Unit 402 Customer support provision 2

This unit will enable candidates to provide routine customer support to a range of ICT users. Candidates will develop a deeper understanding of the support needs of ICT customers and the duties of an ICT technician. They will also develop practical skills to meet customer needs by using different methods and techniques. Throughout this unit, emphasis is drawn upon developing candidates’ attitude towards improving customer care for a successful business.

Learning outcomes
There are four outcomes to this unit. The candidate will be able to:
• Provide technical information and support in response to customer requirements
• Identify potential improvements in the customers’ use of resources
• Assist in reviews to identify how automated procedures may improve customers’ use of resources
• Create routine automated procedures and assist in the creation of complex automated procedures