Unit of competency Outline

Date retreived
22/07/2026 4:43 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 ICT advice to clients

Provide ICT advice to clients

Unit of competency
National Code
ICTSAS305
State Code
AUX02
TGA Status
Current
DTWD Status
Approved
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
35
Description
This unit describes the skills and knowledge required to provide information and communications technology (ICT) advice and support to clients, including the communication of comprehensive technical information.It applies to frontline technical support individuals who work under a level of supervision but have responsibility for providing technical support.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Review client support issues
  • 1.1 Check for new problems logged by client
  • 1.2 Check previous logs for similar problems or requests from client
  • 1.3 Investigate and document support issues affecting client
  • 1.4 Notify client of the results of investigation and provide advice and support on findings
  • 1.5 Obtain client feedback and make changes
2. Provide advice on software, hardware or network
  • 2.1 Confirm software, hardware or network requirements with client
  • 2.2 Investigate and document a solution
  • 2.3 Document additional requirements identified in the investigation and refer them to the client
  • 2.4 Obtain approval from client to implement the solution
  • 2.5 Investigate and document amount of technical support client may require
  • 2.6 Discuss and agree level of technical support identified with client
  • 2.7 Arrange time with client when support will take place
  • 2.8 Provide technical support as part of group or one-to-one instruction to the client
  • 2.9 Provide manuals and help documentation to client
3. Obtain client feedback
  • 3.1 Create an appropriate evaluation or feedback form or other mechanism to gather feedback about solution and support provided
  • 3.2 Provide client with instructions on how to complete form or use other means of providing feedback
  • 3.3 Distribute evaluation or feedback to client
  • 3.4 Review feedback from client to identify areas for improvement
No information
No information
Replaces
State Code National Code Title Type
D8060 ICASAS305A Provide IT advice to clients Unit of competency