Unit of competency Outline

Date retreived
23/07/2026 1:23 PM AWST

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Record the requirements of client support requests

Record the requirements of client support requests

Unit of competency
National Code
ICTSAS212
State Code
OBS70
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
080501 - Sales
Original Release Date
15/01/2021
Nominal Hours
15
Description
This unit describes the skills and knowledge required to record, prioritise and escalate client support requests, using the required record-keeping and documentation practices.It applies to those who provide frontline technical client support in small or large office environments. In this context, the individual is not expected to resolve the client support requests. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Log support requests
  • 1.1 Obtain client support request according to organisational procedures
  • 1.2 Document support request requirements and characteristics according to organisational procedures and client needs
  • 1.3 Review client support history and details
  • 1.4 Confirm request with client
2. Prioritise and progress support requests
  • 2.1 Identify guidelines for prioritising and rating client requests according to business scheduling requirements
  • 2.2 Determine the prioritisation, rating and timeframe of client request
  • 2.3 Process client request according to business scheduling requirements
  • 2.4 Escalate requests to required personnel or department for action
3. Record support request outcome and seek feedback
  • 3.1 Document support request outcome according to organisational procedures
  • 3.2 Seek client satisfaction and request process feedback from required personnel
No information
No information
Replaces
State Code National Code Title Type
AUW32 ICTSAS204 Record client support requirements Unit of competency