Provide first-level remote help-desk support

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver ICASAS420A, 'Provide first-level remote help-desk support'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide first-level remote help-desk support' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria

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 , 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 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