Assessment Method: Project Report with presentation, questions and answers


Plain-English Explanation

K6 is about understanding how to identify and troubleshoot digital problems that stakeholders (colleagues, customers, or clients) experience. It’s not just fixing issues—it’s about using a structured approach to diagnose the root cause before applying a solution.


Examples of How Apprentices Demonstrate This at Work

  • Asking clear, structured questions to understand a user’s issue

  • Using a checklist or flowchart to diagnose a connectivity problem

  • Testing different scenarios to isolate the cause of a software error

  • Logging the issue and steps taken in a helpdesk system

  • Using Power Automate to create a simple ticket-routing workflow for support requests


Common Gaps and Misconceptions

  • Jumping straight to a solution without confirming the actual problem

  • Assuming the user’s description is the full story without further investigation

  • Not documenting the steps taken, making it harder to track recurring issues

  • Overlooking simple fixes like checking network connections or permissions


Links to Resources and Tools


Why It Matters

  • Reduces downtime and improves user satisfaction

  • Prevents recurring issues by addressing root causes

  • Builds trust and confidence in IT support processes


Portfolio Evidence Ideas

  • Screenshots of:

    • A helpdesk ticket showing your diagnostic steps

    • A Power Automate flow for routing support requests

  • A short write-up explaining how you diagnosed and resolved a specific issue

  • Evidence of using a structured troubleshooting process (e.g., flowchart or checklist)


EPA-Style Questions

  • How do you approach diagnosing a digital problem?

  • Can you give an example of a time you identified the root cause of an issue?

  • Why is it important to document the steps you take when troubleshooting?


Embedded Topics

  • Equality & Diversity: Communicating clearly and respectfully with all users

  • Sustainability: Reducing unnecessary hardware replacements by diagnosing issues properly

  • British Values: Accountability and transparency in problem-solving