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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Log requests for support
  2. Prioritise support requests with appropriate personnel
  3. Record support request

Required Skills

Required skills

communication skills to

gather client information

clarify client requirements

conflictresolution skills and customerservice skills to deal with requests for support

literacy skills to interpret general workplace documentation

planning and organisational skills to prioritise work requests

Required knowledge

broad knowledge of

diagnostic tools

escalation procedures

maintenance procedures

business scheduling requirements

current business practices to prepare reports

organisational procedures to rate and prioritise client requests

roles and responsibilities of information technology IT division

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

log and record calls according to organisational policy and procedures

prioritise and escalate client support requests according to organisational policy and procedures

Context of and specific resources for assessment

Assessment must ensure access to

a site where logging and recording of client support may be recorded and prioritised

client support history records

organisational policy and procedures related to

critical process

escalation procedures

logging procedures

prioritising client requests

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 logging and recording calls

review of reports completed as part of client history

verbal or written questioning of candidates ability to communicate with appropriate persons involved with client support

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.

Client may include:

external organisations

individuals

internal departments.

Organisationalstandards may include:

client liaison policy

escalation procedures

logged call procedures

preventative maintenance and diagnostic policy

roles and technical responsibilities in the IT department

security procedures

vendor and product service level support agreements.

Appropriateperson may include:

help-desk person

subject matter expert

supervisor

vendor business representative.