Unit of competency Outline

Date retreived
23/07/2026 4:31 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Provide first-level remote help desk support

Provide first-level remote help desk support

Unit of competency
National Code
ICTSAS420
State Code
AUW42
TGA Status
Replaced
DTWD Status
Replaced
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
029999 - Information Technology, N.e.c.
Original Release Date
16/09/2015
Nominal Hours
35
Description
This unit describes the skills and knowledge required to resolve first-level user support difficulties or change requests remotely.It applies to experienced individuals who, while working under a level of supervision, have responsibility in a frontline technical support capacity to exercise discretion and judgement using appropriate knowledge to provide assistance and remote help desk support to clients.No licensing, legislative, or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Determine the user support issue
  • 1.1 Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services
  • 1.2 Clarify the user support difficulty or change request with client, using active listening and questioning techniques where possible
  • 1.3 Confirm the nature of the user support difficulty or change request with client, using technical language that is understandable by the client
2. Identify the hardware or software being used by the customer or client
  • 2.1 Identify the software, hardware, network connection or application being used by the client
  • 2.2 Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning techniques
  • 2.3 Step the client back to the beginning of the process using plain English
  • 2.4 Walk the client through the process in a clear and logical manner
3. Confirm resolution of user support issue
  • 3.1 Determine, describe and eliminate factors that may have created the user support issue or permit it to recur
  • 3.2 Explain and guide the client through a complete recovery and resolution process for the issue or change request
  • 3.3 Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs
  • 3.4 Offer next level escalation or lodgement of change request, explaining cost involved, if user request is not possible to resolve under current circumstances
  • 3.5 Document changes where appropriate
4. Maintain communication link
  • 4.1 Confirm resolution of difficulty with client according to client service policy
  • 4.2 Confirm client satisfaction with the current service according to client service policy
  • 4.3 Inform client of additional support or services available, according to the organisation's client service policy
  • 4.4 Provide the client with additional information related to products and services offered by the organisation, as required by the organisation's sales promotion requirements
  • 4.5 Complete the client contact records according to the client service requirements
No information
No information
Replaces
State Code National Code Title Type
D8082 ICASAS420A Provide first-level remote help-desk support Unit of competency
Replaced By
State Code National Code Title Type
OBS52 ICTSAS442 Provide first-level remote help desk support Unit of competency