Work in a Team: ICT Issues Assessment Guide for Students

Document title: BSBXTW301_AE_Pro2of2 Page 1 of 15 Resource ID: BSBXTW301_AE_Pro2of2 Project Assessment: Investigate ICT issues Teacher & Assessor Marking Guide Criteria Unit code and name BSBXTW301 - Work in a team Qualification/Course code and name SIS30321 | Certificate III in Fitness 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

Document title: BSBXTW301_AE_Pro2of2 Page 2 of 15 Resource ID: BSBXTW301_AE_Pro2of2 Version: 20220329 Date created: 26 March 2021 Date modified: 29 March 2022 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: 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: 16 August 2023. For current information, please refer to our website or your Teacher/Assessor as appropriate.

Document title: BSBXTW301_AE_Pro2of2 Page 3 of 15 Resource ID: BSBXTW301_AE_Pro2of2 Assessment instructions Table 1 Assessment instructions Assessment details Instructions Assessment overview The aim of this assessment is to assess your knowledge and performance in being able to work and perform in a team Assessment event number 2 of 2 Instructions for the Teacher/Assessor This is a project-based assessment that assesses the student on their knowledge and performance of the units. This assessment is in five parts: • Part 1: Identify ICT issues • Part 2: Obtain and respond to feedback And is supported by: • One observation checklist • Assessment feedback • Gelos Enterprises (Gelos) supporting documents. a) Service Level Agreement b) IT Maintenance Procedure c) Standard Operating Environment d) New Staff IT Induction Kit • Cl_ITWorkSkills_AE_Pro1_Appx.zip Model answers, sample responses or criteria for each question are provided below. The assessment feedback page must be signed by both the student and the assessor, so the student displays that they have received, understood and accepted the feedback. Complete the assessment feedback to the student and ensure you have taken a copy of the assessment if the student has not submitted online.

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Document title: BSBXTW301_AE_Pro2of2 Page 4 of 15 Resource ID: BSBXTW301_AE_Pro2of2 Assessment details Instructions For guidance on applying reasonable adjustment, refer Assessment Guidelines for TAFE NSW (WDETG18411) About this marking guide The student's response to each task or activity must contain the criteria indicated in this marking guide in order for their response to be correct. All tasks and activities must be completed correctly in order to satisfactorily complete this assessment event. Assessors will need to make a judgement call as to whether each response meets the criteria based upon the rules of evidence and principles of assessment. Student must provide • TAFE NSW student account username and password. • Computer or other devices with word processing software and internet access. Assessor must provide • Access to this assessment and learning resources, including the student workbook and any supporting documents or links. • A safe working or simulated environment conducive to teamwork, including peers and supervisors • Relevant information sources for Gelos • Technical records and documentation for Gelos Due date Time allowed Location Refer to UAG for due date Two hours Can be: TAFE NSW campus/ TAFE Digital Campus/ TAFE NSW Moodle.

Document title: BSBXTW301_AE_Pro2of2 Page 5 of 15 Resource ID: BSBXTW301_AE_Pro2of2 Specific task instructions The instructions and the criteria in the tasks and activities below will be used by you to determine if the student has satisfactorily completed this assessment event. Use these instructions as a guide to ensure the student demonstrates the required knowledge and skills. The student may have the option to record their participation and submit as video evidence. If they are submitting video evidence, they must: • provide a video clearly meeting all requirements listed below and in the Observation Checklist • ensure they have access to the equipment and resources required to participate in the demonstration • 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 the student starts, they need to download and unzip the resource folder (Cl_ITWorkSkills_AE_Pro1_Appx.zip), which contains documents you will need in this assessment. The student 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).

Document title: BSBXTW301_AE_Pro2of2 Page 6 of 15 Resource ID: BSBXTW301_AE_Pro2of2 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) Discuss the organisational chart (noting job titles) in New ICT Staff Induction (page 3). 2. Identify the goals of the ICT Systems Support Team (according to the Service Level Agreement). (Between 20 and 50 words) Review Service Level Agreement – what are the ICT support team aims?

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Document title: BSBXTW301_AE_Pro2of2 Page 7 of 15 Resource ID: BSBXTW301_AE_Pro2of2 3. Identify your job responsibilities when working across both support levels and how can team member effectively collaborate remotely. (Between 30 to 80 words) Support levels refers to Support Officer Levels 1, 2, 3 – see learning material under “The Support Officers role”. Read the information under each team member listed in the New Staff ICT Induction document (page 4). What does a level 1 and level 2 support officer do (think escalation here). From your own experience or knowledge, what systems/apps can be used to collaborate with your team who might be remote? 4. In bullet points, list the responsibilities of each job role, including those relevant to achieving the team goals with the team planning and discussions. (Between 20 and 80 words) Learning material under “ICT support” – levels 1, 2, 3 See different team members on page 4 of New Staff ICT Induction document and note some responsibilities. Task 2 – Identify client IT issues 1. Check the current and previous call logs file (GE_Call_logs_current1.xslx and GE_Call_logs_prev.xslx ) so that you understand your client Samuel Mayer’s issues. 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.

Document title: BSBXTW301_AE_Pro2of2 Page 8 of 15 Resource ID: BSBXTW301_AE_Pro2of2 • Include an estimated time for completion, ensuring that it fits within the timeframes of the Service Level Agreement. Review the past log – what is a solution for Sam based on others with the same issue? How long did these take to complete? Google your solution for some help with steps. 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) • Advise about your personal commitment. See learning content “Types of communication” and section on email structure Review Service Level Agreement – what priority and timeframe do you have to get Sam’s task done? If you are off for 2 days will you still get this done? Supporting evidence:

Document title: BSBXTW301_AE_Pro2of2 Page 9 of 15 Resource ID: BSBXTW301_AE_Pro2of2 You must submit the following documents as evidence for these tasks: • This document with answers. • An ICT maintenance plan for Samuel Mayer. • Hardware/Software Upgrade request for Samuel Mayer. • Updated call log 1. • Email to manager. Part 2: 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. Review the learning content under “Feedback” in Communicating in ICT – this talks about some areas which you might consider asking for feedback on and gives examples. Commented [KC1]: Ignore these 2 items - they are not required for submission here

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Document title: BSBXTW301_AE_Pro2of2 Page 10 of 15 Resource ID: BSBXTW301_AE_Pro2of2 2. 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) See learning content “Types of communication” and section on email structure. Make sure you tell Sam how to fill in the survey and return it to you. 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 table 8 to document your evaluation and identify areas of improvement (20 and 80 words per response). Table 8 Assessment instructions Areas for improvement Best approach to implement the improvement See highlights above for ideas here 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). Commented [KC2]: In this file document, the ticket is closed and add what you did to action this in the notes section.

Document title: BSBXTW301_AE_Pro2of2 Page 11 of 15 Resource ID: BSBXTW301_AE_Pro2of2 Supporting evidence: Submit the following documents as evidence for this task: • Feedback form with questions. • Email to client. • Updated call log 2.

Document title: BSBXTW301_AE_Pro2of2 Page 12 of 15 Resource ID: BSBXTW301_AE_Pro2of2 Observation Checklist Observation Checklist will be used by you to mark the student's performance in Part 2 . Use this checklist to understand what skills the student is required to demonstrate in this section of the assessment. This Checklist outlines the assessment criteria you will be marking the student on. All the criteria must be met. The student's demonstration will be used as part of the overall evidence requirements of the unit. You may ask questions while the demonstration is taking place or, if appropriate, directly after the task/activity has been completed Table 9 Observation Checklist 1 Task # Task/Activity Performed S U/S Assessor Comments (Describe the student's ability in demonstrating the required skills and knowledge) 1 Used clear and concise language to contribute information and confirm the client's hardware requirements ☐ ☐ 2 Discussed previous requests and outlined how they relate to the client's request ☐ ☐ 3 Interacted with the client, speaking clearly, coherently and varying tone as required, when providing technical support to suit the needs of clients. ☐ ☐

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Document title: BSBXTW301_AE_Pro2of2 Page 13 of 15 Resource ID: BSBXTW301_AE_Pro2of2 Task # Task/Activity Performed S U/S Assessor Comments (Describe the student's ability in demonstrating the required skills and knowledge) 4 Asked for and received feedback from the client, using effective questioning and listening skills. ☐ ☐ 5 Asked for, and received, verbal approval from the client to implement solution. ☐ ☐ 6 Discussed with the client and confirms agreement on the type and amount of technical support required. ☐ ☐ 7 Agreed with the client on a time for providing support, referring to the SLA timeframe guidelines. ☐ ☐

Document title: BSBXTW301_AE_Pro2of2 Page 14 of 15 Resource ID: BSBXTW301_AE_Pro2of2 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

Document title: BSBXTW301_AE_Pro2of2 Page 15 of 15 Resource ID: BSBXTW301_AE_Pro2of2 Would you like to make any comments about this assessment? Student name, signature and date

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

BSBXTW301_AE_Pro2of2 hints and tips

Related Documents