(ICAITS022B)
Determine client computing problems and action
This unit defines the competency required to record and prioritise client support activities, determine the required resources, solve the client problem or escalating as necessary
Specific client requirements from logged requests are determined and further appropriate investigation such as on site visit is carried out, to gain further information.
2. ICAITS022B/02 Prioritise client problems :
Scale of problem is determined and monitored.
Problem constraints are determined. Impact analysis of problem to organization is undertaken.
Priorities are determined. Advice and support are provided to the client from database of known problems,
3. ICAITS022B/03 Refer maintenance to supervisor where required
Options of referral or action are investigated and appropriate
Client help documentation is provided as required.
Support and advice are documented according to organization guidelines. Maintenance and technical support agreements are dete
Problem is referred to supervisor, management or technical area as required.
Referrals are documented and tracked according to organization guidelines.
4. ICAITS022B/04 Carry out maintenance
New components are obtained in line with organization guidelines.
Maintenance is completed in line with organization guidelines.
Used components are stored and disposed of in accordance with organization guidelines.
5. ICAITS022B/05 Prepare maintenance report
Maintenance is prepared in line with organisation guidelines.
Maintenance requirements to appropriate area are escalated as required.
6. ICAITS022B/06 Confirm problem resolution
Client evaluation and feedback are obtained to ensure requirements of client are met.
Problem is resolved to client satisfaction or client is referred to supervisor/appropriate person for follow up. Problem is resolved to client satisfaction.
Key Competencies
Documentation and Reporting
Audit trails, naming standards, version control.
Advice and support
can include: provision of client documentation, manuals; documentation from vendor ; advice on software supported by the organisation can include but is not limited to formatting spreadsheets, creation of graphs, setting up of word processing documents for printing, setting up an electronic mail system; advice on hardware supported by the organisation, including but not limited to operation of printers, setting of screen resolution, formatting of disks, reconfiguration of printers and scanners.
OH and S Standards
As per company, statutory and vendor requirements. Ergonomic and environmental factors must be considered during the demonstration of this competency.
Further investigation
can include: On site examination; Question and answers; Active listening to client and other employees; Contacting vendor or maintenance contract organisations; Referring to technical area.
Organisational Standards
May be based upon formal, well-documented methodologies or non-existent. For training delivery purposes best practice examples from industry will be used.
Database of known problems
can include information available in the workplace, from Internet or from software vendors.
Organisation information
includes security procedures, logged call procedures, contracting arrangements relating to Information Technology purchasing.
