This unit describes the skills and knowledge required to record and prioritise client support activities, determine the required resources, solve client information and communications technology (ICT) problems or escalate as necessary.  It applies to experienced individuals who apply specialised and technical knowledge and have responsibility for providing support to end users.

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 competency unit's learning outcomes and performance criteria requirements, including the setting of project and 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: - record and prioritise client support activities; - determine required resources; - resolve client problems or escalate according to organisational guidelines or practices; - prepare maintenance report, and; - seek and record client feedback. Note: Evidence must be supplied for at least two client support activities.Students will also be expected to demonstrate the following knowledge: - describe hardware and software products: - outline sustainable practices consistent with information and communications technology (ICT) industry; - explain help desk or service desk structure and escalation procedures; - describe key functions and basic features of operating system; - describe organisational structure of workplace; - discuss principles of equal employment opportunity and anti-discrimination relating to client ICT problems; - relating to client ICT problems, and; - outline workplace security and network guidelines and procedures.

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.

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