Technical Support, Client Success & AI Service Operations
This unit describes the skills and knowledge required to liaise and support clients to manage and resolve problems in an Information and Communications Technology (ICT) environment.
| Study | Online learning |
- 3 chapters
- 16 lessons
- 36 videos
- 90 knowledge-check questions
- Nationally recognised unit
- Its own progress dashboard
What you cover
Key topics
- Determine and review client support and resolution requirements
- Develop and implement client support and resolution requirements
- Evaluate client support and resolution requirements
Skills and tools
What you practise
Your learning
Course content
3 chapters · 16 lessons · 36 videos
Chapter 1 · Determine and review client support and resolution requirements6 lessons
- Lesson 1: Diagnose potential troubleshooting and identify resolution requirements
- Lesson 2: Determine cause and analysis of the problem in accordance with client documentation and support requirements
- Lesson 3: Review organisational support and resolution documentation and identify the clients point of contact
- Lesson 4: Review service level agreement (SLA) and determine action and escalation procedures
- Lesson 5: Verify the client support and resolution requirements with relevant personnel with the client contactct
- Lesson 6: Self-learning task
Chapter 2 · Develop and implement client support and resolution requirements5 lessons
- Lesson 7: Develop required process required for client support and resolution requirements
- Lesson 8: Implement process required for client support and resolution requirements
- Lesson 9: Maintain communication with required personnel throughout support activity
- Lesson 10: Document support activities and resolution outcomes according to client requirements
- Lesson 11: Self-learning task
Chapter 3 · Evaluate client support and resolution requirements5 lessons
- Lesson 12: Gather support and resolution services feedback from required personnel
- Lesson 13: Determine improvements to future support services according to organisational requirements
- Lesson 14: Submit documentation to required personnel and seek and respond to feedback
- Lesson 15: Contact client to determine satisfaction with support and resolution services provided
- Lesson 16: Self-learning task
Who it’s for
Is this course for you?
It applies to individuals who apply high level technical and specialised knowledge in assisting clients to support, manage and resolve problems.
Recognition
Nationally recognised learning
Nationally recognised unit of competency: ICTSAS527 Manage client problems
| Unit | ICTSAS527 Manage client problems |
| Training package | ICT Information and Communications Technology |
| Field | Systems administration and support |
| Release | Release 2 · Current |
training.gov.au, verified 16 October 2026
View on training.gov.au ↗Course preview
Your questions
Frequently asked questions
Is this unit nationally recognised?
Yes. ICTSAS527 Manage client problems is a current unit of competency in the ICT Information and Communications Technology, listed on training.gov.au, the National Register of vocational education and training in Australia.
How is the unit organised?
3 chapters and 16 lessons, built around the unit's 3 official outcomes. It includes 36 videos and 90 knowledge-check questions.
How is it assessed?
Assessment tasks for this unit are listed under Assignments in the unit, with how to submit each one and what's still outstanding.
How do I track my progress?
Go to dashboard opens this unit's own dashboard. Progress, activity and streaks there count this unit only.
