(ICTICT202) - Working and Communicating in an IT Environment

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 Policy
• Active Listening Techniques
• Communication Strategies
• Customer Service
• Incident Management
• ITIL
• Passive Listening Skills
• Positive 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