1. ICTSAS305 Provide Advice to Clients
This unit describes the performance outcomes, skills and knowledge required to provide IT advice and support to clients, including the communication of comprehensive technical information.
It covers:
Who are the clients
What support is provided (and not provided)
The process to follow in diagnosing and resolving issues
How to document the process
How to obtain feedback from the clients

2. ICTSAS305 Provide Advice to Clients
Who are the clients
This needs to be clearly defined since they will pay for the service.
You must be clear that what the client is requesting is actually part of the service that you provide.

3. ICTSAS305 Provide Advice to Clients
What support is provided (and not provided)
Clearly identify the support environment, which hardware, which software.
Clearly identify which issue you can attempt to fix and which require intervention by some-else.
Clearly identify a time frame for providing the solution, usually there are severity level similar to the Triage concept used in hospitals

4. ICTSAS305 Provide Advice to Clients
The process to follow in diagnosing and resolving issues
Often this best done using a flowchart
What needs to be recorded at each stage and how will this be done
More than one person may be involved in the process so communication is critical
Diagnosis and solutions require a troubleshooting process

5. ICTSAS305 Provide Advice to Clients
How to document the process
Client details
Enough information to make a diagnosis and troubleshoot
Recording of testing
Recording of the resolution
Issue may not be with the equipment, training issues might be identified
User documentation

6. ICTSAS305 Provide Advice to Clients
How to obtain feedback from the clients
There should be a mechanism to so that the service can improve
The mechanism should include a method for analysis of the data