Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare to work on a service desk

1.1 Identify policy and procedures of service desk quality

1.2 Apply concepts and terminology associated with a service desk environment

1.3 Use appropriate service principles

2. Support a service desk

2.1 Use service desk systems to open a new service call

2.2 Inform customer of the progress of the call using service principles

2.3 Escalate a service desk call following service principles

2.4 Implement service desk closure principles

2.5 Seek user feedback following closure of a service desk call

3. Apply continuous improvement to service desk

3.1 Review service desk records

3.2 Plan methods of improving performance

3.3 Document proposed improvements and submit to appropriate person

Skill 

Performance Criteria 

Description 

Reading

1.1, 3.1

• Identifies and interprets textual and organisational documentation containing ICT specific terminology to service desk quality, and review records

Writing

2.5, 3.3

• Uses clear, concise language, correct spelling and grammar, and relevant ICT terminology to obtain feedback and document proposed improvements

Oral Communication

1.2, 1.3, 2.1-2.5

• Employs a courteous manner, appropriate tone, detailed and clear language, specific ICT terminology, and effective listening and questioning techniques together with reflective responses to elicit customer information and give and receive feedback

Interact with others

3.3

• Actively identifies the requirements of important communication exchanges, selecting appropriate channels, format, tone and content to suit purpose and audience

Get the work done

1.1, 1.2, 2.1, 2.4, 3.2

• Takes responsibility for defining key aspects of own workload, balancing own needs and priorities with customers’ needs
• Demonstrates a sophisticated understanding of principles, concepts, language and practices associated with the digital world and uses these to troubleshoot and understand the uses and potential of new technology

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

ICTICT422 Participate in ICT services

ICAICT422A Participate in IT services

Updated to meet Standards for Training Packages.

Minor edit to title

Equivalent unit

Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 1.0.