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

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 to determine satisfaction with support process
   • Conduct follow up action, as required

Performance Evidence

Evidence of the ability to:

undertake support services, including:

identifying support requirements and procedures

client contact

documenting support provided

liaise with user to obtain feedback

act on feedback as appropriate.

Note: Evidence must be provided for at least TWO clients.

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Knowledge Evidence

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

describe the client business domain and importance of client contact

compare and contrast the key features and capabilities of current industry accepted hardware and software products

explain help desk and maintenance practices

describe quality assurance practices relating to information and communications technology (ICT) support

discuss the role of stakeholders and degree of stakeholder involvement

evaluate current system functionality

describe the structure and purpose of service level agreements (SLAs).

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