Unit of competency Outline

Date retreived
22/07/2026 10:29 PM AWST

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Provide first-level remote help desk support

Provide first-level remote help desk support

Unit of competency
National Code
ICTSAS442
State Code
OBS52
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
029999 - Information Technology, N.e.c.
Original Release Date
15/01/2021
Nominal Hours
35
Description
This unit describes the skills and knowledge required to resolve first-level user support issues and change requests remotely for a range of Information and Communications Technology (ICT) systems.It applies to experienced individuals who, while working under a level of supervision, have responsibility in a frontline technical support capacity to exercise discretion and judgement using required knowledge to provide assistance and remote help desk support to clients.No licensing, legislative, or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Determine the user support issue
  • 1.1 Determine eligibility status of individual experiencing user support difficulty against organisational guidelines
  • 1.2 Clarify user support difficulty and change request with client
  • 1.3 Confirm nature of user support difficulty and change request with client
2. Identify the ICT system being used by the client
  • 2.1 Identify software, hardware, network connection and application being used by client
  • 2.2 Identify expected client outcome and stage of issue resolution
  • 2.3 Step client back to beginning of resolution process
3. Confirm resolution of user support issue and change request
  • 3.1 Determine, describe and eliminate factors that created user support issue and permit it to recur
  • 3.2 Explain and guide client through complete recovery and resolution process
  • 3.3 Provide handling and resolution instructions to client
  • 3.4 Escalate change request where required
  • 3.5 Document changes where required
4. Finalise client support procedures
  • 4.1 Confirm resolution of issue and obtain client satisfaction with client according to client service policy
  • 4.2 Inform client of additional support and services available, according to the organisation’s client service policy
  • 4.3 Provide client with additional product and service information according to organisation’s sales promotion requirements
  • 4.4 Complete client contact records according to client service requirements
No information
No information
Replaces
State Code National Code Title Type
AUW42 ICTSAS420 Provide first-level remote help desk support Unit of competency