ICTSAS442 — Provide first-level remote help desk support
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What an assessment for ICTSAS442 must cover
46 assessable components: 4 elements (15 performance criteria), 16 performance evidence and 7 knowledge evidence requirements, plus 8 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 Determine the user support issue
- 1.1Determine eligibility status of individual experiencing user support difficulty against organisational guidelines
- 1.2Clarify user support difficulty and change request with client
- 1.3Confirm nature of user support difficulty and change request with client
2 Identify the ICT system being used by the client
- 2.1Identify software, hardware, network connection and application being used by client
- 2.2Identify expected client outcome and stage of issue resolution
- 2.3Step client back to beginning of resolution process
3 Confirm resolution of user support issue and change request
- 3.1Determine, describe and eliminate factors that created user support issue and permit it to recur
- 3.2Explain and guide client through complete recovery and resolution process
- 3.3Provide handling and resolution instructions to client
- 3.4Escalate change request where required
- 3.5Document changes where required
4 Finalise client support procedures
- 4.1Confirm resolution of issue and obtain client satisfaction with client according to client service policy
- 4.2Inform client of additional support and services available, according to the organisation’s client service policy
- 4.3Provide client with additional product and service information according to organisation’s sales promotion requirements
- 4.4Complete client contact records according to client service requirements
Performance evidence
- resolve one first-level user support issue of an ICT system and one first-level change request of a different ICT system, for two separate clients.
- In the course of the above, the candidate must:
- identify nature of the user difficulty and determine required support
- identify ICT system being used by client, such as:
- software
- hardware
- network connection
- application
- resolve first-level user support difficulties remotely
- demonstrate customer service skills
- engage with the client using a range of communication skills, such as:
- active listening
- questioning
- clear and concise language
- logical, plain English
- obtain client feedback and document problem resolution.
Knowledge evidence
- customer service policies and procedures
- contexts where escalation procedures are required
- organisational guidelines, including user support services
- work health and safety (WHS) procedures related to:
- work environment
- organisational requirements
- user support policies of limited complexity related to known or basic options.
Foundation skills
- Reading: Interprets and analyses technical and non-technical information from a range of sources to determine requirements and complete required actions
- Writing: Accurately records information and numerical data and prepares documentation using clear and accurate language to convey explicit information, requirements and recommendations
- Oral Communication: Articulates ideas and strategies using effective communication techniques and industry standard technical language intended for audience and environment • Explain the processes involved with resolving client problems in a logical manner, using plain English
- Teamwork: Selects and uses required conventions and protocols when communicating with clients in a range of work contexts
- Numeracy: Uses mathematical equations to calculate costs and estimate time in providing client services and in determining required actions
- Self-management: Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes
- Problem solving: Applies analytical processes to resolve technical or conceptual problems
- 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.
See what you get before you start
Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing ICTSAS442
What does an assessment tool for ICTSAS442 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for ICTSAS442 needs to address all 46 unit components: 4 elements with 15 performance criteria, 16 performance evidence requirements, 7 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 ICTSAS442?
Auditori pulls the current release of ICTSAS442 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 ICTSAS442 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing ICTSAS442 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 ICTSAS442, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
Related units
- ICTSAS210 — Update and maintain hardware, software and documentation inventories
- ICTSAS211 — Develop solutions for basic ICT malfunctions and problems
- ICTSAS212 — Record the requirements of client support requests
- ICTSAS213 — Maintain the integrity of ICT systems
- ICTSAS214 — Protect devices from spam and destructive software
- ICTSAS215 — Protect and secure information assets
- ICTSAS216 — Maintain ICT equipment and replace consumables
- ICTSAS217 — Connect a home based local wireless network
- ICTSAS218 — Obtain and connect hardware peripherals
- ICTSAS305 — Provide ICT advice to clients
- ICTSAS308 — Run standard diagnostic tests
- ICTSAS309 — Maintain and repair ICT equipment and software
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