Unit of competency Outline

Date retreived
22/07/2026 8:28 AM AWST

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Identify and resolve client ICT problems

Identify and resolve client ICT problems

Unit of competency
National Code
ICTSAS410
State Code
AUW54
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
2.00
Current Release Date
30/08/2019
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
020305 - Systems Analysis And Design
Original Release Date
16/09/2015
Nominal Hours
35
Description
This unit describes the skills and knowledge required to record and prioritise client support activities, determine the required resources, solve client information and communications technology (ICT) problems or escalate as necessary.It applies to experienced individuals who apply specialised and technical knowledge and have responsibility for providing support to end users.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Determine client problems
  • 1.1 Determine client problem by using questioning or other techniques
  • 1.2 Document responses of client for follow-up action
  • 1.3 Examine logged requests to determine specific requirements
  • 1.4 Take action where required to gain further information
  • 1.5 Refer to a database of known problems to identify possible resolution options
2. Prioritise client problems
  • 2.1 Determine scale of the problem based on information gathered
  • 2.2 Establish and record relevant constraints
  • 2.3 Undertake an impact analysis of the problem to determine severity and risks
  • 2.4 Prioritise problem according to organisation's escalation procedures
  • 2.5 Provide advice and support to the client from database of known problems, where appropriate
3. Refer problems where required
  • 3.1 Investigate and apply appropriate process to follow when referring problems to third parties
  • 3.2 Provide third party with client and problem details as required
  • 3.3 Document advice and support provided by third party according to organisational guidelines, where appropriate
4. Carry out maintenance
  • 4.1 Obtain appropriate components for resolution in line with organisational guidelines
  • 4.2 Complete maintenance in line with organisational guidelines
  • 4.3 Store or dispose of used components following organisational environmental guidelines
5. Prepare maintenance report
  • 5.1 Prepare a maintenance report, including information about problems and resolution action
  • 5.2 Forward maintenance report to client for feedback
6. Confirm problem resolution
  • 6.1 Obtain feedback from client to ensure requirements have been met
  • 6.2 Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate
No information
No information
Replaces
State Code National Code Title Type
D8072 ICASAS410A Identify and resolve client IT problems Unit of competency
Replaced By
State Code National Code Title Type
OBS62 ICTSAS432 Identify and resolve client ICT problems Unit of competency