Google Links

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

Elements and Performance Criteria

1. Prepare to work on a service desk
   • Identify policy and procedures of service desk quality
   • Apply concepts and terminology associated with a service desk environment
   • Use appropriate service principles
2. Support a service desk
   • Use service desk systems to open a new service call
   • Inform customer of the progress of the call using service principles
   • Escalate a service desk call following service principles
   • Implement service desk closure principles
   • Seek user feedback following closure of a service desk call
3. Apply continuous improvement to service desk
   • Review service desk records
   • Plan methods of improving performance
   • Document proposed improvements and submit to appropriate person

Performance Evidence

Evidence of the ability to:

provide service desk support

plan and document strategies to improve service desk performance.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

outline:

enterprise escalation policy and procedures

industry best practice in information and communications technology (ICT) service desk support

identify and describe:

basic technical service management terminology

legislation, codes of practice and other formal agreements that directly impact on resolution processes

quality assurance of processes and procedures relating to service desk

service management relating to service desk.

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