Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
ICTWOR306 Mapping and Delivery Guide
Resolve technical enquiries using multiple information systems
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | ICTWOR306 - Resolve technical enquiries using multiple information systems |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the skills and knowledge required to remotely support the resolution of complex technical enquiries related to a product or service. It applies to individuals in a call centre environment with a background in telecommunications and experience in client access networks and client infrastructure, including equipment and cabling, who use multiple information systems to both obtain and record client information.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 telecommunications – workplace effectiveness field of work and include access to: a client contact centre current client contact technologies relevant regulatory and equipment documentation that impacts on work activities. Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards. |
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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: Initiate contact with client |
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Element: Obtain information from multiple information systems |
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Element: Develop plan to resolve enquiry |
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Element: Implement plan to resolve enquiry |
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