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Elements and Performance Criteria

Required Skills

Required skills

communication skills to

clarify the needs of customers

deliver required level and quality of customer service

relate to people from diverse backgrounds and people with diverse abilities

request advice receive feedback and work with a team

literacy skills to interpret

relevant organisational policies and governance documentation

technical information such as maintenance requirements for equipment

planning and organisational skills to plan work priorities and arrangements

technical skills to

match equipment service requirements with maintenance processes

use IT equipment operating systems and software

Required knowledge

current industryaccepted hardware and software

products with broad knowledge of features and capabilities

product directions

operational environment

company products

organisational policies and procedures that cover

code of conduct

mission statement

routine work processes

systems management structure and governance arrangements

principles of EEO and antidiscrimination

role and positioning of IT within the overall business objectives of the organisation

Evidence Required

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

process internal and external requests according to organisational policies and requirements

respond promptly to client enquiries and requests from colleagues

Context of and specific resources for assessment

Assessment must ensure access to

a range of IT equipment operating systems software and technical information

organisational policies procedures and governance documents

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 responding to clients requests and enquiries relating to the organisations IT systems equipment and software

review of candidates collection of documented written messages and records

verbal or written questioning to assess candidates knowledge of organisational key roles and technical capability and requirements

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 nonEnglish speaking background may need additional support

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge

Range Statement

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.

Sources of information may include:	brochures and pamphlets campaign briefs internet and intranet instruction or product manuals supervisors and other staff.
Enterprise policies and procedures may include:	financial and decision-making delegations referral and escalation paths scope of the services to be provided.
Organisational requirements may include:	access and equity principles and practice business and performance plans defined resource parameters ethical standards goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs quality and continuous improvement processes and standards quality assurance and procedures manual.
Key players may include:	employer organisations industry publications and government departments involved in IT industry promotion IT organisations IT professional bodies relevant unions vendors of IT products and services.
Equipment may include:	hard drives hubs modems and other connectivity devices, such as digital subscriber line (DSL) modems monitors personal computers (PCs) personal digital assistants (PDAs) printers switches workstations other peripheral devices.
Operating systems may include:	GNU and Linux Mac OS X Microsoft Windows Unix-like operating systems: HP-UX IBM AIX Silicon Graphics IRIX Sun Solaris.
Software may include:	commercial software applications organisation-specific software.
Respond appropriately may relate to:	answering enquiries promptly and appropriately discussing, agreeing and recording supply arrangements with client recording details in enterprise system using appropriate questioning and active listening techniques to understand client needs and determine support requirements using clear, simple and easy to understand language ensuring responses are comprehensive.
Client may include:	employees external organisations individuals internal departments work colleagues.
Written information may include:	briefing notes electronic mail fax general correspondence handwritten and printed materials internal memos telephone messages.
Appropriate person may include:	authorised business representative client supervisor.
Cultural differences may relate to:	content of emails and business documents customer service design of templates policies relating to safety standards quality security the way people interact with each other.