Course Title: Identify and resolve client ICT problems

Part B: Course Detail

Teaching Period: Term2 2022

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
1.2 Document client response according to organisational policies and procedures
1.3 Examine logged requests and determine requirements
1.4 Confirm additional information with client and respond to new information according to organisational procedures
1.5 Refer to database of known problems and identify resolution options
1.6 Establish and record required constraints

Element:

2. Prioritise client ICT problems

Performance Criteria:

2.1 Undertake impact analysis of problem and determine severity and risks
2.2 Prioritise problem according to organisational procedures
2.3 Provide problem resolution advice and support to client

Element:

3. Refer problems where required

Performance Criteria:

3.1 Investigate and refer problems to third parties according to organisational procedures
3.2 Provide third party with client and problem details as required
3.3 Document advice and support provided by third party according to organisational procedures

Element:

4. Carry out maintenance

Performance Criteria:

4.1 Obtain required components for resolution according to organisational procedures
4.2 Complete maintenance according to organisational procedures
4.3 Store and dispose of used components according to organisational environmental guidelines

Element:

5. Create maintenance report

Performance Criteria:

5.1 Prepare maintenance report according to organisational procedures
5.2 Finalise maintenance report and acquire internal sign off
5.3 Distribute maintenance report to client and seek and respond to client feedback as required

Element:

6. Confirm problem resolution

Performance Criteria:

6.1 Obtain and respond to client feedback  
6.2 Confirm client requirements have been met
6.3 Resolve outstanding client requirements and escalate as required
6.4 Forward client feedback to required personnel for sign-off and record in problems database 


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

The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete the course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Semester 2, 2022
Week Date Topic/Description Assessment
1 4-10 Jul Intro to ICT terminology and hardware and software products in use.   
2 11-17 Jul

A glimpse into the role of help-desk assistant in a ICT environment. Introduction to GIHE case study. 

 
3 18-24 Jul Intro database terminology and build a database to log ICT problems. 
  • Assessment   (Project) Stage 1 - Project Specs issued
4 25-31 Jul

Ascertain client problems. Analyse the impact of the problem for the client following procedures.

 
5 1-7 Aug

Policies and procedures. 

 
6 8-14 Aug

Checklist Incident Priority. Prioritise complaints received from client.

  • Assessment  (Project) Stage 1 Draft Due for feedback.
7 15-21 Aug

Maintenance of ICT equipment.

  • Assessment  – Stage 1: Due for submission - This Week (Week 07) Sunday Midnight. This is a TEAM submission.
  • Assessment   (Project) Stage 2 - project specs issued.
8 22-28 Aug

Maintenance – storage and disposal of used components.

 

Mid-Semester break (29 Aug to 4th Sep)

9 5-11 Sep

Rectification of problem by referring to a third party.

 
10 12-18 Sep

Severity of risk and its impact on  business. 

 
11 19-25 Sep

When a problem is beyond inhouse expertise, then the problem is referred to third party for resolution.

  • Assessment (Project) Stage 1: If required, re-submission.  
  • Assessment  (Project) Stage 2 - draft due for feedback
12 26 Sep-2 Oct

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.

  • Assessment (Project) Stage 2 due for submission. Sunday Midnight This is an individual submission.
  • Assessment (Project) Stage 3 - project specs issued. 
13 3-9 Oct

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. 

 
14 10-16 Oct

Validate problem resolution.

  • Assessment (Project) Stage 2: If required, re-submission. 
15 17-23 Oct

Assessment – Role play

  • Assessment  (Project) Stage 3 - Role play in class.
16 24-30 Oct
  • Course assessment & feedback. 
  • Re-submission of work if required
  • Assessment  (Project) Stage 3 - Role play in class - continued.
17 31 Oct - 6 Nov
  • Course assessment & feedback. 
  • Re-submission of work if required
 


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 three stages: Stage 1 & 3 is team submission and Stage 2 is an individual submission. 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 07)

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 eleven questions.

Stage 2: Individual Submission (Due: Week 12)

The same case study from Stage 1 continues for this stage. And the client has raised another set of issues that requires resolution.

You are working as a frontline person in ICT department. You are asked to refer problems where required to third parties and carry out maintenance to resolve client issues by answering six questions:

Stage 3: Team Submission (Due: Week 15)

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 the questions: The questions are answered in a role play during class time.


Assessment Matrix

Element

Performance Criteria

 

   

Assessment (Project) Stage 1


Assessment (Project) Stage 2 Assessment (Project) Stage 3
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 & Q7    
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 Q9    
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   Q1  
3.2 Provide third party with client and problem details as required   Q2  
3.3 Document advice and support provided by third party according to organisational procedures   Q3  


4. Carry out maintenance
4.1 Obtain required components for resolution according to organisational procedures   Q4  
4.2 Complete maintenance according to organisational procedures   Q5  
4.3 Store and dispose of used components according to organisational environmental guidelines   Q6  
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