Unit of competency Outline

Date retreived
22/07/2026 10:54 AM AWST

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Identify and resolve client ICT problems

Identify and resolve client ICT problems

Unit of competency
National Code
ICTSAS432
State Code
OBS62
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
21/07/2020
View on TGA
State Implementation and Classification
Approved Date
15/01/2021
Field of Education
020305 - Systems Analysis And Design
Original Release Date
15/01/2021
Nominal Hours
35
Description
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 working environment.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Prepare to resolve client ICT problems
  • 1.1 Determine client problems and impact of problem according to organisational procedures
  • 1.2 Document client response according to organisational policies and procedures
  • 1.3 Examine logged requests and determine requirements
  • 1.4 Confirm additional information with client and respond to new information according to organisational procedures
  • 1.5 Refer to database of known problems and identify resolution options
  • 1.6 Establish and record required constraints
2. Prioritise client ICT problems
  • 2.1 Undertake impact analysis of problem and determine severity and risks
  • 2.2 Prioritise problem according to organisational procedures
  • 2.3 Provide problem resolution advice and support to client
3. Refer problems where required
  • 3.1 Investigate and refer problems to third parties according to organisational procedures
  • 3.2 Provide third party with client and problem details as required
  • 3.3 Document advice and support provided by third party according to organisational procedures
4. Carry out maintenance
  • 4.1 Obtain required components for resolution according to organisational procedures
  • 4.2 Complete maintenance according to organisational procedures
  • 4.3 Store and dispose of used components according to organisational environmental guidelines
5. Create maintenance report
  • 5.1 Prepare maintenance report according to organisational procedures
  • 5.2 Finalise maintenance report and acquire internal sign off
  • 5.3 Distribute maintenance report to client and seek and respond to client feedback as required
6. Confirm problem resolution
  • 6.1 Obtain and respond to client feedback
  • 6.2 Confirm client requirements have been met
  • 6.3 Resolve outstanding client requirements and escalate as required
  • 6.4 Forward client feedback to required personnel for sign-off and record in problems database
No information
No information
Replaces
State Code National Code Title Type
AUW54 ICTSAS410 Identify and resolve client ICT problems Unit of competency