Assessor Resource

ICTSAS509
Provide client ICT support services

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes the skills and knowledge required to liaise with client users while providing information and communications technology (ICT) support.

It applies to individuals who apply high level technical and specialised knowledge in assisting users.

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)


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify support procedures

1.1 Identify support required by client

1.2 Review support-call documentation to identify client contact person

1.3 Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures

1.4 Verify support requirements with client contact

2. Undertake support

2.1 Provide support activity required by the client

2.2 Maintain communication with client contact throughout support activity by email, phone or other specific process

2.3 Document action taken for support activity

2.4 Acknowledge protocol differences during support activity

3. Gather feedback

3.1 Submit resolution documentation to client contact

3.2 Contact client to determine satisfaction with support process

3.3 Conduct follow up action, as required

Evidence of the ability to:

undertake support services, including:

identifying support requirements and procedures

client contact

documenting support provided

liaise with user to obtain feedback

act on feedback as appropriate.

Note: Evidence must be provided for at least TWO clients.

To complete the unit requirements safely and effectively, the individual must:

describe the client business domain and importance of client contact

compare and contrast the key features and capabilities of current industry accepted hardware and software products

explain help desk and maintenance practices

describe quality assurance practices relating to information and communications technology (ICT) support

discuss the role of stakeholders and degree of stakeholder involvement

evaluate current system functionality

describe the structure and purpose of service level agreements (SLAs).

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

SLAs

escalation procedure/s

documentation processes.

Assessors must satisfy NVR/AQTF assessor requirements.

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify support procedures

1.1 Identify support required by client

1.2 Review support-call documentation to identify client contact person

1.3 Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures

1.4 Verify support requirements with client contact

2. Undertake support

2.1 Provide support activity required by the client

2.2 Maintain communication with client contact throughout support activity by email, phone or other specific process

2.3 Document action taken for support activity

2.4 Acknowledge protocol differences during support activity

3. Gather feedback

3.1 Submit resolution documentation to client contact

3.2 Contact client to determine satisfaction with support process

3.3 Conduct follow up action, as required

Evidence of the ability to:

undertake support services, including:

identifying support requirements and procedures

client contact

documenting support provided

liaise with user to obtain feedback

act on feedback as appropriate.

Note: Evidence must be provided for at least TWO clients.

To complete the unit requirements safely and effectively, the individual must:

describe the client business domain and importance of client contact

compare and contrast the key features and capabilities of current industry accepted hardware and software products

explain help desk and maintenance practices

describe quality assurance practices relating to information and communications technology (ICT) support

discuss the role of stakeholders and degree of stakeholder involvement

evaluate current system functionality

describe the structure and purpose of service level agreements (SLAs).

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

SLAs

escalation procedure/s

documentation processes.

Assessors must satisfy NVR/AQTF assessor requirements.
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
Identify support required by client 
Review support-call documentation to identify client contact person 
Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures 
Verify support requirements with client contact 
Provide support activity required by the client 
Maintain communication with client contact throughout support activity by email, phone or other specific process 
Document action taken for support activity 
Acknowledge protocol differences during support activity 
Submit resolution documentation to client contact 
Contact client to determine satisfaction with support process 
Conduct follow up action, as required 

Forms

Assessment Cover Sheet

ICTSAS509 - Provide client ICT support services
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

ICTSAS509 - Provide client ICT support services

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: