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(latest NCVER data)IT service desks rely on workers who have completed ICTICT219 Interact and resolve queries with ICT clients to establish the nature of a client’s query, follow escalation procedures and communicate a clear resolution. Using ICTICT219 learning materials, RTOs can introduce this client-facing unit into entry-level ICT programs where learners begin frontline technical support under supervision.
Learners develop skills in identifying clients and communication methods, lodging queries, applying complaint management processes, determining remediation options, escalating queries, documenting resolutions and responding to client feedback.
Give your team our ICTICT219 RTO training materials instead of creating client query scenarios internally. Purchase RTO materials and deliver ICTICT219 training resources that reflect the full query cycle from lodgement to sign-off.
This package of ICTICT219 training materials provides a prepared foundation for interacting with and resolving queries from ICT clients. Purchase RTO materials to reduce preparation time and support consistent delivery with ICTICT219 RTO learning materials.
Check the latest unit requirements on training.gov.au before delivery. Your team should contextualise and validate these ICTICT219 training materials for its learner cohort, delivery model and selected compliance environment. Use the supplied mapping as a starting point when reviewing your ICTICT219 materials against the Standards for RTOs.
ICTICT219 Interact and resolve queries with ICT clients covers providing routine ICT support to clients in a professional manner. It applies to individuals with responsibility in frontline technical support who work under a level of supervision and exercise discretion and judgement when assisting clients.
The unit addresses five core areas:
Yes. The scenarios support simulated delivery where learners identify, record and resolve client queries and follow escalation procedures. Your team should make sure the simulated environment includes realistic organisational requirements.
Yes. The editable files let your team include its service desk procedures, escalation paths and record templates where contextualisation is permitted.
The Learner Guide and Classroom Activities break the query process into clear stages, giving learners practice with client communication before formal assessment.
No. They are developed as compliant learning resources, but they are not a guarantee of audit outcomes, and your organisation should review and validate them before use.
No. The unlimited student licence allows the purchasing organisation to use the ICTICT219 training resources with all enrolled learners, subject to the applicable licence conditions.
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