Elements and Performance Criteria
- Review client support issues
- Provide advice on software, hardware or network
- Confirm software, hardware or network requirements with client
- Investigate and document a solution
- Document additional requirements identified in the investigation and refer them to the client
- Obtain approval from the client to implement the solution
- Investigate and document the amount of technical support the client may require
- Discuss and agree the level of technical support identified with the client
- Arrange a time with the client when support will take place
- Provide technical support as part of group or one-to-one instruction to the client
- Provide manuals and help documentation to the client
- Obtain client feedback
- Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided
- Provide client with instructions on how to complete the form or use other means of providing feedback
- Distribute the evaluation or feedback to the client
- Review the feedback from the client to identify areas for improvement