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Evidence Guide: ICTSAS420 - Provide first-level remote help desk support

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

 

ICTSAS420 - Provide first-level remote help desk support

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

Determine the user support issue

  1. Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services
  2. Clarify the user support difficulty or change request with client, using active listening and questioning techniques where possible
  3. Confirm the nature of the user support difficulty or change request with client, using technical language that is understandable by the client
Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

  1. Identify the software, hardware, network connection or application being used by the client
  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
  3. Step the client back to the beginning of the process using plain English
  4. Walk the client through the process in a clear and logical manner
Identify the software, hardware, network connection or application being used by the client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm resolution of user support issue

  1. Determine, describe and eliminate factors that may have created the user support issue or permit it to recur
  2. Explain and guide the client through a complete recovery and resolution process for the issue or change request
  3. Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs
  4. Offer next level escalation or lodgement of change request, explaining cost involved, if user request is not possible to resolve under current circumstances
  5. Document changes where appropriate
Determine, describe and eliminate factors that may have created the user support issue or permit it to recur

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document changes where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain communication link

  1. Confirm resolution of difficulty with client according to client service policy
  2. Confirm client satisfaction with the current service according to client service policy
  3. 4.3 Inform client of additional support or services available, according to the organisation's client service policy
  4. 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
  5. Complete the client contact records according to the client service requirements
Confirm resolution of difficulty with client according to client service policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete the client contact records according to the client service requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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

Evidence of the ability to:

identify the user difficulty and support required

resolve first-level user support difficulties remotely

demonstrate customer service skills

obtain client feedback and document problem resolution.

Note: Evidence must be provided for at least TWO organisations/clients.

To complete the unit requirements safely and effectively, the individual must:

describe the key features of customer service policies and procedures

identify and discuss the range of contexts where escalation procedures are required

identify the work health and safety (WHS) procedures related to the work environment and organisational requirements

describe user support policies of limited complexity related to known or commonly used options.