IT Support & Customer Care
Course Purpose People credited with this unit standard can communicate effectively with customers in the context of IT support. What you’ll learn This unit standard is intended to provide proficient knowledge of the areas covered for those working in or …
Overview
Course Purpose
People credited with this unit standard can communicate effectively with customers in the context of IT support.
What you’ll learn
This unit standard is intended to provide proficient knowledge of the areas covered for those working in or entering the workplace in data communications and networking. People credited with this unit standard can communicate effectively with customers in the context of IT support. Assess and respond effectively to customer requests. Maintain positive working relationships with IT customers. The performance of all elements is to a standard that allows for further learning in this area.
Duration: 1 Day
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Course Curriculum
Curriculum
Curriculum
- 3 Sections
- 16 Lessons
- 1 Day
- Unit 1 : Communicate effectively with customers in context of IT supportASSESSMENT CRITERIA5
- 1.1The communication with IT customer staff is polite, clear, and sensitive
- 1.2The communication ensures that information is disseminated to relevant IT customers and staff in a timely, complete, and accurate manner
- 1.3The communication ensures that relevant IT customer staff are informed of progress towards resolving support requests
- 1.4The communication ensures that relevant IT customer staff are informed of deviations from agreed timescales
- 1.5The communication ensures that relevant IT customer staff are informed promptly of any support requests that cannot be resolved
- Unit 2 : Assess and respond effectively to customer requestsASSESSMENT CRITERIA7
- 1.1The assessment ensures that the information obtained is sufficient, relevant, and valid for the request for support to be investigated
- 1.2The assessment analyses support records to ensure that agreed levels of support are met
- 1.3The assessment ensures that the relevant persons are promptly informed of the results of the assessment, following organizational procedures
- 1.4The response to the customer’s request ensures that support actions are promptly initiated to resolve the fault and have been identified, by agreed procedures
- 1.5The response to the request ensures that relevant colleagues are informed of any unresolved problems
- 1.6he response ensures that support is provided within agreed timescales
- 1.7The response ensures that support records are complete, accurate and up-to-date
- Unit 3 : Maintain positive working relationships with it customersASSESSMENT CRITERIA4
- 1.1The maintenance ensures that relevant IT customer staff are informed of progress towards resolving support requests
- 1.2The maintenance ensures that information is disseminated to relevant IT customer staff in a timely, complete, and accurate manner
- 1.3The maintenance ensures that any conflicts with IT customer staff are handled calmly and sensitively
- 1.4The maintenance ensures that follow-up contact is maintained with customers to ensure they are satisfied with the resolution of previous requests, and if not, action is taken
Requirements
- Grade 12
- NQF Level 4
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Course Features
- Lectures 16
- Quiz 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 1400
- Assessments Yes