People credited with this unit standard can communicate effectively with customers in the context of IT support.

This unit standard is intended to provide proficient knowledge of the areas covered for those working in or entering the workplace in data communications and networking. People credited with this unit standard can communicate effectively with customers in the context of IT support. Assess and respond effectively to customer requests. Maintain positive working relationships with IT customers. The performance of all elements is to a standard that allows for further learning in this area.

Course Content

  • The communication with IT customer staff is polite, clear, and sensitive
  • The communication ensures that information is disseminated to relevant IT customers and staff in a timely, complete, and accurate manner
  • The communication ensures that relevant IT customer staff are informed of progress towards resolving support requests
  • The communication ensures that relevant IT customer staff are informed of deviations from agreed timescales
  • The communication ensures that relevant IT customer staff are informed promptly of any support requests that cannot be resolved
  • The assessment ensures that the information obtained is sufficient, relevant, and valid for the request for support to be investigated 
  • The assessment analyses support records to ensure that agreed levels of support are met 
  • The assessment ensures that the relevant persons are promptly informed of the results of the assessment, following organizational procedures
  • The response to the customer’s request ensures that support actions are promptly initiated to resolve the fault and have been identified, by agreed procedures 
  • The response to the request ensures that relevant colleagues are informed of any unresolved problems
  • The response ensures that support is provided within agreed timescales
  • The response ensures that support records are complete, accurate and up-to-date
 
  • The maintenance ensures that relevant IT customer staff are informed of progress towards resolving support requests 
  • The maintenance ensures that information is disseminated to relevant IT customer staff in a timely, complete, and accurate manner
  • The maintenance ensures that any conflicts with IT customer staff are handled calmly and sensitively
  •  The maintenance ensures that follow-up contact is maintained with customers to ensure they are satisfied with the resolution of previous requests, and if not, action is taken
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
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