ICT40120 : Certificate IV in Information Technology

Assignment Overview

Instructions

The aim of this assessment is to assess your knowledge and performance to identify, record, prioritise and resolve client Information and Communications Technology (ICT) support activities and escalate as required.

This assessment is in 3 parts:

• Part 1: Record and prioritise ICT problems
• Part 2: Third party support
• Part 3: Carry out maintenance

And is supported by:

• A submission checklist
• Assessment feedback

Unit assessment: Refer to the unit assessment guide (UAG) before attempting this assessment event. The UAG contains information including assessment requirements and how to achieve a satisfactory result.

Task 

The assessor will use the criteria outlined in the following tasks to determine if you have satisfactorily completed this assessment event. Follow these instructions to ensure you demonstrate the required knowledge and skills.

In this assessment you are an ICT Technician at Gelos Enterprises

Part 1: Record and prioritise ICT problems

In this part, you will identify, record and prioritise client ICT problems.

Before you begin:

• Access and read the following documents from Gelos Enterprises:
• ICT Support Service Level Agreement 
• ICT Maintenance Procedure 
• ICT Standard Operating Environment 

Task 1: Resolve client ICT problems

In this task, you will identify, record, and prioritise 2 client ICT problems and use the ICT Service Desk ticket system.

1. Open the Gelos Enterprises ICT Service Desk Ticket System.

2. View Tickets and examine and interpret the 2 tickets with an Open status for:

• Ticket 123: Jo Lee
• Ticket 124: Morgan Young.

3. Analyse each ticket's summary, description of the problem, and reporter details.

4. Analyse the impact of each problem. In the drop downs, record the following in accordance with Clause 6 of the ICT Service Level Agreement:

• Urgency
• Impact
• Priority

5. Identify and record the following in the tickets:

• Assignee (you).
• Date escalated (if applicable).
• Escalated to (if applicable).
• 2 possible solutions to resolve each issue, according to this database of known problems.
• Any additional comments or notes.

6. Save your changes to the tickets by clicking Update Issue.

7. Take a screenshot of your tickets as evidence for:

• Ticket 123: Jo Lee
• Ticket 124: Morgan Young

Task 2: Resolve client ICT Hardware Problem

In this task, you will identify, record and prioritise a client's ICT problem and use the ICT Service Desk ticket system for the client in the scenario.

Scenario

The Gelos Head of Marketing, Kelly Swanson, has called the ICT Support Service Desk and left the following voice message:

'Hi, this is Kelly Swanson. My laptop has stopped working. I noticed that it was running very slow in the past few days. Today, it just won't start and I'm unable to do anything. I have a management meeting in two hours. Can you please fix this problem for me urgently? Otherwise, can you provide me with a replacement laptop in the meantime? Please call me back if you need more information. Thanks.'

You returned Kelly's call to verify their details and the Computer ID: GE_MK_H11_WS_01. You organise the pickup of the faulty laptop and supply a replacement laptop.

You have now received the client's laptop and confirmed it is faulty. You have determined the following information about the laptop:

• Purchase date: 1.5 years ago
•  Warranty period: Two years
•  Laptop model: HP Pavilion Laptop 15s-fq5094TU
•  Manufacturer: HP
• Serial number: ABC76KP09
•  Partner ID: GEXYZ123
• Contract number: GE-HP0091

Part 2 Third-party Support

In this part, you will refer client ICT problems to third parties according to organisational procedures.

Before you begin: 

Access and read the following Gelos Enterprises policies and procedures:

• ICT Support Service Level Agreement 
• Digital communications policy and procedure 

Task 1: Refer problems to third parties

Scenario: You have been unable to resolve the faulty laptop issue in Part 1, Task 2.

In this task, you will escalate the client ICT problem from Part 1 Task 2 (Ticket 125) to vendor support following the Gelos ICT Support Service Level Agreement.

• Write an email to the correct vendor following the Gelos ICT Support Service Level Agreement procedure in the template. Include the following information:
  • The Gelos Partner ID details and contract number.
  • The product details.
  • The ICT problem details.
  • The technical information related to the problem.
  • A request for advice and support.

Summary of Assessment Requirements

The assessment is designed to evaluate the student’s knowledge and practical skills in identifying, recording, prioritising, and resolving ICT support issues, including escalation to third parties and maintenance tasks. It is divided into three parts:

Part 1: Record and Prioritise ICT Problems

• Identify and analyse client ICT issues using the Service Desk ticket system.
• Determine urgency, impact, and priority according to the ICT Service Level Agreement.
• Propose possible solutions, assign tasks, and document actions taken.
• Provide evidence via screenshots of updated tickets.

Part 2: Third-Party Support

• Escalate unresolved ICT issues to vendors or third parties.
• Draft formal communication (email) including client, product, contract, and technical details.
• Follow organisational escalation procedures and policies.

Part 3: Carry Out Maintenance

• Perform basic ICT maintenance activities to resolve hardware/software issues.
• Document maintenance actions and outcomes according to company procedures.

Key Pointers to Cover:

• Accurate assessment of ticket details (summary, problem description, reporter info)
• Correct application of urgency, impact, and priority classification
• Following escalation procedures for unresolved issues
• Documentation and evidence of all actions taken
• Communication skills for vendor correspondence
• Adherence to organisational ICT policies, procedures, and SLA

Approach by the Academic Mentor

The Academic mentor guided the student step by step, ensuring both understanding and application:

Step 1: Understanding the ICT Environment

• Reviewed Gelos Enterprises’ ICT Service Level Agreement, Maintenance Procedures, and Standard Operating Environment with the student.
• Explained the importance of service documentation and structured problem reporting.

Step 2: Ticket Analysis and Prioritisation (Part 1)

• Mentored the student to open and analyse tickets 123 and 124.
• Guided the student to evaluate the impact and urgency of each issue using real-world scenarios.
• Demonstrated how to assign tasks, record solutions, add notes, and update tickets in the Service Desk system.
• Ensured the student captured screenshots as evidence of completed tasks.

Step 3: Hardware Issue Management (Part 1, Task 2)

• Walked through a scenario where a client’s laptop was faulty.
• Taught the student to verify client details, organise hardware replacement, and confirm fault diagnosis.
• Reviewed how to determine warranty status, manufacturer info, and serial/contract numbers.

Step 4: Escalation to Third Parties (Part 2)

• Explained the process for escalating unresolved ICT problems per organisational procedures.
• Assisted the student in drafting a professional escalation email to the vendor, including partner ID, product details, problem description, and technical information.

• Highlighted the importance of following SLA requirements and maintaining clear documentation.

Step 5: Maintenance Procedures (Part 3)

• Guided the student in performing maintenance activities (software updates, minor hardware troubleshooting).

• Emphasised documenting each maintenance action and outcome for accountability and reporting purposes.

Outcome Achieved

• The student successfully identified, prioritised, and resolved ICT problems using the ticketing system.
• Escalation emails were correctly formatted and aligned with Gelos Enterprises’ policies.
• Maintenance activities were performed effectively and documented accurately.
• All tasks were completed with evidence, demonstrating competency in ICT support operations.

Learning Objectives Covered

• Develop proficiency in ICT problem identification and prioritisation.
• Apply service desk procedures and maintain accurate documentation.
• Understand third-party escalation protocols and professional communication standards.
• Perform ICT maintenance activities in line with organisational procedures.
• Demonstrate adherence to SLA, policies, and operational standards in ICT support.

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