Elements and Performance Criteria

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.
Client may include:
external organisations
individuals
internal departments.
Organisationalstandards may include:
client liaison policy
escalation procedures
logged call procedures
preventative maintenance and diagnostic policy
roles and technical responsibilities in the IT department
security procedures
vendor and product service level support agreements.
Appropriateperson may include:
help-desk person
subject matter expert
supervisor
vendor business representative.

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:
log and record calls according to organisational policy and procedures
prioritise and escalate client support requests according to organisational policy and procedures.
Context of and specific resources for assessment
Assessment must ensure access to:
a site where logging and recording of client support may be recorded and prioritised
client support history records
organisational policy and procedures related to:
critical process
escalation procedures
logging procedures
prioritising client requests
appropriate learning and assessment support when required.

Where applicable, physical resources should include equipment modified 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 logging and recording calls
review of reports completed as part of client history
verbal or written questioning of candidate’s ability to communicate with appropriate persons involved with client support.
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.