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

ICTICT209 Mapping and Delivery Guide
Interact with ICT clients

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency ICTICT209 - Interact with ICT clients
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to provide routine information and communications technology (ICT) support to clients in a professional manner.It applies to individuals who, while working under a level of supervision, have responsibility in a frontline technical support capacity to exercise discretion and judgement using appropriate knowledge to provide assistance.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
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: Deliver support to ICT clients
  • Provide support for ICT clients in a courteous and professional manner according to organisational policy
  • Establish and confirm nature of client’s ICT concerns using active listening and questioning
  • Maintain client contact and provide progress information until the problem is resolved
       
Element: Respond to ICT client complaints
  • Respond to ICT client’s concerns and issues, demonstrating a positive, sensitive and helpful attitude
  • Escalate and refer client concerns to support person if required, explaining the nature of issues involved
  • Resolve ICT client complaint using recommendations from the support person
  • Document and record ICT client concerns and solutions, according to organisational guidelines
       
Element: Evaluate received ICT client complaints
  • Analyse recent ICT register
  • Propose proactive training to appropriate person
       


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Deliver support to ICT clients

1.1 Provide support for ICT clients in a courteous and professional manner according to organisational policy

1.2 Establish and confirm nature of client’s ICT concerns using active listening and questioning

1.3 Maintain client contact and provide progress information until the problem is resolved

2. Respond to ICT client complaints

2.1 Respond to ICT client’s concerns and issues, demonstrating a positive, sensitive and helpful attitude

2.2 Escalate and refer client concerns to support person if required, explaining the nature of issues involved

2.3 Resolve ICT client complaint using recommendations from the support person

2.4 Document and record ICT client concerns and solutions, according to organisational guidelines

3. Evaluate received ICT client complaints

3.1 Analyse recent ICT register

3.2 Propose proactive training to appropriate person


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Deliver support to ICT clients

1.1 Provide support for ICT clients in a courteous and professional manner according to organisational policy

1.2 Establish and confirm nature of client’s ICT concerns using active listening and questioning

1.3 Maintain client contact and provide progress information until the problem is resolved

2. Respond to ICT client complaints

2.1 Respond to ICT client’s concerns and issues, demonstrating a positive, sensitive and helpful attitude

2.2 Escalate and refer client concerns to support person if required, explaining the nature of issues involved

2.3 Resolve ICT client complaint using recommendations from the support person

2.4 Document and record ICT client concerns and solutions, according to organisational guidelines

3. Evaluate received ICT client complaints

3.1 Analyse recent ICT register

3.2 Propose proactive training to appropriate person

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
Provide support for ICT clients in a courteous and professional manner according to organisational policy 
Establish and confirm nature of client’s ICT concerns using active listening and questioning 
Maintain client contact and provide progress information until the problem is resolved 
Respond to ICT client’s concerns and issues, demonstrating a positive, sensitive and helpful attitude 
Escalate and refer client concerns to support person if required, explaining the nature of issues involved 
Resolve ICT client complaint using recommendations from the support person 
Document and record ICT client concerns and solutions, according to organisational guidelines 
Analyse recent ICT register 
Propose proactive training to appropriate person 

Forms

Assessment Cover Sheet

ICTICT209 - Interact with ICT clients
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

ICTICT209 - Interact with ICT clients

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: