RTO No: 91223
CONTENTS
Section 2: Client support provision. 8
| Student name: | |
| Assessor: | |
| Date: | |
| Business this assessment is based on: |
Section 1: Client contact
| Client 1 and their problem: | |
| Client 1 Contact: | |
| Client 2 and their problem: | |
| Client 2 Contact: | |
| Information Assess the information about the problem that you have been provided in the support log along with the client documentation. Document the specific problem and the supporting documentation that you have to assist. Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. | |
| Troubleshooting Identify the troubleshooting methods that you can use to diagnose each client’s problem. Document each method you determine that is appropriate. Give at least two examples. Distinguish whether you will use the same or different methods for each client. | |
| Cause Diagnose and analyse the cause of the problem for each client. Conduct and document further research as required. For example, you might look up on the Internet about this problem to find answers. Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. | |
| Resolution Assess and document how the problem can be resolved, including any escalation requirements. Review the ICT Support Procedure to assist you with this. If the problem does not need to be escalated, describe what would happen if it did. Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. | |
| Service Level Agreement Review the Service Level Agreement for the client and determine whether the support can be provided under the terms of the agreement. Explain why or why not. Summarise the key procedures that are to be followed for the provision of support. Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. | |
| Email to client (cc’ed to supervisor) Document your email to the client here. The email should confirm the support and resolution services that will be provided. Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. |
Section 2: Client support provision
| Tools, equipment and materials Write down the tools/equipment/materials you will use to complete your work for each client problem. Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. | ||
| Support provided You must include evidence of all of the support and resolution services you provide. This could be a range of evidence depending on the support you provide. For example: Screenshots of the client issueScreenshots of the steps you took to resolve the client’s problems.Photos of the client issuePhotos of the steps you took to resolve the client’s problems.Recordings of conversationsEmails to clients Make sure you include evidence of all steps. Make sure you include evidence that you communicated with the client throughout the support process e.g. emails, phone calls. As a minimum this should be advising the client that the job is complete. Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. | ||
| Attach: | Evidence of support provided | ☐ |
| Feedback Write down feedback you received from the roundtable discussion on how you resolved each client problems. What feedback did you receive? Make sure you include information for both clients. Clearly distinguish the information into Client 1 and 2. | |
| Client survey Write down five questions you could use to obtain feedback on support and resolutions services from a c client. | |
| What did you learn from the feedback you received from the roundtable discussion? How would you offer support services differently in the future based on this feedback? |
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