Course Title: Identify and resolve client ICT problems
Part B: Course Detail
Teaching Period: Term1 2023
Course Code: COSC7399C
Course Title: Identify and resolve client ICT problems
Important Information:
Please note that this course may have compulsory in-person attendance requirements for some teaching activities.
To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption.
Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT: https://policies.rmit.edu.au/document/view.php?id=209.
Please read the Student website for additional requirements of in-person attendance: https://www.rmit.edu.au/covid/coming-to-campus
Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance.
School: 520T Future Technologies
Campus: City Campus
Program: C4410 - Certificate IV in Information Technology
Course Contact: Luke Eberbach
Course Contact Phone: +61 3 9925 4381
Course Contact Email: luke.eberbach@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Chandra Nannegari
Course Coordinator
Email: chandra.nannegari@rmit.edu.au
Nominal Hours: 40
Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.
Pre-requisites and Co-requisites
None
Course Description
In this course you will gain the skills and knowledge required to identify, record, prioritise and resolve client Information and Communications Technology (ICT) support activities and escalate as required.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
ICTSAS432 Identify and resolve client ICT problems |
Element: |
1. Prepare to resolve client ICT problems |
Performance Criteria: |
1.1 Determine client problems and impact of problem according to organisational procedures |
Element: |
2. Prioritise client ICT problems |
Performance Criteria: |
2.1 Undertake impact analysis of problem and determine severity and risks |
Element: |
3. Refer problems where required |
Performance Criteria: |
3.1 Investigate and refer problems to third parties according to organisational procedures |
Element: |
4. Carry out maintenance |
Performance Criteria: |
4.1 Obtain required components for resolution according to organisational procedures |
Element: |
5. Create maintenance report |
Performance Criteria: |
5.1 Prepare maintenance report according to organisational procedures |
Element: |
6. Confirm problem resolution |
Performance Criteria: |
6.1 Obtain and respond to client feedback |
Learning Outcomes
On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.
Details of Learning Activities
A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.
The collaborative classroom based activities will include theory sessions, practical lab sessions, tutorial sessions, and out-of-class research and homework.
We expect you to participate and contribute in all scheduled learning activities.
Teaching Schedule
| Week 1 | 13-19 February |
Introduction to the Course including:
|
ACTIVITY 1 - Icebreaking session ACTIVITY 2 - Overview of the course ACTIVITY 3 - Overview of Assessment ACTIVITY 4 - ICT terminology, components and related activities. ACTIVITY 5 - Homework Reading ACTIVITY 6 - Next week |
| Week 2 | 20-26 February | A glimpse into the role of help-desk assistant in a ICT environment. Introduction to GIHE case study. |
ACTIVITY 1 - Review of previous week. ACTIVITY 2 - Role of help-desk assistant. ACTIVITY 3 - GIHE case study ACTIVITY 4 - Homework reading. ACTIVITY 5 - Next week |
| Week 3 | 27 February - 5 March | Intro database terminology and build a database to log ICT problems. |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Introduction to database terminology. ACTIVITY 3 - Build a database in MS Access. ACTIVITY 4 - GIHE database to log client problems. ACTIVITY 5 - Homework reading. ACTIVITY 6 - Next week |
| Week 4 | 6-12 March | Ascertain client problems. Analyse the impact of the problem for the client following procedures. |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Ascertain client problem. ACTIVITY 3 - Homework reading / watching Video. ACTIVITY 4 - Next week |
| Week 5 | 13-19 March | Policies and procedures. |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Policies and Procedures ACTIVITY 3 - Homework reading. ACTIVITY 4 - Next week |
| Week 6 | 20-26 March | Checklist Incident Priority. Prioritise complaints received from client. |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Checklist Incident Priority ACTIVITY 3 - Homework reading. ACTIVITY 4 - Next week |
| Week 7 | 27 March - 2 April | Maintenance of ICT equipment. |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Maintenance – Purchase policy ACTIVITY 3 - Homework video watching. ACTIVITY 4 - Next week |
| Week 8 | 3-9 April | Maintenance – storage and disposal of used components. |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Maintenance – Storage and disposal of components |
| 10-16 April Mid-semester break | |||
| Week 9 | 17-23 April | Rectification of problem by referring to a third party. |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Refer problems to third party for resolution. ACTIVITY 3 - Homework reading. ACTIVITY 4 - Next week |
| Week 10 | 24-30 April | Severity of risk and its impact on business |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Severity of risk ACTIVITY 3 - Homework reading. ACTIVITY 4 - Next week |
| Week 11 | 1-7 May | Review , Revisit steps in recording client problems. |
ACTIVITY 1 - Review of previous week Assessment (Project) Stage 1 : Due for submission. |
| Week 12 | 8-14 May | A complaint must be resolved, if required by purchasing components. Then dispose off used components following Organisation policies and procedures which complies guides lines of the state. |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Maintenance policy. ACTIVITY 3 - Homework reading. ACTIVITY 4 - Next week |
| Week 13 | 15-21 May | Generate maintenance report complying with client’s policy and procedures and then distribute the same to the client. Further seek client’s feedback as needed. |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Generate maintenance reports. ACTIVITY 3 - Homework reading. ACTIVITY 4 - Next week |
| Week 14 | 22-28 May | Validate problem resolution. |
ACTIVITY 1 - Review of previous week ACTIVITY 2 - Validate problem resolution ACTIVITY 3 - Homework reading. ACTIVITY 4 - Next week |
| Week 15 | 29 May - 2 June | Role play - revision | |
| Week 16 | 5-9 June | Assessment – Role play |
ACTIVITY 1 - Assessment – Role play
|
| Week 17 | 12-16 June | Assessment – Role play - Continued |
ACTIVITY 1 - Assessment – Role play - continued |
| Week 18 | 19-23 June |
|
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
Assessment for this course is ongoing throughout the semester. Your knowledge and understanding of course content is assessed through participation in class exercises, oral presentations and through the application of learned skills and insights to your written tasks. Full assessment briefs will be provided and can be found on CANVAS.
Assessment Tasks
Summary and Purpose of Assessment
You are required to complete one assessment - Assessment (Project). You must successfully complete the assessment to be deemed competent in this course.
As part of Assessment (Project), you are required to identify, record, prioritise and resolve client Information and Communications Technology (ICT) support activities and escalate as required.
This assessment consists of two stages: Stage 1 & 2 and both are team submissions. Work for each stage of the project (outlined below) should be submitted on the due date, as per the Teaching Schedule.
Stage 1: Team Submission (Due: Week 11)
In this stage you are given a case study that describes the client environment. And the client has raised issues that requires resolution. Without resolution, the client’s day-to-day business is hampered.
You are working as a frontline person in ICT department. You are asked to resolve client issues. As part of solving client ICT problems, prioritise client ICT related issues and answer questions. The resolution is provided by your team by answering these questions.
Stage 2: Team Submission (Due: Week 16)
The same case study from Stage 1 continues for this stage. And the client has raised different set of issues that requires resolution.
You are working as a frontline person in ICT department. You are required to demonstrate creation of maintenance report and confirm problem resolution by answering questions: Some questions have written answers and others are demonstrated in a role play during class time.
Assessment Matrix
| Element |
Performance Criteria
|
||
|
Assessment (Project) Stage 1 |
Assessment (Project) Stage 2 | ||
| 1. Prepare to resolve client ICT problems | 1.1 Determine client problems and impact of problem according to organisational procedures | Q1, Q2 | |
| 1.2 Document client response according to organisational policies and procedures | Q3 | ||
| 1.3 Examine logged requests and determine requirements | Q4 | ||
| 1.4 Confirm additional information with client and respond to new information according to organisational procedures | Q6 | ||
| 1.5 Refer to database of known problems and identify resolution options | Q5 | ||
| 1.6 Establish and record required constraints | Q8 | ||
| 2. Prioritise client ICT problems | 2.1 Undertake impact analysis of problem and determine severity and risks | Q6 | |
| 2.2 Prioritise problem according to organisational procedures | Q2 | ||
| 2.3 Provide problem resolution advice and support to client | Q9 | ||
| 3. Refer problems where required |
3.1 Investigate and refer problems to third parties according to organisational procedures | Q9 | |
| 3.2 Provide third party with client and problem details as required | Q9 | ||
| 3.3 Document advice and support provided by third party according to organisational procedures | Q9 | ||
|
4. Carry out maintenance |
4.1 Obtain required components for resolution according to organisational procedures | Q10 | |
| 4.2 Complete maintenance according to organisational procedures | Q11 | ||
| 4.3 Store and dispose of used components according to organisational environmental guidelines | Q7, Q12 | ||
| 5. Create maintenance report |
5.1 Prepare maintenance report according to organisational procedures | Q1 | |
| 5.2 Finalise maintenance report and acquire internal sign off | Q2 | ||
| 5.3 Distribute maintenance report to client and seek and respond to client feedback as required | Q3 | ||
| 6. Confirm problem resolution |
6.1 Obtain and respond to client feedback | Q3 | |
| 6.2 Confirm client requirements have been met | Q4 | ||
| 6.3 Resolve outstanding client requirements and escalate as required | Q5 | ||
| 6.4 Forward client feedback to required personnel for sign-off and record in problems database | Q6 | ||
Other Information
Credit Transfer and/or Recognition of Prior Learning (RPL):
You may be eligible for credit towards courses in your program if you have already met the learning/competency outcomes through previous learning and/or industry experience. To be eligible for credit towards a course, you must demonstrate that you have already completed learning and/or gained industry experience that is:
- Relevant
- Current
- Satisfies the learning/competency outcomes of the course
Please refer to http://www.rmit.edu.au/students/enrolment/credit to find more information about credit transfer and RPL
Study and learning Support:
Study and Learning Centre (SLC) provides free learning and academic development advice to you.
Services offered by SLC to support your numeracy and literacy skills are:
- assignment writing, thesis writing and study skills advice
- maths and science developmental support and advice
- English language development
Please Refer http://www.rmit.edu.au/studyandlearningcentre to find more information about Study and learning Support
Equitable Learning Services (ELS):
If you are suffering from long-term medical condition or disability, you should contact Equitable Learning Services (ELS) to seek advice and support to complete your studies.
Please refer to https://www.rmit.edu.au/students/support-and-facilities/student-support/equitable-learning-services to find more information about services offered by Equitable Learning Services (ELS).
Late submission:
If you require an Extension of Submittable Work (assignments, reports or project work etc.) for 7 calendar days or less (from the original due date) and have valid reasons, you must complete and lodge an Application for Extension of Submittable Work (7 Calendar Days or less) form and lodge it with the Senior Educator/ Program Manager.
The application must be lodged no later than one working day before the official due date. You will be notified within no more than 2 working days of the date of lodgment as to whether the extension has been granted.
If you seek an Extension of Submittable Work for more than 7 calendar days (from the original due date) must lodge an Application for Special Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than 2 working days after the official due date.
Submittable Work (assignments, reports or project work etc.) submitted late without approval of an extension will not be accepted or assessed.
Special consideration:
Please Refer http://www.rmit.edu.au/students/specialconsideration to find more information about special consideration
Plagiarism:
Plagiarism is a form of cheating and it is very serious academic offence that may lead to expulsion from the University.
Please Refer: www.rmit.edu.au/academicintegrity to find more information about plagiarism.
Other Information:
All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.
Course Overview: Access Course Overview