1. Log requests for support

1.1 Record client support requests and requirements according to organisational standards

1.2 Review client support history and details

1.3 Check the information and request for accuracy and urgency according to organisational standards

2. Prioritise support requests with appropriate personnel

2.1 Identify guidelines for prioritising or rating client requests

2.2 Prioritise client request based on its criticality or effect on business

3. Record support request

3.1 Document support request according to organisational requirements

3.2 Refer requests to appropriate person or department for assistance

Required skills

communication skills to:

gather client information

clarify client requirements

conflict-resolution skills and customer-service skills to deal with requests for support

literacy skills to interpret general workplace documentation

planning and organisational skills to prioritise work requests

Required knowledge

broad knowledge of:

diagnostic tools

escalation procedures

maintenance procedures

business scheduling requirements

current business practices to prepare reports

organisational procedures to rate and prioritise client requests

roles and responsibilities of information technology (IT) division

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:

log and record calls according to organisational policy and procedures

prioritise and escalate client support requests according to organisational policy and procedures.

Context of and specific resources for assessment

Assessment must ensure access to:

a site where logging and recording of client support may be recorded and prioritised

client support history records

organisational policy and procedures related to:

critical process

escalation procedures

logging procedures

prioritising client requests

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 logging and recording calls

review of reports completed as part of client history

verbal or written questioning of candidate’s ability to communicate with appropriate persons involved with client support.

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.

Client may include:

external organisations

individuals

internal departments.

Organisationalstandards may include:

client liaison policy

escalation procedures

logged call procedures

preventative maintenance and diagnostic policy

roles and technical responsibilities in the IT department

security procedures

vendor and product service level support agreements.

Appropriateperson may include:

help-desk person

subject matter expert

supervisor

vendor business representative.