Application
This unit applies to individuals undertaking an information and communications technology (ICT) user-support role in a small office environment.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Prepare to communicate and work effectively within an IT organisation | 1.1 Gather input from sources of information to develop, refine and document the ICT roles and services in an organisation 1.2 Develop clear knowledge of enterprise policies, procedures and organisational requirements 1.3 Document IT policy and procedures and determine whether they are applied in practice 1.4 Determine key players within the organisation and their role and importance |
2. Use positive and varied communication strategies with ICT clients | 2.1 Receive requests and enquiries regarding the use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner 2.2 Respond appropriately to client and colleague requirements and identify options 2.3 Present written information and ideas in clear and concise language to ensure the intended meaning is understood 2.4 Record information or messages and refer client requests to the appropriate person according to organisational procedures 2.5 Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry 2.6 Escalate inquiries that cannot be satisfied immediately 2.7 Supply follow-up information to client as required in a timely manner 2.8 Accommodate cultural differences in the workplace |
Required Skills
Required skills
communication skills to:
clarify the needs of customers
deliver required level and quality of customer service
relate to people from diverse backgrounds and people with diverse abilities
request advice, receive feedback and work with a team
literacy skills to interpret:
relevant organisational policies and governance documentation
technical information, such as maintenance requirements for equipment
planning and organisational skills to plan work priorities and arrangements
technical skills to:
match equipment service requirements with maintenance processes
use IT equipment, operating systems and software.
Required knowledge
current industry-accepted hardware and software:
products, with broad knowledge of features and capabilities
product directions
operational environment:
customer base
company products
services
organisational policies and procedures that cover:
code of conduct
mission statement
routine work processes
systems, management structure and governance arrangements
principles of EEO and anti-discrimination
role and positioning of IT within the overall business objectives of the organisation.
Evidence Required
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: process internal and external requests according to organisational policies and requirements respond promptly to client enquiries and requests from colleagues. |
Context of and specific resources for assessment | Assessment must ensure access to: a workstation a range of IT equipment, operating systems, software and technical information organisational policies, procedures and governance documents appropriate learning and assessment support when required. Where applicable, physical resources should include equipment modified 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: direct observation of candidate responding to clients’ requests and enquiries relating to the organisation’s IT systems, equipment and software review of candidate’s collection of documented written messages and records verbal or written questioning to assess candidate’s knowledge of organisational key roles, and technical capability and requirements. |
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. |
Range Statement
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.
Sources of information may include: | brochures and pamphlets campaign briefs internet and intranet instruction or product manuals supervisors and other staff. |
Enterprise policies and procedures may include: | financial and decision-making delegations referral and escalation paths scope of the services to be provided. |
Organisational requirements may include: | access and equity principles and practice business and performance plans defined resource parameters ethical standards goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs quality and continuous improvement processes and standards quality assurance and procedures manual. |
Key players may include: | employer organisations industry publications and government departments involved in IT industry promotion IT organisations IT professional bodies relevant unions vendors of IT products and services. |
Equipment may include: | hard drives hubs modems and other connectivity devices, such as digital subscriber line (DSL) modems monitors personal computers (PCs) personal digital assistants (PDAs) printers switches workstations other peripheral devices. |
Operating systems may include: | GNU and Linux Mac OS X Microsoft Windows Unix-like operating systems: HP-UX IBM AIX Silicon Graphics IRIX Sun Solaris. |
Software may include: | commercial software applications organisation-specific software. |
Respond appropriately may relate to: | answering enquiries promptly and appropriately discussing, agreeing and recording supply arrangements with client recording details in enterprise system using appropriate questioning and active listening techniques to understand client needs and determine support requirements using clear, simple and easy to understand language ensuring responses are comprehensive. |
Client may include: | employees external organisations individuals internal departments work colleagues. |
Written information may include: | briefing notes electronic mail fax general correspondence handwritten and printed materials internal memos telephone messages. |
Appropriate person may include: | authorised business representative client supervisor. |
Cultural differences may relate to: | content of emails and business documents customer service design of templates policies relating to safety standards quality security the way people interact with each other. |
Sectors
General ICT
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.