Assessor Resource

ICASAS204A
Record client support requirements

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to frontline technical support personnel who provide information and communications technology (ICT) client support in a small or large office environment. Communicating effectively and simplifying technical problems are key components of client support roles.

This unit describes the performance outcomes, skills and knowledge required to record, prioritise and escalate client support requests.

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 the ability to:

log and record calls according to organisational policy and procedures

prioritise and escalate client support requests according to organisational policy and procedures.

Context of and specific resources for assessment

Assessment must ensure access to:

a site where logging and recording of client support may be recorded and prioritised

client support history records

organisational policy and procedures related to:

critical process

escalation procedures

logging procedures

prioritising client requests

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 logging and recording calls

review of reports completed as part of client history

verbal or written questioning of candidate’s ability to communicate with appropriate persons involved with client support.

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

communication skills to:

gather client information

clarify client requirements

conflict-resolution skills and customer-service skills to deal with requests for support

literacy skills to interpret general workplace documentation

planning and organisational skills to prioritise work requests

Required knowledge

broad knowledge of:

diagnostic tools

escalation procedures

maintenance procedures

business scheduling requirements

current business practices to prepare reports

organisational procedures to rate and prioritise client requests

roles and responsibilities of information technology (IT) division

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.

Client may include:

external organisations

individuals

internal departments.

Organisationalstandards may include:

client liaison policy

escalation procedures

logged call procedures

preventative maintenance and diagnostic policy

roles and technical responsibilities in the IT department

security procedures

vendor and product service level support agreements.

Appropriateperson may include:

help-desk person

subject matter expert

supervisor

vendor business representative.

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
Record client support requests and requirements according to organisational standards 
Review client support history and details 
Check the information and request for accuracy and urgency according to organisational standards 
Identify guidelines for prioritising or rating client requests 
Prioritise client request based on its criticality or effect on business 
Document support request according to organisational requirements 
Refer requests to appropriate person or department for assistance 

Forms

Assessment Cover Sheet

ICASAS204A - Record client support requirements
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

ICASAS204A - Record client support requirements

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: