This unit applies to individuals who work in IT service roles and are responsible for providing IT service desk support.
Elements and Performance Criteria
1. Prepare to work on a service desk
1.1 Identify principles of service desk quality
1.2 Apply concepts and terminology associated with a service desk environment
1.3 Use appropriate service principles
2. Support a service desk
2.1 Use service desk systems to open a new service call
2.2 Inform customer of the progress of the call using service principles
2.3 Escalate a service desk call following service principles
2.4 Implement service desk closure principles
2.5 Seek user feedback following closure of a service desk call
3. Apply continuous improvement to service desk
3.1 Review service desk records
3.2 Plan methods of improving performance
3.3 Document proposed improvements and submit to appropriate person
communication skills to liaise with internal and external personnel on technical, operational and business-related matters
literacy skills to:
document service desk
read and interpret enterprise procedures, manuals and specifications
planning and organisational skills to plan, prioritise and monitor own work
problem-solving and contingency-management skills to adapt procedures to local requirements and reconfigure depending on differing operational contingencies, risk situations and environments
research skills to research industry best practice
technical skills to advise on a range of IT support procedures.
detailed knowledge of:
enterprise escalation policy and procedures
industry best practice in IT service desk support
overview knowledge of:
basic technical terminology in relation to service management
legislation, codes of practice and other formal agreements that directly impact on resolution processes
quality assurance of processes and procedures relating to service desk
service management relating to service desk.
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:
follow procedures and processes to provide service desk support
plan and document strategies to improve service desk performance.
Context of and specific resources for assessment
Assessment must ensure access to:
IT service desk environment
current service logs and procedures
service desk software
customer contact technologies currently used in industry
appropriate learning and assessment support when required
modified equipment 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:
verbal or written questioning to assess candidate’s knowledge of service management and quality processes
review of candidate's documented service management processes
evaluation of candidate's service management procedures.
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.
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.
Quality may include:
capability maturity model integration (CMMI)
ISO standard 17025/IEC standard 20000.
Concepts and terminology may include:
change types (normal, standard and emergency)
configuration management system
definitive media library (DML)
impact, urgency and priority
known error database (KEDB)
operational level agreement (OLA)
release and release policy
resources, capabilities and assets
service design package
service knowledge management system (SKMS)
service level agreement (SLA)
utility and warranty
Service desk environment may include:
local, central or virtual service desk.
Service principles may include:
communication by keeping the customer informed of progress and advising on workarounds
ease of use for customers
incident control using life cycle management of all service requests
single point of contact (SPOC) and not necessarily the first point of contact (FPOC)
single point of entry
single point of exit
streamlined communication channels.
Service desk systems may include:
Acacia Help Desk
Aegis Service Desk
Internet Software Sciences
LBE Help Desk Software
the BridgeTrak Suite.
Service desk records may include:
calls on specific problems
calls solved by specific staff
length of open calls.
This unit contains employability skills.
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.