ICAS2016B
Record client support requirements

This unit defines the competency required to record, prioritise and escalate client support requests.The following units are linked and form an appropriate cluster:ICAD2003B Receive and process oral and written communicationICAS2009B Interact with clientsNo licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Log requests for support

1.1. Record client support requests and requirements according to organisational standards

1.2. Review client support history and details

1.3. Check the information and request for accuracy and urgency according to organisational standards

2. Prioritise support requests with appropriate personnel

2.1. Identify the relevant guidelines for prioritising or rating client requests

2.2. Prioritise the client request based on its criticality or impact on the business

2.3. Refer the requests to an appropriate person or department for assistance

2.4. Communicate with appropriate persons involved with client support

Required Skills

Required skills

Literacy skills for general workplace documentation

Limited decision making

Questioning and active listening in clarifying client requirements

Basic analytical skills for questioning and gathering information

Customer service skills in relation to receiving requests for support

Skills in handling difficult clients in relation to receiving requests for support

Conflict resolution skills in relation to receiving requests for support

Required knowledge

Organisational procedures for rating and prioritising client requests

Broad knowledge of escalation procedures

Roles and responsibilities of IT division

Broad knowledge of maintenance procedures

Business scheduling requirements

Current business practices in relation to preparing reports

Broad knowledge of diagnostic tools

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

Assessment must confirm the ability to accurately log calls and record, prioritise and escalate client support requests according to organisational policy and procedures.

To demonstrate competency in this unit the learner will require access to:

Logging procedures

Critical process

Escalation procedures

Context of and specific resources for assessment

The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied.

Assessment must ensure:

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic.

Applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICAD2003B Receive and process oral and written communication

ICAS2009B Interact with clients

An individual demonstrating this competency would be able to:

Demonstrate basic operational knowledge in a moderate range of areas

Apply a defined range of skills

Apply known solutions to a limited range of predictable problems

Perform a range of tasks where choice between a limited range of options is required

Assess and record information from varied sources

Take limited responsibility for own outputs in work and learning

Maintain knowledge of industry products and services


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may include but is not limited to:

internal departments

external organisations

individual people

employees

Organisationalstandards may include but are not limited to:

Security procedures

Logged call procedures

Client liaison policy

Escalation procedures

Preventative maintenance and diagnostic policy

Roles and technical responsibilities in the IT department

Vendor and product service-level support agreements

Appropriateperson may include:

supervisor

teacher

vendor business representative

help desk person

subject matter expert


Sectors

Unit sector

Support


Employability Skills

This unit contains employability skills.


Licensing Information

Refer to Unit Descriptor