Unit of competency Outline

Date retreived
22/07/2026 2:12 PM 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.

Provide client ICT support services

Provide client ICT support services

Unit of competency
National Code
ICTSAS509
State Code
AUW62
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
029999 - Information Technology, N.e.c.
Original Release Date
16/09/2015
Nominal Hours
20
Description
This unit describes the skills and knowledge required to liaise with client users while providing information and communications technology (ICT) support.It applies to individuals who apply high level technical and specialised knowledge in assisting users.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Identify support procedures
  • 1.1 Identify support required by client
  • 1.2 Review support-call documentation to identify client contact person
  • 1.3 Review service level agreement (SLA) and appropriate procedures to determine action, and include escalation procedures
  • 1.4 Verify support requirements with client contact
2. Undertake support
  • 2.1 Provide support activity required by the client
  • 2.2 Maintain communication with client contact throughout support activity by email, phone or other specific process
  • 2.3 Document action taken for support activity
  • 2.4 Acknowledge protocol differences during support activity
3. Gather feedback
  • 3.1 Submit resolution documentation to client contact
  • 3.2 Contact client to determine satisfaction with support process
  • 3.3 Conduct follow up action, as required
No information
No information
Replaces
State Code National Code Title Type
D8095 ICASAS509A Provide client IT support services Unit of competency
Replaced By
State Code National Code Title Type
OBS44 ICTSAS527 Manage client problems Unit of competency
State Code National Code Title Type
AWF1 ICT50115 Diploma of Information Technology Qualification
BEH1 ICT50118 Diploma of Information Technology Qualification