Short answer questions

Unit/s of
Competency:

ICAICT202A Work and communicate

effectively in an IT environment

Participants
name:

Brayden Ennis

Assessors name:
Date work
submitted:
Instructions for completion
You are required to complete and submit all the short answer questions
below. A satisfactory result is only achieved once 80% of questions are
deemed correct. If you need assistance with any of the questions
please contact your trainer, who will be happy to assist you.
Resubmissions
Should you not achieve a satisfactory result when you first submit your
written assessment you will be provided with additional opportunities to
do so. Please discuss any concerns regarding assessment
resubmissions with your trainer.
Question 1:
List five tasks that are undertaken utilising the computer network within
your school or workplace
We can use the school network to access the internet.

Save our work

Print our work

Opening files

emails

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
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Question 2:
List the essential network components that are required to complete
these tasks
(eg operating system, specific application software, specific hardware
etc)
The server room

Computers or laptops
Windows 7/8
Wired network cables or wireless networking cards in the
laptops/desktops
Wireless routers needed

Question 3:
Using the IT policies and/or procedures document from your school or
workplace, list four policies or procedures that apply directly to you
Do not knowingly attempt to access pornographic or obscene material.

Do not use internet resources to threaten, intimidate or humiliate others.

Do not make School resources available to a third party without prior consent.

Do no use resources to knowingly undertake an activity illegal under Australian or

International law.

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
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Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
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Question 4:
Where can you gather further information regarding the use of the
computer network within your school or workplace?
Your teacher or the IT department.

Question 5:
List and explain the steps you would take to set up initial support
processes for your computer network
First provide a location to provide support from. to give the students a
legitimate place to make it easy for thyem to find.
Secondly if the funds are available recruit more staff and more high tech
equipment.
Thirdly put signs around the school and also send emails to the
students/teachers. To make it easy for the students/teachers to contact
you if they have a problem.

Question 6 :
Explain the process currently used in your school or workplace when a
problem is experienced with the use of the computer network.
(You may choose to draw a flowchart to answer this question if you
wish)
A student has a problem they go to the IT desk
The IT guys take the computer and attempt to fix it then if they
can they give it back straight away. If they cant they take it and
give the student a replacement laptop and give then a estimated
fix date.

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
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Question 7:
Outline the steps you would take to respond effectively and
appropriately to requests for IT support within your school or workplace
Be a good listener
Be friendly towards the student
Give the student an estimated time and place for them to pick up
the device.

Question 8:
List and explain some of the barriers to communication you need to be
aware of when dealing with incoming client requests within a workplace
Emails not working: makes it harder to let the IT department know that
you have an issue.
Language barriers: It would make it more difficult for the technician to
understand the problem.
The customer being rude or offensive: can result in the customer not
getting the help they need or the IT technician being worried or scared
to approach the desk again when someone asks fro help.

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
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Question 9:
What documentation is available within your school or workplace to
assist with managing requests for computer related support?
No there is no document available to assist with managing request.

Question 10:
Describe any improvements that you think could be made to these
materials
Because there is no documents that exist my suggestion is that the
school should make some.
Or our school could reach out to other schools in the area for tips on
how to help.

Question 11:
What steps would you take should you not be able to resolve a client
support request at initial contact?
They hand out loan equipment whilst they take the time to research on
how to fix the problem.

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
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Question 12:
Explain why it is important to keep a client informed of the status of
their request
It is important because if you finish early or are going to take longer you
and the client can arrange a time and place to give the equipment back.
This can be a problem because the client may need their computer to do
school work or any other work that they need to complete.

Question 13:
Explain why it is important to make sure a client is fully aware of the
cause of the problem and how it was resolved
It is important to know the cause of the problem because if it is your
fault and not the technology then you can stop it from happening again.
This is helpful to the client and the IT staff because it means the IT
department doesnt have to keep wasting their their on the same
problem and the customer doesnt need to keep getting the same
problem fixed over and over again.

Question 14:
What processes should happen once a client request or issue has been
resolved in your school or workplace?
The technician emails you after the issue has been resolved or they
email your house group teacher.
They should also keep a log of what they did and how they fixed it.

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
17/02/2014
ass_icaict202a_short_answer_questions_2014_v1.0

Date Created

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
17/02/2014
ass_icaict202a_short_answer_questions_2014_v1.0

Date Created