Unit of competency Outline
Date retreived
22/07/2026 12:46 PM AWST
22/07/2026 12:46 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide client IT support services
Provide client IT support services
Unit of competency
National Code
ICASAS509A
ICASAS509A
State Code
D8095
D8095
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
04/11/2011
Field of Education
029999 - Information Technology, N.e.c.
Original Release Date
04/11/2011
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to liaise with client users while providing IT support.
Notes
Elements and Performance Criteria
1. Identify support procedures
- 1.1 Identify support required by client
- 1.2 Review support call documentation to identify client contact person
- 1.3 Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures
- 1.4 Verify support requirements with client contact
2. Undertake support
- 2.1 Provide support activity required by the client
- 2.2 Maintain communication with client contact throughout support activity by email, phone or other specific process
- 2.3 Document action taken for support activity
- 2.4 Acknowledge protocol differences during support activity
3. Gather feedback
- 3.1 Submit resolution documentation to client contact
- 3.2 Contact client contact to determine satisfaction with support process
- 3.3 Conduct follow-up action, as required
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Client may include:
employees
external organisations
individuals
internal departments.
Service level agreement may include:
business processes and requirements
charge back to business units
different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products
evaluation or audit of service levels
expectations regarding servicing
penalties
specific and quantity service levels
workload and performance considerations.
Client may include:
employees
external organisations
individuals
internal departments.
Service level agreement may include:
business processes and requirements
charge back to business units
different infrastructure services, including communications carriers, internet service providers (ISPs), application service providers (ASPs) and SLAs for vendor products
evaluation or audit of service levels
expectations regarding servicing
penalties
specific and quantity service levels
workload and performance considerations.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
identify support requirements and procedures
contact client
document support provided
liaise with user to obtain feedback
act on feedback as appropriate.
Context of and specific resources for assessment
Assessment must ensure access to:
SLAs
escalation procedure
documentation processes
appropriate learning and assessment support when required
modified equipment for people with special needs.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
verbal or written questioning to assess candidate's knowledge of:
escalation procedures
SLAs
organisational support procedures
direct observation of candidate liaising with client
review of candidate's call documentation
evaluation of client feedback from candidate's communications.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
identify support requirements and procedures
contact client
document support provided
liaise with user to obtain feedback
act on feedback as appropriate.
Context of and specific resources for assessment
Assessment must ensure access to:
SLAs
escalation procedure
documentation processes
appropriate learning and assessment support when required
modified equipment for people with special needs.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
verbal or written questioning to assess candidate's knowledge of:
escalation procedures
SLAs
organisational support procedures
direct observation of candidate liaising with client
review of candidate's call documentation
evaluation of client feedback from candidate's communications.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0213 | ICAS5103B | Establish and maintain client user liaison during support activity | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUW62 | ICTSAS509 | Provide client ICT support services | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D567 | ICA50111 | Diploma of Information Technology | Qualification |