TIDAT1473A: Provide advice to clients

ITIDAT1473A: Provide advice to clients

Competency Descriptor:
This unit deals with the skills and knowledge required to convey
technical knowledge to clients and applies to individuals operating
in the information and communication industry.

Competency Field: Information Technology

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1 Analyse client support issues 1.1 Logged requests are answered in accordance with
organisation guidelines.

1.2 Client support issues are investigated and documented in

accordance with organisation guidelines.

1.3 Previous logs are checked for similar problem reported by

the same client or other clients.

2 Provide advice on software 2.1 Client requirements are confirmed.

2.2 Advice is determined and provided or client is referred to

appropriate party for further technical assistance.

2.3 Advice is provided to client to overcome software problem

in line with organisation guidelines.

2.4 The appropriate manuals and help documentation are

provided to client.

2.5 Group or one to one instruction is provided as the need

arises.

2.6 Upgrade requirements or new software requirements are

documented and recommendations are referred to
supervisor/management.

3 Provide advice on hardware 3.1 Client requirements are obtained from documentation.

3.2 Advice is provided to client to overcome hardware

problem in line with organisation guidelines.

3.3 The appropriate manuals and help documentation are

provided to client.

3.4 Group or one to one instruction is provided, as required.

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 TIDAT1473A: Provide advice to clients

3.5 Further requirements are documented, such as new

equipment requirements and recommendations are
referred to supervisor/management.

4 Provide advice on network 4.1 Client requirements are obtained from documentation.

4.4 Advice and support are provided to client to overcome

network problem in line with organisation guidelines.

4.5 Manuals and help documentation are provided to client.

4.6 Group or one to one instruction is provided, as required.

4.7 Further requirements are documented and

recommendations are referred to
supervisor/management.

5 Obtain client feedback 5.1 Client evaluation and feedback are obtained to ensure
client requirements are met.

5.2 The client is allowed to perform function without

assistance according to instructions.

RANGE STATEMENT
This unit applies to activities associated with essential operations linked to conveying technical
information to clients.

Advice on hardware may include: Advice on software may include:

use of laptop, notebooks and disk drives creation of templates

operations of scanners and printers generation of complex reports
reconfiguration of settings use of macros
adjusting screen resolution log on procedures and passwords

Support may include: Identification of client requirements may involve:

provision of manuals on-site examination

identification of training needs interviewing client
one on one training referring to similar complaints
referral to technical support referring to vendor and product manuals

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 TIDAT1473A: Provide advice to clients

Organisation policies and procedures may include:

client service standards

IT training policy and procedures
client liaison policy

EVIDENCE GUIDE
Competency is to be demonstrated by the ability to convey technical knowledge to clients in accordance
with the performance criteria and the range listed within the range of variables statement.

(1) Critical Aspects of Evidence

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

determination of client requirements

analysis of support issues
provision of correct information to client
compliance with organisation policies and guidelines
escalating issues outside scope of responsibility to relevant party
provide good customer service
provide relevant manuals and documentation to clients
carry out relevant documentation and reporting

(2) Pre-requisite Relationship of Units

The pre-requisite for this unit is:

ITIDAT0212A Use advance features of computer application

(3) Underpinning Knowledge and Skills

Knowledge
Knowledge of:

operating systems supported by the organisation

advanced features and functions of software
information sources
contract and service agreements with vendors
operating systems functions and basic features
hardware and software supported by the organisation
features of different types of hardware
advanced knowledge of software features supported by the organisation
security and network guidelines/procedures
available in-house and vendor support
Occupational Health and Safety legislation relating to the use of equipment

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 TIDAT1473A: Provide advice to clients

Skills
The ability to:

write macros and templates

one to one instruction
client needs assessment methods
interpretation of technical manuals
verbal and non-verbal communication skills to convey and clarify complex information
apply customer service skills in a range of contexts at various levels

(4) Resource Implications

The following resources should be made available:

workplace (actual enterprise or simulated)

(5) Method of Assessment

Competency shall be assessed while work is undertaken with little or no supervision. Work is
undertaken with a great degree of autonomy or as part of a team.

Competencies in this unit may be determined concurrently. Assessment must be in accordance

with the performance criteria.

(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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 TIDAT1473A: Provide advice to clients

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 the procedures
Makes judgement of 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 2
Plan and organise activities Level 2
Work with others and in team Level 2
Use mathematical ideas and techniques Level 2
Solve problems Level 2
Use technology Level 2

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

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Copyright 2004 National Council on Technical & Vocational Education & Training (NCTVET)
All rights reserved. No part of this document may be reproduced in any form or by any means without the prior permission of the
publishers.