Unit Outline

The objective of this unit is for students to experience the application of ICT in addressing industry needs by integrating theoretical knowledge with practical applications and experiences. Students will have the opportunity to experience areas of their chosen profession before graduation and to reflect on how their studies have prepared them for the work environment. Students will experience a workplace environment and will be able to develop their communication, time management, and customer service skills through serving on a help desk for a minimum of 3 hours per week. Through this experience, students will develop a richer appreciation of the graduate capabilities required of all ICT professionals. Students will also complete a series of online micro-credential short courses which will be useful when pursuing future employment. These micro-credentials are applicable to an ICT Professional employed in a service desk environment. These micro-credentials could lead to industry certifications if a student wants to pursue that opportunity external to the unit. This unit is expected to be undertaken in your final semester of your MITS.

Intended Learning Outcomes

As per the Assessment and Results Policy 1.3, your results will reflect your achievement against specified learning outcomes.

On completion of this unit, you will be able to:


1.	Apply ICT knowledge and skills to assist with achieving defined workplace objectives.
2.	Apply interpersonal skills of teamwork, creativity, initiative, and working independently and ethically to a range of work experiences.
3.	Communicate to a range of audiences, both orally and in writing, about appropriate ICT solutions that contribute to workplace outcomes.
4.	Reflect and report on your experiences and on your personal strengths and development needs in the context of your work-readiness and career planning.

Requisites


REQUISITE TYPE	REQUISITES
Pre-requisite	KIT501, KIT503 Passed 125 course points
Anti-requisite (mutual excl)	KIT511, KIT510

Alterations as a result of student feedback

At the request of students, we have added more tasks for completion while serving on the help desk, to give the students some more experiences.

Teaching arrangements


ATTENDANCE MODE	TEACHING TYPE	LEARNING ACTIVITY	CONTACT HOURS	FREQUENCY
On Campus	Lecture (On Campus)	Introductory lecture (week 1 only) - A structured real-time (i.e. synchronous) activity that involves a mix of presentation of new information/ideas/skills and guided activities related to that information/ideas/skills. All students are expected to attend online.	1	Once only
	Workshop	Help desk induction (week 1 only) - A structured real-time (i.e. synchronous) activity that involves a mix of presentation of new information/ideas/skills and guided activities related to that information/ideas/skills. All students are expected to attend on-campus.	1	Once only
	Workshop	Personal Branding Workshops (weeks 2, 4, 6, and 8) - A structured real-time (i.e. synchronous) activity that involves a mix of presentation of new information/ideas/skills and guided activities related to that information/ideas/skills. All students are expected to attend online.	1	Study Period 4 times
	Other	Help desk service (3-6 hours per week) - A structured real-time (i.e. synchronous) assessed activity. All students are expected to attend their scheduled help desk duties on-campus.	6	StudyPeriod 12 times
	Independent Learning	Involving reading, listening to audio, watching video, and/or completing exercises and/or quizzes, self-study is individual work undertaken when the student chooses (i.e. asynchronous), most likely through engagement with MyLO. The content is assessable, and may need to be completed prior to attending classes and/or attempting assessment tasks.	3	StudyPeriod 13 times

Attendance / engagement expectations

If your unit is offered On campus, it is expected that you will attend all on-campus and onsite learning activities. This is to support your own learning and the development of a learning community within the unit. If you are unable to attend regularly, please discuss the situation with your course coordinator and/or our UConnect support team.

If your unit is offered Online, it is expected you will engage in all those activities as indicated in the Unit Outline, including any self-directed learning.

If you miss a learning activity for a legitimate reason (e.g., illness, carer responsibilities) teaching staff will attempt to provide alternative activities (e.g., make up readings) where it is possible.

You are required to complete your allocated shifts on the help desk.

How will I be Assessed?

For more detailed assessment information please see MyLO.

Assessment schedule


ASSESSMENT TASK #	ASSESSMENT TASK NAME	DATE DUE	WEIGHT	LINKS TO INTENDED LEARNING OUTCOMES
Assessment Task 1:	Personal Brand	Week 12	20 %	LO3, LO4
Assessment Task 2:	Reflection Portfolio	Week 14	30 %	LO1, LO2, LO3, LO4
Assessment Task 3:	Timesheet	Refer to Assessment Description	20 %	LO1, LO2, LO3, LO4
Assessment Task 4:	Micro-credentials	Refer to Assessment Description	30 %	LO1, LO2, LO3

Assessment details

Assessment Task 1: Personal Brand

Task Description:

Throughout semester students will develop materials to establish their personal brand. Students will prepare a 1 page coverletter, 2 page CV and accompanying LinkedIn Profile page. They will also record answers to two common interview questions. Students will submit the items during semester and receive feedback and then re-submit the amended documents at the end of semester.

Task Length:

3 pages plus LinkedIn Profile and two 3 minute videos

Due Date:

Week 12

Weight:

20 %

CRITERION #

CRITERION

MEASURES INTENDED

LEARNING OUTCOME(S)


1	Prepare a professional CV including LinkedIn Profile based on your prior experiences as well as your experiences serving on the help desk	LO3, LO4
2	Prepare a professional cover letter for a given advertised position based on your prior experiences as well as your experiences serving on the help desk	LO3, LO4
3	Record answers to two interview questions for a given advertised position	LO3, LO4

Assessment Task 2: Reflection Portfolio

Task Description:

Each student will be required to serve weekly on the help desk and to contribute to identified tasks related to the help desk and produce a portfolio detailing the outcomes of the tasks. Each student will also document a personal reflection on their experiences throughout the unit and what they have learnt about help desk service, work practices, and the impact on future career goals.

Task Length:

Equivalent to 15 pages maximum

Due Date:

Week 14

Weight:

30 %

CRITERION #

CRITERION

MEASURES INTENDED

LEARNING OUTCOME(S)


1	Deliver task outcomes that meet the agreed specification	LO1, LO2
2	Document the task work completed	LO1, LO3
3	Reflect on any challenges that were faced and how they were overcome	LO3, LO4
4	Reflect and report on the experience and its impact on your future career	LO3, LO4

Assessment Task 3: Timesheet

Task Description:

Each student will be required to spend time each week working on the help desk undertaking different shifts each week. This is a hurdle task.

Students must complete rostered shifts serving on the help desk. Missing shifts is unprofessional and will result in a reduction in grade for AT3. Insufficient service on the help desk will result in a fail grade for the unit.

Students are required to keep a personal record of time spent working on tasks for the unit. Timesheets will need to be completed following each block of work and submitted daily at the conclusion of each work period. Students must keep accurate timesheets detailing their tasks completed as this reflects professional practice.

Task Length:

3-6 hours per week help desk service

Due Date:

Refer to Assessment Description

Weight:

20 %

CRITERION #

CRITERION

MEASURES INTENDED

LEARNING OUTCOME(S)


1	Serve in helpdesk environment and assist clients with their issues	LO1, LO2
2	Keep accurate records of work undertaken	LO3
3	Summarise each week of service identifying self and peer contributions	LO4

Assessment Task 4: Micro-credentials

Task Description:

Each student will be required to complete three online modules that are related to ICT professional practice throughout the semester. Each module will require the students to complete a series of online micro-credential short courses which will be useful when pursuing future employment. These micro-credentials could lead to industry certifications if a student wants to pursue that opportunity external to the unit. These short courses will need to be completed weekly throughout the semester.

Task Length:

~24 hours of online training

Due Date:

Refer to Assessment Description

Weight:

30 %

CRITERION #

CRITERION

MEASURES INTENDED

LEARNING OUTCOME(S)


1	Complete a series of online micro-credentials relevant to professional practice	LO2, LO3
2	Complete a series of online micro-credentials relevant to providing privacy and security in the ICT industry	LO1, LO2
3	Complete a series of online micro-credentials relevant to being an IT service desk professional	LO1, LO2

How your final result is determined

To pass this unit, you need to demonstrate your attainment of each of the Intended Learning Outcomes, achieve a final unit grade of 50% or greater, and pass any hurdle tasks.

Submission of assignments

Where practicable, assignments should be submitted to an assignment submission folder in MYLO. You must submit assignments by the due date or receive a penalty (unless an extension of time has been approved by the Unit Coordinator). Students submitting any assignment in hard copy, or because of a practicum finalisation, must attach a student cover sheet and signed declaration for the submission to be accepted for marking.

Requests for extensions

If you are unable to submit an assessment task by the due date, you should apply for an extension.

A request for an extension should first be discussed with your Unit Coordinator or teaching support team where possible. A request for an extension must be submitted by the assessment due date, except where you can provide evidence it was not possible to do so. Typically, an application for an extension will be supported by documentary evidence: however, where it is not possible for you to provide evidence please contact your Unit Coordinator.

The Unit Coordinator must notify you of the outcome of an extension request within 3 working days of receiving the request.

Late penalties

Assignments submitted after the deadline will receive a late penalty of 5% of the original available mark for each calendar day (or part day) that the assignment is late. Late submissions will not be accepted more than 10 calendar days after the due date, or after assignments have been returned to other students on a scheduled date, whichever occurs first. Further information on Late Penalties can be found on the Assessments and Results Procedure.

Review of results and appeals

You are entitled to ask for a review of the marking and grading of your assessment task if there is an irregularity in the marking standards or an error in the process for determining the outcome of an assessment. Details on how to request a review of a mark for an assignment are outlined in the Review and Appeal of Academic Decisions Procedure.