Higher Certificate in Information Technology in User Support Services

Purpose

The purpose of the qualification is to produce graduates who are productive, competent, able to work independently, and who can manage time effectively in entry-level technical user support positions that span a wide range of computing environments requiring support personnel.

Rationale

Both nationally and internationally the growth in the quantity, complexity and mission critical nature of information and communication systems has led to a growing need for the users using these systems to have competent support personnel available to assist when needed to ensure efficient functioning of the modern organisation.

This qualification provides a focused entry into the field of ICT User Support Services that provides the learner the ability to gain employable skills in a short time, while providing the basis for further study and development in the field.

Recognition of Prior Learning (RPL)

The institution conducts RPL in terms of the policy and guidelines of the institution to recognise other forms of formal, informal and non-formal learning and experience. In cases where learners do not comply with the formal admission requirements, the institution applies its RPL policy.

Entry Requirements

The minimum entry requirement for this qualification is

• Senior Certificate, NQF Level 4 with endorsement.

Or

• National Senior Certificate, NQF Level 4 granting access to Higher Certificate studies.

• NQF Exit Level: 5.
• Minimum total credits: 120 Credits.
• Minimum credits at NQF Level 5: 120 Credits.

Learning Components: The ELOs per learning component are listed under Level Outcomes and Associated Assessment Criteria

• Component 1 (Fundamentals): Competencies related to fundamental learning Exit Level Outcomes 1.1, 1.2; 35 Credits; NQF Level 5.
• Component 2 (Core): Competencies relating to ICT user support processes Exit Level Outcomes 2.1, 2.2, 2.3; 85 Credits; NQF Level 5.
• Component 3 (Electives): None.

1. Demonstrate competence in communicating effectively with users in various contexts.
2. Demonstrate competence in reading and writing the language/s of instruction in the context of user support services.

Component 2 (Core): Competencies relating to ICT user support processes

1. Demonstrate the ability to select and apply best practices in user support services in ways which meet the needs of end users.
2. Install, configure and maintain computer hardware and software.
3. Strategies and techniques in correcting a variety of computer hardware and software problems.

Competence is evident when learners are able to

• Use appropriate communication skills, courtesy, and dress.
• Communicate effectively with individuals without a technical background.
• Identify and use appropriate strategies for resolving conflict in the workplace.
• Describe and apply basic techniques for stress management.

Competence is evident when learners are able to

• Locate, cite and critically evaluate information which is accessible online or otherwise, in support of problem solving activities.
• Maintain appropriate documentation of problem resolution for later reference.

Component 2 (Core): Competencies relating to ICT user support processes

Competence is evident when learners are able to

• Identify and document user requirements.
• Evaluate and recommend hardware and/or software products and services.
• Identify and discuss the implications of software licensing and legal liability issues.
• Describe appropriate documentation procedures and practices in user support services.
• Effectively use and maintain locally maintained documentation.
• Describe troubleshooting strategies and techniques to resolve basic ICT problems.

Associated Assessment Criteria for Exit-Level Outcomes 2.2

Competence is evident when learners are able to

• Implement proper procedures for handling and safeguarding equipment.
• Perform preventive maintenance tasks on microcomputer systems.
• Set up and configure systems and peripherals.
• Describe procedures for uninstalling operating system software.
• Install applications on a server and configure clients for network access.
• Install and configure system software.
• Install and configure applications software.
• Configure software for accessibility by disabled individuals.
• Install and configure applications software upgrades.
• Install and configure client software for client/server and network-based applications.

Associated Assessment Criteria for Exit-Level Outcomes 2.3

Competence is evident when learners are able to

• Describe the use of diagnostic test equipment.
• Recognise and resolve basic hardware problems.
• Recognise and resolve basic software configuration problems.
• Isolate and replace faulty components (board level only).
• Use effective troubleshooting strategies and techniques to resolve system problems.

Component 3 (Electives)

• None.

Integrated Assessment

Written tests and examinations, portfolio assessment as well as practical tests and examinations are used to assess the learning that has taken place.

Due to the nature of the qualification, particular emphasis should be placed on evaluating the application of learning in the working environment, through simulated work situations.