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 |
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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. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Determine the user support issue |
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Element: Identify the hardware or software being used by the customer or client |
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Element: Confirm resolution of user support issue |
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Element: Maintain communication link |
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