NZQA Expiring unit standard
6882 version 5
Page 1 of 4
Title
Resolve computer users' problems
Level
5
Credits
5
Purpose
People credited with this unit standard are able to: receive, and
investigate computer users’ problems; implement solutions to
computer users’ problems; and close resolved computer users’
problems. The performance of all outcomes is to a standard
that is expected in a professional environment.
Classification
Computing > Computer Support
Available grade
Achieved
Explanatory notes
1
2
3
Glossary of terms
a
Computer users’ problems refers to problems encountered by end-users rather
than the problems discovered by the investigation of a computer system.
b
Industry recommended procedure refers to a procedure used and
recommended by an organisation involved in the computer industry.
Performance of all outcomes is to be carried out in accordance with organisation
standards and procedures, unless otherwise stated. Organisation standards and
procedures may cover: quality assurance, documentation, security, communication,
health and safety, and personal behaviour. An example of the standards expected is
the standards found in ISO 9000 Certified Organisations.
This unit standard is
Performance of all outcomes is to be completed within the normal range of time that
would be expected in a professional expiring
environment, e.g. in a commercial or
government organisation.
4
Performance of all outcomes is to be within the normal range of cost, or cost
estimate, that would be expected in a commercial environment.
5
Performance of all outcomes complies with the laws of New Zealand, especially with
regard to copyright, privacy, health and safety, and consumer rights.
Outcomes and evidence requirements
Outcome 1
Receive computer users’ problems.
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
6882 version 5
Page 2 of 4
Evidence requirements
1.1
The users and their terms of support are identified so that the response
procedure can be determined.
1.2
Sufficient information about the problem is recorded to begin an investigation.
1.3
Personal communication techniques are employed that allow the users to feel
the problem will be resolved to their satisfaction.
1.4
A priority is assigned to the problem according to organisation standards and
the terms of the support agreement for each user.
Outcome 2
Investigate computer users’ problems.
Evidence requirements
2.1
Known problems are identified using information sources.
Range
reference manual, fault database, supplier staff.
2.2
If required, further information is obtained from a user to allow the investigation
to proceed.
2.3
An industry recommended procedure is used to identify the cause of the
problem.
2.4
Undiagnosed problems are forwarded to technical support services.
2.5
The users are advised of progress according to the terms of their support
agreement.
2.6
Third parties are advised of progress according to the terms of the user’s
support agreement.
Outcome 3
This unit standard is
expiring
Implement solutions to computer users’ problems.
Evidence requirements
3.1
The users’ system is returned to service as soon as possible.
3.2
Reference data sources are used to identify known solutions to known
problems.
3.3
Solutions for new problems are designed.
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
6882 version 5
Page 3 of 4
3.4
Implementation of the solution is planned to return systems to users as soon as
possible, minimise disruption to each user, and provide contingency action in
the case of failure.
3.5
The action taken is recorded in sufficient detail to allow it to be repeated.
3.6
Progress of a solution is monitored so that the users may be advised of
progress according to the terms of their support agreement.
Outcome 4
Close resolved computer users’ problems.
Evidence requirements
4.1
A report on the resolution of each problem is presented to the users so that they
may judge that the problem has been resolved.
4.2
Closure of the problem is recorded according to organisation standards and
procedures.
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
8 July 1996
31 December 2015
Revision
2
28 November 2000
31 December 2015
Review
3
17 October 2008
31 December 2015
This
standard
is
16 Aprilunit
2015
31 December 2017
Consent and Moderation Requirementsexpiring
(CMR) reference
0011
Rollover
4
Rollover
5
21 July 2011
31 December 2015
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.
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
6882 version 5
Page 4 of 4
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.
This unit standard is
expiring
NZQA National Qualifications Services
SSB Code 130301
 New Zealand Qualifications Authority 2016