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ITINET1802A Provide remote helpdesk support

ITINET1802A: Provide remote helpdesk support

Competency Descriptor: This unit deals with the skills and knowledge required to resolve first
level user support difficulties remotely and applies to individuals
operating in the information and communication industry.

Competency Field: Information Technology

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Determine user support issue 1.1 The eligibility status of the individual experiencing the user
support difficulty is determined against organisational policies
for user support services.

1.2 The user support difficulty with customer/client is clarified

using active listening (if over the phone) and questioning
techniques.

1.3 The user support difficulty is confirmed with the client without
using jargon.

2. Identify hardware or software 2.1 The software, hardware or application (browser, operating
being used by the system, hardware) being used by the customer/client is
customer/client identified.

2.2 The outcome the client is trying to achieve and the progress
made is identified using active listening (if over the phone)
and questioning techniques.

2.3 Steps taken by the client is retraced back to the beginning of

the process without using jargon.

2.4 The client is taken through the process in a clear and logical
manner without using jargon.

3. Confirm resolution of user 3.1 Factors that may create the user support issue are eliminated.
support issue

3.2 The customer/client is walked/ talked successfully through

complete process.

3.3 If resolution is unsuccessful, next level escalation process is

offered to the client and the costs are explained or client is
referred to the next level of support for resolution.

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ITINET1802A Provide remote helpdesk support

4. Maintain communication link 4.1 Resolution of difficulty with client is confirmed in line with the
organisations customer service policy.

4.2 Client/customer satisfaction with current service is confirmed

in line with the organisations customer service policy.

4.3 Client is informed of additional support or services available in

line with the organisations customer service policy.

4.4 Client is provided with additional information related to

products and services offered by the organisation as required
by the organisations up-selling requirements.

4.5 Customer contact is completed in line with the organisations

customer service requirements.

RANGE STATEMENT
This unit applies to the activities associated with the essential operations linked to providing remote
helpdesk support.

Remote support may include contact with Equipment may include:

customer contact centre/desk via:
telephones
phone enterprise specific applications which
e-mail incorporate real-time support for web based
real-time website support products and services
facsimile fax machine

Organisation policies and procedures may Standards may include:

include:
ISO standards
customer service policies Occupational Health and Safety standards
user support policies statutory requirements
up-selling targets and requirements vendor requirements
escalation procedures
documentation and reporting

Client support issues may include: Escalation may include:

use of software applications referral to supervisor

installation of peripherals referral to technical support area
operation and configuration of peripherals referral to contracted service agents
user access contacting vendors
networking problems

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ITINET1802A Provide remote helpdesk support

EVIDENCE GUIDE
Assessment must confirm the ability to successfully resolve user support difficulties remotely whilst
displaying good customer service skills and the ability to up-sell in accordance with the performance
criteria and the range listed within the range of variable statements.

(1) Critical Aspects of Evidence

It is essential that competence is observed in the following aspects:

apply organisational quality procedures and processes

perform all tasks in accordance with standard operating procedures
collect and evaluate information on client support issues
use effective techniques to determine needs and provide support
demonstrate technical knowledge in resolving user support issues
compliance with all relevant organisational and statutory requirements
apply good customer service and maintain open lines of communication
use relevant enterprise system to retrieve and document information
escalate support needs to appropriate party and track progress of request

(2) Pre-requisite Relationship of Units

The pre-requisite for this unit is:

Nil

(3) Underpinning Knowledge and Skills

Knowledge Skills
Knowledge of: The ability to:

customer service policies up-sell services and products

escalation procedures apply a range of well developed
user support policies customer service skills
Occupational Health and Safety use enterprise systems for recording
procedures and accessing information and
functions and features of software and following procedures
hardware products listen actively to identifying customer
current industry procedures and problems
practices communicate clearly and precisely in
organisation structure and culture relation to identifying customer
client business domain problems, identifying where in the
different Information Technology process the problem has occurred and
systems and their operations providing advice to resolve the problem
enterprise services and products interpret user manuals for purposes of
resolving customer problems and
guiding customers through manuals

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ITINET1802A Provide remote helpdesk support

(4) Resource Implications

To demonstrate this unit of competence the candidate will require:

workplace (actual enterprise or simulated)

customer service policies
user support policies
escalation procedures

(5) Method of Assessment

Assessment methods must confirm consistency of performance over time and in a range of
workplace relevant contexts.

Assessment should be by direct observation of tasks and/or samples of work and questioning on
underpinning knowledge.

Assessment should be conducted over time and will generally be in conjunction with assessment
of other units of competency.

Simulated activities must closely reflect the workplace.

(6) Context of Assessment

This unit may be assessed on or off the job. Assessment should include practical demonstration
either in the workplace or through a simulation. A range of methods to assess underpinning
knowledge should support this.

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ITINET1802A Provide remote helpdesk support

CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not
relate to the NCTVET Qualification Framework. They relate to the seven areas of generic competency
that underpin effective workplace practices.

Levels of Competency
Level 1. Level 2. Level 3.
Carries out established Manages process Establishes principles and
processes Selects the criteria for procedures
Makes judgement of the evaluation process Evaluates and reshapes
quality using given process
criteria Establishes criteria for
evaluation

Collect, analyse and organise information Level 2

Communicate ideas and information Level 3
Plan and organise activities Level 1
Work with others and in team Level 2
Use mathematical ideas and techniques Level -
Solve problems Level 3
Use technology Level 2

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.

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