Unit code, name ICTNWK302 - Determine and action network problems (1) Qualification/Course code, name ICT30118 - Certificate III in Information, Digital Media and Technology (2) TAFE NSW
Table 1 Assessment instructions
Assessment details |
Instructions |
Assessment overview |
The objective of this assessment is to assess your skills as would be required to: · document network related problems and determine the required resources · solve client problems or escalate the problem according to organisational guidelines · maintain the network with minimal disruption to clients. |
Assessment Event number |
2 of 2 |
Instructions for this assessment |
This is a skills-based assessment and will be assessing you on your ability to demonstrate skills required in the unit. This assessment is in four parts: Incident reporting instructions 1. Practical – incident 1 2. Practical - incident 2 Submission instructions 3. Role play – follow-up with client to determine solution success 4. Role play – refer unresolved maintenance requirements to higher-level service area The assessment also contains: 1. Observation checklists 2. Assessment feedback Check the Observation checklists to ensure that you’ve covered all the required tasks. |
Submission instructions |
When you have completed this assessment, submit it online for marking by your assessor. Ensure you have typed your name at the bottom of each page of every document you create. Submit the following documents for each part: Practical incident 1 and 2: Upload the following four documents inside the zipped Firstname_Lastname_ddmmyyyy folder: a. Screenshot: Incident1_Report b. Screenshot: Incident1_Solution c. Screenshot: Incident2_Report d. Screenshot: Incident2_Solution Role play – follow-up with client to determine solution success · A video recording of a meeting with your client. Follow the Video recording instructions (pdf) to record and submit your video. Role play – refer unresolved maintenance requirements to higher-level service area · A video recording of a meeting with support personnel at a senior level. Follow the Video recording instructions (pdf) to record and submit your video. It is important that you keep a copy of all electronic and hardcopy assessments submitted to TAFE and complete the assessment declaration when submitting the assessment. |
What do I need to do to achieve a satisfactory result? |
To achieve a satisfactory result for this assessment all questions must be answered correctly and all items in the Assessment Checklist must be marked Satisfactory. |
What do I need to provide? |
· Computer, internet and login details. · USB drive or other storage method with enough free space to save work to. · A video recording device. · A person, such as a colleague or family member, to play the role of your client. · You will need to download and install Cisco Packet Tracer from the Cisco Packet Tracer website. |
Assessment conditions |
Assessment conditions will replicate the workplace, including noise levels, production flow, interruptions and time variances. Make sure there is background noise, such as music for example, and interruptions while you are completing this assessment. |
Due date/time allowed/venue |
Indicative time for assessment completion: Two hours |
Assessor will provide |
· Access to the Learning Management System · Files as outlined in assessment: o Packet tracer simulation files (zip) |
Supervision |
Your assessor may ask for additional evidence to verify the authenticity of your submission and confirm that the assessment task was completed by you. |
Reasonable adjustment |
If you have a permanent or temporary condition that may prevent you from successfully completing the assessment event(s) in the way described, you should talk to your assessor about ‘reasonable adjustment’. This is the adjustment of the way you are assessed to take into account your condition, which must be approved BEFORE you attempt the assessment. |
Assessment feedback, review or appeals |
Appeals are addressed in accordance with Every Student’s Guide to Assessment in TAFE NSW. |
Before you start this assessment, go to the Cisco Packet Tracer website.
To download and use Packet Tracer, you need to register with Networking Academy and complete the course (approximately 10 hours). Follow these steps:
Complete the assessment using twoPacket Tracer Simulation files.
Note: The number referred to as XXXXXXXXXX is your TAFE student number.
To complete Part 2 and Part 3 of this assessment, you are required to participate in a practical demonstration of logging, recording and solving an incident.
You are required to record your demonstrations as evidence using screenshots.
Your responses will be used as part of the overall evidence requirements of the unit.
You should refer to the list of criteria in the Observation Checklist in Part 5 to understand what you need to demonstrate in this section of the assessment. This Checklist outlines the assessment criteria used to assess your performance.
Once completed you will need to submit this assessment and the tasks and activities you are required to complete to your assessor for marking according to the instructions given in Part 4.
Requestor contacts help desk if appropriate via phone, email, voice mail or conference call. The help desk receives the request issue from user and enters all information related into the ABC Company’s help desk System (SysAid).
(Username: yourfirstname, Password: password)
For example: If you are Bob who is currently looking at incident1, the device concerned is tablet-A and the issue is related to internet connectivity, then the title should be as follows:
Incident1-tabletA-InternetConnectivity
Incident scenario: You have received a help desk call from Jason Brown.
“Hi! My name is Jason Brown and my computer is PC-C. I’m currently having trouble accessing the internet from my Tablet-C. Another person in my team also received a new Tablet-D and he has no problems accessing the internet. Can you please fix my Tablet-C, so that I have internet access?”
Note: A resolution can be used as a future reference to solve the same issue if reported.
Incident scenario: You have received a help desk call from Mary Jane.
“Hi! My name is Mary Jane from HR department and my computer is PC-A
I’m currently having trouble accessing the company intranet website www.abc.com.
I checked with my other colleagues in the department, they also cannot access the intranet website. Can you please fix this as soon as possible?
Note: A resolution can be used as a future reference to solve the same issue if reported.
A sample screenshot is given below for your reference. Ensure the circled areas are visible in the screenshots you are submitting for marking by the Assessor.
Figure 13 - Sample screenshot 1
A sample screenshot is given below for your reference. Ensure the circled areas are visible in the screenshots you are submitting for marking.
Figure 14 - Sample screenshot2
The Task/Activity and Observation Checklist will be used by your assessor to mark your performance in the previous event type. Use this Checklist to understand what skills you need to demonstrate in the role play scenario, or practical demonstration and what you are required to complete as part of the evidence for these units. The Checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met for all the units listed in this clustered assessment. Your demonstration will be used as part of the overall evidence requirements of the unit. The assessor may ask questions while the demonstration is taking place or if appropriate directly after the task/activity has been completed.
If you are required to demonstrate the task and be observed by your assessor, the checklist below will have a tick near the criteria in the Observation column. If you are required to gather and submit evidence to complete the task, the checklist below will have a tick near the criteria in the Evidence column.
Task # |
Task/Activity Performed |
OBSERVATION |
EVIDENCE |
S – Date |
U/S - Date |
S - Date |
U/S - Date |
Assessor Comments |
Unit nbr and criteria |
P2 (1) P3 (1) |
Logged calls from help-desk support staff |
☐ |
☐ Incident1_Report ☐ Incident2_Report |
Date of Observation: Assessors are to record their observations in sufficient detail to demonstrate their judgement of the student’s performance against the criteria required. |
ICTNWK302 (1.1, KE2.1, AC4, AC5, FS5-7) |
||||
P2 (3b) P3 (3b) |
Determined and documented the problem based on client requirements |
☐ Incident1_Report ☐ Incident2_Report |
ICTNWK302 (1.2, PE1) |
||||||
P2 (2, 3b) P3 (2, 3b) |
Conducted diagnostic tests around identified problem |
☐ |
☐ Incident1_Solution ☐ Incident2_Solution |
ICTNWK302 (3.1, FS2, FS8-9, AC1, AC3) |
|||||
P2 (3a) P3 (3a) |
Completed maintenance and prepared maintenance report according to organisational guidelines |
☐ Incident1_ Report ☐ Incident2_ Report |
ICTNWK302 (3.2, 4.1, FS2) |
||||||
P2 (3c) P3 (3c) |
Maintained the network with minimal disruption to clients |
☐ Incident1_Solution ☐ Incident2_Solution |
ICTNWK302 (PE3) |
||||||
P2 (5), P3 (5) |
Solve or escalate problems according to organisational guidelines |
☐ Incident1_ Report ☐ Incident2_ Report |
ICTNWK302 (PE2) |
Part 5: Role play – follow-up with client to determine solution success
To complete this part of the assessment, you are required to participate in and video record a role-play. Your role play should demonstrate the conversation with your client (Jason Brown).
Role play participants:
Prepare for your meeting by organising:
Refer to the practical task you’ve performed in Part 2 of this assessment. Read the background information and criteria for the role play carefully before performing your demonstration.
Follow the Video recording instructions (pdf) to record your video.
Role play scenario:
You have recently solved a problem reported by your client Jason Brown. As a frontline technical support person, you are required to follow-up with the client to determine if the applied solution was successful and then, take necessary action to close the incident report.
The Task/Activity and Observation checklist will be used by your assessor to mark your performance in the previous event type. Use this Checklist to understand what skills you need to demonstrate in the role play scenario, or practical demonstration and what you are required to complete as part of the evidence for these units. The Checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met for all the units listed in this clustered assessment. Your demonstration will be used as part of the overall evidence requirements of the unit. The assessor may ask questions while the demonstration is taking place or if appropriate directly after the task/activity has been completed.
If you are required to demonstrate the task and be observed by your assessor, the checklist below will have a tick near the criteria in the Observation column. If you are required to gather and submit evidence to complete the task, the checklist below will have a tick near the criteria in the Evidence column.
Task # |
Task/Activity Performed |
OBSERVATION |
EVIDENCE |
S – Date |
U/S - Date |
S - Date |
U/S - Date |
Assessor Comments |
Unit nbr and criteria |
1 |
Followed-up with the client to determine solution success |
☐ |
Date of Observation: Assessors are to record their observations in sufficient detail to demonstrate their judgement of the student’s performance against the criteria required. |
ICTNWK302 (4.3) |
|||||
2a |
Used questioning techniques |
☐ |
ICTNWK302 (FS4) |
||||||
2b |
Used listening skills to respond appropriately. |
☐ |
ICTNWK302 (FS4) |
Part 6: Role play – refer unresolved maintenance requirements to higher-level service area
To complete this part of the assessment, you are required to participate in and video record a role-play. Your role play should demonstrate the conversation with a support personnel in a higher-level service area.
Role play participants:
Prepare for your meeting by organising:
Refer to the practical task you’ve performed in Part 3 of this assessment. Read the background information and criteria for the role play carefully before performing your demonstration.
Follow the Video recording instructions (pdf) to record your video.
Role play scenario:
You have been trying to troubleshoot a network problem reported recently by your client Mary Jane. However, you were unable to solve the issue and the problem is affecting the operations of an entire department.
As a frontline technical support person, you are required to refer/escalate any unresolved network problems to the appropriate higher level service area.
Therefore, you have decided to refer/escalate the issue to a more specialised technician in a higher-level service area (Level 2 IT Support).
The Task/Activity and Observation checklist will be used by your assessor to mark your performance in the previous event type. Use this Checklist to understand what skills you need to demonstrate in the role play scenario, or practical demonstration and what you are required to complete as part of the evidence for these units. The Checklist lists the assessment criteria used to determine whether you have successfully completed this assessment event. All the criteria must be met for all the units listed in this clustered assessment. Your demonstration will be used as part of the overall evidence requirements of the unit. The assessor may ask questions while the demonstration is taking place or if appropriate directly after the task/activity has been completed.
If you are required to demonstrate the task and be observed by your assessor, the checklist below will have a tick near the criteria in the Observation column. If you are required to gather and submit evidence to complete the task, the checklist below will have a tick near the criteria in the Evidence column.
ask # |
Task/Activity Performed |
OBSERVATION |
EVIDENCE |
S – Date |
U/S - Date |
S - Date |
U/S - Date |
Assessor Comments |
Unit nbr and criteria |
1 |
Referred the problem details to a technician in higher level service area |
Date of Observation: Assessors are to record their observations in sufficient detail to demonstrate their judgement of the student’s performance against the criteria required. |
ICTNWK302 (4.2) |
||||||
2a |
Provided clear explanations using suitable language |
☐ |
ICTNWK302 (FS3) |
||||||
2b |
Used questioning techniques |
☐ |
ICTNWK302 (FS4) |
||||||
2b |
Used listening skills to respond appropriately. |
☐ |
ICTNWK302 (FS4) |
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