Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version first released with ICT Information and Communications Technology Training Package Version 6.0. |
Application
This unit describes the skills and knowledge required to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems.
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 required 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 eligibility status of individual experiencing user support difficulty against organisational guidelines 1.2 Clarify user support difficulty and change request with client 1.3 Confirm nature of user support difficulty and change request with client |
2. Identify the ICT system being used by the client |
2.1 Identify software, hardware, network connection and application being used by client 2.2 Identify expected client outcome and stage of issue resolution 2.3 Step client back to beginning of resolution process |
3. Confirm resolution of user support issue and change request |
3.1 Determine, describe and eliminate factors that created user support issue and permit it to recur 3.2 Explain and guide client through complete recovery and resolution process 3.3 Provide handling and resolution instructions to client 3.4 Escalate change request where required 3.5 Document changes where required |
4. Finalise client support procedures |
4.1 Confirm resolution of issue and obtain client satisfaction with client according to client service policy 4.2 Inform client of additional support and services available, according to the organisation’s client service policy 4.3 Provide client with additional product and service information according to organisation’s sales promotion requirements 4.4 Complete client contact records according to 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.
S KILL |
DESCRIPTION |
Reading |
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Writing |
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Oral Communication |
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Teamwork |
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Numeracy |
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Self-management |
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Problem solving |
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Technology |
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Unit Mapping Information
Supersedes and is equivalent to ICTSAS420 Provide first-level remote help desk support.
Links
Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2