Unit of competency Outline

Date retreived
22/07/2026 3:22 PM AWST

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Manage client problems

Manage client problems

Unit of competency
National Code
ICTSAS527
State Code
OBS44
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
19/01/2021
View on TGA
State Implementation and Classification
Approved Date
15/01/2021
Field of Education
029999 - Information Technology, N.e.c.
Original Release Date
15/01/2021
Nominal Hours
20
Description
This unit describes the skills and knowledge required to liaise and support clients to manage and resolve problems in an Information and Communications Technology (ICT) environment.It applies to individuals who apply high level technical and specialised knowledge in assisting clients to support, manage and resolve problems.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Determine and review client support and resolution requirements
  • 1.1 Diagnose potential troubleshooting and identify resolution requirements
  • 1.2 Determine cause and analysis of the problem in accordance with client documentation and support requirements
  • 1.3 Review organisational support and resolution documentation and identify the clients point of contact
  • 1.4 Review service level agreement (SLA) and determine action and escalation procedures
  • 1.5 Verify the client support and resolution requirements with relevant personnel with the client contact
2. Develop and implement client support and resolution requirements
  • 2.1 Develop required process required for client support and resolution requirements
  • 2.2 Implement process required for client support and resolution requirements
  • 2.3 Maintain communication with required personnel throughout support activity
  • 2.4 Document support activities and resolution outcomes according to client requirements
3. Evaluate client support and resolution requirements
  • 3.1 Gather support and resolution services feedback from required personnel
  • 3.2 Determine improvements to future support services according to organisational requirements
  • 3.3 Submit documentation to required personnel and seek and respond to feedback
  • 3.4 Contact client to determine satisfaction with support and resolution services provided
No information
No information