^

 
 

Unit of competency details

ICTSAS305 - Provide ICT advice to clients (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to ICASAS305A - Provide IT advice to clientsUpdated to meet Standards for Training Packages. Minor edit to the competency title. 24/Mar/2015

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 25/Mar/2015


Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnRelease
ICT30118 - Certificate III in Information, Digital Media and TechnologyCertificate III in Information, Digital Media and Technology1-2 
ICT30115 - Certificate III in Information, Digital Media and TechnologyCertificate III in Information, Digital Media and Technology1-2 
ICT30215 - Certificate III in Telecommunications Digital Reception TechnologyCertificate III in Telecommunications Digital Reception Technology
BSB40315 - Certificate IV in Customer EngagementCertificate IV in Customer Engagement1-3 
ICT30120 - Certificate III in Information TechnologyCertificate III in Information Technology1-2 
ICT30519 - Certificate III in Telecommunications TechnologyCertificate III in Telecommunications Technology
ICT30315 - Certificate III in Telecommunications Rigging InstallationCertificate III in Telecommunications Rigging Installation
ICT30515 - Certificate III in Telecommunications TechnologyCertificate III in Telecommunications Technology1-3 
BSB30120 - Certificate III in BusinessCertificate III in Business
BSB30215 - Certificate III in Customer EngagementCertificate III in Customer Engagement1-5 
Items per page 10 | 20 | 50 | 100
Displaying items 1 - 10 of 10

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 029999 Information Technology, N.e.c.  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 029999 Information Technology, N.e.c.  30/Jul/2015 
The content being displayed has been produced by a third party, while all attempts have been made to make this content as accessible as possible it cannot be guaranteed. If you are encountering issues following the content on this page please consider downloading the content in its original form

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 provide information and communications technology (ICT) advice and support to clients, including the communication of comprehensive technical information.

It applies to frontline technical support individuals who work under a level of supervision but have responsibility for providing technical support.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Systems administration and support

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. 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 support issues affecting 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 client to implement the solution

2.5 Investigate and document amount of technical support client may require

2.6 Discuss and agree level of technical support identified with client

2.7 Arrange time with 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 client

3. Obtain client feedback

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

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

3.3 Distribute evaluation or feedback to client

3.4 Review feedback from client to identify areas for improvement

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

1.1-1.3 , 1.5, 2.2, 2.5, 3.4

  • Interprets and evaluates information to compare technical specifications, identify areas of improvement and recognise solutions to new and emerging issues

Writing

1.3-1.5, 2.2, 2.3, 2.5, 2.9, 3.1-3.4

  • Uses written vocabulary, grammatical structures and conventions to accurately convey instructions and record complex information

Oral Communication

1.2, 1.4, 1.5, 2.1, 2.4-2.8

  • Participates in verbal exchange of ideas/solutions using detailed and clear language to contribute information for discussion and confirm client requirements
  • Varies content, structure, style, tone and vocabulary to suit the needs of audiences

Interact with others

1.4, 1.5, 2.1, 2.3, 2.4, 2.6-2.9, 3.2, 3.3

  • Participates in routine conversations directly relevant to role, responding and contributing in appropriate ways when providing advice to clients and receiving feedback
  • Shares information and resources, offers assistance voluntarily and provides feedback on others’ work when providing client support

Get the work done

1-1-1.3, 1.5, 2.2-2.5, 2.7, 3.1-3.4

  • Plans a range of routine, and some non-routine, tasks, accepting stated goals and aiming to achieve them efficiently when obtaining feedback from client
  • Implements actions as per plan, making slight adjustments if necessary, and addressing some unexpected issues
  • Selects from a range of predetermined options in routine situations, identifying and taking some situational factors into account
  • Applies formal problem solving processes when tackling an unfamiliar problem, breaking complex issues into manageable parts and identifying and evaluating several options for action
  • Understands key principles and concepts that underpin the design and operation of digital systems and tools

Unit Mapping Information

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

ICTSAS305 Provide ICT advice to clients

ICTSAS305A Provide IT advice to clients

Updated to meet Standards for Training Packages.

Minor edit to the competency 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

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

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

Performance Evidence

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
  • use technical manuals and ‘help’ documentation.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • identify and describe the available in-house and vendor support
  • explain contract and service agreements with vendors
  • identify features of different types of hardware supported by the organisation
  • identify sources of information relevant to the provision of services and support
  • identify operating system:
  • functions and basic features
  • supported by the organisation
  • identify and describe security and network guidelines and procedures
  • identify the advanced features of software, including the functions and support provided by the organisation.

Assessment Conditions

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work and include access to:

  • peers and supervisors for obtaining information
  • relevant information sources
  • technical records and documentation.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2