Vocational Education & Training Project

Project

This assessment task requires you to demonstrate the skills and knowledge to manage and resolve problems in an Information and Communications Technology (ICT) environment.

You are required to complete the following assessment activities in this assessment task:

1. Determine, plan and review client support and resolution requirements
2. Develop and implement client support and resolution requirements
   1. undertake support and resolution services, including:
   2. identifying support requirements and procedures
   3. liaising with client contact to determine task alignment
   4. documenting support provided
3. Evaluate client support and resolution requirements
   1. liaising with the client to obtain feedback
   2. act on feedback as appropriate

Resources required to complete this assessment task: 

• Your trainer/assessor will play the organisational representative role.
•  
• A site where industry-specific technologies may be used
• special-purpose tools, equipment and materials required to provide client support services
• industry-standard software packages
• required organisation’s SLAs
• organisation’s escalation procedure/s
• organisation’s documentation processes and style guides

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