Elements and Performance Criteria
- Prepare to communicate and work effectively within an ICT organisation
- Gather input from sources of information to develop, refine and document ICT roles and services in an organisation
- Develop clear knowledge of enterprise policies, procedures and organisational requirements, including principles of equal employment opportunity (EEO) and anti-discrimination
- Identify ICT policy and procedures, and determine whether they are applied in practice
- Determine key players within the organisation and their role and importance
- Use positive and varied communication strategies with ICT clients
- Receive requests and enquiries regarding use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner
- Respond appropriately to client and colleague requirements, and identify options
- Present written information and ideas in clear and concise language to ensure the intended meaning is understood
- Record information or messages and refer client requests to the appropriate person according to organisational procedures
- Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry
- Escalate inquiries that cannot be satisfied immediately
- Supply follow-up information to client as required in a timely manner
- Accommodate cultural differences in the workplace