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 resolve first-level user support difficulties or change requests remotely.
It applies to experienced individuals who, while working under a level of supervision, have responsibility in a frontline technical support capacity to exercise discretion and judgement using appropriate knowledge to provide assistance and remote help desk support to clients.
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 the user support issue |
1.1 Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services 1.2 Clarify the user support difficulty or change request with client, using active listening and questioning techniques where possible 1.3 Confirm the nature of the user support difficulty or change request with client, using technical language that is understandable by the client |
2. Identify the hardware or software being used by the customer or client |
2.1 Identify the software, hardware, network connection or application being used by the client 2.2 Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning techniques 2.3 Step the client back to the beginning of the process using plain English 2.4 Walk the client through the process in a clear and logical manner |
3. Confirm resolution of user support issue |
3.1 Determine, describe and eliminate factors that may have created the user support issue or permit it to recur 3.2 Explain and guide the client through a complete recovery and resolution process for the issue or change request 3.3 Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs 3.4 Offer next level escalation or lodgement of change request, explaining cost involved, if user request is not possible to resolve under current circumstances 3.5 Document changes where appropriate |
4. Maintain communication link |
4.1 Confirm resolution of difficulty with client according to client service policy 4.2 Confirm client satisfaction with the current service according to client service policy 4.3 Inform client of additional support or services available, according to the organisation's client service policy 4.4 Provide the client with additional information related to products and services offered by the organisation, as required by the organisation's sales promotion requirements 4.5 Complete the client contact records according to the client service requirements |
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, 2.1 |
|
Writing |
3.5, 4.5 |
|
Oral Communication |
1.1-1.3, 2.1-2.4, 3.1-3.4, 4.1-4.4 |
|
Numeracy |
3.4, 3.5, 4.4 |
|
Interact with others |
1.2, 1.3, 2.2-2.4, 3.2-3.4, 4.1-4.4 |
|
Get the work done |
1.1-1.3, 2.1, 2.3, 2.4, 3.1-3.4, 4.1-4.5 |
|
Unit Mapping Information
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
ICTSAS420 Provide first-level remote help desk support |
ICASAS420A Provide first-level remote help desk support |
Updated to meet Standards for Training Packages |
Equivalent unit |
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2