Application
This unit describes the skills and knowledge required to liaise with client users while providing information and communications technology (ICT) support.
It applies to individuals who apply high level technical and specialised knowledge in assisting users.
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. 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 to determine satisfaction with support process 3.3 Conduct follow up action, as required |
Evidence of Performance
Evidence of the ability to:
undertake support services, including:
identifying support requirements and procedures
client contact
documenting support provided
liaise with user to obtain feedback
act on feedback as appropriate.
Note: Evidence must be provided for at least TWO clients.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
describe the client business domain and importance of client contact
compare and contrast the key features and capabilities of current industry accepted hardware and software products
explain help desk and maintenance practices
describe quality assurance practices relating to information and communications technology (ICT) support
discuss the role of stakeholders and degree of stakeholder involvement
evaluate current system functionality
describe the structure and purpose of service level agreements (SLAs).
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 systems administration and support field of work, and include access to:
special purpose tools, equipment and materials
industry software packages
SLAs
escalation procedure/s
documentation processes.
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 | 1.1-1.3 | Analyses textual information and data to determine client support |
Writing | 1.4, 2.2-2.4, 3.1, 3.2 | Uses clear and accurate language, and documentation formats appropriate to the task |
Oral Communication | 1.4, 2.2, 2.4, 3.2 | Obtains information by listening and questioning, and participates in verbal exchanges of information and solutions using concise and clear language |
Numeracy | 1.3, 2.3, 3.1 | Accurately interprets, analyses and documents numerical and technical system data |
Navigate the world of work | 1.3 | Reviews the organisation’s policies, procedures and adherence to legislative requirements in order to implement and manage change |
Interact with others | 1.4, 2.2 | Uses a variety of relevant communication tools and strategies in building and maintaining effective working relationships |
Get the work done | 1.1, 1.3, 2.1, 3.3 | Accepts responsibility for planning and sequencing complex tasks and workload, negotiating key aspects with others and taking into account capabilities, efficiencies and effectiveness Gathers and analyses data and seeks feedback to improve plans and processes Addresses complex problems involving multiple variables, using formal analytical, lateral thinking techniques experience and knowledge to focus in on root causes |
Sectors
Systems administration and support