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).
This ICTSAS212 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 ICTSAS212 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, 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.
Supersedes and is equivalent to ICTSAS204 Record client support requirements.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Systems administration and support
Not applicable
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.
$17.00 inc GST
