Unit of competency Outline
Date retreived
22/07/2026 7:48 AM AWST
22/07/2026 7:48 AM 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 first-level remote help-desk support
Provide first-level remote help-desk support
Unit of competency
National Code
ICASAS420A
ICASAS420A
State Code
D8082
D8082
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
04/07/2014
Field of Education
029999 - Information Technology, N.e.c.
Original Release Date
04/07/2014
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to resolve first-level user support difficulties or change requests remotely.
Notes
Elements and Performance Criteria
1. Determine the user support issue
- 1.1 Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services
- 1.2 Clarify the user support difficulty or change request with client, using active listening and questioning techniques where possible
- 1.3 Confirm the nature of the user support difficulty or change request with client, using technical language that is understandable by the client
2. Identify the hardware or software being used by the customer or client
- 2.1 Identify the software, hardware, network connection or application, being used by the client
- 2.2 Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning techniques
- 2.3 Step the client back to the beginning of the process using plain English
- 2.4 Walk the client through the process in a clear and logical manner
3. Confirm resolution of user support issue
- 3.1 Determine, describe and eliminate factors that may have created the user support issue or permit it to recur
- 3.2 Explain and guide the client through a complete recovery and resolution process for the issue or change request
- 3.3 Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs
- 3.4 Offer next-level escalation or lodgement of change request, explaining cost involved, if user request not possible to resolve under current circumstances
- 3.5 Document changes where appropriate
4. Maintain communication link
- 4.1 Confirm resolution of difficulty with client according to client service policy
- 4.2 Confirm client satisfaction with the current service according to client service policy
- 4.3 Inform client of additional support or services available, according to the organisation's client service policy
- 4.4 Provide the client with additional information related to products and services offered by the organisation, as required by the organisation's sales promotion requirements
- 4.5 Complete the client contact records according to the client service requirements
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.
User support may include:
customer contact centre by phone
email
other real-time support structures
real-time website support.
Organisational guidelines may include:
communication methods
content of emails
dispute resolution
document procedures and templates
downloading information and accessing particular websites
financial control mechanisms
mobile equipment
opening mail with attachments
personal use of emails and internet access
virus risk.
Client may include:
employee
external organisation
individual
internal department.
Software may include:
commercial
customised
in-house
packaged.
Hardware may include:
modems or other connectivity devices, including digital subscriber line (DSL) modems
networks
personal computers
remote sites
servers
wireless connections
workstations.
Application may include:
data and voice integration
database programs
email programs
internet browsers
spreadsheets
system browsers
word-processing.
User support may include:
customer contact centre by phone
other real-time support structures
real-time website support.
Organisational guidelines may include:
communication methods
content of emails
dispute resolution
document procedures and templates
downloading information and accessing particular websites
financial control mechanisms
mobile equipment
opening mail with attachments
personal use of emails and internet access
virus risk.
Client may include:
employee
external organisation
individual
internal department.
Software may include:
commercial
customised
in-house
packaged.
Hardware may include:
modems or other connectivity devices, including digital subscriber line (DSL) modems
networks
personal computers
remote sites
servers
wireless connections
workstations.
Application may include:
data and voice integration
database programs
email programs
internet browsers
spreadsheets
system browsers
word-processing.
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:
resolve first-level user support difficulties remotely
demonstrate customer-service skills
document problem resolution.
Context of and specific resources for assessment
Assessment must ensure access to:
customer-service policies
user support policies
escalation procedures
communications hardware
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:
direct observation of candidate providing advice and support to clients
evaluation of candidate’s resolved call documentation
verbal or written questioning to determine candidate’s knowledge of:
client support procedures
help or service desk operation.
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:
resolve first-level user support difficulties remotely
demonstrate customer-service skills
document problem resolution.
Context of and specific resources for assessment
Assessment must ensure access to:
customer-service policies
user support policies
escalation procedures
communications hardware
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:
direct observation of candidate providing advice and support to clients
evaluation of candidate’s resolved call documentation
verbal or written questioning to determine candidate’s knowledge of:
client support procedures
help or service desk operation.
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 |
|---|---|---|---|
| D2823 | ICAS4134C | Provide first-level remote help desk support | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUW42 | ICTSAS420 | Provide first-level remote help desk support | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D566 | ICA41011 | Certificate IV in Computer Systems Technology | Qualification |
| J839 | PSP41912 | Certificate IV in Government (School Support Services) | Qualification |
| D557 | ICA40111 | Certificate IV in Information Technology | Qualification |
| D558 | ICA40211 | Certificate IV in Information Technology Support | Qualification |
| J296 | PSP42012 | Certificate IV in School Support Services | Qualification |