ICTICT219 — Interact and resolve queries with ICT clients
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What an assessment for ICTICT219 must cover
28 assessable components: 3 elements (13 performance criteria), 4 performance evidence and 4 knowledge evidence requirements, plus 7 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.
Elements & performance criteria
1 Prepare to interact with clients
- 1.1Determine ICT clients and communication methods according to organisational requirements
- 1.2Establish and confirm nature of client’s ICT query
- 1.3Lodge client query according to organisational requirements
- 1.4Determine query and complaint management process
- 1.5Determine remediation options according to organisational requirements
2 Respond to client queries
- 2.1Determine required remediation actions according to task requirements
- 2.2Refer and escalate client query to required personnel
- 2.3Plan resolution process according to task requirements
- 2.4Seek and respond to resolution process plan feedback from required personnel
3 Finalise client query process
- 3.1Document and record resolution process according to organisational requirements
- 3.2Communicate client query resolution with client according to task requirements
- 3.3Respond and rectify client feedback
- 3.4Seek final sign-off from required personnel
Performance evidence
- identify, record and document at least one client query
- remediate and communicate at least one solution to a client
- comply with organisational requirements
- follow escalation procedures
Knowledge evidence
- industry standard hardware and software products and their general features and capabilities
- ICT client business domain and business critical functions
- organisational systems and working environment that may assist in interacting and resolving queries with ICT clients
- organisational policies that may assist in interacting and resolving queries with ICT clients
Foundation skills
- Oral communication: Uses active listening and questioning techniques to elicit information and clarify client queries, concerns and complaints
- Reading: Evaluates textual information containing ICT specific terminology to establish proactive training needs
- Writing: Prepare documentation outlining client query and resolution process according to organisational requirements using required grammar and language and applicable ICT terminology
- Planning and organising: Plans a range of routine and some non-routine tasks, accepting stated goals and aiming to achieve them on time
- Problem solving: Recognises and responds to predictable routine problems
- Self-management: Follows explicit protocols immediately related to own role
- Technology: Uses main features and functions of basic digital tools
Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.
See what you get before you start
Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing ICTICT219
What does an assessment tool for ICTICT219 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for ICTICT219 needs to address all 28 unit components: 3 elements with 13 performance criteria, 4 performance evidence requirements, 4 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.
How does Auditori generate an assessment tool for ICTICT219?
Auditori pulls the current release of ICTICT219 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.
Is the first assessment tool really free?
Yes. Every new account includes one free credit — enough to generate the complete assessment tool for ICTICT219 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing ICTICT219 assessment instead of generating a new one?
Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of ICTICT219, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
Related units
- ICTICT213 — Use computer operating systems and hardware
- ICTICT214 — Operate application software packages
- ICTICT215 — Operate digital media technology packages
- ICTICT216 — Design and create basic organisational documents
- ICTICT221 — Identify and use specific industry standard technologies
- ICTICT222 — Research and share ICT solutions for Indigenous users
- ICTICT223 — Install software applications
- ICTICT224 — Integrate commercial computing packages
- ICTICT225 — Operate accounting applications
- ICTICT226 — Operate simple database applications
- ICTICT309 — Create ICT user documentation
- ICTICT310 — Identify and use industry specific technologies
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