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
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.
The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the VU Polytechnic and/or via the Victoria University Polytechnic e-learning system.
This unit is studied as part of the following course(s):