Elements and Performance Criteria
- Review client support issues
- Provide advice on software, hardware or network
- Confirm software, hardware or network requirements with client
- Investigate and document a solution
- Document additional requirements identified in the investigation and refer them to the client
- Obtain approval from client to implement the solution
- Investigate and document amount of technical support client may require
- Discuss and agree level of technical support identified with client
- Arrange time with client when support will take place
- Provide technical support as part of group or one-to-one instruction to the client
- Provide manuals and help documentation to client
- Obtain client feedback
- Create an appropriate evaluation or feedback form or other mechanism to gather feedback about solution and support provided
- Provide client with instructions on how to complete form or use other means of providing feedback
- Distribute evaluation or feedback to client
- Review feedback from client to identify areas for improvement