Record the requirements of client support requests

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 ICTSAS212 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 ICTSAS212 training material in this resource

ICTSAS212 information from training.gov.au.


This unit describes the skills and knowledge required to record, prioritise and escalate client support requests, using the required record-keeping and documentation practices.

It applies to those who provide frontline technical client support in small or large office environments. In this context, the individual is not expected to resolve the client support requests.

Unit mapping information

Supersedes and is equivalent to ICTSAS204 Record client support requirements.

Licensing, legislative, regulatory or certification requirements

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

Foundation skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit sector or competency field

Systems administration and support

Prerequisite, co-requisite or interdependent assessment of units

Not applicable

Assessment conditions

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This includes access to:

  • equipment, software and tools required to process and document requests

  • client support requests and required documentation

  • client support history records

  • organisational policy and procedures for:

    • critical cases and escalation processes and procedures

    • escalation procedures

    • logging procedures

    • prioritising client requests

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Shopping cart0
There are no products in the cart!