ICTSAS305 — Provide ICT advice to clients

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What an assessment for ICTSAS305 must cover

33 assessable components: 3 elements (18 performance criteria), 3 performance evidence and 7 knowledge evidence requirements, plus 5 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 Review client support issues

1.1Check for new problems logged by client
1.2Check previous logs for similar problems or requests from client
1.3Investigate and document support issues affecting client
1.4Notify client of the results of investigation and provide advice and support on findings
1.5Obtain client feedback and make changes

2 Provide advice on software, hardware or network

2.1Confirm software, hardware or network requirements with client
2.2Investigate and document a solution
2.3Document additional requirements identified in the investigation and refer them to the client
2.4Obtain approval from client to implement the solution
2.5Investigate and document amount of technical support client may require
2.6Discuss and agree level of technical support identified with client
2.7Arrange time with client when support will take place
2.8Provide technical support as part of group or one-to-one instruction to the client
2.9Provide manuals and help documentation to client

3 Obtain client feedback

3.1Create an appropriate evaluation or feedback form or other mechanism to gather feedback about solution and support provided
3.2Provide client with instructions on how to complete form or use other means of providing feedback
3.3Distribute evaluation or feedback to client
3.4Review feedback from client to identify areas for improvement

Performance evidence

investigate client support requests and provide a documented solution after consultation with client
convey comprehensive technical information to clients in a clear, concise, jargon-free and coherent manner
use technical manuals and ‘help’ documentation.

Knowledge evidence

identify and describe the available in-house and vendor support
explain contract and service agreements with vendors
identify features of different types of hardware supported by the organisation
identify sources of information relevant to the provision of services and support
identify operating system: functions and basic features, supported by the organisation
identify and describe security and network guidelines and procedures
identify the advanced features of software, including the functions and support provided by the organisation.

Foundation skills

Reading: Interprets and evaluates information to compare technical specifications, identify areas of improvement and recognise solutions to new and emerging issues
Writing: Uses written vocabulary, grammatical structures and conventions to accurately convey instructions and record complex information
Oral Communication: Participates in verbal exchange of ideas/solutions using detailed and clear language to contribute information for discussion and confirm client requirements. Varies content, structure, style, tone and vocabulary to suit the needs of audiences.
Interact with others: Participates in routine conversations directly relevant to role, responding and contributing in appropriate ways when providing advice to clients and receiving feedback. Shares information and resources, offers assistance voluntarily and provides feedback on others’ work when providing client support.
Get the work done: Plans a range of routine, and some non-routine, tasks, accepting stated goals and aiming to achieve them efficiently when obtaining feedback from client. Implements actions as per plan, making slight adjustments if necessary, and addressing some unexpected issues. Selects from a range of predetermined options in routine situations, identifying and taking some situational factors into account. Applies formal problem solving processes when tackling an unfamiliar problem, breaking complex issues into manageable parts and identifying and evaluating several options for action. Understands key principles and concepts that underpin the design and operation of digital systems and 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.

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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:

Questions about assessing ICTSAS305

What does an assessment tool for ICTSAS305 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for ICTSAS305 needs to address all 33 unit components: 3 elements with 18 performance criteria, 3 performance evidence requirements, 7 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 ICTSAS305?

Auditori pulls the current release of ICTSAS305 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 ICTSAS305 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing ICTSAS305 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 ICTSAS305, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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