Unit of competency
Modification History
Release |
Comments |
Release 2 |
This version released with ICT Information and Communications Technology Training Package Version 5.0. |
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 record and prioritise client support activities, determine the required resources, solve client information and communications technology (ICT) problems or escalate as necessary.
It applies to experienced individuals who apply specialised and technical knowledge and have responsibility for providing support to end users.
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. Determine client problems |
1.1 Determine client problem by using questioning or other techniques 1.2 Document responses of client for follow-up action 1.3 Examine logged requests to determine specific requirements 1.4 Take action where required to gain further information 1.5 Refer to a database of known problems to identify possible resolution options |
2. Prioritise client problems |
2.1 Determine scale of the problem based on information gathered 2.2 Establish and record relevant constraints 2.3 Undertake an impact analysis of the problem to determine severity and risks 2.4 Prioritise problem according to organisation's escalation procedures 2.5 Provide advice and support to the client from database of known problems, where appropriate |
3. Refer problems where required |
3.1 Investigate and apply appropriate process to follow when referring problems to third parties 3.2 Provide third party with client and problem details as required 3.3 Document advice and support provided by third party according to organisational guidelines, where appropriate |
4. Carry out maintenance |
4.1 Obtain appropriate components for resolution in line with organisational guidelines 4.2 Complete maintenance in line with organisational guidelines 4.3 Store or dispose of used components following organisational environmental guidelines |
5. Prepare maintenance report |
5.1 Prepare a maintenance report, including information about problems and resolution action 5.2 Forward maintenance report to client for feedback |
6. Confirm problem resolution |
6.1 Obtain feedback from client to ensure requirements have been met 6.2 Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate |
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.
Skill |
Description |
Reading |
|
Writing |
|
Oral Communication |
|
Navigate the world of work |
|
Interact with others |
|
Get the work done |
|
Unit Mapping Information
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
ICTSAS410 Identify and resolve client ICT problems (Release 2) |
ICASAS410 Identify and resolve client ICT problems (Release 1) |
Updated template to apply consistent format between units. Minor update to knowledge evidence. |
Equivalent unit |
Links
Companion Volume Implementation Guides are available from VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2