This workbook belongs to you. It is designed to serve as a guide for the duration of your training programme. It contains readings, activities, and application aids that will assist you in developing the knowledge and skills stipulated in the specific outcomes and assessment criteria. Follow along in the guide as the facilitator takes you through the material, and feel free to make notes and diagrams that will help you to clarify or retain information. Jot down things that work well or ideas that come from the group. Also, note any points you would like to explore further. Participate actively in the skill practice activities, as they will give you an opportunity to gain insights from other people’s experiences and to practice the skills. Do not forget to share your own experiences so that others can learn from you too.
Author: Neftaly Malatjie
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 CRITERIAASSESSMENT 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 CRITERIAASSESSMENT 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.
ASSESSMENT CRITERION RANGE
Reports; Problem areas; Type of system; Context of the problem; Desired result.
ASSESSMENT CRITERION 2
2. The assessment analyses support records to ensure that agreed levels of support are met.
ASSESSMENT CRITERION RANGE
Records include but not limited to: date/ time of request; customer information; actions taken; results.
ASSESSMENT CRITERION 3
3. The assessment ensures that the relevant persons are promptly and clearly informed of the results of the assessment, following organisational procedures.
ASSESSMENT CRITERION 4
4. The response to the customer`s request ensures that support actions are promptly initiated to resolve the fault has been identified, in accordance with agreed procedures.
ASSESSMENT CRITERION RANGE
Technical advice; Diagnostic/Remedial action; Instructions.
ASSESSMENT CRITERION 5
5. The response to the request ensures that relevant colleagues are informed of any unresolved problems.
ASSESSMENT CRITERION RANGE
Line managers; Technical specialists.
ASSESSMENT CRITERION 6
6. The response ensures that support is provided within agreed timescales.
ASSESSMENT CRITERION 7
7. The response ensures that support records are complete, accurate and up-to-date.
ASSESSMENT CRITERION RANGE
Date & Time of request for support; Customer details; Support actions taken; Results.
SPECIFIC OUTCOME 3
Maintain positive working relationships with IT customers.
OUTCOME RANGE
Customer staff are end-users and line managers.
ASSESSMENT CRITERIAASSESSMENT CRITERION 1
1. The maintenance ensures that relevant IT customer staff are informed of progress towards the resolution of support requests.
ASSESSMENT CRITERION 2
2. The maintenance ensures that information is disseminated to relevant IT customer staff in a timely, complete and accurate manner.
ASSESSMENT CRITERION 3
3. The maintenance ensures that any conflicts with IT customer staff is handled calmly and sensitively.
ASSESSMENT CRITERION 4
4. The 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.
114052 PROGRAMME ALIGNMENT – 114052
PROGRAMME ALIGNMENT – 114052
SO – Specific Outcomes
AC – Assessment Criteria
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
114052
NQF LEVEL 5
8 CREDITS
1.
SO’S
AC’S
MANUAL NAME
UNIT/CHAPTER
TOPIC
PAGE
Communicate effectively with customers in context of IT support.
SO1
AC 1
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
1.2
Polite communication with IT customers
8
AC 2
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
1.3
Disseminating information to customers and stuff
10
AC 3
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
1.4
Handling customer requests and communicating progress and unresolved issues
11
AC 4
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
1.5
Communicating with customers/ stuff of deviations from agreed timescales
14
AC 5
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
1.4
Handling customer requests and communicating progress and unresolved issues
11
2.
SO’S
AC’S
MANUAL
UNIT/CHAPTER
TOPIC
PAGE
Assess and respond to effectively to customer requests.
S O 2
AC 1
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
2.1
Collecting valid, sufficient and relevant information from clients
17
AC 2
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
2.2
Analysing support records
19
AC 3
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
2.3
Information relevant people on assessment outcome
21
AC 4
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
2.4
Responding to customer requests promptly and within agreed timeframes
23
AC 5
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
2.5
Communicating/ or escalating unresolved problems
24
AC 6
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
2.4
Responding to customer requests promptly and within agreed timeframes
23
AC 7
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
2.5
Responding to customer requests promptly and within agreed timeframes
24
3.
SO’S
AC’S
MANUAL
UNIT/CHAPTER
TOPIC
PAGE
Maintain positive working relationships with IT customers
S O 3
AC 1
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
1.3
Disseminating information to customers and stuff
10
AC 2
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
1.3
Disseminating information to customers and stuff
10
AC 3
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
3.2
Handling conflicts with customers
29
AC 4
Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
3.3
Maintaining follow-up contact with customers
34
Specific Outcomes (Practical Competency, Skills) (SO)
Implies the ability to apply acquired knowledge practically in the workplace to achieve a related task. An observation checklist relating to the set assessment criteria are used to assess the learner’s achievement of the specific outcomes.
Assessment Criteria (AC)
The criteria against which the achievement of the specific outcomes of a unit standard are measured. Assessment criteria are normally set for specific outcomes only, with essential embedded knowledge implied in the assessment criteria.