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. Deliver support to ICT clients

1.1 Provide support for ICT clients in a courteous and professional manner according to organisational policy

1.2 Establish and confirm nature of client’s ICT concerns using active listening and questioning

1.3 Maintain client contact and provide progress information until the problem is resolved

2. Respond to ICT client complaints

2.1 Respond to ICT client’s concerns and issues, demonstrating a positive, sensitive and helpful attitude

2.2 Escalate and refer client concerns to support person if required, explaining the nature of issues involved

2.3 Resolve ICT client complaint using recommendations from the support person

2.4 Document and record ICT client concerns and solutions, according to organisational guidelines

3. Evaluate received ICT client complaints

3.1 Analyse recent ICT register

3.2 Propose proactive training to appropriate person

Skill 

Performance Criteria 

Description 

Reading

3.1

• Evaluates textual information containing ICT specific terminology to establish proactive training needs

Writing

2.4

• Completes documentation necessary for work tasks and reporting requirements by using clear, concise and accurate grammar and language, and relevant ICT terminology

Oral Communication

1.1-1.3,2.1-2.3, 3.2

• Uses effective questioning and active listening techniques to elicit information and clarify client queries, concerns and complaints
• Contributes to an effective working environment by communicating in a courteous manner and using clear, easy-to-understand and non-discriminatory language and behaviour

Navigate the world of work

1.1

• Generally follows the explicit protocols immediately related to own role

Get the work done

1.3, 2.3, 3.1

• Recognises and responds to predictable routine problems related to role in the immediate work context
• Uses the main features and functions of common digital tools in everyday work contexts

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalent status 

ICTICT209 Interact with ICT clients

ICAICT209A Interact with ICT clients

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

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