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Evidence Guide: ICTWOR306 - Resolve technical enquiries using multiple information systems

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

 

ICTWOR306 - Resolve technical enquiries using multiple information systems

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

Initiate contact with client

  1. Apply all relevant legislation, codes, regulations and standards in resolution process
  2. Receive and analyse enquiry to efficiently select initial course of action
  3. Engage effectively with client to confirm initial referral details and propose initial course of action
Apply all relevant legislation, codes, regulations and standards in resolution process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Receive and analyse enquiry to efficiently select initial course of action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Engage effectively with client to confirm initial referral details and propose initial course of action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain information from multiple information systems

  1. Identify information needs and sources of this information
  2. Log on to and navigate relevant information systems efficiently
  3. Record details of informant and enquiry in information systems according to enterprise requirements
  4. Identify and verify information relevant to enquiry and its resolution with informant
Identify information needs and sources of this information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Log on to and navigate relevant information systems efficiently

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record details of informant and enquiry in information systems according to enterprise requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and verify information relevant to enquiry and its resolution with informant

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop plan to resolve enquiry

  1. Review critical information with informant and apply technical expertise to develop options for resolving enquiry
  2. Consider all inputs and recommend course of action, including escalation
  3. Negotiate suitable course of action with informant
  4. Record details of course of action as required by enterprise information systems
Review critical information with informant and apply technical expertise to develop options for resolving enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider all inputs and recommend course of action, including escalation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate suitable course of action with informant

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record details of course of action as required by enterprise information systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement plan to resolve enquiry

  1. Confirm negotiated course of action with informant prior to initiating actions and seek agreement on schedule of actions for longer term resolutions
  2. Identify and initiate actions to be taken by technical support operator, informant or other parties
  3. Contact informant to confirm success of planned actions
  4. Record outcomes of resolution as required by information systems
Confirm negotiated course of action with informant prior to initiating actions and seek agreement on schedule of actions for longer term resolutions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and initiate actions to be taken by technical support operator, informant or other parties

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact informant to confirm success of planned actions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record outcomes of resolution as required by information systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements

Performance Criteria

Elements describe the essential outcomes

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

1. Initiate contact with client

1.1 Apply all relevant legislation, codes, regulations and standards in resolution process

1.2 Receive and analyse enquiry to efficiently select initial course of action

1.3 Engage effectively with client to confirm initial referral details and propose initial course of action

2. Obtain information from multiple information systems

2.1 Identify information needs and sources of this information

2.2 Log on to and navigate relevant information systems efficiently

2.3 Record details of informant and enquiry in information systems according to enterprise requirements

2.4 Identify and verify information relevant to enquiry and its resolution with informant

3. Develop plan to resolve enquiry

3.1 Review critical information with informant and apply technical expertise to develop options for resolving enquiry

3.2 Consider all inputs and recommend course of action, including escalation

3.3 Negotiate suitable course of action with informant

3.4 Record details of course of action as required by enterprise information systems

4. Implement plan to resolve enquiry

4.1 Confirm negotiated course of action with informant prior to initiating actions and seek agreement on schedule of actions for longer term resolutions

4.2 Identify and initiate actions to be taken by technical support operator, informant or other parties

4.3 Contact informant to confirm success of planned actions

4.4 Record outcomes of resolution as required by information systems

Required Skills and Knowledge

Elements

Performance Criteria

Elements describe the essential outcomes

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

1. Initiate contact with client

1.1 Apply all relevant legislation, codes, regulations and standards in resolution process

1.2 Receive and analyse enquiry to efficiently select initial course of action

1.3 Engage effectively with client to confirm initial referral details and propose initial course of action

2. Obtain information from multiple information systems

2.1 Identify information needs and sources of this information

2.2 Log on to and navigate relevant information systems efficiently

2.3 Record details of informant and enquiry in information systems according to enterprise requirements

2.4 Identify and verify information relevant to enquiry and its resolution with informant

3. Develop plan to resolve enquiry

3.1 Review critical information with informant and apply technical expertise to develop options for resolving enquiry

3.2 Consider all inputs and recommend course of action, including escalation

3.3 Negotiate suitable course of action with informant

3.4 Record details of course of action as required by enterprise information systems

4. Implement plan to resolve enquiry

4.1 Confirm negotiated course of action with informant prior to initiating actions and seek agreement on schedule of actions for longer term resolutions

4.2 Identify and initiate actions to be taken by technical support operator, informant or other parties

4.3 Contact informant to confirm success of planned actions

4.4 Record outcomes of resolution as required by information systems

Evidence of the ability to:

apply efficient computer usage to efficiently navigate relevant systems for the required information

use effective interpersonal skills to develop a plan of action to deal with the enquiry

develop agreement to resolve the enquiry

accurately document all dealings for future reference and follow up resolution effectively.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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

explain a range of conflict resolution approaches

identify database and spreadsheet concepts

describe enterprise escalation policies and procedures

identify enterprise information systems

identify legislation, codes of practice and other formal agreements that directly impact on resolution processes

outline typical issues and challenges that occur when dealing with clients in a telecommunications environment.