Unit of competency Outline

Date retreived
22/07/2026 11:36 PM AWST

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Interact with ICT clients

Interact with ICT clients

Unit of competency
National Code
ICTICT209
State Code
AUU18
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
120505 - Work Practices Programmes
Original Release Date
16/09/2015
Nominal Hours
20
Description
This unit describes the skills and knowledge required to provide routine information and communications technology (ICT) support to clients in a professional manner.It applies to 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.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Deliver support to ICT clients
  • 1.1 Provide support for ICT clients in a courteous and professional manner according to organisational policy
  • 1.2 Establish and confirm nature of client’s ICT concerns using active listening and questioning
  • 1.3 Maintain client contact and provide progress information until the problem is resolved
2. Respond to ICT client complaints
  • 2.1 Respond to ICT client’s concerns and issues, demonstrating a positive, sensitive and helpful attitude
  • 2.2 Escalate and refer client concerns to support person if required, explaining the nature of issues involved
  • 2.3 Resolve ICT client complaint using recommendations from the support person
  • 2.4 Document and record ICT client concerns and solutions, according to organisational guidelines
3. Evaluate received ICT client complaints
  • 3.1 Analyse recent ICT register
  • 3.2 Propose proactive training to appropriate person
No information
No information
Replaces
State Code National Code Title Type
D7851 ICAICT209A Interact with ICT clients Unit of competency
Replaced By
State Code National Code Title Type
OBU36 ICTICT219 Interact and resolve queries with ICT clients Unit of competency