STANDARD PRACTICE NATIONAL OCCUPATIONAL SKILLS STANDARD (NOSS) FOR: 1. INTRODUCTION Overview IT SUPPORT AND MAINTENANCE LEVEL 4 This is a new NOSS developed for IT Support and Maintenance personnel under the ICT Sector. The IT industry is recognised globally as a huge growth area and there is a need for properly trained personnel. This requires a structured career path and career guidance for individuals and organisations alike. This NOSS provides all competencies required at Level 4 for this particular job area and a career path for those involved in this industry. Occupational Outlook Information Technology (IT) support or tech support refers to a range of services by which enterprises provide assistance to users of technology products. In general, technical support services attempt to help the user solve specific problems. Most companies offer technical support for the products they sell and may be delivered over the telephone or online by e-mail, live support software on a website or a tool where users can log a call/incident. Larger organisations frequently have internal technical support available to their staff for computer related problems. With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organisations locate their technical support departments or call centres in countries or regions with lower costs. There has also been a growth in companies specialising in providing technical support to other organisations. For businesses needing to provide technical support, outsourcing allows them to maintain a high availability of service. Such need may result from peaks in call volumes during the day, periods of high activity due to introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost to the business. For businesses needing technical support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity. It also enables them to utilise specialised personnel whose technical knowledge base and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees.the global and regional outsourcing industry has grown robustly over the past few years, with the Asia Pacific market growing by 12 percent per year between 2009 and 2014. i
Malaysia currently captures only 3.9 percent of the Asia (excluding Japan) market, roughly RM3.5 billion per year. This is shown in Figure 1.1 below. Figure 1.1: Asia IT Services and Outsourcing sector (Source: Chapter 12 Business Services. Economic Transformation Programme.) In capturing market share abroad, outsourcing revenue is aimed to grow from RM3.5 billion in 2009 to RM12.8 billion in 2020, contributing RM6.9 billion in additional GNI in 2020 and creating approximately 43,000 jobs. 1 IT support is also mentioned as a potential growth area that has an impact on Gross Net Income (GNI) as shown in Figure 1.2 below. Figure 1.2: IT Support as a Potential GNI Impact Area (Source: Chapter 12 Business Services. Economic Transformation Programme). It can be seen that the key elements for this sector to compete include talent and infrastructure as shown in Figure 1.2 above. Consequently, the development of this NOSS is essential to address the need to develop talent and to provide the industry with a comprehensive competency standard for skilled workers. This NOSS focuses 1 Chapter 12.Business Services.Economic Transformation Programme. Page 402 ii
on competencies which include network equipment maintenance, server operation maintenance, client technical support, end user training and storage maintenance. Authority Bodies Authority and Regulatory bodies identified as being related to this job area are: i. Ministry of Communications & Multimedia (MCM) ii. Multimedia Development Corporation (MDeC) iii. Malaysian Communications and Multimedia Commission (MCMC) iv. Cyber Security Malaysia 2. OCCUPATIONAL STRUCTURE The Occupational Structure as shown in Table 1.1 below shows the job titles available under the Infrastructure Support area where the entry level may start at Level 4 as an IT Executive and progress as either a System Technologist or Network Technologist at Level 5. The term Technologist means a person who belongs to a technological field that requires the application of scientific or engineering knowledge and skills 2. A technologist understands implemented systems, manages/administers them or is capable of understanding the design elements and participates in development whereas an engineer designs, develops and implements systems. Usually the terms System Senior Executive, System Engineer, Network Engineer and other similar job titles are used for the personnel competent at level 5. However, for this particular NOSS, the term technologist is used at level 5 due to certain requirements of the Board of Engineers Malaysia, although the competency acquired through this Level 5 NOSS reflects the competencies of personnel at the Server or Network Engineer level. Table 1.1: Occupational Structure (OS) for the Infrastructure Support area SECTOR SUB SECTOR JOB AREA INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICE MANAGEMENT AND DELIVERY INFRASTRUCTURE SUPPORT SERVER NETWORK LEVEL 5 System Technologist Network Technologist LEVEL 4 IT Executive LEVEL 3 IT Technician LEVEL 2 LEVEL 1 No Level No Level 2 30 March 2011. Open Day Proposed Establishment Of Malaysian Board Of Technologists (MBOT) iii
Table 1.2: Occupational Area Structure (OAS) for the Infrastructure Support area SECTOR SUB SECTOR JOB AREA LEVEL 5 LEVEL 4 LEVEL 3 LEVEL 2 LEVEL 1 INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICE MANAGEMENT AND DELIVERY INFRASTRUCTURE SUPPORT SERVER NETWORK IT Infrastructure Development IT Support And Maintenance IT Support And Maintenance No Level No Level The Occupational Area Analysis is carried out so that the current job titles in the industry are translated into the job areas required of the personnel. In doing so, candidates will have better employment prospects as there will be no mismatch of job titles to expected job competencies. This is because different organisations use different job titles. Certification will also be able to reflect the job competencies correctly and avoid confusion of job scope based on job titles. The Occupational Area Structure as shown in Table 1.2 shows that the competencies at level 4 reflect the job scope of IT Support and Maintenance, whereas at level 5 the individual will be responsible for IT Infrastructure Development. The NOSS at level 5 is developed to accommodate competencies for both System and Network Technologists. This is to reflect the personnel at level 5 that will usually specialise either in server or network areas of work. In retrospect, the Occupational Structure as defined in the ICT Occupational Analysis developed in the year 2011 had defined the areas under Infrastructure Support. In comparison to the previous OA, the current job area for IT Support and Maintenance includes all competencies related to Data Centre, Network & Telecommunication and end-user computing and is reflected in the IT Support and Maintenance NOSS and IT Infrastructure Development NOSS. Therefore, for those wishing to pursue this program, they must possess qualifications in basic networking and computing. iv
Below in Table 1.3 is a brief mapping of the Network and Computer Systems NOSS Level 3 Competency Units against the Competency Units of the IT Support and Maintenance NOSS program at Level 4 that show the competency units are suitable as the basic competencies required when entering the IT Support and Maintenance Level 4 NOSS program. Table 1.3: Mapping between pre-requisite competency units in Network and Computer Systems Level 3 NOSS and IT Support and Maintenance NOSS Level 4 Competency Units IT Support and Maintenance Level 4 NOSS Competency Units Competency Unit IT End IT Client IT Network Server IT Storage User Technical Equipment Operation Maintenance Training Support Maintenance Maintenance Computer System Operation SKM Level 3 Computer system Set-up Computer system Maintenance Computer system Repair Server installation Server Maintenance Computer Network Connectivity setup Mobile Device Configuration Computer Network Services SKM Level 3 Computer System Set-up Server Installation Network Cable Installation Computer Network set-up Computer Network Maintenance Mobile Device Configuration Therefore, from this mapping it can be seen that the Computer Systems Operation NOSS and Computer Network Systems NOSS at Level 3 can be considered the certifications suitable as a pre requisite to enter the IT Support and Maintenance NOSS program at Level 4. v
3. DEFINITION OF COMPETENCY LEVEL The NOSS is developed for various occupational areas. Candidates for certification must be trained and assessed at certain levels to substantiate competencies. Below is a guideline of each NOSS Level as defined by the Department of Skills Development, Ministry of Human Resources, Malaysia. Level 1 Level 2 Level 3 Level 4 Level 5 Competent in performing a range of varied work activities, most of which are routine and predictable. Competent in performing a significant range of varied work activities, performed in a variety of contexts. Some of the activities are non routine and required individual responsibility and autonomy. Competent in performing a broad range of varied work activities, performed in a variety of contexts, most of which are complex and non routine. There is considerable responsibility and autonomy and control or guidance of others is often required. Competent in performing a broad range of complex technical or professional work activities performed in a wide variety of contexts and with a substantial degree of personal responsibility and autonomy. Responsibility for the work of others and allocation of resources is often present. Competent in applying a significant range of fundamental principles and complex techniques across a wide and often unpredictable variety of contexts. Very substantial personal autonomy and often significant responsibility for the work of others and for the allocation of substantial resources features strongly, as do personal accountabilities for analysis, diagnosis, planning, execution and evaluation. vi
4. AWARD OF CERTIFICATION The Director General shall award to any person upon successfully completing the NOSS Program, the following skills level qualifications: a) Malaysian Skills Certificate/Sijil Kemahiran Malaysia (SKM) Level 1,2 & 3 b) Malaysian Skills Diploma/Diploma Kemahiran Malaysia (DKM) Level 4 c) Malaysian Skills Advanced Diploma/Diploma Lanjutan Kemahiran Malaysia (DLKM) Level 5 d) Statement of Achievement/ Penyata Pencapaian (PC) No person shall be awarded a Certificate unless he/she satisfies the requirements set by Malaysian Skills Certification System. Candidates after being competent verified and having fulfilled Malaysian Skill Certification requirements shall be awarded with Diploma Kemahiran Malaysia at Level 4 for this particular NOSS. 5. OCCUPATIONAL COMPETENCIES The IT Support and Maintenance (Level 4) personnel must be competent in performing the following core competencies: IT End User Training IT Client Technical Support IT Network Equipment Maintenance Server Operation Maintenance IT Storage Maintenance 6. WORKING CONDITION The personnel in the IT Support and Maintenance area must be abreast with up to date technology. They may be required to perform various jobs therefore be efficient at multitasking jobs. As the personnel may represent a particular organisation when dealing with clients they must be familiar with the nature of business when communicating with clients. Good communication, problem solving and analytical skills are important in their line of work. IT Support and Maintenance personnel may be required to work in teams during projects, however, they must also be independent. They may be required to carry out on site and remote support. IT Support and Maintenance personnel in certain organisations may be required to work in 8 to 12 hour work shifts because these organisations must be available to support end users for 24 hours day. They must be able to work in a specific timeframe based on Service Level Agreements. Some personnel work on a contractual basis which leads to the labour market being more competitive. However, personnel who are highly skilled and up to date in technology are able to demand better paying positions. Personnel who possess good physical abilities and visual capabilities will be more efficient in carrying out the duties. vii
7. EMPLOYMENT PROSPECTS The Communication Content Infrastructure (CCI) NKEA aims at driving continued high growth in communications and enabling the paradigm shift from infrastructure to applications and content. Malaysia expects to raise GNI contribution by RM36 billion in 2009 to reach RM58 billion by 2020.The incremental increase will be driven by 10 EPPs that will deliver RM16.6 billion in incremental GNI and four business opportunities that will deliver RM11.7 billion in incremental GNI. In achieving this, an additional 43,000 jobs will be created. The 10 EPPs have been developed across three themes to deliver significant results within a 10-year time frame. Among others, the sector will address the paradigm change of shifting profit pools to content and services by strengthening Malaysia s domestic value-add in advanced applications, particularly content creation and platforms, payments and electronic commerce and connectivity applications. Achieving this NKEA aspiration will require RM51 billion in funding over the next 10 years, of which only 2% is expected to come from the public sector. 3 Personnel under this job area are in demand as most organisations rely on the efficiency of IT infrastructure and network technology to improve business processes and operation. However, they may also be able to branch out into other areas based on their experience and skills under IT Support. i. Employment opportunities Other related occupations with respect to employment opportunities are: Product Sales Executive IT Entrepreneur Educator in IT Product Vendor ii. List of industries Whereas the related industries with respect to employment opportunities are: Product Sales IT Entrepreneurship IT Education 8. CAREER ADVANCEMENT i. Training The personnel in the industry are recognised by members of the industry in Malaysia. The advancement for this level is to acquire the Malaysian Skills Advanced Diploma at Level 5. 3 Economic Transformation Programme: A Special Report. http://etp.pemandu.gov.my/upload/etp_theedge_pull_out.pdf viii
ii. Industrial / Professional Recognition: Personnel in this industry are encouraged to obtain professional certification from principal organisations in the IT industry. 9. SOURCES OF ADDITIONAL INFORMATION i.ministry of Communications & Multimedia (MCM) Kementerian Komunikasi dan Multimedia Malaysia (KKMM) Lot 4G9,Persiaran Perdana, Presint 4, Pusat Pentadbiran Kerajaan Persekutuan, 62100,Putrajaya No Tel : 03-8000 8000 E-mail : webmaster@kkmm.gov.my ii. Multimedia Development Corporation (MDeC) MSC Malaysia Headquarters 2360 Persiaran APEC 63000 Cyberjaya Selangor DarulEhsan. Tel. No : 1-800-88-8338 (within Malaysia) +6 03 8315 3000 (outside Malaysia) Fax No :603-8315 3115 E-mail :clic@mdec.com.my iii.malaysian Communications and Multimedia Commission (MCMC) Off Persiaran Multimedia 63000 Cyberjaya. Selangor Darul Ehsan Tel No : +60 3 8688 8000 Fax No : +60 3 8688 1000 E-mail : ccd@cmc.gov.my iv.cyber Security Malaysia Level 5, Sapura@Mines, No. 7 Jalan Tasik, The Mines Resort City, 43300 Seri Kembangan, Selangor Darul Ehsan, Tel No : +603-8992 6888 Fax No : +603-8945 3205 E-mail : info@cybersecurity.my ix
v. Persatuan Industri Komputer dan Multimedia Malaysia (PIKOM) E1, Empire Damansara E-01-G, No,2, Jalan PJU 8/8A, Damansara Perdana 47820 Petaling Jaya, Selangor. Tel. No : 603-40650078 Fax No. : 603-40650079 E-mail : info@pikom.org.my 10. ACKNOWLEDGEMENT The Director General of DSD would like to extend his gratitude to all those involved for their tireless effort to initiate, coordinate and monitor the progress as well as being directly involved in the development of the NOSS, these individuals include : i. Puan Noraizah Mohammad ii. Professor Madya Wardah Zainal Abidin iii. Professor Madya Dr Mohd Khanapi Abd Ghani iv. Encik Ahmad Zaki Zainal v. Encik Situah Ariff Zakaria x
11. NATIONAL OCCUPATIONAL SKILLS STANDARD (NOSS) DEVELOPMENT COMMITTEE MEMBERS PANEL COMMITTEE MEMBERS FOR IT SUPPORT AND MAINTENANCE (LEVEL 4) 1. Abidah Binti Hamad 2. Ahmad Zul Harie Bin Shahar 3. Ariff Faisal Bin Ilyas 4. Mohamed Faiz Bin Mohamed Salleh 5. Mohamad Izwani Bin Mohamad Syaid 6. Mohd Khasbullah Bin Mohamad 7. Mohammad Rizal Bin Lokman 8. Siti Mastura Binti Sheikh Abu Bakar 9. Yuslinda Binti Mohd Yunus ITO Svc Delivery Cons II (SLA Reporting) Hewlett-Packard (M) Sdn Bhd (Cyberjaya Campus) Assistant Vocational Training Officer Kolej Kemahiran Tinggi MARA, Rembau Technical Manager Pintar Elit Consulting Sdn Bhd Head of IT Department/IT Executive Intelisys Technology Sdn Bhd Network Engineer-Change Implementer Hewlett-Packard Enterprise Service IT Executive Nuri Warisan Network/System Engineer CTC-Global Run & Maintain Engineer T-systems Sdn. Bhd Operation Client Manager SHELL Information Technology International FACILITATOR 1. Evarina Binti Amiron Professional & Technical Academy xi
COMPETENCY PROFILE CHART (CPC) SECTOR SUB SECTOR JOB AREA NOSS TITLE INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICE MANAGEMENT AND DELIVERY IT INFRASTRUCTURE SUPPORT IT SUPPORT AND MAINTENANCE JOB LEVEL FOUR (4) JOB AREA CODE COMPETENCY COMPETENCY UNIT (CU) CORE IT END USER TRAINING IT CLIENT TECHNICAL SUPPORT IT NETWORK EQUIPMENT MAINTENANCE IT SERVER OPERATION MAINTENANCE IT STORAGE MAINTENANCE 1
SECTOR SUB SECTOR JOB AREA NOSS TITLE INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) SERVICE MANAGEMENT AND DELIVERY IT INFRASTRUCTURE SUPPORT IT SUPPORT AND MAINTENANCE LEVEL FOUR (4) CU Title CU Code CU Descriptor CU Work Activities Performance Criteria 1. IT End User Training IT end user training consists of internal or external training on an organisation s system operation and related applications. The person who is competent in IT end user training shall be able to review end user training requirement, conduct end user training and report end user training activities. The outcome of this competency is to deliver IT end user training according to organisation training objectives. 1. Review end user training requirement 2. Conduct end user training 1.1 Organisations training objective determined 1.2 End user training method determined 1.3 End user training resources determined 2.1 End user training schedule prepared 2.2 End user training trainer determined 2.3 End user training material prepared 2.4 End user training location, tools equipment material set up 2.5 End user training method applied 2.6 Achievement of end user training objective confirmed 3. Report end user training activities 3.1 End user training activities summarised in report 3.2 End user training activities report prepared according to 2
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria format and organisation requirements 3.3 End user training report submitted to relevant personnel for review 2. IT Client Technical Support IT Client Technical Support is to attend client technical issue requests in a timely manner. It can be carried out either remotely or on site. Client technical issues cover those related to network, server, storage and desktop infrastructure. The person who is competent in client technical support shall be able to review client technical issue, troubleshoot technical issue and wrap up client technical support. The outcome of this competency is to assist client technical issue by providing solutions based on Service Level Agreement (SLA) 1. Review client technical issue 2. Troubleshoot client technical issue 1.1 Client technical issue details obtained 1.2 Client technical issue categorised 1.3 Client technical issue request determined based on Service Level Agreement (SLA) 1.4 Client issue specified 1.5 Client interactions recorded 2.1 Client technical issue diagnosed 2.2 Client technical issue root cause determined 2.3 Client technical issue solution applied and demonstrated according to SLA requirements 2.4 Client technical issue solution effectiveness checked according to SLA requirements and client satisfaction 3. Wrap Up client technical support 3.1 Client satisfaction and feedback obtained 3.2 Client technical support report produced according to organisation procedures and 3
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria format 3.3 Client technical issues database updated for reference for client and technical support reference 3. IT Network Equipment Maintenance IT Network equipment maintenance involves the administrating of network equipment and preventive &corrective maintenance. IT Network equipment maintenance can be carried out either remotely or on site. The person who is competent in IT network equipment maintenance shall be able to prepare network equipment maintenance requirement, implement network equipment preventive maintenance and corrective maintenance and finally report network equipment maintenance activities The outcome of this competency is to maintain network equipment operation according to organisational network equipment SOP and Service Level Agreement 1. Prepare network equipment maintenance requirement 2. Implement network equipment preventive maintenance 1.1 Network diagram interpreted 1.2 Client request for network equipment maintenance interpreted 1.3 Network equipment maintenance organisational procedures and policies interpreted 1.4 Network equipment maintenance schedule determined 1.5 Network equipment location determined 1.6 Network equipment manual, maintenance tools and equipment acquired according to organisation procedures 2.1 Preventive maintenance physical inspection performed according to checklist and inspection procedures 2.2 Network health check performed according to checklist and inspection procedures 2.3 Network issues determined 2.4 Network health check status 4
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria ( SLA ). confirmed 2.5 Configuration backup procedures performed 2.6 Network housekeeping performed 3. Implement network equipment corrective maintenance 3.1 Network equipment physical inspection performed 3.2 Network issues diagnosed 3.3 Network issues root cause determined 3.4 Troubleshooting activities performed as required 3.5 Network operation functional test performed according to testing procedures 3.6 Network functionality confirmed 4. Report network equipment maintenance activities 4.1 Network equipment maintenance checklist completed 4.2 Network equipment maintenance activities report produced according to organisational format 4.3 Network equipment maintenance report submitted to superior for review according to organisational procedures 4 IT Server operation maintenance IT Server Operation maintenance involves administrating server services, carrying out 1. Prepare server operation maintenance requirement 1.1 Client request for server operation maintenance interpreted 1.2 Server operation 5
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria preventive and corrective maintenance and server back-up activities. Server operation maintenance can be carried out either on site or remotely. The person who is competent in server operation maintenance shall be able to prepare server operation maintenance requirement, implement server preventive, implement server operation corrective maintenance and report server maintenance activities The outcome of this competency is to maintain server operation according to organisational server maintenance SOP and Service Level Agreement (SLA) terms. 2. Implement server operation preventive maintenance 3. Implement server operation corrective maintenance maintenance organisational procedures and policies interpreted 1.3 Server operation maintenance schedule determined 1.4 Server location determined according to network diagram and plan layout 1.7 Server operation manual, maintenance tools and equipment acquired according to organisation procedures 2.1 Server physical inspection performed according to checklist and inspection 2.2 Server health check performed according to checklist and inspection 2.3 Server issues diagnosed 2.4 Server health check status confirmed 2.5 Server housekeeping performed 3.1 Server physical inspection performed 3.2 Server issues diagnosed 3.3 Server issues root cause identified 3.4 Troubleshooting activities performed as required 3.5 Server operation functional test performed 6
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria 3.6 Server functionality confirmed 4. Report server operation maintenance activities 4.1 Server operation maintenance checklist completed 4.2 Server operation maintenance activities report produced according to organisational format 4.3 Server operation maintenance report submitted to superior for review according to organisational procedures 4. IT Storage maintenance IT Storage maintenance is administrating storage devices, carrying out preventive and corrective maintenance, and related back-up/recovery activities. Storage Maintenance may be carrying out either on site or remotely. The person who is competent in IT storage maintenance shall be able to prepare storage maintenance requirement, implement storage and corrective maintenance, implement backup and recovery activities, and report storage operation 1. Prepare storage maintenance requirement 2. Implement storage preventive maintenance 1.1 Client request for storage maintenance interpreted 1.2 Storage maintenance organisational procedures and policies interpreted 1.3 Storage devices and storage location determined 1.4 Storage manual, maintenance tools and equipment acquired 2.1 Storage physical inspection performed 2.2 Storage health check performed 2.3 Storage issues determined 2.4 Storage health check status confirmed 2.5 Storage housekeeping performed 7
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria maintenance activities. The outcome of this competency is to maintain storage devices according to organisational storage maintenance SOP. 3. Implement storage corrective maintenance 3.1 Storage physical inspection performed 3.2 Storage issues determined 3.3 Storage issues diagnosed 3.4 Storage issues ttroubleshooting activities performed as required 3.5 Storage devices functional test performed according to testing procedures 3.6 Storage functionality confirmed 4. Implement backup and recovery activities 5. Report storage maintenance activities 4.1 Type of required backup determined 4.2 Backup performed according to relevant backup procedures 4.3 Recovery performed according to recovery procedures when required 5.1 Storage maintenance checklist completed according to checklist items and format 5.2 Storage maintenance activities report produced according to organisational format 5.3 Storage maintenance report submitted to superior for review according to organisational procedures 8
CURRICULUM of COMPETENCY UNIT (CoCU) SECTOR SUB SECTOR JOB AREA NOSS TITLE COMPETENCY UNIT TITLE LEARNING OUTCOME INFORMATION AND COMMUNICATIONTECHNOLOGY (ICT) SERVICE MANAGEMENT AND DELIVERY IT INFRASTRUCTURE SUPPORT IT SUPPORT AND MAINTENANCE IT END USER TRAINING The outcome of this competency is to be able to deliver IT end user training according to organisation training objectives.upon completion of this competency unit, the trainee will be able to: Review end user training requirement Conduct end user training Report end user training activities PRE-REQUISITE (if applicable) NIL TRAINING COMPETENCY UNIT ID LEVEL Four (4) DURATION Attitude / Safety / Work Activities Related Knowledge Related Skills Environmental 90 Hours Training Hours CREDIT VALUES Delivery Mode 9 Assessment Criteria 4. Review end user training requirement i. Training requirements such as: Target group Training objective Training delivery Training resources ii. Training objectives such as: To impart understanding to end user To enhance end user knowledge and skills To update end user i. Identify training requirements ii. Identify training objective iii. Study training target group profile iv. Determine training delivery method v. Determine training resources Attitude: i. Communicate effectively ii. Apply communication ethics iii. Proactive when obtaining issue details iv. Accurate and concise in preparing related documents Related Knowledge: 4 Related Skills: 16 Related Knowledge : Lecture Discussion Related Skills: Demo Case Study Role Play Coaching i. Training requirements identified and explained ii. Training objective determined and explained iii. End user profile analysed and described iv. End user training delivery method determined and explained 9
Work Activities Related Knowledge Related Skills with current technologies To create awareness iii. Training delivery methods such as: On Site On Line (Streaming) On Line (Recorded) One to one (Mentoring) iv. Types of training resources such as: Trainers Training facilities Training material v. Training material such as: Hand out Notes Presentation Slides Teaching model Attitude / Safety / Environmental Training Hours Delivery Mode Assessment Criteria v. End user training resources determined and described 2. Conduct end user training i. Training resources preparation such as: Training Schedule Training venue Training facilities Trainer Training materials ii. Training tools/software such as: Presentation software Visual Aids Web camera Projector iii. Types of training i. Prepare end user training schedule ii. Determine trainer(s) for end user training iii. Prepare training materials iv. Prepare location and configure presentation collaboration tools v. Set training ground rules vi. Execute required Attitude : i. Communicate effectively ii. Apply effective presentation skills iii. Patient when conducting training iv. Be approachable with trainees Related Knowledge: 10 Related Skills: 40 Related Knowledge : Lecture Discussion Related Skills: Demo Case Study Role Play Coaching i. Preparation of end user training schedule demonstrated ii. End user training trainer selected and described iii. Preparation of end user training material demonstrated iv. End user training location, tools equipment material set 10
Work Activities Related Knowledge Related Skills assessment such as: Survey Feedback form Score card Examination training delivery method vii. Check achievement of training objectives Attitude / Safety / Environmental Training Hours Delivery Mode Assessment Criteria updemonstrated v. End user training method applied and demonstrated vi. Achievement of end user training objective confirmed 3. Report end user training activities i. End user training report content such as: Training outcomes Training attendance Training follow up plan Recommendation ii. Report submission requirements such as: Reporting hierarchy Format i. Summarize end user training activities in report ii. Prepare end user training report as required iii. Submit end user training report Attitude : i. Precise and concise in preparing report Related Knowledge: 4 Related Skills: 16 Related Knowledge : Lecture Discussion Related Skills: Demo Case Study Role Play Coaching i. End user training activities summarised and explained in report ii. End user training activities report prepared according to format and organisation requirements iii. Submission of end user training report for review demonstrated 11
Employability Skills Core Abilities 04.08 Develop and negotiate staffing plans 04.09 Prepare project / work plans 04 10 Utilize science & technology to achieve goal 05.03 Allocate and record usage of financial and physical resources 05.04 Delegate responsibilities and / or authority 05.05 Coordinate contract and tender activities 06.08 Identify and analyse effect of technology on the environment Tools, Equipment and Materials (TEM) ITEMS 1. Training tools/software (e.g. Presentation software, Visual Aids, Web camera ) 2. Projector 3. Sample of training material 4. Training room 5. Sample of training assessment document 6. Computer lab Social Skills 1. Communication skills 2. Conceptual skills 3. Interpersonal skills 4. Learning skills 5. Leadership skills 6. Multitasking and prioritizing 7. Self-discipline 8. Team work RATIO (TEM : Trainees) 1:25 1:25 1:1 1:25 1:1 1:25 REFERENCES 1. Beisse, Fred. (March 26, 2012).A Guide to Computer User Support for Help Desk and Support Specialists. 5th Edition. Course Technology. Cengage LearningISBN-10: 113318782X 2. Knapp, Donna. (March 15, 2010). A Guide to Customer Service Skills for the Service Desk Professional Paperback. 3rd Edition Cengage Learning;. ISBN-10: 0538748532 12
GLOSSARY BOM OS RAID SLA IT ICT S.O.P NAT VPN HDD UPS UTP FMC KVM LAN NOS IP Bill of Material Operating System Redundant Array of Independent Disk Service Level Agreement Information Technology Information and Communication Technology Standard Operating Procedure Network Address Translation Virtual Private Network Hard Disk Drive Uninterruptible Power Supply Unshielded Twisted Pair Fibre Media Converters Keyboard Video Mouse switch Local Area Network Network Operating System Internet Protocol A2