Short answer questions

Unit/s of
Competency:

ICAICT202A Work and communicate

effectively in an IT environment

Participants
name:
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
Save work when the lesson ends. Or saving files when you have
made a document or piece of work.
Marking students assessments on the computer.
Sharing files with someone by using email or something over a
network. Receiving work from a teacher so you know what the
tasks are.
Doing the roll, marking students absent or present.

Question 2:
List the essential network components that are required to complete
these tasks
(eg operating system, specific application software, specific hardware
etc)
Server room
Need a router nearby to connect to the internet
You have to have access to a computer/desktop.
You use windows for operating system
Network cables to connect a computer to the network.
When you have a laptop you need a network card into your laptop.
When you have a computer you need a network cable to connect

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
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to the internet.

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 web addresses which are
known or likely to be the source of a malware/virus threat to The
School.
Do not knowingly attempt to spread malware.
Do not knowingly attempt to access public or unregulated chat
rooms.

Do not knowingly attempt to access any site advocating,

promoting, organising or demonstrating how to undertake illegal
activities.

Question 4:
Where can you gather further information regarding the use of the
computer network within your school or workplace?
You can go to the I.T department in the school and ask them
questions.
Question 5:
List and explain the steps you would take to set up initial support
processes for your computer network
You would need a big space for the computer to be supported in so
it has a lot of room.
Need aircon in the room so the computers dont get over heated.
You would need staff to help with the computers, also keep the
work place clean so the computers dont suck up any dust or dirt
that can damage the computers and slow them down.
You would need your own computer.
Desks so the computers can be on a flat surface. Also need chairs
to sit on.
You would need a phone number so if their were any problems and
someone had to get hold of you they could contact you on your
phone.

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
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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)
1. A student has a problem with their computer.
2. They take it to IT so the IT coordinates can try to fix it
3. The student tells the IT coordinate the issue with the computer.
4. The IT coordinate takes the problem and tries to fix it, they do
this by their own knowledge or if they dont know what to do
ask another IT coordinate
5. The problem will soon then be solved or if not sent away to get
fixed by the people who made the computers and you will
receive a borrowed one.
6. Your problem will then be fixed and you can leave and your
computer will be fixed, or if it has been sent away to look at
you will have to wait for it to come back
Question 7:
Outline the steps you would take to respond effectively and
appropriately to requests for IT support within your school or workplace
1. If you have a problem with your computer and cant fix it take
your computer to IT.
2. Tell them about the problem
3. See if it can be fixed by them
4. Explain what has happened and how you think the problem
occurred
5. If they cant fix it they will send it away to get repaired.
6. You will receive another computer to lend while yours is being
repaired.
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
Your email may not be working.
Language barrier, there could be difficult with understanding
language, when you or them are speaking.
Personality there could be someone who has a very short temper
or anger management.
Trouble with website links, it may be blocked or unable to get

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
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contact with.
You have to be reliable on your body language.
You have to let others talk, dont do all the talking yourself.
Make sure your using manners to the clients.
Show an interest in others, be nice to them, and dont make them
feel like they are un- welcome.

Question 9:
What documentation is available within your school or workplace to
assist with managing requests for computer related support?
There is no documentation available to assist with managing
requests
Question 10:
Describe any improvements that you think could be made to these
materials
Maybe they should organise a log documentation so they can talk
to students and receive requests off teachers if they are having
problems or difficulties with their computers.
Question 11:
What steps would you take should you not be able to resolve a client
support request at initial contact?
If you cant help a client with support you should send it away to
the place where it got made and ask them to fix the problems.
They would use their resources (phone, book, online or someone
who knows about computers) and ask what they think you should
do.
Question 12:
Explain why it is important to keep a client informed of the status of
their request
So they are updated on what is going on, also so they know the
troubles they are having with the computer.
So it knows how long it may take.
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
Because the problem may have been caused by something they
have done themselves, for example if a client went on a spam
website and it caused viruses, they would be notified so they

Australian YMCA Institute of Education and Training ICAICT202A Short Answer Questions
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didnt do it again and the problem never happened, they would

also know what websites to stay off.
If they were doing something they thought was okay they could
tell them that it wasnt okay and try to end the problems.

Question 14:
What processes should happen once a client request or issue has been
resolved in your school or workplace?
They should keep a log of client requests.
When you have took your computer you usually receive an email
from the department.

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

Date Created