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

ICTSAS420 Mapping and Delivery Guide
Provide first-level remote help desk support

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency ICTSAS420 - Provide first-level remote help desk support
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to resolve first-level user support difficulties or change requests remotely.It applies to experienced 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 and remote help desk support to clients.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.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the system administration and support field of work and include access to special purpose tools, equipment, materials and industry software packages including:

customer service policies

user support policies

escalation procedures

communications hardware.

Assessors must satisfy NVR/AQTF assessor requirements.
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: Determine the user support issue
  • Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services
  • Clarify the user support difficulty or change request with client, using active listening and questioning techniques where possible
  • Confirm the nature of the user support difficulty or change request with client, using technical language that is understandable by the client
       
Element: Identify the hardware or software being used by the customer or client
  • Identify the software, hardware, network connection or application being used by the client
  • Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning techniques
  • Step the client back to the beginning of the process using plain English
  • Walk the client through the process in a clear and logical manner
       
Element: Confirm resolution of user support issue
  • Determine, describe and eliminate factors that may have created the user support issue or permit it to recur
  • Explain and guide the client through a complete recovery and resolution process for the issue or change request
  • Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs
  • Offer next level escalation or lodgement of change request, explaining cost involved, if user request is not possible to resolve under current circumstances
  • Document changes where appropriate
       
Element: Maintain communication link
  • Confirm resolution of difficulty with client according to client service policy
  • Confirm client satisfaction with the current service according to client service policy
  • 4.3 Inform client of additional support or services available, according to the organisation's client service policy
  • 4.4 Provide the client with additional information related to products and services offered by the organisation, as required by the organisation's sales promotion requirements
  • Complete the client contact records according to the client service requirements
       


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. Determine the user support issue

1.1 Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services

1.2 Clarify the user support difficulty or change request with client, using active listening and questioning techniques where possible

1.3 Confirm the nature of the user support difficulty or change request with client, using technical language that is understandable by the client

2. Identify the hardware or software being used by the customer or client

2.1 Identify the software, hardware, network connection or application being used by the client

2.2 Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning techniques

2.3 Step the client back to the beginning of the process using plain English

2.4 Walk the client through the process in a clear and logical manner

3. Confirm resolution of user support issue

3.1 Determine, describe and eliminate factors that may have created the user support issue or permit it to recur

3.2 Explain and guide the client through a complete recovery and resolution process for the issue or change request

3.3 Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs

3.4 Offer next level escalation or lodgement of change request, explaining cost involved, if user request is not possible to resolve under current circumstances

3.5 Document changes where appropriate

4. Maintain communication link

4.1 Confirm resolution of difficulty with client according to client service policy

4.2 Confirm client satisfaction with the current service according to client service policy

4.3 Inform client of additional support or services available, according to the organisation's client service policy

4.4 Provide the client with additional information related to products and services offered by the organisation, as required by the organisation's sales promotion requirements

4.5 Complete the client contact records according to the client service requirements

Evidence of the ability to:

identify the user difficulty and support required

resolve first-level user support difficulties remotely

demonstrate customer service skills

obtain client feedback and document problem resolution.

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

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

describe the key features of customer service policies and procedures

identify and discuss the range of contexts where escalation procedures are required

identify the work health and safety (WHS) procedures related to the work environment and organisational requirements

describe user support policies of limited complexity related to known or commonly used options.

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. Determine the user support issue

1.1 Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services

1.2 Clarify the user support difficulty or change request with client, using active listening and questioning techniques where possible

1.3 Confirm the nature of the user support difficulty or change request with client, using technical language that is understandable by the client

2. Identify the hardware or software being used by the customer or client

2.1 Identify the software, hardware, network connection or application being used by the client

2.2 Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning techniques

2.3 Step the client back to the beginning of the process using plain English

2.4 Walk the client through the process in a clear and logical manner

3. Confirm resolution of user support issue

3.1 Determine, describe and eliminate factors that may have created the user support issue or permit it to recur

3.2 Explain and guide the client through a complete recovery and resolution process for the issue or change request

3.3 Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs

3.4 Offer next level escalation or lodgement of change request, explaining cost involved, if user request is not possible to resolve under current circumstances

3.5 Document changes where appropriate

4. Maintain communication link

4.1 Confirm resolution of difficulty with client according to client service policy

4.2 Confirm client satisfaction with the current service according to client service policy

4.3 Inform client of additional support or services available, according to the organisation's client service policy

4.4 Provide the client with additional information related to products and services offered by the organisation, as required by the organisation's sales promotion requirements

4.5 Complete the client contact records according to the client service requirements

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
Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services 
Clarify the user support difficulty or change request with client, using active listening and questioning techniques where possible 
Confirm the nature of the user support difficulty or change request with client, using technical language that is understandable by the client 
Identify the software, hardware, network connection or application being used by the client 
Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning techniques 
Step the client back to the beginning of the process using plain English 
Walk the client through the process in a clear and logical manner 
Determine, describe and eliminate factors that may have created the user support issue or permit it to recur 
Explain and guide the client through a complete recovery and resolution process for the issue or change request 
Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs 
Offer next level escalation or lodgement of change request, explaining cost involved, if user request is not possible to resolve under current circumstances 
Document changes where appropriate 
Confirm resolution of difficulty with client according to client service policy 
Confirm client satisfaction with the current service according to client service policy 
4.3 Inform client of additional support or services available, according to the organisation's client service policy 
4.4 Provide the client with additional information related to products and services offered by the organisation, as required by the organisation's sales promotion requirements 
Complete the client contact records according to the client service requirements 

Forms

Assessment Cover Sheet

ICTSAS420 - Provide first-level remote help desk support
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

ICTSAS420 - Provide first-level remote help desk support

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: