Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
ICTWOR3231A Mapping and Delivery Guide
Resolve technical enquiries using multiple information systems
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | ICTWOR3231A - Resolve technical enquiries using multiple information systems |
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Description | This unit describes the performance outcomes, skills and knowledge required to remotely support the resolution of complex technical enquiries related to a product or service. The enquiry may be the result of an escalation.The resolution of the enquiry requires the use of multiple information systems to both obtain and record customer information. The informant may be the customer or another party to the enquiry, such as a field technician. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | Technical staff who deal with customers and field technicians apply the skills and knowledge in this unit. This unit assumes a background in telecommunications with experience in customer access networks and customer infrastructure including equipment and cabling. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | |||
Competency Field | Workplace effectiveness |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Initiate contact with the customer |
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Element: Obtain information from multiple information system |
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Element: Develop a plan to resolve the enquiry |
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Element: Implement a plan to resolve the enquiry |
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