ICTSAS420 Provide first-level remote help
desk support
Release: 1
ICT SAS420 Provide first-level remote help desk support Date this document was generated: 2 September 2019
ICTSAS420 Provide first-level remote help desk support
Modification History
Release Comments
Release 1 This version first released with ICT Information and
Communications Technology Training Package Version
1.0.
Application
This unit describes the skills and knowledge required to resolve first-level user support
difficulties or change requests remotely.
It applies to experienced individuals who, while working under a level of supervision, have
responsibility in a frontline technical support capacity to exercise discretion and judgement
using appropriate knowledge to provide assistance and remote help desk support to clients.
No licensing, legislative, or certification requirements apply to this unit at the time of
publication.
Unit Sector
Systems administration and support
Elements and Performance Criteria
ELEMENT PERFORMANCE CRITERIA
Elements describe the Performance criteria describe the performance needed to
essential outcomes. demonstrate achievement of the element.
1. Determine the user 1.1 Determine the eligibility status of the individual experiencing
support issue the user support difficulty against organisational guidelines for
user support services
1.2 Clarify the user support difficulty or change request with
client, using active listening and questioning techniques where
possible
1.3 Confirm the nature of the user support difficulty or change
request with client, using technical language that is understandable
by the client
2. Identify the hardware 2.1 Identify the software, hardware, network connection or
Approved Page 2 of 5
© Commonwealth of Australia, 2019 PwC’s Skills for Australia
ICT SAS420 Provide first-level remote help desk support Date this document was generated: 2 September 2019
ELEMENT PERFORMANCE CRITERIA
or software being used by application being used by the client
the customer or client 2.2 Identify the outcome the client is trying to achieve and the
stage of the process they have reached, using active listening and
questioning techniques
2.3 Step the client back to the beginning of the process using plain
English
2.4 Walk the client through the process in a clear and logical
manner
3. Confirm resolution of 3.1 Determine, describe and eliminate factors that may have
user support issue created the user support issue or permit it to recur
3.2 Explain and guide the client through a complete recovery and
resolution process for the issue or change request
3.3 Provide sufficient instruction to the client to enable effective
handling and resolution of the issue, if it recurs
3.4 Offer next level escalation or lodgement of change request,
explaining cost involved, if user request is not possible to resolve
under current circumstances
3.5 Document changes where appropriate
4. Maintain 4.1 Confirm resolution of difficulty with client according to client
communication link service policy
4.2 Confirm client satisfaction with the current service according
to client service policy
4.3 Inform client of additional support or services available,
according to the organisation’s client service policy
4.4 Provide the client with additional information related to
products and services offered by the organisation, as required by
the organisation’s sales promotion requirements
4.5 Complete the client contact records according to the client
service requirements
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in
the performance criteria that are required for competent performance.
Skill Performance Description
Criteria
Approved Page 3 of 5
© Commonwealth of Australia, 2019 PwC’s Skills for Australia
ICT SAS420 Provide first-level remote help desk support Date this document was generated: 2 September 2019
Reading 1.1, 2.1 Interprets and analyses technical and non-technical
information from a range of sources to determine
requirements and complete necessary actions
Writing 3.5, 4.5 Accurately records client information using required
format, terminology and conventions
Uses concise language and correct spelling and
grammar to clearly convey explicit information and
actions taken
Oral 1.1-1.3, 2.1-2.4, Uses active questioning and listening techniques to
Communication 3.1-3.4, 4.1-4.4 convey and clarify information and confirm
understanding
Conveys complex technical information using clear
and concise language pitched to a level that the client
understands
Numeracy 3.4, 3.5, 4.4 Uses mathematical equations to calculate costs and
estimate time in providing client services and in
determining required actions
Interact with 1.2, 1.3, 2.2-2.4, Selects and uses appropriate conventions and protocols
others 3.2-3.4, 4.1-4.4 when communicating with clients in a range of work
contexts
Get the work 1.1-1.3, 2.1, 2.3, Takes responsibility for planning, sequencing and
done 2.4, 3.1-3.4, 4.1-4.5 prioritising tasks and own workload for efficiency and
effective outcomes
Applies analytical processes to resolve technical or
conceptual problems
Uses main features and functions of digital tools to
complete work tasks
Unit Mapping Information
Code and Code and title Comments Equivalence
title status
previous
current version
version
ICTSAS420 ICASAS420A Updated to Equivalent
Provide Provide meet unit
first-level first-level Standards for
remote help remote help Training
desk support desk support Packages
Approved Page 4 of 5
© Commonwealth of Australia, 2019 PwC’s Skills for Australia
ICT SAS420 Provide first-level remote help desk support Date this document was generated: 2 September 2019
Links
Companion Volume implementation guides are found in VETNet -
https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=a53af4e4-b400-484e-b778-71c9e
9d6aff2
Approved Page 5 of 5
© Commonwealth of Australia, 2019 PwC’s Skills for Australia
