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Evidence Guide: ICASAS509A - Provide client IT support services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

ICASAS509A - Provide client IT support services

What evidence can you provide to prove your understanding of each of the following citeria?

Identify support procedures

  1. Identify support required by client
  2. Review support call documentation to identify client contact person
  3. Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures
  4. Verify support requirements with client contact
Identify support required by client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review support call documentation to identify client contact person

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Verify support requirements with client contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake support

  1. Provide support activity required by the client
  2. Maintain communication with client contact throughout support activity by email, phone or other specific process
  3. Document action taken for support activity
  4. Acknowledge protocol differences during support activity
Provide support activity required by the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain communication with client contact throughout support activity by email, phone or other specific process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document action taken for support activity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge protocol differences during support activity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather feedback

  1. Submit resolution documentation to client contact
  2. Contact client contact to determine satisfaction with support process
  3. Conduct follow-up action, as required
Submit resolution documentation to client contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact client contact to determine satisfaction with support process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct follow-up action, as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

identify support requirements and procedures

contact client

document support provided

liaise with user to obtain feedback

act on feedback as appropriate.

Context of and specific resources for assessment

Assessment must ensure access to:

SLAs

escalation procedure

documentation processes

appropriate learning and assessment support when required

modified equipment for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

verbal or written questioning to assess candidate's knowledge of:

escalation procedures

SLAs

organisational support procedures

direct observation of candidate liaising with client

review of candidate's call documentation

evaluation of client feedback from candidate's communications.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Required Skills and Knowledge

Required skills

communication skills to:

discuss support needs of clients

explain relevant concepts

initiative and enterprise skills to contribute to solutions and goals of a non-routine or contingency nature

literacy skills to:

document and interpret procedures and service level agreements

report on service history issues

planning and organisational skills to:

assign support personnel according to human resource processes

deliver on scope, time, cost and quality

establish procedures for providing support

organise equitable workloads for team members

promote communications and manage risk

project-planning skills related to scope, time, cost, quality, communications and risk management

problem-solving skills to gain consensus on concepts

research skills to:

identify information technology within an organisational unit

identify organisational structure and culture

teamwork skills to contribute to solutions and goals of a non-routine or contingency nature

technical skills to provide user support.

Required knowledge

client business domain

current industry-accepted hardware and software products, including their general features and capabilities

help desk and maintenance practices

quality assurance practices relating to IT support

role of stakeholders and degree of stakeholder involvement

current system functionality.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may include:

employees

external organisations

individuals

internal departments.

Service level agreement may include:

business processes and requirements

charge back to business units

different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products

evaluation or audit of service levels

expectations regarding servicing

penalties

specific and quantity service levels

workload and performance considerations.