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Unit of competency details

ICTSAS527 - Manage client problems (Release 2)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to ICTSAS509 - Provide client ICT support services 20/Jul/2020
Supersedes and is equivalent to ICTTEN501 - Provide consultancy and technical support in the customer premises equipment sector 20/Jul/2020

Release Status:
Current
Releases:
ReleaseRelease date
2 (this release) 19/Jan/2021
(View details for release 1) 21/Jul/2020


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.  21/Jul/2020 
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Unit Of competency

Modification History

Release 

Comments 

Release 2

Unit Mapping Information updated to note that ICTSAS527 Manage Client Problems was updated and equivalent to ICTTEN501 Provide consultancy and technical support in the customer premises equipment sector as noted in the Companion Volume Implementation Guide. This information was omitted in error in the first release.

This version second released with ICT Information and Communications Technology Training Package Version 7.0.

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 liaise and support clients to manage and resolve problems in an Information and Communications Technology (ICT) environment.

It applies to individuals who apply high level technical and specialised knowledge in assisting clients to support, manage and resolve problems.

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 and review client support and resolution requirements

1.1 Diagnose potential troubleshooting and identify resolution requirements

1.2 Determine cause and analysis of the problem in accordance with client documentation and support requirements

1.3 Review organisational support and resolution documentation and identify the clients point of contact

1.4 Review service level agreement (SLA) and determine action and escalation procedures

1.5 Verify the client support and resolution requirements with relevant personnel with the client contact

2. Develop and implement client support and resolution requirements

2.1 Develop required process required for client support and resolution requirements

2.2 Implement process required for client support and resolution requirements

2.3 Maintain communication with required personnel throughout support activity

2.4 Document support activities and resolution outcomes according to client requirements

3. Evaluate client support and resolution requirements

3.1 Gather support and resolution services feedback from required personnel

3.2 Determine improvements to future support services according to organisational requirements

3.3 Submit documentation to required personnel and seek and respond to feedback

3.4 Contact client to determine satisfaction with support and resolution services provided

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 

Numeracy

  • Interprets, analyses and documents numerical and technical system data

Oral communication

  • Obtains information and feedback by effectively listening and questioning using concise language

Reading

  • Analyses textual information and data to determine client support

Writing

  • Prepares required documentation detailing task requirements, activities performed and their outcomes using appropriate language

Teamwork

  • Uses a variety of relevant communication tools and strategies in building and maintaining effective working relationships

Planning and organising

  • Accepts responsibility for planning and sequencing complex tasks and workload, negotiating key aspects with others, including required capabilities, efficiencies and effectiveness
  • Addresses complex problems involving multiple variables, using formal analytical, lateral thinking techniques experience and knowledge to focus in on root causes

Problem solving

  • Reviews the organisations policies, procedures and adherence to legislative requirements in order to implement and manage change

Self-management

  • Takes full responsibility for identifying and considering relevant organisational protocols and requirements

Unit Mapping Information

Supersedes and is equivalent to ICTSAS509 Provide client ICT support services and ICTTEN501 Provide consultancy and technical support in the customer premises equipment sector.

Links

Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2

 

Assessment requirements

Modification History

Release 

Comments 

Release 2

Unit Mapping Information updated to note that ICTSAS527 Manage Client Problems was updated and equivalent to ICTTEN501 Provide consultancy and technical support in the customer premises equipment sector as noted in the Companion Volume Implementation Guide. This information was omitted in error in the first release.

This version second released with ICT Information and Communications Technology Training Package Version 7.0.

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 6.0.

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

  • determine, plan and implement ICT support and resolution services for at least two different clients problems.

In the course of the above, the candidate must:

  • undertake support and resolution services, including:
  • identifying support requirements and procedures
  • liaising with client contact to determine task alignment
  • documenting support provided
  • liaising with client to obtain feedback
  • act on feedback as appropriate.

Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

  • organisations domain and business structure
  • features and capabilities of industry standard hardware and software products
  • quality assurance practices
  • stakeholder role and degree of stakeholder involvement in organisation
  • structure and purpose of service level agreements (SLAs).

Assessment Conditions

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This includes access to:

  • special purpose tools, equipment and materials required to provide client support services
  • industry standard software packages
  • required organisation’s SLAs
  • organisation’s escalation procedure/s
  • organisation’s documentation processes and style guides.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Links

Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e9d6aff2