Course Title: Identify and resolve client ICT problems
Part B: Course Detail
Teaching Period: Term2 2025
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.
Please check your Canvas course shell closer to the course start date 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 course requirements. It is advisable for students to keep in contact with their teachers regarding in-person course attendance.
School: 520T Future Technologies
Campus: City Campus
Program: C4410 - Certificate IV in Information Technology
Course Contact: Chandra Nannegari
Course Contact Phone: +61 3 9925 4612
Course Contact Email: chandra.nannegari@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 to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit.
Details of Learning Activities
A range of learning activities are planned for this course including self-paced and collaborative classroom-based activities.
You will be involved in the following learning activities to meet requirements for the competency (ICTSAS432). Learning activities will incorporate:
- Classroom: The collaborative classroom-based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated environment. We expect you to participate and contribute to all scheduled learning activities.
- Individual and team work on assignments, knowledge base assessment and practical role play.
We expect you to participate and contribute to all scheduled learning activities.
Teaching Schedule
| Week 1 | 14/July/2025 |
Introduction to the Course including:
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| Week 2 | 21/July/2025 | A glimpse into the role of help-desk assistant in a ICT environment. Introduction to GIHE case study. |
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| Week 3 | 28/July/2025 |
Intro database terminology and build a database to log ICT problems. |
Assessment (Project) Stage 1 - released. Due for submission Week 11 Friday 5:30 pm. |
| Week 4 | 04/Aug/2025 | Ascertain client problems. Analyse the impact of the problem for the client following procedures. |
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| Week 5 | 11/Aug/2025 | Policies and procedures. |
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| Week 6 | 18/Aug/2025 | Checklist Incident Priority. Prioritize complaints received from client. |
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| Week 7 | 25/Aug/2025 | Maintenance of ICT equipment. |
Assessment (Project) Stage 1 : Due for submission. Assessment (Project) Stage 2 - released. Due for submission Week 11 Friday 5:30 pm. |
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Mid - Semester Break: 01 Sept 2025 - 07 Sept 2025
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| Week 8 | 08/Sept/2025 | Maintenance – storage and disposal of used components. |
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| Week 9 | 15/Sept/2025 | Rectification of problem by referring to a third party. |
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| Week 10 | 22/Sept/2025 | Severity of risk and its impact on business | |
| Week 11 | 29/Sept/2025 |
Review , Revisit steps in recording client problems. |
Assessment (Project) Stage 2 : Due for submission. Assessment (Project) Stage 3 - released. Due for submission Week 16 Friday 5:30 pm. |
| Week 12 | 06/Oct/2025 | A complaint must be resolved, if required by purchasing components. Then dispose off used components following Organization policies and procedures which complies guides lines of the state. |
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| Week 13 | 13/Oct/2025 | 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. |
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| Week 14 | 20/Oct/2025 | Validate problem resolution. |
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| Week 15 | 27/Oct/2025 | Role play - revision | |
| Week 16 | 03/Nov/2025 | Assessment – Role play | |
| Week 17 | 10/Nov/2025 | Assessment – Role play - Continued |
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| Week 18 | 17/Nov/2025 |
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*Please note that this timeline is subject to change based on semester requirements. We recommend checking your Canvas course shell regularly to stay updated with the latest schedule.
Student directed hours involve completing activities such as reading online resources, assignments, individual student/teacher course-related consultation. Students are required to self-study the learning materials and complete the assigned out of class activities for the scheduled non-teaching hours.
Learning Resources
Prescribed Texts
References
Other Resources
Please refer to Canvas for details on other courses
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 and various types of assessments.
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 assessment to be deemed competent in this course.
As part of Assessment (Project), you are required to identify, record, prioritize 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 (help desk assistant officer) in ICT department. You are asked to resolve client issues. As part of solving client ICT problems, prioritize client ICT related issues and answer questions. The resolution is provided by your team by answering questions.
Stage 2: Individual Submission (Due: Week 11)
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 (help desk assistant officer) in ICT department. You are asked to refer problems where required to third parties and carry out maintenance to resolve client issues by answering questions:
Stage 3: 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 (help desk assistant officer) in ICT department. You are required to demonstrate creation of maintenance report and confirm problem resolution by answering the questions: Some questions have written answers and others are demonstrated in arole 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 organizational 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 Prioritize problem according to organizational procedures | Q2 | |||
| 2.3 Provide problem resolution advice and support to client | Q9 | |||
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3. Refer problems where required |
3.1 Investigate and refer problems to third parties according to organizational 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 organizational procedures | Q3 | |||
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4. Carry out maintenance |
4.1 Obtain required components for resolution according to organizational procedures | Q4 | ||
| 4.2 Complete maintenance according to organizational procedures | Q5 | |||
| 4.3 Store and dispose of used components according to organizational environmental guidelines | Q6 | |||
| 5. Create maintenance report |
5.1 Prepare maintenance report according to organizational procedures | Q1 | ||
| 5.2 Finalize 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.
Email communication:
All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.
Course Overview: Access Course Overview