Unit of competency Outline
Date retreived
22/07/2026 7:40 AM AWST
22/07/2026 7:40 AM 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.
Resolve technical enquiries using multiple information systems
Resolve technical enquiries using multiple information systems
Unit of competency
National Code
ICTWOR3231A
ICTWOR3231A
State Code
D3527
D3527
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
15/04/2014
Field of Education
020113 - Networks And Communications
Original Release Date
15/04/2014
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to remotely support the resolution of complex technical enquiries related to a product or service. The enquiry may be the result of an escalation.The resolution of the enquiry requires the use of multiple information systems to both obtain and record customer information. The informant may be the customer or another party to the enquiry, such as a field technician. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.
Notes
Elements and Performance Criteria
1. Initiate contact with the customer
- 1.1. Apply all relevant legislation, codes, regulations and standards in the resolution process
- 1.2. Receive and analyse enquiry to efficiently select an initial course of action
- 1.3. Engage effectively with the customer to confirm initial referral details and propose an initial course of action
2. Obtain information from multiple information system
- 2.1. Identify information needs and the sources of this information
- 2.2. Log on to and navigate relevant information systems efficiently
- 2.3. Record details of the informant and the enquiry in information systems according to enterprise requirements
- 2.4. Identify and verify information relevant to the enquiry and its resolution with the informant
3. Develop a plan to resolve the enquiry
- 3.1. Review critical information with the informant and apply technical expertise to develop options for resolving the enquiry
- 3.2. Consider all inputs and recommend a course of action including escalation
- 3.3. Negotiate a suitable course of action with the informant
- 3.4. Record details of course of action as required by enterprise information systems
4. Implement a plan to resolve the enquiry
- 4.1. Confirm the negotiated course of action with the informant prior to initiating actions and seek agreement on a schedule of actions for longer term resolutions
- 4.2. Identify and initiate actions to be taken by the technical support operator, the informant or other parties
- 4.3. Contact informant to confirm the success of the planned actions
- 4.4. Record outcomes of resolution as required by information systems
RANGE STATEMENT
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.
Legislation, codes, regulations and standards may include:
Australian Communications Industry Forum (ACIF) standards and codes
Australian Communications and Media Authority (ACMA) technical standards
Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) electromagnetic radiation (EMR) standard
Australian building codes and regulations
Australian standards
equal employment opportunity (EEO) and anti-discrimination legislation
enterprise standards
Privacy Act
Telecommunications Act
Telecommunications Industry Ombudsman
Trade Practices Act.
Enquiry may include:
a request for help in using, a service, product or process from a:
customer
other party with an interest in the service, product or process
retail sales person
technician
complaints.
Customer may include:
beneficiary of a service, product or process
parties external to the organisation
parties internal to the organisation
purchaser of a service, product or process
user of a service, product or process.
Log on may include use of:
hardware
password
software features
user name.
Information systems may include:
database application
spreadsheet application.
Informant may include:
a buyer
current user
party external to the organisation
party internal to the organisation
technician maintaining a service
technician repairing a product.
Information may include:
details required from core business systems
details required to complete a transaction or process
specific details requested by a customer
specific details requested by others.
Escalation may relate to:
failure to resolve a complaint
further circumstances that need to be explored
lack of response to a complaint in given timeframe
previous investigation failed to bring resolution satisfactory to all parties.
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.
Legislation, codes, regulations and standards may include:
Australian Communications Industry Forum (ACIF) standards and codes
Australian Communications and Media Authority (ACMA) technical standards
Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) electromagnetic radiation (EMR) standard
Australian building codes and regulations
Australian standards
equal employment opportunity (EEO) and anti-discrimination legislation
enterprise standards
Privacy Act
Telecommunications Act
Telecommunications Industry Ombudsman
Trade Practices Act.
Enquiry may include:
a request for help in using, a service, product or process from a:
customer
other party with an interest in the service, product or process
retail sales person
technician
complaints.
Customer may include:
beneficiary of a service, product or process
parties external to the organisation
parties internal to the organisation
purchaser of a service, product or process
user of a service, product or process.
Log on may include use of:
hardware
password
software features
user name.
Information systems may include:
database application
spreadsheet application.
Informant may include:
a buyer
current user
party external to the organisation
party internal to the organisation
technician maintaining a service
technician repairing a product.
Information may include:
details required from core business systems
details required to complete a transaction or process
specific details requested by a customer
specific details requested by others.
Escalation may relate to:
failure to resolve a complaint
further circumstances that need to be explored
lack of response to a complaint in given timeframe
previous investigation failed to bring resolution satisfactory to all parties.
EVIDENCE GUIDE
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:
navigate relevant systems for the required information
develop a plan of action to deal with the enquiry
develop agreement to resolve enquiry
document all dealings for future reference
follow up resolution effectively.
Context of and specific resources for assessment
Assessment must ensure:
operational customer contact centre
customer contact technologies currently used in industry
relevant regulatory and equipment documentation that impact on work activities.
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 the candidate developing a plan of action to deal with the enquiry
direct observation of the candidate negotiating with informant to resolve the enquiry
review of documented reports completed by the candidate for two different resolution issues
oral or written questioning of the candidate to assess knowledge of resolution practices.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
ICTWOR3232A Collect and analyse technical information.
Aboriginal people and other people from a non-English speaking background may have second language issues
Access must be provided to appropriate learning and assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.
In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.
Where applicable, physical resources should include equipment modified for people with special needs.
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:
navigate relevant systems for the required information
develop a plan of action to deal with the enquiry
develop agreement to resolve enquiry
document all dealings for future reference
follow up resolution effectively.
Context of and specific resources for assessment
Assessment must ensure:
operational customer contact centre
customer contact technologies currently used in industry
relevant regulatory and equipment documentation that impact on work activities.
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 the candidate developing a plan of action to deal with the enquiry
direct observation of the candidate negotiating with informant to resolve the enquiry
review of documented reports completed by the candidate for two different resolution issues
oral or written questioning of the candidate to assess knowledge of resolution practices.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
ICTWOR3232A Collect and analyse technical information.
Aboriginal people and other people from a non-English speaking background may have second language issues
Access must be provided to appropriate learning and assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.
In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.
Where applicable, physical resources should include equipment modified for people with special needs.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWC73 | ICTWOR306 | Resolve technical enquiries using multiple information systems | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W801 | ICT30210 | Certificate III in Telecommunications | Qualification |
| J815 | ICT30213 | Certificate III in Telecommunications | Qualification |
| J816 | ICT30313 | Certificate III in Telecommunications Cabling | Qualification |
| W802 | ICT30310 | Certificate III in Telecommunications Cabling | Qualification |