ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Review client support issues

1.1 Check for new problems logged by client

1.2 Check previous logs for similar problems or requests from client

1.3 Investigate and document support issues affecting client

1.4 Notify client of the results of investigation and provide advice and support on findings

1.5 Obtain client feedback and make changes

2. Provide advice on software, hardware or network

2.1 Confirm software, hardware or network requirements with client

2.2 Investigate and document a solution

2.3 Document additional requirements identified in the investigation and refer them to the client

2.4 Obtain approval from client to implement the solution

2.5 Investigate and document amount of technical support client may require

2.6 Discuss and agree level of technical support identified with client

2.7 Arrange time with client when support will take place

2.8 Provide technical support as part of group or one-to-one instruction to the client

2.9 Provide manuals and help documentation to client

3. Obtain client feedback

3.1 Create an appropriate evaluation or feedback form or other mechanism to gather feedback about solution and support provided

3.2 Provide client with instructions on how to complete form or use other means of providing feedback

3.3 Distribute evaluation or feedback to client

3.4 Review feedback from client to identify areas for improvement

Skill

Performance Criteria

Description

Reading

1.1-1.3 , 1.5, 2.2, 2.5, 3.4

Interprets and evaluates information to compare technical specifications, identify areas of improvement and recognise solutions to new and emerging issues

Writing

1.3-1.5, 2.2, 2.3, 2.5, 2.9, 3.1-3.4

Uses written vocabulary, grammatical structures and conventions to accurately convey instructions and record complex information

Oral Communication

1.2, 1.4, 1.5, 2.1, 2.4-2.8

Participates in verbal exchange of ideas/solutions using detailed and clear language to contribute information for discussion and confirm client requirements

Varies content, structure, style, tone and vocabulary to suit the needs of audiences

Interact with others

1.4, 1.5, 2.1, 2.3, 2.4, 2.6-2.9, 3.2, 3.3

Participates in routine conversations directly relevant to role, responding and contributing in appropriate ways when providing advice to clients and receiving feedback

Shares information and resources, offers assistance voluntarily and provides feedback on others’ work when providing client support

Get the work done

1-1-1.3, 1.5, 2.2-2.5, 2.7, 3.1-3.4

Plans a range of routine, and some non-routine, tasks, accepting stated goals and aiming to achieve them efficiently when obtaining feedback from client

Implements actions as per plan, making slight adjustments if necessary, and addressing some unexpected issues

Selects from a range of predetermined options in routine situations, identifying and taking some situational factors into account

Applies formal problem solving processes when tackling an unfamiliar problem, breaking complex issues into manageable parts and identifying and evaluating several options for action

Understands key principles and concepts that underpin the design and operation of digital systems and tools