ICT30120 Project Assessment Investigate ICT Issues

Project Assessment: Investigate ICT issues

Criteria

Unit code, name and release number

BSBCRT301 - Develop and extend critical and creative thinking skills (1)

BSBXTW301 Work in a team (2)

ICTSAS305 Provide ICT advice to clients (1)

Qualification/Course code, name and release number

ICT30120 - Certificate III in Information Technology (2)

Student details

Student number

Student name

Assessment declaration

Note: If you are an online student, you will be required to complete this declaration on the TAFE NSW online learning platform when you upload your assessment.

This assessment is my original work and has not been:

• plagiarised or copied from any source without providing due acknowledgement

• written for me by any other person except where such collaboration has been authorised by the Teacher/Assessor concerned.

Student signature and date

Version: 20211221

Date created: 26 March 2021

Date modified: 21 December 2021

For queries, please contact:

Technology and Business Services SkillsPoint

Ultimo

2021 TAFE NSW, Sydney
RTO Provider Number 90003 | CRICOS Provider Code: 00591E

This assessment can be found in the: &in=P7ac4831b-430a-4b8d-8b56-f7b32ed5b9cf&q=&type=standard&sort=rank&dr=AFTER">Learning Bank

The contents in this document are copyright TAFE NSW 2021 and should not be reproduced without the permission of TAFE NSW. Information contained in this document is correct at the time of printing: 3 November 2022. For current information, please refer to our website or your Teacher/Assessor as appropriate.

Assessment instructions

Table 1 Assessment instructions

Specific task instructions

The instructions and the criteria in the tasks and activities below will be used by the Teacher/Assessor to determine if you have satisfactorily completed this assessment event. Use these instructions as a guide to ensure that you demonstrate the required knowledge and skills.

You may have the option to record your participation and submit as video evidence. If you are submitting video evidence, you must:

1. provide a video clearly meeting all requirements listed below and in the Observation Checklist

1. ensure you have access to the equipment and resources required to participate in the demonstration

1. follow the Video recording instructions (pdf), which includes useful tips, links to resources and a demonstration video.
   URL: https://share.tafensw.edu.au/share/items/744af7d4-a241-45e2-adb0-0e13f2fe4950/0/?attachment.uuid=01c3c87a-4599-48c2-91f0-68a00b5bbb4c.

Organisational documents

Before you start, download and unzip the resource folder (Cl_ITWorkSkills_AE_Pro1_Appx.zip), which contains documents you will need in this assessment.

You may also refer to the following Gelos documents:

• Service Level Agreement (GE_Service-Level-Agreement-ICT-Support_policy.pdf)

• IT Maintenance Procedure (GE_ICT-Maintenance_procedure.pdf)

• Standard Operating Environment (GE_Standard-Operating-Environment_policy.pdf)

• New Staff IT Induction Kit (GE_New-Staff-ICT-Induction-Kit_policy.pdf).

Scenario

You are a new ICT Trainee employed at the ICT Systems Support Service Desk of Gelos Enterprises (GE).

Being a trainee involves:

• resolving issues from internal clients (staff) at Level 1

• escalating problems as required at Level 2

• working collaboratively with your team members and your manager on various client ICT issues

• providing timely and comprehensive advice.

Madison Mathews, the ICT Support Senior Manager at Gelos, has assigned you work at both Level 1 and Level 2 Support to assist clients with their ICT issues.

Part 1: Identify ICT issues

As a new trainee, you need to familiarise yourself with the ICT Support Team and refer to the provided organisational policies and procedures.

Respond to the task instructions listed below:

Task 1 the organisational structure

1. Outline the reporting structure of the ICT Systems Support Team, including the job titles of each member. (Between 20 and 50 words)

2. Identify the goals of the ICT Systems Support Team (according to the Service Level Agreement). (Between 20 and 50 words)

3. Identify your job responsibilities when working across both support levels (Between 30 to 80 words)

4. In bullet points, list the responsibilities of each job role, including those relevant to achieving the team goals. (Between 20 and 80 words)

5. Refer to the topics in column A and use column B to name the Gelos document that provides information on these topics. (Between 5 and 20 words each answer)

Summarise the content of each document in column C. (Between 20 and 80 words)

Table 2 Assessment instructions

Task 2 Identify client IT issues

1. Check the current call log file (GE_Call_logs_current1.xslx) so that you understand your clients' issues. Use the table below for summarising the issues for each client. (Between 5 and 20 words for each client).

Table 3 Current IT issues

2. Check the previous call logs (GE_Call_logs_prev.xslx). Identify whether there have been any similar issues and explain how they were fixed. (Between 5 and 20 words for each client).

Table 4 Previous IT issues

3. For the issue of Samuel Mayer, prepare a plan using the ICT Maintenance Plan (GE_ICT-Maintenance-Plan_template.docx) to document and address your clients' issues. Refer to the Maintenance and diagnostic testing procedure in the ICT Maintenance Procedure (GE_ICT-Maintenance_procedure.pdf) to understand what tasks you need to complete. (Between 80 and 200 words)
   
   
   • Document a solution to Samuel's IT issue.
   
   
   • List at least four steps, for each task, in order of priority.
   
   
   • Include an estimated time for completion, ensuring that it fits within the timeframes of the Service Level Agreement.
     
     
     4. Document Samuel Mayer's request using the Hardware/Software Upgrade Request form (GE_HW-SW-Upgrade-Request_template.docx). You will discuss this with the client and find out more about their requirements in a meeting (in Part 2). (Between 30 and 50 words)

Task 3 - Reporting and meeting deadlines

In line with your reporting duties, you need to send your ICT Maintenance plan (from Task 2) to your manager so that they can check that you have prioritised the tasks correctly. However, an urgent and unexpected personal commitment has occurred (you were notified at 11 am), and you will need to take the next two days off work. You are not sure whether you will be able to complete the tasks within the required timeframe.

Write an email to your manager using the Gelos email template (Gelos_Email-template.dotx). Address the following in your email: (Between 100 and 150 words)

1. Advise about your personal commitment.

1. Refer to your maintenance plan, identify whether there are issues that could prevent you from completing the workplace tasks on time, and seek assistance from your manager on setting work priorities in order to meet the timeframe as required by the SLA.

Ensure the date and time in your email reflects that you have notified your manager within the timeframe required by Gelos.

Supporting evidence:

You must submit the following documents as evidence for these tasks:

1. This document with answers.

1. An ICT maintenance plan for Samuel Mayer.

1. Hardware/Software Upgrade request for Samuel Mayer.

1. Updated call log 1.

1. Email to manager.

Part 2: Confirm issue with client

This task requires you to participate in a role play, which will be observed by your Teacher/Assessor or can be digitally recorded and submitted as evidence. The role play should be completed before progressing to the next part of this assessment.

Your demonstration will be used as part of the overall evidence requirements of the unit. Your assessor will refer to the list of criteria provided in the Observation Checklist when assessing you. It is important to refer to this list in order to understand what skills you need to demonstrate in this section of the assessment. This Checklist outlines the Performance Criteria, Performance Evidence and Assessment Conditions your Teacher/Assessor will be marking you on.

The task scenario

You need to meet with your client Samuel Mayer (from Part 1) to confirm and clarify their requirements and receive feedback on your suggested solution

Before participating in this role play, make sure that you have:

• reviewed the call logs

• located online or local help resources (task 1 see below)

• prepared questions to ask the client.

• a copy of the Hardware/Software Upgrade Request you started in Part 1.

The role play should take approximately 5-10 minutes to complete.

Role of the student being assessed

During the role play, you must demonstrate:

• listening and questioning techniques

• speaking clearly and using detailed language as appropriate to your audience (the client), for example, no jargon

• communicate coherently, for example an easy to follow line of thought.

Role of the person acting as client

Ask a colleague or another student to act as the client. Make sure they have the scenario instructions to work from. Ensure there is enough information so that they can effectively contribute to the demonstration for example asking a relevant question for you to respond to.

Task 1 Help resources

1. Locate one technical manual (how to guide) and one online document (blogs, forums or online training or similar) that would be useful in assisting your client. This could be a resource that could help clarify your points or could be used as a user guide as a reference for the client.

Insert the references to the two resources in the space provided below.

Task 1 Role play: Technical support, clarifying requirements and feedback

1. Use the ICT maintenance plan from task 1.3 to confirm theclient's hardware requirements from their request.

1. Discuss the previous call logs and how they relate to the client's request.

1. Use and refer to a technical manual or online help resource to further enhance your technical advice on how to resolve the issue.

1. Obtain approval from the client to implement the solution using the Hardware/Software Upgrade Request form you started in Part 1.

1. Negotiate on the level of support the client may need give some examples of the types of technical support you could provide.

1. Make an appointment with the client for you to provide technical support (make sure that this is in line with the expected response times in the Service Level Agreement).

Task 2 Document information

1. Document the following information in the current call log (continue with the file that you updated in Part 1 Task 2):
   
   
   1. The approved solution and the change request from the client.
   
   
   1. The amount of technical support the client requires.
   
   
   

Supporting evidence:

You must submit the following documents as evidence for this task:

1. Updated call log 1.

1. These assessment pages with your completed responses.

1. Video recording of role play (online students)

Part 3: Research and document a solution

Since speaking with Samuel Mayer, there have been more issues logged. These issues are from Roger Smith and Sally Baker, and Samuel has logged the same issue again. See the second current call logs file (GE_Call_logs_current2.xslx).

Your manager has asked you to investigate these issues further. You need to find out if the issues are related to each other and/or have the same cause. During this investigation, you need to identify a more permanent solution that would solve all these issues.

Once completed, you will need to submit this assessment to your Teacher/Assessor for marking.

Task 1 - Research

Conduct research to determine the best approach for all the issues. In order to identify and define the root problem of the issues, ask yourself questions from both the client's and the organisation's perspectives.

1. Client perspective: Write at least two questions you would ask to understand the problem from the client's point of view. Refer to the various reference documents provided at the start of this assessment and name the resource that could provide answers to your questions. Describe how this resource provided answers to your question. (Between 10 and 40 words each question)

Use the table below to document your questions and resource information.

Table 5 Client perspectives

2. Organisational perspective: write at least two questions you would ask to understand the problem from the organisation's side. For this task, you will need to refer to the various organisational documents provided at the start of this assessment and name the resource that could provide answers to your questions. Detail in your response why this resource provided answers to your questions. (Between 5 and 30 words each answer)

Use the table below to document your questions and resource information.

Table 6 Organisational perspectives

3. When developing a questioning mindset, it is important to develop the habit of asking questions from both clients and organisation's points of view. Use the textbox below to provide an example of how you can form the habit of asking questions when identifying the cause of a problem. (Between 20- and 50-words total)

4. Use the table below to define the issues gathered in tasks 1 and 2. (Between 20 and 50 words per response)

Table 7 Assessment instructions

Supporting evidence:

You must submit the following documents as evidence for this task:

1. This document with answers.

Part 4: Obtain and respond to feedback

After coming up with a solution for Samuel Mayer's issue, you arranged for the solution to be implemented.

As part of GE's continuous improvement policy, you now need to follow up with Samuel to ensure that the incident is satisfactorily resolved and to receive feedback on the experience with the ICT support team.

Task 1 - Feedback

1. Use the Client feedback template (GE_ClientFeedback-template.docx) to document at least five appropriate questions regarding the quality of support and the solution you provided. Ensure you have a variety of open and closed questions. Think about what information (your communication, meeting timeframes, solution satisfaction, your performance etc.) would be useful for you and the organisation to know.

1. Write an email to the client using the Gelos email template (GE_Email_template.docx) advising Samuel that you would like to close the ticket and request completion and return of the feedback survey. Make sure that your email is written clearly and concisely, without jargon. Ensure you include instructions to the client on how to fill out the survey. (80 and 120 words)

Task 2

The client has replied with the following feedback, which your manager has shared with you and your team members.

Overall, the issue was handled well, and I am happy with the solution. However, it took longer than expected for this problem to be solved. It has impacted my productivity as I did end up with a lot of backlog on my work. I also felt that the ICT support team could have communicated their progress in this matter more frequently. Also, the temporary solution did not work for long, and I had to log the same problem again. I would have expected some better workaround to avoid the backlog while the team was working for a long-term fix.

1. As part of continuous improvement, your manager has asked you to evaluate the feedback. Use the table below to document your evaluation and identify areas of improvement (20 and 80 words per response).

Table 9 Assessment instructions

2. Apply client feedback to make changes to this ticket (refer to the ICT Support Procedure in the Service Level Agreement) in the second current call log file (GE_Call_logs_current2.xslx).

Supporting evidence:

Submit the following documents as evidence for this task:

1. Feedback form with questions.

1. Email to client.

1. Updated call log 2.

Observation Checklist

The Observation Checklist will be used by your Teacher/Assessor to mark your performance in Part 2. Use this Checklist to understand what skills you need to demonstrate in Part 2. The Checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met. Your demonstration will be used as part of the overall evidence requirements of the unit. The Teacher/Assessor may ask questions while the demonstration is taking place or, if appropriate, directly after the task/activity has been completed.

Table 10 Observation Checklist 1

Assessment feedback

NOTE: This section must have the Teacher/Assessor and student signature to complete the feedback. If you are submitting through the TAFE NSW online learning platform, your Teacher/Assessor will give you feedback via the platform.

Assessment outcome

? Satisfactory

? Unsatisfactory

Assessor feedback

? Has the Assessment Declaration for this assessment event been signed and dated by the student?

? Are you assured that the evidence presented for assessment is the student's own work?

? Was reasonable adjustment in place for this assessment event?

If yes, ensure it is detailed on the assessment document.

Comments:

Assessor name, signature and date:

Student acknowledgement of assessment outcome

Would you like to make any comments about this assessment?

Student name, signature and date