Unit of competency Outline

Date retreived
22/07/2026 4:26 PM AWST

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Resolve technical enquiries using multiple information systems

Resolve technical enquiries using multiple information systems

Unit of competency
National Code
ICTWOR306
State Code
AWC73
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
14/01/2016
View on TGA
State Implementation and Classification
Approved Date
05/07/2016
Field of Education
020113 - Networks And Communications
Original Release Date
05/07/2016
Nominal Hours
35
Description
This unit describes the skills and knowledge required to remotely support the resolution of complex technical enquiries related to a product or service. It applies to individuals in a call centre environment with a background in telecommunications and experience in client access networks and client infrastructure, including equipment and cabling, who use multiple information systems to both obtain and record client information.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Initiate contact with client
  • 1.1 Apply all relevant legislation, codes, regulations and standards in resolution process
  • 1.2 Receive and analyse enquiry to efficiently select initial course of action
  • 1.3 Engage effectively with client to confirm initial referral details and propose initial course of action
2. Obtain information from multiple information systems
  • 2.1 Identify information needs and sources of this information
  • 2.2 Log on to and navigate relevant information systems efficiently
  • 2.3 Record details of informant and enquiry in information systems according to enterprise requirements
  • 2.4 Identify and verify information relevant to enquiry and its resolution with informant
3. Develop plan to resolve enquiry
  • 3.1 Review critical information with informant and apply technical expertise to develop options for resolving enquiry
  • 3.2 Consider all inputs and recommend course of action, including escalation
  • 3.3 Negotiate suitable course of action with informant
  • 3.4 Record details of course of action as required by enterprise information systems
4. Implement plan to resolve enquiry
  • 4.1 Confirm negotiated course of action with informant prior to initiating actions and seek agreement on schedule of actions for longer term resolutions
  • 4.2 Identify and initiate actions to be taken by technical support operator, informant or other parties
  • 4.3 Contact informant to confirm success of planned actions
  • 4.4 Record outcomes of resolution as required by information systems
No information
No information
Replaces
State Code National Code Title Type
D3527 ICTWOR3231A Resolve technical enquiries using multiple information systems Unit of competency