Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

ICASAS509A Mapping and Delivery Guide
Provide client IT support services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICASAS509A - Provide client IT support services
Description This unit describes the performance outcomes, skills and knowledge required to liaise with client users while providing IT support.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to technical personnel responsible for providing higher technical assistance to users.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: 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
       
Element: 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
       
Element: Gather feedback
  • Submit resolution documentation to client contact
  • Contact client contact to determine satisfaction with support process
  • Conduct follow-up action, as required
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

identify support requirements and procedures

contact client

document support provided

liaise with user to obtain feedback

act on feedback as appropriate.

Context of and specific resources for assessment

Assessment must ensure access to:

SLAs

escalation procedure

documentation processes

appropriate learning and assessment support when required

modified equipment for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

verbal or written questioning to assess candidate's knowledge of:

escalation procedures

SLAs

organisational support procedures

direct observation of candidate liaising with client

review of candidate's call documentation

evaluation of client feedback from candidate's communications.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to:

discuss support needs of clients

explain relevant concepts

initiative and enterprise skills to contribute to solutions and goals of a non-routine or contingency nature

literacy skills to:

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

project-planning skills related to scope, time, cost, quality, communications and risk management

problem-solving skills to gain consensus on concepts

research skills to:

identify information technology within an organisational unit

identify organisational structure and culture

teamwork skills to contribute to solutions and goals of a non-routine or contingency nature

technical skills to provide user support.

Required knowledge

client business domain

current industry-accepted hardware and software products, including their general features and capabilities

help desk and maintenance practices

quality assurance practices relating to IT support

role of stakeholders and degree of stakeholder involvement

current system functionality.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may include:

employees

external organisations

individuals

internal departments.

Service level agreement may include:

business processes and requirements

charge back to business units

different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products

evaluation or audit of service levels

expectations regarding servicing

penalties

specific and quantity service levels

workload and performance considerations.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
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 
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 
Submit resolution documentation to client contact 
Contact client contact to determine satisfaction with support process 
Conduct follow-up action, as required 

Forms

Assessment Cover Sheet

ICASAS509A - Provide client IT support services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

ICASAS509A - Provide client IT support services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: