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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge
Required Skills
discuss support needs of clients
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
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
help desk and maintenance practices
quality assurance practices relating to IT support