ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Determine the user support issue

1.1 Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services

1.2 Clarify the user support difficulty or change request with client, using active listening and questioning techniques where possible

1.3 Confirm the nature of the user support difficulty or change request with client, using technical language that is understandable by the client

2. Identify the hardware or software being used by the customer or client

2.1 Identify the software, hardware, network connection or application being used by the client

2.2 Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning techniques

2.3 Step the client back to the beginning of the process using plain English

2.4 Walk the client through the process in a clear and logical manner

3. Confirm resolution of user support issue

3.1 Determine, describe and eliminate factors that may have created the user support issue or permit it to recur

3.2 Explain and guide the client through a complete recovery and resolution process for the issue or change request

3.3 Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs

3.4 Offer next level escalation or lodgement of change request, explaining cost involved, if user request is not possible to resolve under current circumstances

3.5 Document changes where appropriate

4. Maintain communication link

4.1 Confirm resolution of difficulty with client according to client service policy

4.2 Confirm client satisfaction with the current service according to client service policy

4.3 Inform client of additional support or services available, according to the organisation's client service policy

4.4 Provide the client with additional information related to products and services offered by the organisation, as required by the organisation's sales promotion requirements

4.5 Complete the client contact records according to the client service requirements

Skill

Performance Criteria

Description

Reading

1.1, 2.1

Interprets and analyses technical and non-technical information from a range of sources to determine requirements and complete necessary actions

Writing

3.5, 4.5

Accurately records client information using required format, terminology and conventions

Uses concise language and correct spelling and grammar to clearly convey explicit information and actions taken

Oral Communication

1.1-1.3, 2.1-2.4, 3.1-3.4, 4.1-4.4

Uses active questioning and listening techniques to convey and clarify information and confirm understanding

Conveys complex technical information using clear and concise language pitched to a level that the client understands

Numeracy

3.4, 3.5, 4.4

Uses mathematical equations to calculate costs and estimate time in providing client services and in determining required actions

Interact with others

1.2, 1.3, 2.2-2.4, 3.2-3.4, 4.1-4.4

Selects and uses appropriate conventions and protocols when communicating with clients in a range of work contexts

Get the work done

1.1-1.3, 2.1, 2.3, 2.4, 3.1-3.4, 4.1-4.5

Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes

Applies analytical processes to resolve technical or conceptual problems

Uses main features and functions of digital tools to complete work tasks