You are here: Home > Flexible Learning Environment > Certificate III in I.T - 1st Year (ICT30115) > FLET-S01-6 Introduction Capabilities AusVELS Links Reason For Learning Training Junior IT Support Rovers who require the skills and knowledge to work and communicate effectively using IT Systems, equipment and Software, within the bounds of organization and governance policies at Templestowe College. Learning Intention The Intention of Learning this unit is to enable learners to Prepare to communicate and work effectively within an IT organization and Use positive and varied communication strategies with ICT clients. This is to help them in dealing and communication with Clients on the IT Service Desk, as well enabling them to work cohesively and effectively with others in the IT Environment. The Critical Aspects of this Unit of Competency are for Learners to be able to Process Internal and External Requests according to organizational Policy and to Respond Promptly to client requests and enquiries. Key Vocabulary Terms Acceptable Use PolicyActive Listening TechniquesCommunication StrategiesCustomer ServiceIncident ManagementITILPassive Listening SkillsPositive Communication Strategies Literacy Numeracy Information and communication technology capability Critical and creative thinking Personal and social capability Ethical behaviour Intercultural understanding Aboriginal and Torres Strait Islander histories and cultures Asia and Australia’s engagement with Asia Sustainability Select from the options below to edit settings for this learning bite. Sequencing & Ordering Relocate / Move External LMS Integration Level Classification and Subject Group These settings allow you to adjust the learning bite metadata. You can change the level or subject for indexing purposes on the home screen. Level Classification SSDP Entry Class Flexible Learning Environment VCAL VCE Units 1-2 VCE Units 3-4 Archive Subject Group 20th Century History Accounting Archive - Global Studies Art VCE Big History and Astronomy Biology Bridging EAL Bridging English Business Management Careers Certificate III in I.T - 1st Year (ICT30115) Certificate III in I.T - 2nd Year (ICT30115) Chemistry Chinese First Language Computing Core Maths (Entry) Core Maths 2nd Year Dance Drama EAL English English Communication Environmental Science Essential Maths Fashion Textiles Financial Literacy Food Technology Forensics Foundation English/History (Entry) Foundation English/History 2nd Year Foundation Maths Further Maths Gaming General Knowledge General Maths Geography Global Politics Global Studies Have Your Say Health Health and Human Development History Home Learning How Stuff Works Information Technology Legal Studies Literacy/History MAP Curriculum Marine Biology Mathematical Methods Media Medicine and Diseases Music Performance Numeracy Outdoor and Environmental Studies Personal Development Skills Personal Financial Management Personalised Learning Project (PLP) Philosophy Photography Physical Education Physics Practical Math Pre Biology Pre History Pre Math Methods Pre VCE Chemistry Pre VCE English Pre VCE PE Pre-Geography Pre-Literature Pre-Psychology Problem Solving Maths Product Design and Technology Programming Psychology Science and Environment Science of Flight Specialist Mathematics Sport Management and Coaching Studio Art TC Farm The Art of Blogging Theatre Studies VCE Physical Education Visual Communication and Design Warfare Working with Animals External LMS Integration This setting enables you to link to a third-party LMS provider. Placing a valid URL here will cause the Resources tab for this Learning Bite to redirect to an external LMS provider. External LMS URL