-SQA-SCOTTISH QUALIFICATIONS AUTHORITY NATIONAL CERTIFICATE MODULE: UNIT SPECIFICATION GENERAL INFORMATION. -Module Number Session

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1 -SQA-SCOTTISH QUALIFICATIONS AUTHORITY NATIONAL CERTIFICATE MODULE: UNIT SPECIFICATION GENERAL INFORMATION -Module Number Session Superclass- CC -Title- PROVIDING USER SUPPORT (x 2) -DESCRIPTION GENERAL COMPETENCE FOR UNIT: Providing basic instruction in the operation and application of microcomputer systems and assisting novice users with their on-going utilisation of microcomputer hardware and software. S (Elements of Competence) 1. select existing training materials to satisfy specific user requirements; 2. produce additional training materials to satisfy specific user requirements; 3. provide instruction in the use of a computer system; 4. assist user to access available support; 5. provide assistance to user on request; 6. report on user satisfaction. This unit incorporates the standard of the Information Technology Industry Training Organisation. CREDIT VALUE: 2 NC Credit ACCESS STATEMENT: Candidates should possess communications and computer hardware and software skills. This may be evidenced by possession of the National Certificate modules Communication 3, Computer Hardware: Operation and Maintenance Computer Software and Information Technology

2 For further information contact: Committee and Administration Unit, SQA, Hanover House, 24 Douglas Street, Glasgow G2 7NQ. This specification is distributed free to all approved centres. Additional copies may be purchased from SQA (Sales and Despatch section) at a cost of 1.50 (minimum order 5). 2

3 NATIONAL CERTIFICATE MODULE: UNIT SPECIFICATION STATEMENT OF STANDARDS UNIT NUMBER: UNIT TITLE: PROVIDING USER SUPPORT Acceptable performance in this unit will be the satisfactory achievement of the standards set out in this part of the specification. All sections of the statement of standards are mandatory and cannot be altered without reference to SQA. 1. SELECT EXISTING TRAINING MATERIALS TO SATISFY SPECIFIC USER REQUIREMENTS (a) Selection is appropriate to the user's needs. (b) Selection is consistent with the user's knowledge and experience. (c) Selection is within a defined budget. (d) Selection is concise. (e) Training materials are legally obtained. User requirements: familiar; non-complex. Training materials: short; unmodified. The training materials detailed in performance criteria (a)-(e) across all classes in the range. 2. PRODUCE ADDITIONAL TRAINING MATERIALS TO SATISFY SPECIFIC TRAINING REQUIREMENTS 3

4 (a) (b) (c) (d) (e) (f) (g) (h) (i) Materials are appropriate to the needs of the user. Materials are consistent with the knowledge and experience of the user. Materials are complimentary to existing training matter. Materials are concise and technically correct. Selection of presentation media is appropriate to the nature of the materials and the needs of the target user. Use of examples and illustrations is effective. Materials are well presented. Production of materials is efficient. Legal requirements are observed. Training needs: familiar; non-complex. Training materials: relating to hardware; relating to software. Media: paper; transparency; magnetic; audio; video; multi-media. The training materials detailed in performance criteria (a)-(i) relating to computer hardware and computer software presented on paper and at least one other medium. 3. PROVIDE INSTRUCTION IN THE USE OF A COMPUTER SYSTEM (a) (b) (c) (d) (e) (f) Instruction is relevant to the user's requirements. Instruction is consistent with user's knowledge and experience. Instruction is clear and concise. Use of jargon is minimised. Use of training media is effective. Communication with user is effective and polite. Instruction: oral. Use: computer hardware; operating system (including data back-up, restore); application package. Training media: paper; transparency; magnetic; audio; video; multi-media. 4

5 Performance evidence that the candidate can provide oral instruction in the use of a computer system as detailed in performance criteria (a)-(f) for at least one prescribed use employing a minimum of two presentation media including transparency. 4. ASSIST USER TO ACCESS AVAILABLE SUPPORT (a) (b) (c) (d) Description of sources of support is complete, accurate and concise. Explanation of procedures for accessing support services is correct. Description and explanation of information required by support staff is clear, accurate and concise. Assistance is consistent with knowledge and experience of user. Support services: peer support; in-house technical support; help desk; supplier's support services; on-line support; remote support. The descriptions and explanations detailed in performance criteria (a)-(d) across all the classes in the Range Statement. 5. PROVIDE ASSISTANCE TO USER ON REQUEST (a) (b) (c) (d) (e) (f) (g) (h) Response to request for assistance is prompt. Reference to technical documentation is efficient and effective. Diagnosis of problem is prompt and accurate. Explanation of problem is clear, concise and appropriate to the knowledge and experience of the user. Resolution of problem is prompt. Communication with user is effective and polite. Completion of records is prompt, legible, accurate and concise. Working practices are safe. 5

6 User: friendly novice user; hostile novice user. Assistance: face-to-face; telephone. Problem: hardware; systems software; application software. Technical documentation: hardware manufacturer's manuals; software documentation; technical support data. Records: assistance requested; action taken; call tracking. Call tracking: date, time of call; caller's name; caller's telephone number; number of times called; progress of problem resolution; duration of call. Performance evidence that the candidate can provide face-to-face assistance as detailed in performance criteria (a)-(f) and (h) for all members of the user class and two members of the problem class in the Range Statement. Performance evidence that the candidate can provide telephone assistance as detailed in performance criteria (a)-(f) and (h) for all members of the user class and the remaining member of the problem class in the Range Statement. The records detailed in performance criterion (g) across all appropriate classes in the Range Statement. 6. REPORT ON USER SATISFACTION (a) (b) (c) (d) (e) Reporting is comprehensive and includes all required elements. Reporting of user problem is accurate and concise. Reporting of user experience is concise and accurate. Report is agreed with user. Communication with user is effective and polite. Reporting: written. Report elements: details of assistance requested; details of action taken; general user satisfaction; prioritised list of user concerns. 6

7 The report detailed in performance criteria (a)-(e) across all classes in the Range Statement ASSESSMENT RECORDS In order to achieve this unit, candidates are required to present sufficient evidence that they have met all the performance criteria for each outcome within the range specified. Details of these requirements are given for each outcome. The assessment instruments used should follow the general guidance offered by the SQA assessment model and an integrative approach to assessment is encouraged. (See references at the end of support notes). Accurate records should be made of assessment instruments used showing how evidence is generated for each outcome and giving marking schemes and/or checklists, etc. Records of candidates' achievements should be kept. These records will be available for external verification. SPECIAL NEEDS In certain cases, modified outcomes and range statements can be proposed for certification. See references at end of Support Notes. Copyright SQA 1992 Please note that this publication may be reproduced in whole or in part for educational purposes provided that: (i) (ii) no profit is derived from the reproduction; if reproduced in part, the source is acknowledged. 7

8 NATIONAL CERTIFICATE MODULE: UNIT SPECIFICATION UNIT NUMBER SUPPORT NOTES UNIT TITLE PROVIDING USER SUPPORT SUPPORT NOTES: This part of the unit specification is offered as guidance. None of the sections of the support notes is mandatory. NOTIONAL DESIGN LENGTH: SQA allocates a notional design length to a unit on the basis of time estimated for achievement of the stated standards by a candidate whose starting point is as described in the access statement. The notional design length for this unit is 80 hours. The use of notional design length for programme design and timetabling is advisory only. PURPOSE This module may be taken as a free-standing module in a wide variety of programmes. It is particularly suitable for candidates undertaking information technology programmes. SQA publishes summaries of NC units for easy reference, publicity purposes, centre handbooks, etc. The summary statement for this unit is as follows: This module will enable you to develop your skills and knowledge of technical support. On completion of the module you will be able to provide basic instruction on the operation and use of microcomputer hardware and software and assist users with their on-going use of microcomputer systems. CONTENT/CONTEXT Corresponding to Outcomes 1-5: 1-5. All outcomes should be undertaken in the context of a realistic working environment. Tutors/trainers should perform as a workplace supervisor. Whenever possible, candidates should be exposed to the pressures, constraints and working practices typically experienced in the workplace. Centres may provide an appropriate environment through simulation such as a simulated technical support centre or by the candidate providing actual technical support for the centre's IT operations (in a college context this might involve the candidate in responding to requests for technical support by members of staff or fellow students). 8

9 1. A training requirement has been identified and the candidate requires to locate appropriate training materials to satisfy this need. The user's training needs will be routine and familiar to the candidate. The candidate must collate existing training materials to provide the requisite information. There is no requirement to alter materials. The user's training requirements will be well defined and the derived materials will be short and directly related to these requirements. Sources of appropriate materials include existing notes, computer magazines, textbooks, software manuals and on-line help information. 2. The candidate will produce additional materials to compliment existing training matter. The user's training needs will be well defined and familiar to the candidate. Additional materials will relate to computer hardware and software. For example, if existing materials relate to the use of a microcomputer and operating system, additional materials might further clarify the procedures required for a specific machine and operating system. Tutors/trainers should describe the advantages and disadvantages of a wide range of presentation media and candidates should be encouraged to employ a variety of such media. 3. The instruction may be provided one-to-one or in groups. The candidate will use training materials to provide instruction on computer hardware, operating system and application software. The subject of the training should be simple and familiar to the candidate. The presentation should involve transparency and at least one other medium. For example, the instruction might relate to the basic use of a microcomputer system; training materials would be presented on transparency (for display on an overhead projector) and paper (for distribution to trainees); instruction would consist of basic operating procedures (such as switching on system unit and peripherals, preparing diskettes for use, loading application, creating and printing information within package, terminating package and closing down system). Emphasis should be on the delivery of training materials, not the complexity of subject matter (although technical competence is assumed). 4. The user should be made aware of the wide range of post-installation support services available. Peer support will involve fellow users in providing assistance; in-house technical support will include all internal sources of post-installation support (such as Data Centre staff, technicians etc); help desk will include defined source of internal assistance; supplier's support will include telephone assistance and callout services; on-line support will include technical support via. external information service (such as CompuServe or specialist manufacturer's on-line support service); remote support will include direct assistance provided over data communication equipment (such as the resolution of problems by remote control from specialist external support service). Descriptions need not be related to actual support services. Explanation of use of a service will include all required procedures for effective access together with the information typically required by technical support staff (such as date of purchase, serial number of equipment, location of equipment, problem reference number, description of fault including error codes and corrective action taken). 9

10 5. The candidate will provide local and remote technical support. Local support will involve the resolution of non-complex problems through face-to-face contact with the user; remote support will involve the resolution of non-complex problems over the telephone. The emphasis should be on the quality of the assistance provided not the complexity of the problem itself (although technical competence is assumed). Assistance may be provided as a result of an actual request for assistance or a simulated problem. The problem may emanate from a hardware or software source or misunderstanding on the part of the user. The objective of both forms of support will be the prompt resolution on the problem; in a face-to-face context this might simply involve the candidate in physically resolving the identified problem; in a remote context this would involve guiding the user through the appropriate steps required to resolve the problem. Telephone support will be undertaken with the use of appropriate equipment and particular attention should be paid to the quality of communication with the user. 6. The report will summarise the overall user experience of hardware and software and include details of assistance requested, action taken and general user satisfaction with his/her use of microcomputer hardware and software. The prioritised list of user concerns should describe the user's on-going requirements and may include constraints imposed by hardware (and suggested upgrades to address constraints), limitations of software (and suggested improvements to software) and quality and availability of technical support (and suggested improvements to meet user's needs). The report should be produced by the candidate in close liaison with the user. APPROACHES TO GENERATING EVIDENCE A candidate-centred, resource-based learning approach is recommended. During the work of the module, candidates should have several opportunities to develop their practical skills and should be assessed at appropriate points. Terminology should be presented in context throughout the module. Where the candidate is unsuccessful in achieving an outcome, provision should be made for remediation and re-assessment. Candidates will require access to a variety of documentation and literature. A range of presentation media will be required by the candidate. Access to telephone equipment is essential. There is an opportunity to integrate the assessment for Outcomes 1, 2 and 3 whereby the candidate selects, produces and delivers the prescribed range of training materials. ASSESSMENT PROCEDURES Centres may use the instruments of assessment which are considered to be most appropriate. Examples of instruments of assessment which could be used are as follows: 1-3. Project to assess the candidate's ability to select, produce and present training material. 4. Extended response questions to assess the candidate's understanding of the sources of technical support. 10

11 5. Assignments to assess the candidate's ability to provide face-to-face and telephone assistance. 6. Assignment to assess the candidate's ability to produce a report on user satisfaction. PROGRESSION This module contribute towards the general and occupational Scottish Vocational Qualification in Information Technology. RECOGNITIONMany SQA NC units are recognised for entry/recruitment purposes. For up-to-date information see the SQA guide 'Recognised and Recommended Groupings'. REFERENCES 1. Guidelines for Module Writers. 2. SQA's National Standards for Assessment and Verification. 3. For a fuller discussion on assessment issues, please refer to SQA's Guide to Assessment. 4. Procedures for special needs statements are set out in SQA's guide 'Students with Special Needs'. Copyright SQA 1992 Please note that this publication may be reproduced in whole or in part for educational purposes provided that: (i) (ii) no profit is derived from the reproduction; if reproduced in part, the source is acknowledged. 11