined issue and/or situation and participate in a number of assessment activities.

The following are the goals and objectives to complete this assessment task:

Determine the user support issue

Determine eligibility status of individual experiencing user support difficulty against organisational guidelines

Clarify user support difficulty and change request with client

Confirm nature of user support difficulty and change request with client

Identify the ICT system being used by the client

Identify software, hardware, network connection and application being used by client

Identify expected client outcome and stage of issue resolution

Step client back to beginning of resolution process

Confirm resolution of user support issue and change request

Determine, describe and eliminate factors that created user support issue and permit it to recur

Explain and guide client through complete recovery and resolution process

Provide handling and resolution instructions to client

Escalate change request where required

Document changes where required

Finalise client support procedures

Confirm resolution of issue and obtain client satisfaction with client according to client service policy

Inform client of additional support and services available, according to the organisations client service policy

Provide client with additional product and service information according to organisations sales promotion requirements

Complete client contact records according to client service requirements

A supervisor will be assigned to you by your training organisation. The supervisor can answer your questions related to understanding the requirements associated with the assessment task. The supervisor will act according to job role and responsibilities.

The supervisor can be your trainer or assessor or a different trainer or assessor or a staff member (including mentors) from the training organisation.

Roles and responsibilities

As part of your job role, you have the following job responsibilities:

Interprets and analyses technical and non-technical information from a range of sources to determine requirements and complete required actions

Accurately records information and numerical data and prepares documentation using clear and accurate language to convey explicit information, requirements and recommendations

Articulates ideas and strategies using effective communication techniques and industry standard technical language intended for audience and environment

Explain the processes involved with resolving client problems in a logical manner, using plain English

Selects and uses required conventions and protocols when communicating with clients in a range of work contexts

Uses mathematical equations to calculate costs and estimate time in providing client services and in determining required actions

Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes

Applies analytical processes to resolve technical or conceptual problems

Uses main features and functions of digital tools to complete work tasks

Task requirements

This assessment task requires you to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems. The assessment activities are mentioned within the assessment task.

Workplace Environment

Assessment task instructions

The purpose of this assessment task is to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems.

The training organisation must ensure that the workplace assessment environment is in accordance with the requirements specified.

The workplace will assign a supervisor to the student.

The trainer/assessor can also act as a supervisor to the student as well.

The workplace will provide the resources required to complete the assessment task.

The student must use the templates provided to document their responses.

The student must follow the word-limits specified in the templates.

The trainer/assessor must assess the student using the performance checklist provided.

Workplace requirements

Assessment task environment

This assessment task will be completed in your workplace.

The requirements for the workplace environment

The assessment task can be completed in the workplace if the student is currently working or has access to a workplace meeting the assessment criteria.

The workplace must meet the following criteria:

Opportunities for students to: Yes/No/NA

Follow standard operating/workplace procedures

Use up-to-date software and equipment

Work within stated timelines to meet deadlines

Gain experience in the challenges and complexities of dealing with multiple tasks

Experience prioritising competing tasks and dealing with contingencies

Workplace environment to work with others in a team

Workplace environment to sufficient to communicate, contribute and participate in tasks and activities.

Workplace sufficient to work independently and manage workload

Resources, tools, and equipment requirements

The following resources, tools and equipment must be available at the workplace to complete this assessment task:

Workplace personnel/stakeholders to participate in the questioning session requires active participation in a range of creative thinking activities

Please refer to the roles and responsibilities section for more information

client issues and change requests

remote helpdesk hardware and software

communications hardware

customer service policies

user support policies

escalation procedures.

Workplace scenario

You are required to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems. You are required to read and understand a predetermined issue and/or situation and participate in a number of assessment activities.

The following are the goals and objectives to complete this assessment task:

Determine the user support issue

Determine eligibility status of individual experiencing user support difficulty against organisational guidelines

Clarify user support difficulty and change request with client

Confirm nature of user support difficulty and change request with client

Identify the ICT system being used by the client

Identify software, hardware, network connection and application being used by client

Identify expected client outcome and stage of issue resolution

Step client back to beginning of resolution process

Confirm resolution of user support issue and change request

Determine, describe and eliminate factors that created user support issue and permit it to recur

Explain and guide client through complete recovery and resolution process

Provide handling and resolution instructions to client

Escalate change request where required

Document changes where required

Finalise client support procedures

Confirm resolution of issue and obtain client satisfaction with client according to client service policy

Inform client of additional support and services available, according to the organisations client service policy

Provide client with additional product and service information according to organisations sales promotion requirements

Complete client contact records according to client service requirements

A supervisor will be assigned to you by your training organisation. The supervisor can answer your questions related to understanding the requirements associated with the assessment task. The supervisor will act according to job role and responsibilities.

The supervisor can be your trainer or assessor or a different trainer or assessor or a staff member (including mentors) from the training organisation.

Roles and responsibilities

As part of your job role, you have the following job responsibilities:

Interprets and analyses technical and non-technical information from a range of sources to determine requirements and complete required actions

Accurately records information and numerical data and prepares documentation using clear and accurate language to convey explicit information, requirements and recommendations

Articulates ideas and strategies using effective communication techniques and industry standard technical language intended for audience and environment

Explain the processes involved with resolving client problems in a logical manner, using plain English

Selects and uses required conventions and protocols when communicating with clients in a range of work contexts

Uses mathematical equations to calculate costs and estimate time in providing client services and in determining required actions

Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes

Applies analytical processes to resolve technical or conceptual problems

Uses main features and functions of digital tools to complete work tasks

Task requirements

This assessment task requires you to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems. The assessment activities are mentioned within the assessment task.

Skills Test:

In this assessment task, you are required to demonstrate your skills in a computer lab. Your assessor will assess your skills according to the performance criteria below.

Assessment criteria

In this assessment task, you are required to complete the following assessment activities:

Determine eligibility status of individual experiencing user support difficulty against organisational guidelines

Clarify user support difficulty and change request with client

Confirm nature of user support difficulty and change request with client

Identify software, hardware, network connection and application being used by client

Identify expected client outcome and stage of issue resolution

Step client back to beginning of resolution process

Determine, describe and eliminate factors that created user support issue and permit it to recur

Explain and guide client through complete recovery and resolution process

Provide handling and resolution instructions to client

Escalate change request where required

Document changes where required

Confirm resolution of issue and obtain client satisfaction with client according to client service policy

Inform client of additional support and services available, according to the organisations client service policy

Provide client with additional product and service information according to organisations sales promotion requirements

Complete client contact records according to client service requirements

You must complete this task based upon the information provided in the scenario and other relevant sections of this assessment task.

You will be required to demonstrate that you have successfully participated and completed two client support activities.

Templates

You must use the templates wherever provided as part of the assessment activity.

Assessment conditions:

The student must demonstrate their skills according to the marking criteria checklist.

Ensure all students have access to computers, internet and required software and equipment.

Students are encouraged to ask questions to understand the concepts and gain knowledge of how things can be done.

Each student must have a clear view of what is expected from them in terms of getting the work done.

Each student is required to complete all assessment activities.

Students must save their files with the activity name and your name - for example, Activity1_john_smith.

You are entitled to ask for help if you dont understand a requirement or question or the language used is not clear to you. You can ask your assessor to explain the criteria in a simpler language if you need to have this help.

General conditions:

The student must have permission to use the computer lab.

Enter and exit computer lab quietly

You are required to sign in and out of the computer lab

Food, drink or use of tobacco, in any form, is strictly prohibited

Be respectful to your trainer and assessor and classmates.

All cords should be placed on the tables (not hanging off the sides). Headphones should be placed on the CPU/tower or monitor. The chair should be pushed under the tables. All trash, papers, and pencils should be picked up.

Please do not change computer background or settings without a trainer and assessors permission or if it is not required for your assessment task.

Before commencing ensure you adjust your workstation according to work health and safety requirements.

Always log-off the computer after you finish.

Scenario number 1

You are an ICT technician. As part of your job role, you are required to backup systems, restore information, secure the system and information and use licensed software in a stand-alone or client-server environment.

Your client is using an unlicensed copy of the MS office and experiencing a number of technical issues. The issues involve the software applications shutting down automatically, error codes appearing of using an illegal/unofficial copy of the software, and work on hardware and software testing, servicing and maintenance. The client has recently purchased your one year technical support service for any IT related issues.

The organisational requirements for technicians to work on client computers state that:

You must be professional in your conduct and behaviour

Ensure you identify and rectify the problems in a timely fashion

Your work will require you to work on hardware and software testing, servicing and maintenance

You must ensure that the client uses the legal and authorised copies of the software applications and tools.

All breaches must be reported to the workplace supervisor or manager.

The technical records and documentation state that:

Organisational requirements should be taken into account at all times

Verify that all network computers are running current and legal versions of the software

Use cloud-based email and file sharing instead of a VPN.

Create and enforce user-access policies. Be stingy when granting access to employees, contractors and business partners.

Make sure employees know how to secure their home wireless networks. Malicious software that infects their devices at home can infect the company network via an open VPN connection, and

Before granting mobile devices full access to the network, check them for up-to-date anti-virus software, firewalls and spam filters.

Organisational backup and restore procedures include the following information:

The backup should occur on a daily basis

The restore should occur only where the manager or supervisor has approved the request

Organisational security guidelines state that:

Only authorised people should have access to the system, backup and restore functionalities

Security protocols must be followed at all times

Dont use any words from the dictionary. Also, avoid proper nouns or foreign words.

Dont use anything remotely related to your name, nickname, family members or pets.

Dont use any numbers someone could guess by looking at your mail like phone numbers and street numbers, and

Choose a phrase that means something to you, take the first letters of each word and convert some into characters.

Multi-factor authentication should be used at all times.

Segregate critical data from the rest of the network and require users to authenticate themselves before accessing it.

Run vulnerability scanning tools at least once a week and conduct penetration testing, and

Continuously monitor network traffic to detect unusual patterns of activity and possible threats.

Scenario number 2

You are an ICT help desk technician to provide level 2 support. As part of your job role, you are required to assist clients over a telephone line. Your work involved you in providing assistance to clients based upon your job-requirements mentioned in the level 2 support technician profile. The client is in a service contract with you for six months ending next week.

Your client has notified you about the following issues:

Fix windows 10 configuration issues

Install the Linux operating system on a workstation

Repair the windows server 2016 installation and

Provide solutions for network infrastructure.

The level 2 support technician profile

The profile state the following:

Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services).

Review all frequently asked questions and database to find the best possible solutions for your client

Level 2 staff handle escalated issues that Level 1 support is not equipped to handle.

Level 2 will sometimes escalate to Level 3, depending on the issue and the way the Help Desk operates.

You are required to:

Only solve known issues and escalate new issues to level 3; or

Be authorised to research and implement fixes for new issues and only escalate to Level 3 if it is out of their skill set or ability to solve.

The Level 3 support technician profile state the following:

Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.

Besides always having the ability to deploy solutions to new problems, a Level 3 tech usually has the most expertise in the organisation and is the go-to person for solving difficult issues.

The organisational requirements for help desk technicians state that:

You must be professional in your conduct and behaviour

Ensure you identify and rectify the problems in a timely fashion

Your work only on the known areas or research and implement fixes for new issues Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers. Each company decides how to organize its total technical support into levels and what to name them under your scope of work.

You must ensure that the work is completed within the legislative and regulatory framework.

All issues outside your scope of work must be reported to level 3 technicians

All breaches must be reported to the workplace supervisor or manager.

The database and frequently asked questions include the following:

Q1: What is your scope of work?

Answer: The Scope of Work (SOW) is the area in an agreement where the work to be performed is described. The SOW should contain any milestones, reports, deliverables, and end products that are expected to be provided by the performing party. The SOW should also contain a timeline for all deliverables. Your scope of work is to provide help desk support for level 2 technicians and escalating all other issues outside your scope to level 3 technicians.

Q2: What do you understand by the level of support?

Answer: Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers. Each company decides how to organize its total technical support into levels and what to name them.

Q3: Where is the computer configuration in Windows 10 according to vendor specifications?

Answer: Or you can go to settings -> System -> about, to know similar things. In this settings page, you'll find the exact version of Windows 10 and build number. You can also see the system type, processor, and memory installed on your system.

Q4: What are computer configuration details?

Answer: In communications or computer systems, a configuration of a system refers to the arrangement of each of its functional units, according to their nature, the number and chief characteristics. Often, configuration pertains to the choice of hardware, software, firmware, and documentation.

Q5: How do I download and install a Linux OS using a USB stick?

Answer: Installing Linux using a USB stick

Step 1) Download the .iso or the OS files on your computer

Step 2) Download free software like 'Universal USB installer to make a bootable USB stick.

Step 3) Select an Ubuntu Distribution form the dropdown to put on your USB

Select your Ubuntu iso file download in step 1.

Select the drive letter of USB to install Ubuntu and Press create button.

Step 4) Click YES to Install Ubuntu in USB.

Step 5) After everything has been installed and configured, a small window will appear, Congratulations! You now have Ubuntu on a USB stick, bootable and ready to go.

Priority chart for scenario 1 and 2

Priority 1 Critical Major system or component failure with high business impact.

Priority 2 High The issue with the business impact that affects multiple users.

Priority 3 Medium Elevated issue that (1) impacts the business and affects multiple users or (2) impacts a single user in a business-critical role (also the default priority level assigned to VIP tickets).

Priority 4 Standard General service request matters.

Priority 5 Low General enquiries or non-urgent/low impact service requests.

Priority 6 Scheduled Assigned to tickets where work has been scheduled.

Equipment and resources required to complete this assessment task

You will require access to the following equipment and resources to complete this task:

Computer

Internet

Operating systems

Software license records sheet

Special-purpose tools, equipment and materials

Industry software packages

Sites with a representative range of current industry-standard hardware, software and diagnostic tools

Organisational guidelines

Technical records and documentation

Organisational backup and restore procedures

Organisational security guidelines

Vendor documentation

These resources will be provided by your training organisation.

To complete this assessment task students are required to participate in a meeting using the template provided:

When conducting the meeting, you are required to:

Greet the team members.

Discuss the following:

Determine the user support issue

Identify the ICT system being used by the client

Confirm resolution of user support issue and change request

Finalise client support procedures

Ensure the understanding of the team members.

Gather feedback from the team members.

Use listening and questioning to elicit the views of others and to clarify or confirm understanding

Discuss the roles and responsibilities of the team members.

The team member will:

Clarify their doubts of the team members

Provide feedback on the improvements required

After the meeting, you are then required to:

Prepare the meeting minutes template.

Complete the assessments activities, as mentioned.

Meeting agenda template:

Date/Time: Location: Chairperson: Meeting Attendees:

Full names and roles

Agenda Item/Topic Discussion/Outcomes Action Officer Due Date

Welcome (Agenda item 1)

Topic?

(Agenda item 2)

Topic?

(Agenda item 3)

Topic? Summary Overall Summary

Decision/s

Action/s if any

Next Meeting time/date Meeting closed at: Minutes are a true and accurate record of the meeting Approved/confirmed by whom? Meeting minutes template:

Minutes of Meeting

Meeting Objective:

Attendees:

Venue:

Date:

No. Points Discussed Actions Suggested Target Date

Signature of attendee 1: Signature of attendee 2:

Signature of attendee 3: Signature of attendee 4:

Activity 1: Determine client problems by questioning or other techniques

You will be required to demonstrate the following:

Notes:

You are required to participate in a demonstration session in front of your trainer/assessor.

Your trainer/assessor will play the role of the client and asking you all the mentioned below tasks and activities to complete:

General information about the company or individual

Use questioning techniques to clarify the problem

Questions should be both closed questions, and open-ended questions

The client problem/s have been clearly outlined

Determine eligibility status of individual experiencing user support difficulty against organisational guidelines

Clarify user support difficulty and change request with client

Confirm nature of user support difficulty and change request with client

Complete the template below after demonstrating your skills, knowledge and expertise to your trainer/assessor.

General information about the company or individual (One to two sentences)

Scenario 1

Scenario 2

How have you used questioning techniques to clarify the problem? (One to two sentences)

Scenario 1

Scenario 2

The client problem/s have been clearly outlined (One to two sentences)

Scenario 1

Scenario 2

Determining eligibility status of individual experiencing user support difficulty against organisational guidelines (One to two sentences)

What questions did you ask?

What responses did you gather?

Scenario 1

Scenario 2

How have you clarified user support difficulty and change requests with clients? (One to two sentences)

Scenario 1

Scenario 2

How have you confirmed the nature of user support difficulty and change requests with clients?

Scenario 1

Scenario 2

Activity 2: Identify the ICT system being used by the client

You will be required to demonstrate the following:

Notes:

Identify software, hardware, network connection and application being used by client

Identify expected client outcome and stage of issue resolution

Step client back to beginning of resolution process

Complete the template below after demonstrating your skills, knowledge and expertise to your trainer/assessor.

How have you identified software, hardware, network connection and application being used by clients? (One to two sentences)

Scenario 1

Scenario 2

How have you identified expected client outcome and stage of issue resolution? (One to two sentences)

Scenario 1

Scenario 2

Step client back to beginning of resolution process (One to two sentences)

Discuss the processes and procedures you used

Scenario 1

Scenario 2

Activity 3: Confirm resolution of user support issue and change request

You will be required to demonstrate the following:

Notes:

Determine, describe and eliminate factors that created user support issue and permit it to recur

Explain and guide client through complete recovery and resolution process

Provide handling and resolution instructions to client

Escalate change request where required

Document changes where required

Complete the template below after demonstrating your skills, knowledge and expertise to your trainer/assessor.

Determine, describe and eliminate factors that created user support issue and permit it to recur (One to two sentences)

Scenario 1

Scenario 2

Explain and guide client through complete recovery and resolution process (One to two sentences)

Scenario 1

Scenario 2

Provide handling and resolution instructions to client (One to two sentences)

Scenario 1

Scenario 2

Escalate change request where required (One to two sentences)

Scenario 1

Scenario 2

Document changes where required (One to two sentences)

Scenario 1

Scenario 2

Activity 4: Finalise client support procedures

You will be required to demonstrate the following:

Notes:

Confirm resolution of issue and obtain client satisfaction with client according to client service policy

Inform client of additional support and services available, according to the organisations client service policy

Provide client with additional product and service information according to organisations sales promotion requirements

Complete client contact records according to client service requirements

Confirm resolution of issue and obtain client satisfaction with client according to client service policy (One to two sentences)

Scenario 1

Scenario 2

Inform client of additional support and services available, according to the organisations client service policy (One to two sentences)

Scenario 1

Scenario 2

Provide client with additional product and service information according to organisations sales promotion requirements (One to two sentences)

Scenario 1

Scenario 2

Complete client contact records according to client service requirements (One to two sentences)

Scenario 1

Scenario 2