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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. Determine support issues
   • Review current client support procedures followed by the organisation if appropriate
   • Gather feedback from client detailing positive and negative aspects of their contact with the organisation
   • Gather feedback from user who executes client support procedures, detailing problems with current methods
2. Develop client support procedures
   • Create or update client support procedures using information gathered from the client and the user
   • Forward new client support procedures to appropriate person for review
3. Provide recommended changes for client support policy
   • Evaluate feedback on client support policy
   • Incorporate changes to client support policy
   • Determine the impact the new policy will have on organisational guidelines and client interactions
   • Prepare a report detailing changes in policy and the impact on the client and the user in a clear and concise manner
   • Forward the report and the updated policy to appropriate person for approval
4. Update documented client support policy
   • Amend policies to include new client support procedures
   • Issue new policies to clients and users in line with organisational guidelines
   • Maintain policy updates in line with organisational guidelines

Required Skills

Required skills

analytical skills to

determine the impact of policy changes

evaluate feedback on client support policy

communication skills to

effectively use questioning and active listening techniques

gather feedback from users

liaise with technical team members

initiative and enterprise skills to identify potential improvements to client support policies

literacy skills to

evaluate reports

prepare reports and update or amend support policies

read and interpret technical manuals and technical workplace documentation

review current support procedures and update accordingly based on feedback

problemsolving skills to determine issues around current methods of supporting users

Required knowledge

current trends and issues in IT

organisational guidelines for client maintenance and administration

organisational policy for access and security

review process and its stages

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 evaluate and analyse existing client support policy and procedures develop new criteria and procedures for performing current practices that cater for emerging client needs
Context of and specific resources for assessment	Assessment must ensure access to 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 appropriate learning and assessment support when required modified equipment 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 review of client feedback and resulting amendments to client support procedures and policies review of a report prepared detailing changes in policy and the impact on the client and the user verbal or written questioning to assess candidates knowledge of organisational guidelines
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

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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:	employee external organisation individual internal department.
User may include:	department within the organisation person within a department third party.
Appropriate person may include:	authorised business representative client IT manager project manager supervisor team leader user support specialist.
Organisational guidelines may include:	communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk.

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