Application
This unit applies to experienced technical support personnel, such as help-desk supervisors, IT support technicians, and user support specialists.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Determine support issues | 1.1 Review current client support procedures followed by the organisation if appropriate 1.2 Gather feedback from client detailing positive and negative aspects of their contact with the organisation 1.3 Gather feedback from user who executes client support procedures, detailing problems with current methods |
2. Develop client support procedures | 2.1 Create or update client support procedures using information gathered from the client and the user 2.2 Forward new client support procedures to appropriate person for review |
3. Provide recommended changes for client support policy | 3.1 Evaluate feedback on client support policy 3.2 Incorporate changes to client support policy 3.3 Determine the impact the new policy will have on organisational guidelines and client interactions 3.4 Prepare a report detailing changes in policy and the impact on the client and the user in a clear and concise manner 3.5 Forward the report and the updated policy to appropriate person for approval |
4. Update documented client support policy | 4.1 Amend policies to include new client support procedures 4.2 Issue new policies to clients and users in line with organisational guidelines 4.3 Maintain policy updates in line with organisational guidelines |
Required Skills
Required skills
analytical skills to:
determine the impact of policy changes
evaluate feedback on client support policy
communication skills to:
effectively use questioning and active listening techniques
gather feedback from users
liaise with technical team members
initiative and enterprise skills to identify potential improvements to client support policies
literacy skills to:
evaluate reports
prepare reports and update or amend support policies
read and interpret technical manuals and technical workplace documentation
review current support procedures and update accordingly based on feedback
problem-solving skills to determine issues around current methods of supporting users.
Required knowledge
current trends and issues in IT
organisational guidelines for client maintenance and administration
organisational policy for access and security
review process and its stages.
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 ability to: evaluate and analyse existing client support policy and procedures develop new criteria and procedures for performing current practices that cater for emerging client needs. |
Context of and specific resources for assessment | Assessment must ensure access to: sites, peers and supervisors to identify the extent and quality of the contribution required information about systems or networks to be supported technical manuals, tools and organisational guidelines current business requirements and documentation standards appropriate learning and assessment support when required modified equipment for people with special needs. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: review of client feedback and resulting amendments to client support procedures and policies review of a report prepared detailing changes in policy and the impact on the client and the user verbal or written questioning to assess candidate’s knowledge of organisational guidelines. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate. Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed. Indigenous people and other people from a non-English speaking background may need additional support. In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge. |
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: | employee external organisation individual internal department. |
User may include: | department within the organisation person within a department third party. |
Appropriate person may include: | authorised business representative client IT manager project manager supervisor team leader user support specialist. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk. |
Sectors
Systems administration and support
Employability Skills
This unit contains employability skills.
Licensing Information
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.