Assessor Resource

ICAICT209A
Interact with ICT clients

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies to frontline technical support personnel who interact with clients in an ICT support role. Communicating effectively and simplifying technical problems are key components of client support roles.

This unit describes the performance outcomes, skills and knowledge required to provide routine information and communications technology (ICT) client support in a professional manner.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.


Employability Skills

This unit contains employability skills.




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of ability to:

provide routine ICT client support in a professional manner

refer client concerns to support person if required, according to escalation procedures

resolve client complaints

document and record client concerns and solutions, according to organisational guidelines.

Context of and specific resources for assessment

Assessment must ensure access to:

personal computer

relevant organisational guidelines

relevant documentation

site where routine ICT client support may be demonstrated

appropriate learning and assessment support when required.

Where applicable, physical resources should include equipment modified for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of candidate interacting with and providing support for clients

direct observation of candidate escalating client concerns to support person

verbal or written questioning to assess candidate’s knowledge of enterprise escalation procedures

review of documentation of client concerns and solutions.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communications skills to:

establish and confirm nature of client concerns

liaise with clients and ICT support

respond to clients from diverse cultural and other backgrounds

customer-service skills to provide support for clients in a courteous and professional manner

decision-making skills applied to a limited range of options

problem-solving skills to resolve client complaints.

Required knowledge

current industry-accepted hardware and software products, with broad knowledge of general features and capabilities

general knowledge of the ICT client business domain and business-critical functions

general knowledge of organisational systems and working environment

organisational policies for external and internal client contact.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

ICT clients may include:

external organisations

ICT administrators

ICT users

individuals

internal departments

vendors.

Support person may include:

help-desk person

subject matter expert

supervisor

vendor business representative.

Organisational guidelines may include:

access to software

communication methods

content of emails

dispute resolution

document procedures and templates

downloading information and accessing particular websites

financial control mechanisms

opening mail with attachments

personal use of emails and internet access

virus risk.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Provide support for ICT clients in a courteous and professional manner according to organisational policy 
Establish and confirm nature of client’s ICT concerns using active listening and questioning 
Maintain client contact and provide progress information until the problem is resolved 
Respond to ICT clients concerns and issues demonstrating a positive, sensitive and helpful attitude 
Escalate and refer client concerns to support person if required, explaining the nature of issues involved 
Resolve ICT client complaint using recommendations from the support person 
Document and record ICT client concerns and solutions, according to organisational guidelines 
Analyse recent ICT register 
Propose proactive training to appropriate person 

Forms

Assessment Cover Sheet

ICAICT209A - Interact with ICT clients
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

ICAICT209A - Interact with ICT clients

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: