114052 Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement

Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement

SAQA US ID	UNIT STANDARD TITLE
114052	Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
ORIGINATOR
SGB Information Systems and Technology
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
–
FIELD			SUBFIELD
Field 10 – Physical, Mathematical, Computer and Life Sciences			Information Technology and Computer Sciences
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 5	Level TBA: Pre-2009 was L5	8
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Reregistered		2015-07-01	2018-06-30	SAQA 10105/14
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2019-06-30		2022-06-30

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

This unit standard is intended:

· To provide proficient knowledge of the areas covered

· For those working in, or entering the workplace in the area of Data Communications & Networking

People credited with this unit standard are able to:

· Communicate effectively with customers in 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.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

The credit value of this unit is based on a person having prior knowledge and skills to:

· Understand the infrastructure of typical IT systems, including Local area networked PC`s or desktop workstations

· Understanding of the principles of business and the role of IT in business

· Understanding service level agreements

UNIT STANDARD RANGE

The learner should be given a service level agreement (SLA) to interpret and use during the assessment of the standard. Timeframes, levels of documentation and other tasks specified in the unit standard should be done according to the supplied SLA, to demonstrate the necessary understanding.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Communicate effectively with customers in context of IT support.

OUTCOME RANGE

Customers are any end-users or line managers requesting IT support.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. The communication with IT customers staff is polite, clear and sensitive.

ASSESSMENT CRITERION 2

2. The communication ensures that information is disseminated to relevant IT customers staff in a timely, complete and accurate manner.

ASSESSMENT CRITERION 3

3. The communication ensures that relevant IT customer staff are informed of progress towards the resolution of support requests.

ASSESSMENT CRITERION 4

4. The communication ensures that relevant IT customers staff are informed of any deviations from agreed timescales.

ASSESSMENT CRITERION 5

5. The communication ensures that relevant IT customers staff are informed promptly of any support requests which could not be resolved.

SPECIFIC OUTCOME 2

Assess and respond to effectively to customer requests.

OUTCOME RANGE

In accordance with the services level agreement provided.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. The assessment ensures that the information obtained is sufficient, relevant, and valid in order for the request-for-support to be investigated.