Australian Vocational Education and Training/ICAS3034A Determine and action network problems

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Original image: 'Cables Taken Down' by: Bill Bradford

From the official document:

"This unit defines the competency required to document network-related problems, determine the resources required, solve the client problem or escalate the problem to a new support level."

Basically, that means ... (translate above into plain english)

You can read more about this unit on the National Training Information Systems Official document for ICAS3034A.

Prerequisite units The following units are prerequisite for this competency:

This unit is part of the following qualifications:

How this unit will help you

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After learning and applying the skills required by this unit you'll be able to demonstrate your skills in:

1. Determine client requirements and ascertain if problem exists
  1. Log calls from help desk support staff
  2. Determine and document problem based on client requirements
2. Determine whether problem is covered by policy
  1. Verify the scope and coverage of maintenance and technical support agreements relative to the problem and client requirements
  2. Provide assistance in accordance with organisational guidelines
3. Carry out maintenance support on identified problem
  1. Conduct diagnostic tests around identified problem
  2. Complete maintenance in line with organisational guidelines
  3. Obtain new components as part of the resolution, where necessary
  4. Store or dispose of components in accordance with organisational guidelines and environmental guidelines
4. Prepare maintenance report and verify solution
  1. Prepare maintenance report in line with organisational guidelines and support agreements
  2. Escalate maintenance requirements to appropriate area, as required
  3. Follow up with the client to determine solution success and close the report
  • translate the above elements and performance criteria into plain english and summarise here...

Ideas for learning the required skills

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Ideas for demonstrating this unit

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The best way to demonstrate these skills is ...


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If you are demonstrating this unit as part of a formal course, you might find that the unit is graded (meaning you can not only demonstrate your competence, but can also gain a credit or distinction). Your facilitator may already have set criteria that your college uses. If not, here are some ideas for possible credit/distinction activities that you can discuss with your facilitator:

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Notes and discrepancies

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