Unit of competency Outline

Date retreived
23/07/2026 2:06 AM AWST

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Work and communicate effectively in an ICT environment

Work and communicate effectively in an ICT environment

Unit of competency
National Code
ICTICT202
State Code
AUX00
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
120505 - Work Practices Programmes
Original Release Date
16/09/2015
Nominal Hours
30
Description
This unit describes the skills and knowledge required to work and communicate effectively within organisational policies and governance arrangements, using information and communications technology (ICT) systems, equipment and software.It applies to individuals who may work under supervision with responsibility to support others within a small office environment.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Prepare to communicate and work effectively within an ICT organisation
  • 1.1 Gather input from sources of information to develop, refine and document ICT roles and services in an organisation
  • 1.2 Develop clear knowledge of enterprise policies, procedures and organisational requirements, including principles of equal employment opportunity (EEO) and anti-discrimination
  • 1.3 Identify ICT policy and procedures, and determine whether they are applied in practice
  • 1.4 Determine key players within the organisation and their role and importance
2. Use positive and varied communication strategies with ICT clients
  • 2.1 Receive requests and enquiries regarding use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner
  • 2.2 Respond appropriately to client and colleague requirements, and identify options
  • 2.3 Present written information and ideas in clear and concise language to ensure the intended meaning is understood
  • 2.4 Record information or messages and refer client requests to the appropriate person according to organisational procedures
  • 2.5 Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry
  • 2.6 Escalate inquiries that cannot be satisfied immediately
  • 2.7 Supply follow-up information to client as required in a timely manner
  • 2.8 Accommodate cultural differences in the workplace
No information
No information
Replaces
State Code National Code Title Type
D7844 ICAICT202A Work and communicate effectively in an IT environment Unit of competency