4902 version 4
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Provide technical computer telecommunications product and service
assistance
Level
4
Credits
6
Purpose
This unit standard is for people who are, or will be, performing a technician
role in the telecommunications industry where they are required to provide
technical information and assistance relating to computer products and
services.
People assessed as competent in this unit standard are able to offer, without
the need to refer to a third party, accurate and easily understood technical
assistance in computer products and services to customers, suppliers, and
colleagues.
Subfield
Telecommunications
Domain
Telecommunications - Organisational Operation and
Control
Status
Registered
Status date
28 July 1995
Date version published
25 January 2008
Planned review date
31 December 2012
Entry information
Open.
Accreditation
Evaluation of documentation and visit by NZQA and
industry.
Standard setting body (SSB)
ElectroTechnology Industry Training Organisation
Accreditation and Moderation Action Plan (AMAP) reference
0003
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Special notes
1
Complementary unit standards: Unit 4966, Seek, evaluate, and organise
telecommunications information for action and Unit 4970, Maintain and enhance
professional and technical knowledge in the telecommunications industry.
 New Zealand Qualifications Authority 2016
4902 version 4
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2
General Range
Computer products and services: those computer products and services relating to
networks, systems, application software, customer management systems (OSS –
ICMS), hardware, cards, componentry;
Assistance: information, materials, advice, informal coaching or training (one-to-one,
small groups, on or off worksite but not including formal training classroom
situations).
Elements and performance criteria
Element 1
Prepare for and respond to requests for information, advice, support and/or materials.
Performance criteria
1.1
Product knowledge is current, reliable, and sufficient to meet requests for
assistance.
Range
knowledge, skills, and experience required to give assistance on
equipment in General Range.
1.2
Information is collated and categorised using an index system that is easy to
understand by authorised users.
1.3
Information kept on file is current and relevant to requests received.
Range
1.4
Responses to requests are prompt, relevant, and courteous.
Range
1.5
information – all information relating to General Range including:
books, reference manuals, technical manuals, trainer's manuals,
programmes or guidelines, manufacturer's user manuals; service
and repair records and reports, warranties, special notes; product
and service updates.
from managers, peers, suppliers, customers.
Responses to requests reflect priorities of safety of personnel and plant, and
maintenance of operational systems.
Range
verbal, written, routine, urgent.
Element 2
Assist, advise, and inform others.
Performance criteria
2.1
Advice and information to aid and assist others are offered and disseminated at
agreed time and place.
 New Zealand Qualifications Authority 2016
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2.2
Assistance given is reliable, current, relevant, and accurate.
2.3
Assistance is given in a manner and at a level and pace which meet the
receiver's needs.
2.4
Assistance is consistent with organisational policy and cost and resource
constraints.
2.5
Opportunities to enhance understanding are identified, and relevant materials
are produced to support assistance.
Range
opportunities – situations where the type of assistance required
would benefit from visual supporting materials to help the learner
understand more easily and effectively;
relevant materials – visual materials (eg memory prompt flowcharts, special user instruction notes, models, diagrams).
Please note
Providers must be accredited by NZQA, or an inter-institutional body with delegated
authority for quality assurance, before they can report credits from assessment against
unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by NZQA before they can register
credits from assessment against unit standards.
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
Accreditation requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP also includes useful information about special requirements for organisations
wishing to develop education and training programmes, such as minimum qualifications for
tutors and assessors, and special resource requirements.
Comments on this unit standard
Please contact the ElectroTechnology Industry Training Organisation
reviewcomments@etito.co.nz if you wish to suggest changes to the content of this unit
standard.
 New Zealand Qualifications Authority 2016