Record client support requirements (Superseded)

Note: ICTSAS204 is superseded by ICTSAS212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).

$17.00 inc GST

Total: $17.00

Unit information about the ICTSAS204 training material in this resource

ICTSAS204 information from training.gov.au.


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.

Unit mapping information

This unit supersedes ICASAS204A Record client support requirements

Licensing, legislative, regulatory or certification requirements

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Foundation skills

This unit contains foundation skills

Unit sector or competency field

Systems administration and support

Prerequisite, co-requisite or interdependent assessment of units

None specified.

Assessment conditions

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.

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