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ICTSAS432 — Identify and resolve client ICT problems

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What an assessment for ICTSAS432 must cover

47 assessable components: 6 elements (22 performance criteria), 10 performance evidence and 8 knowledge evidence requirements, plus 7 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Prepare to resolve client ICT problems

  • 1.1Determine client problems and impact of problem according to organisational procedures
  • 1.2Document client response according to organisational policies and procedures
  • 1.3Examine logged requests and determine requirements
  • 1.4Confirm additional information with client and respond to new information according to organisational procedures
  • 1.5Refer to database of known problems and identify resolution options
  • 1.6Establish and record required constraints

2 Prioritise client ICT problems

  • 2.1Undertake impact analysis of problem and determine severity
  • 2.2Prioritise problem according to organisational procedures
  • 2.3Provide problem resolution advice and support to client

3 Refer problems where required

  • 3.1Investigate and refer problems to third parties according to organisational procedures
  • 3.2Provide third party with client and problem details as required
  • 3.3Document advice and support provided by third party according to organisational procedures

4 Carry out maintenance

  • 4.1Obtain required components for resolution according to organisational procedures
  • 4.2Complete maintenance according to organisational procedures
  • 4.3Store and dispose of used components according to organisational environmental guidelines

5 Create maintenance report

  • 5.1Prepare maintenance report according to organisational procedures
  • 5.2Finalise maintenance report and acquire internal sign off
  • 5.3Distribute maintenance report to client and seek and respond to client feedback as required

6 Confirm problem resolution

  • 6.1Obtain and respond to client feedback
  • 6.2Confirm client requirements have been met
  • 6.3Resolve outstanding client requirements and escalate as required
  • 6.4Forward client feedback to required personnel for sign-off and record in problems database

Performance evidence

  • identify, record, prioritise and resolve a client ICT problem on at least two separate occasions.
  • record and prioritise client support activities
  • determine required resources for maintenance activities
  • prioritise client ICT problems, using an impact analysis of the problem
  • complete maintenance activities
  • resolve client problems and escalate according to organisational guidelines and practices
  • refer problems to third parties where required
  • prepare, finalise and distribute maintenance report, including information about problems and resolution action
  • provide advice to the client and seek and record client feedback
  • store and dispose used components.

Knowledge evidence

  • hardware and software products: in use, supported by the organisation
  • organisational procedures, including: problem prioritisation, third party support and documentation, maintenance procedures, maintenance report preparation and distribution
  • sustainable practices consistent with ICT industry
  • environmental guidelines that may apply to identifying and resolving client ICT problems
  • help desk or service desk structure and escalation procedures
  • key functions and basic features of operating system
  • organisational structure of workplace that may be relevant to identifying and resolving client ICT problems
  • workplace security and network guidelines and procedures.

Foundation skills

  • Reading: Interprets technical specifications and numerical data from a range of documentation and sources to assist in rectifying problems
  • Writing: Uses clear language and formats required for the audience to convey explicit technical information, requirements and recommendations
  • Oral Communication: Uses inclusive questioning techniques to obtain information from clients and provides precise advice and information to others
  • Teamwork: Selects and uses required conventions and protocols when communicating with client and others in a range of work contexts
  • Problem solving: Uses formal analytical thinking techniques for identifying issues and generating solutions, seeking input from others as required
  • Self-management: Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes
  • Technology: Uses main features and functions of digital tools to complete work tasks

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:

Questions about assessing ICTSAS432

What does an assessment tool for ICTSAS432 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for ICTSAS432 needs to address all 47 unit components: 6 elements with 22 performance criteria, 10 performance evidence requirements, 8 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for ICTSAS432?

Auditori pulls the current release of ICTSAS432 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for ICTSAS432 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing ICTSAS432 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of ICTSAS432, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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