Application
This unit describes the skills and knowledge required to record, prioritise and escalate client support requests.
It applies to frontline technical support individuals who provide information and communications technology (ICT) client support in a small or large office environment.
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. 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 |
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- 1.3, 2.1, 2.2 | Interprets familiar textual information from a range of sources to identify and review practices and determine that appropriate standards have been maintained |
Writing | 1.1, 3.1, 3.2 | Develops materials and resources using simple vocabulary to accurately convey and record client information according to requirements and standards |
Navigate the world of work | 1.1-1.3, 2.1-2.2, 3.1-3.2 | Understands roles and responsibilities for task and makes basic decisions on work completion parameters in accordance with organisational standards |
Interact with others | 3.2 | Identifies and takes steps to follow accepted communication practices and protocols |
Get the work done | 1.1-1.3, 2.1-2.2, 3.1-3.2 | Plans and implements routine tasks, aiming to achieve them efficiently Makes low-impact decisions within familiar situations, based on a range of predefined or routine solutions, and evaluates the effectiveness of the outcome Understands the purposes, specific functions and key features of common digital systems and tools, and operates them effectively to complete routine tasks |
Sectors
Systems administration and support