Unit of competency Outline

Date retreived
23/07/2026 10:55 PM AWST

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Participate in ICT services

Participate in ICT services

Unit of competency
National Code
ICTICT422
State Code
AUU52
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
080301 - Business Management
Original Release Date
16/09/2015
Nominal Hours
20
Description
This unit describes the skills and knowledge required to apply the principles of service management when working in an information and communications technology (ICT) service desk environment.It applies to individuals who work in ICT service roles and are responsible for providing ICT service desk support.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Prepare to work on a service desk
  • 1.1 Identify policy and procedures of service desk quality
  • 1.2 Apply concepts and terminology associated with a service desk environment
  • 1.3 Use appropriate service principles
2. Support a service desk
  • 2.1 Use service desk systems to open a new service call
  • 2.2 Inform customer of the progress of the call using service principles
  • 2.3 Escalate a service desk call following service principles
  • 2.4 Implement service desk closure principles
  • 2.5 Seek user feedback following closure of a service desk call
3. Apply continuous improvement to service desk
  • 3.1 Review service desk records
  • 3.2 Plan methods of improving performance
  • 3.3 Document proposed improvements and submit to appropriate person
No information
No information
Replaces
State Code National Code Title Type
D7883 ICAICT422A Participate in IT services Unit of competency
Replaced By
State Code National Code Title Type
OBU12 ICTICT446 Apply ICT service management principles Unit of competency
State Code National Code Title Type
AVY7 ICT40215 Certificate IV in Information Technology Support Qualification