Record client support requirements (Superseded)
Note: ICTSAS204 is superseded by ICTSAS212
This unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia. It consists of Learning Resource Material (instructional theory), an Assessment Workbook, and information about assessment mapping to the Performance Criteria, Knowledge Evidence, and Performance Evidence requirements of this accredited unit.
Our ICTSAS204 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants. This unit is available for enrolment and online training/assessment via Catapult LMS (Learning Management System). NOTE: If you are a training provider, please do your own validation, in accordance with your Training and Assessment Strategy (TAS).
This ICTSAS204 unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia.
The unit content consists of:
Our ICTSAS204 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants.
This unit is also available for enrolment and online training/assessment via Catapult LMS (Learning Management System). Contact us to learn more.
NOTE: If you are a training provider, please do your own validation, per your Training and Assessment Strategy (TAS).
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.
This unit supersedes ICASAS204A Record client support requirements
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
This unit contains foundation skills
Systems administration and support
None specified.
Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work and include access to:
sites where logging and client support may be recorded and prioritised
client support history records
organisational policy and procedures related to:
critical process
escalation procedures
logging procedures
prioritising client requests
Assessors must satisfy NVR/AQTF assessor requirements.
$17.00 inc GST
