ICTSAS305 - Provide ICT advice to clients

Unit code:ICTSAS305Study level:TAFE

Nominal hours

Location

Footscray Nicholson
Sunshine

Prerequisites

(Or equivalent to be determined by unit coordinator)
Co-requisites
(Corequisite units must be studied concurrently with this unit)

Overview

This unit describes the skills and knowledge required to provide information and communications technology (ICT) advice and support to clients, including the communication of comprehensive technical information. It applies to frontline technical support individuals who work under a level of supervision but have responsibility for providing technical support.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit’s learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

investigate client support requests and provide a documented solution after consultation with client;
convey comprehensive technical information to clients in a clear, concise, jargon-free and coherent manner, and;
use technical manuals and ‘help’ documentation.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Students will also be expected to demonstrate the following knowledge:

identify and describe the available in-house and vendor support;
explain contract and service agreements with vendors;
identify features of different types of hardware supported by the organisation;
identify sources of information relevant to the provision of services and support;
identify operating system: functions and basic features, and; supported by the organisation;
identify and describe security and network guidelines and procedures, and;
identify the advanced features of software, including the functions and support provided by the organisation.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by Victoria University and/or via the Victoria University e-learning system.