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Elements and Performance Criteria

1. Identify support procedures
   • 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
2. Undertake support
   • 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
3. Gather feedback
   • Submit resolution documentation to client contact
   • Contact client contact to determine satisfaction with support process
   • Conduct follow-up action, as required

Required Skills

Required skills

communication skills to

discuss support needs of clients

explain relevant concepts

initiative and enterprise skills to contribute to solutions and goals of a nonroutine or contingency nature

literacy skills to

document and interpret procedures and service level agreements

report on service history issues

planning and organisational skills to

assign support personnel according to human resource processes

deliver on scope time cost and quality

establish procedures for providing support

organise equitable workloads for team members

promote communications and manage risk

projectplanning skills related to scope time cost quality communications and risk management

problemsolving skills to gain consensus on concepts

research skills to

identify information technology within an organisational unit

identify organisational structure and culture

teamwork skills to contribute to solutions and goals of a nonroutine or contingency nature

technical skills to provide user support

Required knowledge

client business domain

current industryaccepted hardware and software products including their general features and capabilities

help desk and maintenance practices

quality assurance practices relating to IT support

role of stakeholders and degree of stakeholder involvement

current system functionality

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 identify support requirements and procedures contact client document support provided liaise with user to obtain feedback act on feedback as appropriate
Context of and specific resources for assessment	Assessment must ensure access to SLAs escalation procedure documentation processes 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 verbal or written questioning to assess candidates knowledge of escalation procedures SLAs organisational support procedures direct observation of candidate liaising with client review of candidates call documentation evaluation of client feedback from candidates communications
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:	employees external organisations individuals internal departments.
Service level agreement may include:	business processes and requirements charge back to business units different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products evaluation or audit of service levels expectations regarding servicing penalties specific and quantity service levels workload and performance considerations.

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