Unit of competency details

Version 

Comments 

ICASAS305A

This version 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. Review client support issues

1.1 Check for new problems logged by client

1.2 Check previous logs for similar problems or requests from client

1.3 Investigate and document the support issues affecting the client

1.4 Notify client of the results of investigation  and provide advice and support  on findings

1.5 Obtain client feedback and make changes

2. Provide advice on software, hardware or network

2.1 Confirm software, hardware or network requirements with client

2.2 Investigate and document a solution 

2.3 Document additional requirements identified in the investigation and refer them to the client

2.4 Obtain approval from the client to implement the solution

2.5 Investigate and document the amount of technical support the client may require

2.6 Discuss and agree the level of technical support identified with the client

2.7 Arrange a time with the client when support will take place

2.8 Provide technical support as part of group or one-to-one instruction to the client

2.9 Provide manuals and help documentation  to the client

3. Obtain client feedback

3.1 Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided

3.2 Provide client with instructions on how to complete the form or use other means of providing feedback

3.3 Distribute the evaluation or feedback to the client

3.4 Review the feedback from the client to identify areas for improvement

Overview of assessment 

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

Evidence of the ability to:

• investigate client support requests and provide a documented solution after consultation with client
• convey comprehensive technical information to clients in a clear, concise, jargon-free and coherent manner
• access technical manuals and ‘help’ documentation.

Context of and specific resources for assessment 

Assessment must ensure access to:

• sites, peers and supervisors for obtaining information
• software, hardware and networks
• help-desk repository, technical records and documentation
• appropriate learning and assessment support when required
• modified equipment 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 investigating and providing advice and support on findings
• review of candidate’s documented investigation and solution
• evaluation of client feedback.

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.

Client  may include:

• employee
• external organisation
• individual
• internal department.

Investigation  may include:

• active listening to clients and colleagues
• contacting vendor or maintenance organisations
• on-site examination
• questions and answers
• reviewing technical advice about the organisation.

Advice and support  may include:

• hardware supported by the organisation:

• CD or DVD drives
• laptops
• notebooks
• printers
• reconfiguration of settings
• scanners
• screens

• identification of training needs for referral to supervisor
• manuals
• one-to-one training
• provision of client documentation
• software supported by the organisation:

• creation of templates
• generation of a complex report on a database
• password and log-on procedure
• statistical functions of spreadsheets
• use of macros

• vendor documentation.

Solution  may include:

• hardware:

• new
• upgrade

• implementing a new system
• software:

• new
• upgrade

• user training.

Documentation  may include:

• additional support requirements
• amount of technical support the client requires
• client support solutions
• collection of records for computer program, OS or hardware device
• support issues affecting the client.