NZQA registered unit standard 18755 version 7 Page 1 of 3 Title Identify and resolve users' minor computer problems Level 3 Credits 5 Purpose People credited with this unit standard are able to: collect and record information on users’ computer problems; identify possible cause(s) of the problems; investigate and implement solutions to resolve the problems; and complete documentation and closure of the referral. Classification Computing > Computer Support Available grade Achieved Explanatory notes 1 Candidates are required to investigate and resolve at least four minor computer problems experienced by users of personal computers. 2 For assessment purposes, it is essential that the computer problems are able to be identified and resolved by the candidate. The situation may be real or in a simulated situation. 3 Definitions Minor computer problems refer to first-line resolution operational problems rather than more significant problems which need to be referred to a help desk or computer repair shop (e.g. log on issues, printer driver issues which require reinstalling drivers (printer), reinstalling software), Organisation describes any situation other than private use (e.g. businesses, clubs, schools, not for profit organisations, etc). It does not define or limit the situations in which assessment evidence may be gathered. 4 Legislation relevant to this unit standard includes but is not limited to: Copyright Act 1994; Copyright (New Technologies) Amendment Act 2008; Health and Safety in Employment Act 1992, and any subsequent amendments. NZQA National Qualifications Services SSB Code 130301 New Zealand Qualifications Authority 2016 NZQA registered unit standard 18755 version 7 Page 2 of 3 Outcomes and evidence requirements Outcome 1 Collect and record information on users’ minor computer problems. Evidence requirements 1.1 The collection ensures that users have provided sufficient information about the problems to enable investigation to commence. 1.2 The collected information is recorded and a process established to facilitate investigation of problems according to organisation requirements. Outcome 2 Identify possible cause(s) of the problems. Evidence requirements 2.1 The investigation identifies possible cause(s) of the problems in terms of the collected information. Outcome 3 Investigate and implement solutions to resolve the problems. Evidence requirements, 3.1 Investigation identifies possible solutions for the cause(s) of problems. Range investigation may include – reference data sources, manufacturers’ manuals, search engines internet search. 3.2 Identified solution(s) are implemented consistent with the problem and the investigation. 3.3 The action taken is recorded in detail to allow it to be repeated in similar cases of referral. 3.4 Testing of computer verifies that the implementation of a solution has resolved computer problems. Outcome 4 Complete documentation and closure of the referral. Evidence requirements 4.1 Closure includes report to users on problems, possible causes, implemented solution, and other relevant information. NZQA National Qualifications Services SSB Code 130301 New Zealand Qualifications Authority 2016 NZQA registered unit standard Planned review date 18755 version 7 Page 3 of 3 31 December 2017 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 30 July 2002 31 December 2011 Revision 2 16 July 2004 31 December 2011 Rollover and Revision 3 26 March 2007 31 December 2011 Review 4 17 October 2008 31 December 2011 Review 5 17 June 2011 31 December 2014 Review 6 15 November 2012 31 December 2017 Rollover and Revision 7 16 April 2015 N/A Consent and Moderation Requirements (CMR) reference 0011 This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do. Please note Providers must be granted consent to assess against standards (accredited) by NZQA, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. Industry Training Organisations must be granted consent to assess against standards by NZQA before they can register credits from assessment against unit standards. Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards. Requirements for consent to assess and an outline of the moderation system that applies to this standard are outlined in the Consent and Moderation Requirements (CMR). The CMR 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 NZQA National Qualifications Services nqs@nzqa.govt.nz if you wish to suggest changes to the content of this unit standard. NZQA National Qualifications Services SSB Code 130301 New Zealand Qualifications Authority 2016