Elements and Performance Criteria
- Determine client problems
- Determine client problem by using questioning or other techniques
- Document responses of client for follow-up action
- Examine logged requests to determine specific requirements
- Take action where required to gain further information
- Refer to a database of known problems to identify possible resolution options
- Prioritise client problems
- Determine the scale of the problem based on information gathered
- Establish and record relevant constraints
- Undertake an impact analysis of the problem to determine severity and risks
- 2.4 Prioritise the problem according to the organisation's escalation procedures
- Provide advice and support to the client from database of known problems, where appropriate
- Refer problems where required
- Carry out maintenance
- Prepare maintenance report
- Confirm problem resolution