Unit of competency Outline

Date retreived
22/07/2026 10:02 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.

Record client support requirements

Record client support requirements

Unit of competency
National Code
ICTSAS204
State Code
AUW32
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
080501 - Sales
Original Release Date
16/09/2015
Nominal Hours
15
Description
This unit describes the skills and knowledge required to record, prioritise and escalate client support requests.It applies to frontline technical support individuals who provide information and communications technology (ICT) client support in a small or large office environment.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Log requests for support
  • 1.1 Record client support requests and requirements according to organisational standards
  • 1.2 Review client support history and details
  • 1.3 Check the information and request for accuracy and urgency according to organisational standards
2. Prioritise support requests with appropriate personnel
  • 2.1 Identify guidelines for prioritising or rating client requests
  • 2.2 Prioritise client request based on its criticality or effect on business
3. Record support request
  • 3.1 Document support request according to organisational requirements
  • 3.2 Refer requests to appropriate person or department for assistance
No information
No information
Replaces
State Code National Code Title Type
D8051 ICASAS204A Record client support requirements Unit of competency
Replaced By
State Code National Code Title Type
OBS70 ICTSAS212 Record the requirements of client support requests Unit of competency