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