This unit describes the skills and knowledge required to identify, record, prioritise and resolve client Information and Communications Technology (ICT) support activities and escalate as required.

It applies to experienced individuals who use specialised and technical knowledge to take responsibility in providing client-based ICT support to end users in an office or wo

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: *identify, record, prioritise and resolve a client ICT problem on at least two separate occasions. In the course of the above, the candidate must: *record and prioritise client support activities *determine required resources for maintenance activities *prioritise client ICT problems, using an impact analysis of the problem *complete maintenance activities *resolve client problems and escalate according to organisational guidelines and practices *refer problems to third parties where required *prepare, finalise and distribute maintenance report, including information about problems and resolution action *provide advice to the client and seek and record client feedback *store and dispose used components. Students will also be expected to demonstrate the following knowledge: *hardware and software products: - in use - supported by the organisation *organisational procedures, including: - problem prioritisation - third party support and documentation - maintenance procedures - maintenance report preparation and distribution *sustainable practices consistent with ICT industry *environmental guidelines that may apply to identifying and resolving client ICT problems *help desk or service desk structure and escalation procedures *key functions and basic features of operating system *organisational structure of workplace that may be relevant to identifying and resolving client ICT problems *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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