Elements and Performance Criteria
- Initiate contact with the customer
- Obtain information from multiple information system
- Identify information needs and the sources of this information
- Log on to and navigate relevant information systems efficiently
- Record details of the informant and the enquiry in information systems according to enterprise requirements
- Identify and verify information relevant to the enquiry and its resolution with the informant
- Develop a plan to resolve the enquiry
- Review critical information with the informant and apply technical expertise to develop options for resolving the enquiry
- Consider all inputs and recommend a course of action including escalation
- Negotiate a suitable course of action with the informant
- Record details of course of action as required by enterprise information systems
- Implement a plan to resolve the enquiry
- Confirm the negotiated course of action with the informant prior to initiating actions and seek agreement on a schedule of actions for longer term resolutions
- Identify and initiate actions to be taken by the technical support operator, the informant or other parties
- Contact informant to confirm the success of the planned actions
- Record outcomes of resolution as required by information systems