Unit 12: IT Technical Support
Unit 12:
IT Technical Support
Unit code:
J/601/7279
QCF Level 3:
BTEC National
Credit value:
10
Guided learning hours: 60
Aim and purpose
The aim of this unit is to enable learners to use their understanding of technical support tools and techniques and organisational policies and procedures to source technical information and communicate advice and guidance to resolve technical problems.
Unit introduction
Developments in technology have created a demand for technical support personnel who can support individuals and organisations in different ways. This can include on-site help, desk support or remote support
(connecting to the client machine and attempting to resolve the problem), field support and call centre …show more content…
The assessment criteria for a pass grade describe the level of achievement required to pass this unit.
Assessment and grading criteria
To achieve a pass grade the evidence must show that the learner is able to:
To achieve a merit grade …show more content…
P7
check solutions and record actions. M4 provide additional support material to users.
PLTS: This summary references where applicable, in the square brackets, the elements of the personal, learning and thinking skills applicable in the pass criteria. It identifies opportunities for learners to demonstrate effective application of the referenced elements of the skills.
IE – independent enquirers
RL – reflective learners
SM – self-managers
CT – creative thinkers
Key
TW – team workers
EP – effective participators
Edexcel BTEC Level 3 Nationals specification in Information Technology
– Issue 3 – September 2010 © Edexcel Limited 2010
3
Essential guidance for tutors
Delivery
Delivery of this unit would be most effective if learners can build links between their classroom environment and organisations that need and provide technical support.
Delivery could be based on the given order of the learning outcomes. However, if opportunities for
IT Technical Support
Unit code:
J/601/7279
QCF Level 3:
BTEC National
Credit value:
10
Guided learning hours: 60
Aim and purpose
The aim of this unit is to enable learners to use their understanding of technical support tools and techniques and organisational policies and procedures to source technical information and communicate advice and guidance to resolve technical problems.
Unit introduction
Developments in technology have created a demand for technical support personnel who can support individuals and organisations in different ways. This can include on-site help, desk support or remote support
(connecting to the client machine and attempting to resolve the problem), field support and call centre …show more content…
The assessment criteria for a pass grade describe the level of achievement required to pass this unit.
Assessment and grading criteria
To achieve a pass grade the evidence must show that the learner is able to:
To achieve a merit grade …show more content…
P7
check solutions and record actions. M4 provide additional support material to users.
PLTS: This summary references where applicable, in the square brackets, the elements of the personal, learning and thinking skills applicable in the pass criteria. It identifies opportunities for learners to demonstrate effective application of the referenced elements of the skills.
IE – independent enquirers
RL – reflective learners
SM – self-managers
CT – creative thinkers
Key
TW – team workers
EP – effective participators
Edexcel BTEC Level 3 Nationals specification in Information Technology
– Issue 3 – September 2010 © Edexcel Limited 2010
3
Essential guidance for tutors
Delivery
Delivery of this unit would be most effective if learners can build links between their classroom environment and organisations that need and provide technical support.
Delivery could be based on the given order of the learning outcomes. However, if opportunities for