Occupational Standard: Information Technology Support Service Level I

Unit Title Record Client Support Requirements

Unit Code ICT ITS1 03 0811
Unit Descriptor This unit defines the competence required to record,
prioritize and escalate client support requests.

Elements Performance Criteria

1. Log requests for 1.1 Client support requests and requirements are
support recorded according to organizational standards
1.2 Client support history and details are reviewed
1.3 The information is checked and requested for
accuracy and urgency according to organizational
standards
2. Prioritize support 2.1 Relevant guidelines are identified for prioritizing or
requests with rating client requests
appropriate 2.2 Client requests are prioritized based on its criticality or
personnel impact on the business
2.3 Requests are referred to an appropriate person or
department for assistance
2.4 Appropriate persons involved with client support are
to be communicated

Variable Range
Client May include but not limited to:
 internal departments, external organizations, individual
people and employees
Organizational May include but not limited to:
standards  Variables may include but are not limited to:
 Security procedures
 Logged call procedures
 Client liaison policy
 Escalation procedures
 Preventative maintenance and diagnostic policy
 Roles and technical responsibilities in the IT
department
 Vendor and product service-level support agreements
Appropriate person May include but not limited to:
 a supervisor, teacher, vendor business representative,
help desk person or subject matter expert
Evidence Guide
Critical aspects of Assessment must confirm the ability to:
Competence  accurately log calls and record,
 prioritize and escalate client support requests
according to organizational policy and procedures
Underpinning Demonstrates knowledge of:
Knowledge and  organizational procedures for rating and prioritizing
Attitudes client requests
 broad knowledge of escalation procedures
 roles and responsibilities of it division
 broad knowledge of maintenance procedures
 business scheduling requirements
 current business practices in relation to preparing
reports and documents
 broad knowledge of diagnostic tools
 basic analytical concepts for questioning and gathering
information
Underpinning Skills Demonstrates skills to:
 log requests for support
 perform questioning and active listening in clarifying
client requirements and gathering important information
 customer service skills in relation to receiving requests
for support
 skills in handling difficult clients in relation to receiving
requests for support
 conflict resolution skills in relation to receiving requests
for support
 writing reports and workplace documentation
Resources Implication Access is required to real or appropriately simulated
situations, including work areas, materials and equipment,
and to information on workplace practices and OHS
practices.
Assessment Methods Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting