Application
This unit describes the skills and knowledge required to apply the principles of service management when working in an information and communications technology (ICT) service desk environment.
It applies to individuals who work in ICT service roles and are responsible for providing ICT service desk support.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Prepare to work on a service desk | 1.1 Identify policy and procedures 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 |
Evidence of Performance
Evidence of the ability to:
provide service desk support
plan and document strategies to improve service desk performance.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
outline:
enterprise escalation policy and procedures
industry best practice in information and communications technology (ICT) service desk support
identify and describe:
basic technical service management terminology
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.
Assessment Conditions
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 general ICT industry, and include access to:
an ICT service desk environment
current service logs and procedures
service desk software
customer contact technologies currently used in industry.
Assessors must satisfy NVR/AQTF assessor requirements.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 3.1 | Identifies and interprets textual and organisational documentation containing ICT specific terminology to service desk quality, and review records |
Writing | 2.5, 3.3 | Uses clear, concise language, correct spelling and grammar, and relevant ICT terminology to obtain feedback and document proposed improvements |
Oral Communication | 1.2, 1.3, 2.1-2.5 | Employs a courteous manner, appropriate tone, detailed and clear language, specific ICT terminology, and effective listening and questioning techniques together with reflective responses to elicit customer information and give and receive feedback |
Interact with others | 3.3 | Actively identifies the requirements of important communication exchanges, selecting appropriate channels, format, tone and content to suit purpose and audience |
Get the work done | 1.1, 1.2, 2.1, 2.4, 3.2 | Takes responsibility for defining key aspects of own workload, balancing own needs and priorities with customers’ needs Demonstrates a sophisticated understanding of principles, concepts, language and practices associated with the digital world and uses these to troubleshoot and understand the uses and potential of new technology |
Sectors
General ICT