Diploma in Information and Communications Technology in Support Services

Purpose

The purpose of this qualification is to provide a professional and vocational qualification for the Information and communication technology (ICT) industry, combining theory and practical exposure to enable a graduate (diplomate) to identify and design reliable and cost effective ICT solutions for various end users and their needs, maintain ICT equipment, manage information centres and provide effective ICT support services to an organisation.

Rationale

This qualification was formulated due to an increasing in demand, of business organisations in South Africa, to have competent Information and communication technology (ICT) graduates who have the knowledge and skill to administer their Information Technology (IT) infrastructure and support the users' dependant on this infrastructure. End user support technicians/developers are required locally, nationally, and internationally in business organisations/industries.

Recognition of Prior Learning (RPL)

RPL may be used to demonstrate competence for admission to this qualification. This qualification may be achieved in part through Recognition of Prior Learning processes. Credits achieved by RPL must not exceed 50% of the total credits and must not include credits at the exit level. Learners who already work in the Information and communication technology (ICT) industry who believe they possess competencies to enable them to meet some or all of the Exit Level Outcomes (ELOs) listed in the qualification will be able to present themselves for assessment against those of their choice.

The provision that the qualification may be obtained through the Recognition of Prior Learning facilitates access to an education, training and career path in ICT enabled fields and thus accelerates the redress of past unfair discrimination in education, training and employment opportunities.

Evidence of prior learning must be assessed through formal RPL processes through Institutions' approved methods. Any other evidence of prior learning should be assessed through formal RPL processes to recognise achievement thereof.

Learners submitting themselves for RPL should be thoroughly briefed prior to the assessment and will be required to submit a Portfolio of Evidence (PoE) in the prescribed format to be assessed for formal recognition.

The structure of this non-unit standard based qualification makes RPL possible, if the learner is able to demonstrate competence in the knowledge, skills, values and attitudes implicit in this qualification.

Entry Requirements

The minimum entry requirements are

• National Senior Certificate (NSC) allowing entry to Diploma studies with the achievement rating of 3 (Moderate Achievement, 40-49%) or better in four recognised NSC 20-credit subjects. COMPULSORY NSC SUBJECTS: NSC achievement rating of at least 4 (50-59%) in English as a home language or first additional language level and either 4 (50-59%) in Mathematical Literacy or 3 (40-49%) in Mathematics.

Or

• Senior Certificate with Conditional Exemption or Mature Age Exemption if the Candidate is 23 years on the year of registration with the following subjects:

> English First Language E(HG)/D(SG).

Or

> English Second Language D(HG)/C(SG).

> Mathematics E(HG)/D(SG).

Or

• National Certificate (Vocational) at Level 4 allowing entry to Diploma studies with the following (minimum) percentage score for the fundamental subjects:

> English - 50% (as it is the University's language of learning and teaching (LOTL)).

> Mathematics - 50% OR Mathematics literacy - 60%.

> Life Orientation - 50%.

- In addition, must obtain 60% for three of the following compulsory vocational modules (in any combination)

> Systems Analysis and Design.

> Data Communication and Networking.

> Computer Programming.

> Physical Science.

This qualification consists of compulsory modules at Levels 5 and 6 totalling 360 Credits.

Compulsory Modules at Level 5, 150 Credits

• Development Software I, 30 Credits.
• Information Systems I, 30 Credits.
• System Software I, 30 Credits.
• Information Technology Skills I, 30 Credits.
• Information Security II, 30 Credits.

Compulsory Modules at Level 6, 210 Credits

• Support Services II, 30 Credits.
• Information Systems II, 30 Credits.
• Data Communication and Networks II, 30 Credits.
• Support Services III, 30 Credits.
• Information Technology Support and Governance III, 30 Credits.
• Service Management III, 30 Credits.
• Software Support II, 30 Credits.

1. Communicate effectively with all role players related to the Information and communication technology (ICT) field the learner will operate in.
2. Troubleshoot and Maintain Computer devices used by end users.
3. Support end users in the use of existing standardised company software packages.
4. Manage ICT service centres in alignment with ICT policy.
5. Support and manage Information Technology (IT) infrastructure and services within prescribed best practices and standards.
6. Apply current technical concepts and practices in the ICT industry.
7. Demonstrate an understanding of security concepts applicable to the ICT industry in general.

Associated Assessment Criteria for Exit Level Outcome 1

• Meet with role players in Information and communication technology (ICT) fields.
• Produce written reports.
• Analyse the effectiveness of written and verbal communication generated through research based projects.
• Make presentations based on the project.
• Analyse and document information.

Associated Assessment Criteria for Exit Level Outcome 2

• List required support technician tools in a given scenario.
• Demonstrate effective use of tools in solving end user business problems.
• Develop preventative maintenance plan for the given ICT environment.
• Describe the process of troubleshoot and end user device problem.
• Perform end user maintenance and repairs for the diagnosed end user problems.
• Configure, manage and maintain organisational ICT network and related services.
• Configure, troubleshoot, monitor and maintain Internet services.

Associated Assessment Criteria for Exit Level Outcome 3

• Demonstrate ability to provide first-line user support in a business environment.
• Demonstrate competency to follow organisational polices in managing user access privileges to the ICT environment.
• Create backup procedures for end user data and software.

Associated Assessment Criteria for Exit Level Outcome 4

• Discuss ICT centre related concepts.
• Demonstrate user support skills in handling end user queries.
• Apply business policies and procedures in handling end user queries escalation and management.

Associated Assessment Criteria for Exit Level Outcome 5

• Describe service management as a practice in a modern organisation.
• Describe key principles and models of industry practices in ICT infrastructure service management.
• Demonstrate knowledge and ability to apply of industry practices in service management and the service lifecycle.

Associated Assessment Criteria for Exit Level Outcome 6

• Show the ability to identify organisational structure and skills requirements of an IT organisation.
• Demonstrate ability to develop set of standard operational management procedures and practices to allow the management of IT operations and associated infrastructure.

Associated Assessment Criteria for Exit Level Outcome 7

• Understand key security aspects including ethical and legal concerns applicable to a given ICT industry.
• Understand common threats and attacks to the organisational ICT infrastructure and its impact over the business performance.
• Describe the roles of employees at all level in securing informational assets of the organisation.
• Identify national laws that relate to computer security.
• Show ability to identify and manage risk associated with computer uses in the given organisation.

Integrated Assessment

Assessments are designed to evaluate knowledge, competencies and skills from an academic perspective and the applied competencies (practical, foundational and reflexive competencies) required by this qualification. To achieve this, assessments take a variety of forms including assignments/projects (individual and/or team), quizzes, written and/or practical tests and final examinations.