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. Determine support issues | 1.1 Review current client support procedures followed by the organisation if appropriate 1.2 Gather feedback from client detailing positive and negative aspects of their contact with the organisation 1.3 Gather feedback from user who executes client support procedures, detailing problems with current methods |
2. Develop client support procedures | 2.1 Create or update client support procedures using information gathered from client and user 2.2 Forward new client support procedures to appropriate person for review |
3. Provide recommended changes for client support policy | 3.1 Evaluate feedback on client support policy 3.2 Incorporate changes to client support policy 3.3 Determine impact the new policy will have on organisational guidelines and client interactions 3.4 Prepare report detailing changes in policy and impact on the client and user in a clear and concise manner 3.5 Forward report and updated policy to appropriate person for approval |
4. Update documented client support policy | 4.1 Amend policies to include new client support procedures 4.2 Issue new policies to clients and users in line with organisational guidelines 4.3 Maintain policy updates in line with organisational guidelines |
Evidence of the ability to:
evaluate and analyse existing client support policy and procedures
create or update procedures for current or emerging needs
elicit feedback and review proposed changes
make recommendations on new changes
update and maintain policies.
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:
discuss current trends and issues in information and communications technology (ICT) relevant to client support
describe the key features of the organisational guidelines for client maintenance and administration
explain the key features of organisational policy for access and security
describe the review process and its key stages.
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 systems administration and support field of work and include access to:
special purpose tools, equipment and materials
industry software packages
sites, peers and supervisors to identify the extent and quality of the contribution required
information about systems or networks to be supported
technical manuals, tools and organisational guidelines
current business requirements and documentation standards.
Assessors must satisfy NVR/AQTF assessor requirements.