Elements and Performance Criteria

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.

ICT clients may include:
external organisations
ICT administrators
ICT users
individuals
internal departments
vendors.
Support person may include:
help-desk person
subject matter expert
supervisor
vendor business representative.
Organisational guidelines may include:
access to software
communication methods
content of emails
dispute resolution
document procedures and templates
downloading information and accessing particular websites
financial control mechanisms
opening mail with attachments
personal use of emails and internet access
virus risk.

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 ability to:
provide routine ICT client support in a professional manner
refer client concerns to support person if required, according to escalation procedures
resolve client complaints
document and record client concerns and solutions, according to organisational guidelines.
Context of and specific resources for assessment
Assessment must ensure access to:
personal computer
relevant organisational guidelines
relevant documentation
site where routine ICT client support may be demonstrated
appropriate learning and assessment support when required.
Where applicable, physical resources should include equipment modified for people with special needs.
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 candidate interacting with and providing support for clients
direct observation of candidate escalating client concerns to support person
verbal or written questioning to assess candidate’s knowledge of enterprise escalation procedures
review of documentation of client concerns and solutions.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.