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.
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Prepare to work on a service desk | 1.1 Identify policy and procedures of service desk quality 1.2 Apply concepts and terminology associated with a service desk environment 1.3 Use appropriate service principles |
2. Support a service desk | 2.1 Use service desk systems to open a new service call 2.2 Inform customer of the progress of the call using service principles 2.3 Escalate a service desk call following service principles 2.4 Implement service desk closure principles 2.5 Seek user feedback following closure of a service desk call |
3. Apply continuous improvement to service desk | 3.1 Review service desk records 3.2 Plan methods of improving performance 3.3 Document proposed improvements and submit to appropriate person |
Evidence of the ability to:
provide service desk support
plan and document strategies to improve service desk performance.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
outline:
enterprise escalation policy and procedures
industry best practice in information and communications technology (ICT) service desk support
identify and describe:
basic technical service management terminology
legislation, codes of practice and other formal agreements that directly impact on resolution processes
quality assurance of processes and procedures relating to service desk
service management relating to service desk.
Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the general ICT industry, and include access to:
an ICT service desk environment
current service logs and procedures
service desk software
customer contact technologies currently used in industry.
Assessors must satisfy NVR/AQTF assessor requirements.