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.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


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.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.