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

It applies to frontline technical support individuals who provide information and communications technology (ICT) client support in a small or large office environment.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

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

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. Log requests for support	1.1 Record client support requests and requirements according to organisational standards 1.2 Review client support history and details 1.3 Check the information and request for accuracy and urgency according to organisational standards
2. Prioritise support requests with appropriate personnel	2.1 Identify guidelines for prioritising or rating client requests 2.2 Prioritise client request based on its criticality or effect on business
3. Record support request	3.1 Document support request according to organisational requirements 3.2 Refer requests to appropriate person or department for assistance

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)

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.

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Log requests for support	1.1 Record client support requests and requirements according to organisational standards 1.2 Review client support history and details 1.3 Check the information and request for accuracy and urgency according to organisational standards
2. Prioritise support requests with appropriate personnel	2.1 Identify guidelines for prioritising or rating client requests 2.2 Prioritise client request based on its criticality or effect on business
3. Record support request	3.1 Document support request according to organisational requirements 3.2 Refer requests to appropriate person or department for assistance

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

Assessment Cover Sheet

ICTSAS204 - 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

ICTSAS204 - 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: