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 |
|
Writing |
1.3-1.5, 2.2, 2.3, 2.5, 2.9, 3.1-3.4 |
|
Oral Communication |
1.2, 1.4, 1.5, 2.1, 2.4-2.8 |
|
Interact with others |
1.4, 1.5, 2.1, 2.3, 2.4, 2.6-2.9, 3.2, 3.3 |
|
Get the work done |
1-1-1.3, 1.5, 2.2-2.5, 2.7, 3.1-3.4 |
|
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