ICASAS509A
Provide client IT support services
This unit describes the performance outcomes, skills and knowledge required to liaise with client users while providing IT support.
Application
This unit applies to technical personnel responsible for providing higher technical assistance to users.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Identify support procedures | 1.1 Identify support required by client 1.2 Review support call documentation to identify client contact person 1.3 Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures 1.4 Verify support requirements with client contact |
2. Undertake support | 2.1 Provide support activity required by the client 2.2 Maintain communication with client contact throughout support activity by email, phone or other specific process 2.3 Document action taken for support activity 2.4 Acknowledge protocol differences during support activity |
3. Gather feedback | 3.1 Submit resolution documentation to client contact 3.2 Contact client contact to determine satisfaction with support process 3.3 Conduct follow-up action, as required |
Required Skills
Required skills
communication skills to:
discuss support needs of clients
explain relevant concepts
initiative and enterprise skills to contribute to solutions and goals of a non-routine or contingency nature
literacy skills to:
document and interpret procedures and service level agreements
report on service history issues
planning and organisational skills to:
assign support personnel according to human resource processes
deliver on scope, time, cost and quality
establish procedures for providing support
organise equitable workloads for team members
promote communications and manage risk
project-planning skills related to scope, time, cost, quality, communications and risk management
problem-solving skills to gain consensus on concepts
research skills to:
identify information technology within an organisational unit
identify organisational structure and culture
teamwork skills to contribute to solutions and goals of a non-routine or contingency nature
technical skills to provide user support.
Required knowledge
client business domain
current industry-accepted hardware and software products, including their general features and capabilities
help desk and maintenance practices
quality assurance practices relating to IT support
role of stakeholders and degree of stakeholder involvement
current system functionality.
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: identify support requirements and procedures contact client document support provided liaise with user to obtain feedback act on feedback as appropriate. |
Context of and specific resources for assessment | Assessment must ensure access to: SLAs escalation procedure documentation processes 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: escalation procedures SLAs organisational support procedures direct observation of candidate liaising with client review of candidate's call documentation evaluation of client feedback from candidate's communications. |
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.
Client may include: | employees external organisations individuals internal departments. |
Service level agreement may include: | business processes and requirements charge back to business units different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products evaluation or audit of service levels expectations regarding servicing penalties specific and quantity service levels workload and performance considerations. |
Sectors
Systems administration and support
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.