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