Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version first released with ICT Information and Communications Technology Training Package Version 1.0. |
Application
This unit describes the skills and knowledge required to apply the principles of service management when working in an information and communications technology (ICT) service desk environment.
It applies to individuals who work in ICT service roles and are responsible for providing ICT service desk support.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
General ICT
Elements and Performance Criteria
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 |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill |
Performance Criteria |
Description |
Reading |
1.1, 3.1 |
|
Writing |
2.5, 3.3 |
|
Oral Communication |
1.2, 1.3, 2.1-2.5 |
|
Interact with others |
3.3 |
|
Get the work done |
1.1, 1.2, 2.1, 2.4, 3.2 |
|
Unit Mapping Information
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 |
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2