Assessment Guide ICT Helpdesk

Assessment Guide ICT Helpdesk


Assessment Guide ICT Helpdesk

ICTSAS432 Identify and resolve client ICT problems

ICTSAS442 Provide first-level remote help desk support

ICTICT451 Comply with IP, ethics and privacy policies in ICT environment

  
        

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© Australian College of Business Intelligence

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Version: 23.0

Date Modified: June 2023

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1. Assessment Information


Purpose of assessment

This assessment assesses your knowledge and skills in:

  • Identify, record, prioritise and resolve client information and Communications technology (ICT) support activities and escalate as required.

  • Resolving first-level user support issues and change requests remotely for a range of Information Communication Technology (ICT) systems.

  • Complying with the protection and lawful use of intellectual property (IP) and to implement relevant organisational ethics and privacy policies.

What you are required to do

For this assessment, you are required to complete seven tasks:

Task A – Kknowledge test

Task B – Identify the client problem.

Task C – Determine client problems by questioning or other techniques
Task D -Identify the ICT system being used by the client
Task E – Confirm resolution of user support issue and change request  
Task F – Finalise client support procedures
Task G – Communicating IP, ethics and privacy policies

Tasks B to G of this assessment require you to use the provided case study information.

Important resources for completing this assessment

To enable the candidate to complete this assessment, the following documents have been provided in the unit course page on Moodle:

  • earner guide


A note on plagiarism and referencing

Plagiarism is a form of theft where the work, ideas, inventions etc. of other people are presented as your own.

When quoting or paraphrasing from a source such as the Internet, the source must be recognised. If the candidate is quoting a source, they must make sure to acknowledge this by including “quotation marks” around the relevant words/sentences or ideas. The candidate should note the source at the point at which it is included within their assessment, such as by using a citation. The candidate can then list the full details of the source in a ‘references’ section at the end of their assessment.

All sources used for the candidate’s assessment should be detailed in the ‘references’ section.  It is advisable for the candidate to never copy another person’s work.


Instructions for completing this assessment

Answer the questions below using the spaces provided:

  • Answer all parts of each question
  • Use your own words and give examples wherever possible
  • The quality of your answer is more important than how long it is
  • Enter your answers in this document


Submission via Moodle

Please refer to the “Instructions for Submitting Your Assessment” found within the unit course page on Moodle.

NOTE: Please take care to follow all instructions listed. Assessments uploaded with a draft status on Moodle may not be graded.

2. Assessment Cover-sheet                     

Candidate Name: 
Student ID: 
Contact Number: 
Email: 
Trainer / Assessor Name: 
Qualification:ICT50220 Diploma of Information Technology (Front End Web Development)
Units of Competency:BSBXCS402 Promote workplace cybersecurity awareness and best practices
ICTSAS527 Manage client problems
Assessment Tasks:Task A – Kknowledge test Task B – Identify the client problem. Task C – Determine client problems by questioning or other t    techniques
Task D -Identify the ICT system being used by the client
Task E – Confirm resolution of user support issue and change request  
Task F – Finalise client support procedures
Task G – Communicating IP, ethics and privacy policies  
Due Date: Date Submitted: 
Declaration:I have read and understood the following information at the beginning of this assessment guide (please tick):
☐   Assessment information ☐   Submitting assessments ☐   Plagiarism and referencing
I declare this assessment is my own work and where the work is of others, I have fully referenced that material.
Name (please print): 
Candidate signature: 
Date: 

Assessment Task A: Knowledge Test

Answers all the qquestion bbelow:

Question 1:

Ccomplete the following table by identifying two types of industry hardware and their features and capability and two types of industry software and key features and capability.

Learning Resource:

Industry hardwareFeatures and capability
  
  
Industry softwareFeatures and capability
  
  
Question 2:

Identify two operating systems and complete the table below.
Learning Resource: Learners Guide, PPT slides

Operating systemKey functionKey features (list at least three)
   
   
Question 3:

Answer the following questions

3.1 Explain the purpose of a help desk.

Learning Resource: Learner’s Guide, PPT Slides

 

3.2 Identify three common security and network guidelines and procedures.
Learning Resource: Learner’s Guide, PPT Slides

Answer 
Question 4:

Answer the following questions

4.1 Explain how an organisation’s structure can be relevant to the identification and resolution of client ICT problems.
Learning Resource: Learner’s Guide, PPT Slides

Answer 

4.2 Identify two examples of sustainability practices/environmental guidelines that should be followed when identifying and resolving client ICT problems.

Learning Resource: Learner’s Guide, PPT Slides

Answer 
Question 5:

Answer the following questions regarding customer service policies and procedures

5.1. Explain the importance of customer service policies and procedures for obtaining feedback using 50-100 words. 
Learning Resource:Learner’s Guide, PPT Slides

Answer 

5.2. Why are policies and procedures important in customer service? Answer using 30-60 words.
Learning Resource: Learner’s Guide, PPT Slides

Answer 
Question 6:


Answer the following questions regarding contexts where escalation procedures are required

6.1. What is the purpose of an escalation process? Answer using 20-40 words. 
Learning Resource: Learner’s Guide, PPT Slides

Answer 


6.2. Research online and identify two (2) types of escalation?
Learning Resource: Learner’s Guide, PPT Slides

Answer 
Question 7:

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

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

Learning Resource:Learner’s Guide, PPT Slides

Answer 

7.2. What are the two (2) different types of user support services.  
Learning Resource:Learner’s Guide, PPT Slides

Answer 
Question 8:


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

  • ork environment
  • organizational requirements

8.1. Discuss WHS consultation processes and procedures related to work environment and organisational requirements using 20-40 words. 
Learning Resource:Learner’s Guide, PPT Slides

Answer 

8.2. What are your WHS responsibilities as an employee? Answer using 20-40 words.
Learning Resource:Learner’s Guide, PPT Slides

Answer 
Question 9:

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

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

Learning Resource: Learner’s Guide, PPT Slides

Answer 

9.2. What are Level 1 and 2 IT supports? Answer using 20-40 words
Learning Resource:Learner’s Guide, PPT Slides

Answer 
Question 10:


Answer the following questions regarding intellectual property and relevant legislation.

10.1. Define the term intellectual property and outline three types of intellectual property as relevant to ICT.  Answer using 20-40 words
Learning Resource:Learner’s Guide, PPT Slides

Answer 


10.2. Also describe the legislation that applies to intellectual property. Answer using 20-40 words
Learning Resource:Learner’s Guide, PPT Slides

Answer 
Question 11:

Answer the following questions regarding ICT industry code of ethics, IP and privacy.

11.1. List the names of  the policies and procedures that address IP, ethics and privacy for your chosen organisation. Describe the main purpose of each.  Answer using 80-120 words
Learning Resource:Learner’s Guide, PPT Slides

Answer 

11.2. Identify at least two examples of codes of ethics that are relevant to the ICT industry. List the name of the code of ethics and its purpose, plus a weblink where it can be sourced.

Learning Resource:Learner’s Guide, PPT Slides

Answer 
Question 12:

Answer the following questions regarding ICT industry code of ethics, IP and privacy role.

12.1. Based on your review of the policies and procedures above (question 11.2), give a summary of your own role in relation to IP, ethics and privacy and two example actions for each that ensures that IP, ethics and privacy requirements are not breached.  Answer using 120-180 words
Learning Resource:Learner’s Guide, PPT Slides

Answer 


12.2.Describe the organisation’s processes/procedures for communicating IP, ethics and privacy policy to staff. Answer using 50-80 words

Learning Resource:Learner’s Guide, PPT Slides

Answer 

Assessment Task B- Team Meeting

Please read the case study provided for this unit and complete the tasks from B to G. 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:

  • rs
  • problems
    • determine the user support issue

The team member will:

After the meeting, you are then required to:

  • .


Submission Requirement:

Meeting agenda:

Date/Time: 
Location: 
Chairperson: 
Meeting Attendees: Full names and roles     
Agenda Item/TopicDiscussion/OutcomesAction OfficerDue Date
Welcome   
  (Agenda item 1)   Topic?     
  (Agenda item 2)   Topic?       
  (Agenda item 3)   Topic?                     
SummaryOverall Summary   Decision/s   Action/s if any    
Next Meeting time/date   
Meeting closed at:   
Minutes are a true and accurate record of the meetingApproved/confirmed by whom?  


Meeting minutes :

Minutes of Meeting Meeting Objective:   Attendees:   Venue:   Date:  
No.Points DiscussedActions SuggestedTarget Date
    
    
    
Signature of attendee 1:                                                Signature of attendee 2:   Signature of attendee 3:                                                Signature of attendee 4:  

Assessment Task C : Determine client problems by questioning or other techniques

You will be required to demonstrate the following: 

Notes: 

  1. You are required to participate in a meeting with your trainer/ assessor. 
  2. Your trainer/assessor will play the role of the client. You are required to complete following assessment tasks and activities:  
  • 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 below activities after the meeting.

C1. General information about the company or individual (40 -60 words) 
Client 1: NBC Lawyers

 
Client 2: Sydney Institute of Technology


C2. How have you used questioning techniques to clarify the problem?
(40 -60 words) 
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology  
C3. Clearly outlined the client problems (40 -60 words) 
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology  
C4. Determining eligibility status of individual experiencing user support difficulty against organisational guidelines  (40 -60 words)  What questions did you ask? What responses did you gather? 
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology

C5. How have you clarified user support difficulty and change requests with clients? (40 -60 words) 
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology

C6. How have you confirmed the nature of user support difficulty and change requests with clients? (40 -60 words) 
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology

C7. Based on all the information you have reviewed thus far outline your analysis of the problem. How severe is the problem and what are the risks of the problem? (40 -60 words) 
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology

C8. As per your workplace procedures, what is the priority given to this job?  
(40 -60 words) 
Client 1: NBC Lawyers  


Client 2: Sydney Institute of Technology

   
C9. Write an email to the client about what the issue is, how long it will take to resolve it based on the priority attached to the job. (40 -60 words) 
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology

C10. The problem you are investigating may require you to refer it to a third party e.g. an equipment supplier. If this is an issue with the client problem you are resolving here, write an email about the problem to the third party following procedures. Your email should outline the problem. If there is no such third party involved, identify a possible issue and write an email about this.
(40 -60 words) 
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology

C11.Document the feedback you receive from the third party here (this will be your assessor).  (40 -60 words) 
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology

Assessment Task D:  Identify the ICT system being used by the client 

You will be required to demonstrate the following: 

  • 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. 

D1. How have you identified software, hardware, network connection and application being used by clients? (One to two sentences) 
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology  
D2. How have you identified expected client outcome and stage of issue resolution? (One to two sentences) 
Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology



D3. Step client back to beginning of resolution process (40 -60 words)  Discuss the processes and procedures you used 
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology

D4. Using your own database of known problems, what options could there be for resolution of this client’s issue? (40 -60 words)
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology

D5. What constraints are there associated with the resolution e.g. costs and timelines? (40 -60 words)
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology

Assessment Task E:  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. 

E1. Determine, describe and eliminate factors that created user support issue and permit it to recur (40 -60 words) 
Learning resources: 1. Learner’s guide 2. PPT
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology

E2. Explain and guide client through complete recovery and resolution process
(80 -120 words)
Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology

E3.Provide handling and resolution instructions to client (40 -60 words)

Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology  
E4. Escalate change request where required  (40 -60 words)
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology    
E5. Document changes where required (40 -60 words)
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology    
E6. Write a list of the components you need to resolve the job. Take a photo or screenshot of the items and attach it to your Portfolio.
Client 1: NBC Lawyers        
Client 2: Sydney Institute of Technology        
E7. Provide a description of the maintenance you conducted. Include evidence as necessary e.g. screenshots.
Client 1: NBC Lawyers      
Client 2: Sydney Institute of Technology    

E8. At this point you will need to provide this section of your Portfolio to your assessor who will provide sign off and approve to the next step.  Write the name of your maintenance document here.
Client 1: NBC Lawyers        
Client 2: Sydney Institute of Technology    

Assessment Task F:  Finalise client support procedures  

You will be required to demonstrate the following: 

  • 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 organisation’s client service policy
  • Provide client with additional product and service information according to organisation’s sales promotion requirements
  • Complete client contact records according to client service requirements

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

F1. Confirm resolution of issue and obtain client satisfaction with client according to client service policy (40 -60 words) 
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology  
F2. Inform client of additional support and services available, according to the organisation’s client service policy (40 -60 words) 
Client 1: NBC Lawyers

Client 2: Sydney Institute of Technology



F3. Provide client with additional product and service information according to organisation’s sales promotion requirements (40 -60 words) 
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology  
F4. Complete client contact records according to client service requirements
(40 -60 words)
Client 1: NBC Lawyers  
Client 2: Sydney Institute of Technology  
F5. Document an email to your client with the maintenance report attached and asking them to confirm their requirements have been met and any feedback.
(40 -60 words) 
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology  
F6. Record the client’s feedback here. Write down what you need to do about their requirements and if the problem needs to be escalated..
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology

F7. Document an email that could be sent internally recording client feedback and confirmation that the problem is now resolved.  The email is for sign off and entry into the problems database
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology

F8. Describe how and where you stored the components when you were finished. Also describe what you needed to dispose of and how you did this following sustainability guidelines. Include evidence as relevant e.g. screenshots. 
Client 1: NBC Lawyers    
Client 2: Sydney Institute of Technology

Assessment Task G:  Communicating IP, ethics and privacy policies
IT Biz Solutions has a range of policies and procedures in place that relate to IP, ethics and privacy.
These are:

  • Privacy Policy and Procedures
  • Copyright Policy and Procedures
  • Staff Code of Conduct

These policies are included in the staff manual. Regular training is provided on these policies in the form of a presentation, especially for new staff.

A questionnaire has recently gone out to all staff to ask them about their adherence to the Copyright Policy and Procedures, Privacy Policy and Procedures and Staff Code of Conduct. Their responses are included in case study for you to review and analyse. Use your review and analysis to complete the following assessment activities.

G.1Develop a presentation designed to provide support and advice to a team on IP, ethics and privacy
Your presentation must: Summarise IT Biz Solutions organisation’s policies and proceduresInclude example actions that ensures that IP, ethics and privacy requirements are not breached. Include the title of your presentation here and submit a copy of your presentation . Also make notes here on the questions that you will ask your team at the presentation to ensure their understanding of what you have presented.  
Submission requirement:
1.Presentation Slides
2.Questions to ask your team

G.2 Outline three risks of not abiding by IP, ethics and privacy policy and procedures? (80- 100 words) Provide a brief assessment of each of these risks in terms of their likelihood and consequences.
Write your answer here





G.3 Are your team abiding by the IP, ethics and privacy policy and procedures? As part of answering this question, describe any internal and/or external non-compliance and intellectual property infringement incidents that have occurred.
(80- 100 words)
Write your answer here



 
G.4 Based on your review, do you consider that the IP, ethics and privacy policies and procedures are sufficient to prevent infringement? (80- 100 words)

 Write your answer here

   
G.5 What opportunities are there for improvement to the policies and procedures? (50 – 100 words)
 Write your answer here

   
G.6 Research potential IP, ethics and privacy policy and procedures from the Internet and give examples of changes that can be made. Make sure you reference the research you have conducted when providing examples. Further make sure you outline at least two opportunities for improvement. (50 – 100 words)
Write your answer here

 
G.7 What other recommendations do you have regarding actions to address non-compliance and infringements? Outline at least two ideas. (50 – 100 words)
 Write your answer here        
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