Unit of competency details

Release 

Comments 

Release 1

This Unit first released with ICA11 Information and Communications Technology Training Package version 1.0

Element 

Performance Criteria 

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Prepare to communicate and work effectively within an IT organisation

1.1 Gather input from sources of information  to develop, refine and document the ICT roles and services in an organisation

1.2 Develop clear knowledge of enterprise policies, procedures  and organisational requirements 

1.3 Document IT policy and procedures and determine whether they are applied in practice

1.4 Determine key players  within the organisation and their role and importance

2. Use positive and varied communication strategies with ICT clients

2.1 Receive requests and enquiries regarding the use of ICT equipment, operating systems  and software  from clients and colleagues in a polite and appropriate manner

2.2 Respond appropriately  to client  and colleague requirements and identify options

2.3 Present written information  and ideas in clear and concise language to ensure the intended meaning is understood

2.4 Record information or messages and refer client requests to the appropriate person  according to organisational procedures

2.5 Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry

2.6 Escalate inquiries that cannot be satisfied immediately

2.7 Supply follow-up information to client as required in a timely manner

2.8 Accommodate cultural differences  in the workplace

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the ability to:

• process internal and external requests according to organisational policies and requirements
• respond promptly to client enquiries and requests from colleagues.

Context of and specific resources for assessment 

Assessment must ensure access to:

• a workstation
• a range of IT equipment, operating systems, software and technical information
• organisational policies, procedures and governance documents
• appropriate learning and assessment support when required.

Where applicable, physical resources should include equipment modified for people with special needs.

Method of assessment 

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

• direct observation of candidate responding to clients’ requests and enquiries relating to the organisation’s IT systems, equipment and software
• review of candidate’s collection of documented written messages and records
• verbal or written questioning to assess candidate’s knowledge of organisational key roles, and technical capability and requirements.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Sources of information  may include:

• brochures and pamphlets
• campaign briefs
• internet and intranet
• instruction or product manuals
• supervisors and other staff.

Enterprise policies and procedures  may include:

• financial and decision-making delegations
• referral and escalation paths
• scope of the services to be provided.

Organisational requirements  may include:

• access and equity principles and practice
• business and performance plans
• defined resource parameters
• ethical standards
• goals, objectives, plans, systems and processes
• legal and organisational policies, guidelines and requirements
• OHS policies, procedures and programs
• quality and continuous improvement processes and standards
• quality assurance and procedures manual.

Key players  may include:

• employer organisations
• industry publications and government departments involved in IT industry promotion
• IT organisations
• IT professional bodies
• relevant unions
• vendors of IT products and services.

Equipment  may include:

• hard drives
• hubs
• modems and other connectivity devices, such as digital subscriber line (DSL) modems
• monitors
• personal computers (PCs)
• personal digital assistants (PDAs)
• printers
• switches
• workstations
• other peripheral devices.

Operating systems  may include:

• GNU and Linux
• Mac OS X
• Microsoft Windows
• Unix-like operating systems:

• HP-UX
• IBM AIX
• Silicon Graphics IRIX
• Sun Solaris.

Software  may include:

• commercial software applications
• organisation-specific software.

Respond appropriately  may relate to:

• answering enquiries promptly and appropriately
• discussing, agreeing and recording supply arrangements with client
• recording details in enterprise system
• using appropriate questioning and active listening techniques to understand client needs and determine support requirements
• using clear, simple and easy to understand language
• ensuring responses are comprehensive.

Client  may include:

• employees
• external organisations
• individuals
• internal departments
• work colleagues.

Written information  may include:

• briefing notes
• electronic mail
• fax
• general correspondence
• handwritten and printed materials
• internal memos
• telephone messages.

Appropriate person  may include:

• authorised business representative
• client
• supervisor.

Cultural differences  may relate to:

• content of emails and business documents
• customer service
• design of templates
• policies relating to safety standards
• quality
• security
• the way people interact with each other.