Unit of competency Outline
Date retreived
22/07/2026 10:54 AM AWST
22/07/2026 10:54 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.
Update ICT client support procedures and assist with policy development
Update ICT client support procedures and assist with policy development
Unit of competency
National Code
ICTSAS433
ICTSAS433
State Code
OBS61
OBS61
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
15/01/2021
Field of Education
080501 - Sales
Original Release Date
15/01/2021
Nominal Hours
15
Description
This unit describes skills and knowledge required to formulate and update Information and Communications Technology (ICT) client support procedures to be included within organisational policy.It applies to experienced individuals who work under supervision and have a level of responsibility to ensure client policy development is completed to quality standards and requirements.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Determine policy support issues
- 1.1 Review client support procedures
- 1.2 Gather feedback from client detailing positive and negative aspects of their contact with the organisation
- 1.3 Gather feedback from user who executes client support procedures, detailing problems with methods
2. Revise client support procedures
- 2.1 Determine feedback applicable to client support procedures
- 2.2 Create and update client support procedures
- 2.3 Forward new client support procedures to required personnel and seek and respond to client feedback
3. Provide recommendations for client support policy
- 3.1 Evaluate client support policy feedback
- 3.2 Incorporate changes to client support policy
- 3.3 Determine impact of new policy on organisational guidelines and client interactions
- 3.4 Prepare report detailing changes in policy and impact on client and user
- 3.5 Forward report and updated policy to required personnel and obtain approval
4. Update client support policy
- 4.1 Amend policies and include new client support procedures
- 4.2 Issue new policies to clients and users according to organisational guidelines
- 4.3 Maintain policy updates according to organisational guidelines
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUW56 | ICTSAS411 | Assist with policy development for client support procedures | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| BFF9 | ICT40120 | Certificate IV in Information Technology | Qualification |