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Certificate IV in Information Technology Support

Certificate IV in Information Technology Support

Course Code: ICT40215
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This qualification provides the skills and knowledge for an individual to be competent in supporting clients in a range of technical areas. The qualification has a strong information technology base of core units with the potential for inclusion of a range of broader industry-specific units in the areas of service desk, database, sustainability and network support to suit particular needs.


Course Structure

This program has been created with a blend of vendor specific, vendor neutral, and trainer developed materials. Vendor training is recognised internationally as an industry benchmark for product specific training. Upskilled uses an online Learning Management System to manage the delivery and assessment of learning resources. The program is conducted over a 12 month period through a blended learning approach of teacher-led workshops or webinars, distance education, and online materials.

Vendor Courses Vendor Neutral Courses Upskilled Courses/Workshops
  • Microsoft Academy Windows O/S
  • Microsoft Academy Windows Server
  • Microsoft Academy Network Infrastructure
  • WHS
  • Sustainability
  • Project Management
  • Business need
  • Privacy, ethics and copyright
  • Service Desk Analyst 1&2
  • Hardware - Network basics
  • Technical Documentation
  • Online Learning

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

  • With demonstrated vocational experience in a range of support-related work environments in service desk support, database support, networking support, or similar


Recognition of Prior Learning (RPL)

Participants often come with experience in one or more ICT competencies, vocationally acquired from a range of sources (both formal and otherwise). Upskilled acknowledges the validity of such experience and encourages candidates to apply for Recognition of Prior Learning where applicable. Upskilled's RPL Calculator is a guide to initial RPL standing, although participants are sometimes entitled to further RPL as enrolment progresses.



Assessment is summative and formative with set assignments, project work, and questionnaires.



Upskilled Information Technology courses include detailed learning materials, assessments, online trainer support, and certification upon successful completion.


This qualification utilises many and varied types of learning materials and assessments. These resources are managed and provided through Upskilled’s Learning Management System, MyUpskilled.  Access to a Microsoft based Personal Computer and an internet connection is required to complete any Upskilled IT qualification that utilises Microsoft Academy Courses (listed above).

Unit Outline

Unit Outline

The online e-Learning course addresses the following units of competency from the National ICA11 Information and Communications Technology Training Package. All competencies must be successfully completed to attain the certificate. 

The program is broken into 4 logical clusters of training within the broad category of ICT systems: 1/ Core Infrastructure; 2/ Continuity & Security; 3/Continuous Improvement; and 4/ Service Delivery & Governance.

Core Units

Unit Codes
Core Units
ICTSAS307 Install, configure and secure a small office home office network Core Infrastructure
ICTICT418 Contribute to copyright, ethics and privacy in an ICT environment Continuity & Security
BSBWHS403 Contribute to implementing and maintaining WHS consultation and participation processes Service Delivery & Governance
BSBSUS301 Implement and monitor environmentally sustainable work practices Continuous Improvement
ICTICT401 Determine and confirm client business requirements Continuous Improvement
ICTICT408 Create technical documentation Continuous Improvement
ICTSAS410 Identify and resolve client ICT problems Service Delivery & Governance
ICTSAS412 Action change requests Service Delivery & Governance

Elective Units

Unit Codes
Elective Units
ICTICT421 Connect, maintain and configure hardware components Core Infrastructure
ICTSAS425 Configure and troubleshoot operating system software Continuity & Security
ICTSAS414 Evaluate system status Continuity & Security
ICTSAS426 Locate and troubleshoot ICT equipment, system and software faults Continuity & Security
ICTSAS413 Manage resolution of system faults on a live system Continuity & Security
ICTICT415 Provide one-to-one instruction Service Delivery & Governance
ICTICT422 Participate in ICT services Service Delivery & Governance
ICTPMG401 Support small scale ICT projects Continuous Improvement
ICTSAS416 Implement maintenance procedures Service Delivery & Governance
ICTSAD401 Develop and present feasibility reports Continuous Improvement
ICTSAS421 Support users and troubleshoot desktop applications Service Delivery & Governance
ICTICT413 Relate to clients on a business level Service Delivery & Governance
ICTSAS411 Assist with policy development for client support procedures Service Delivery & Governance
ICTSAS420 Provide first-level remote help-desk support Service Delivery & Governance













Cluster 1 - Core Infrastructure
This cluster has been developed with core business infrastructure in mind. Infrastructure implementation is the starting point for business seeking to enable their business through utilising IT systems. The workplace skills provided in this cluster cover a broad range of key systems and services. The cluster has both server and workstation platforms at its heart to ensure a holistic knowledge base for Systems Administrators. The depth of knowledge transfer is based on Microsoft Server 2008 and Windows 7. The windows platform holds the greatest percentage of the home and business market and meets the requirement of most businesses. 

This cluster delivers outcomes that are broad in systems implementation and are relevant to many platforms like Microsoft, Linux, UNIX.

Broad concepts covered

  • Scripting
  • Writing queries
  • Transaction logs
  • Join data from multiple tables
  • Install and configure server software
  • Basic backup and restore principles
  • Storage technologies
  • Import and export of data
  • Database replication
  • Create databases
  • Database integrity using constraints and triggers
  • Stored procedures
  • Transactions and locks
  • Functions
  • Views

Cluster 2 - Continuity & Security
This cluster has been developed with business continuity in mind.  Systems Administrators must have the skills and knowledge to ensure that business systems are ready, available and capable for the purpose they were designed.  The workplace skills provided in this cluster cover a broad range of concepts for business continuity.  Identifying key systems and services is paramount to ensure that business can continue to function and essentially "make money".  Many of the skills learned are applicable to many systems.   This cluster delivers outcomes that are broad and transferable across systems and are relevant to many different systems like MS SQL, MySQL, Oracle, Gupta SQL, Interbase, Send Mail, Pegasus mail, Lotus Notes GroupWise and many more running on various platforms.

Broad concepts covered
  • System baseline
  • Monitoring techniques
  • Defragmentation
  • Intrusion Detection
  • Corporate virus management
  • Secure remote access
  • Automation of admin tasks
  • Disaster recovery
  • VPN Quarantine
  • NAT
  • IP Masquerade
  • Screened subnets
  • Bastion Host

Cluster 3 - Continuous Improvement
This cluster has been developed with business and systems improvement in mind. Systems Administrators play a key role in business improvement and must have the skills to offer solutions and alternatives to business managers to address problems and increase productivity and in turn, revenue. The cluster has project management, systems design and planning at its heart. The core training involves an IT Project Management unit.   

This cluster delivers outcomes that are broad in project methodology, systems design, and business needs analysis and are transferrable across multiple industries, systems and platforms.
Broad concepts covered
  • Project lifecycle
  • Identification and definition of Stakeholders
  • Feasibility analysis
  • Project Charters
  • Project team roles
  • Project Scope
  • Risk impact and mitigation
  • Cost and time estimate
  • Communications matrix
  • Quality management
  • Qualitative and quantitative analysis
  • Change management
  • Closeout process
  • Analysis of business need
  • Budget management - top-down - bottom-up
  • Relationship management
  • Project Implementation
  • Scope creep
  • Delivery and signoff
  • Project Debrief
  • Systems Design
  • Systems consolidation - Green IT concepts
  • Systems optimisation

Cluster 4 - Service Delivery & Governance
Successful Support staff are generally not successful because of superior technical skills alone. Most have skills and knowledge that ensure they deliver appropriate service through superior communications skills like active listening and situational empathy. Being able to communicate with customers at all levels will ensure positive business support outcomes. The workplace skills provided in this cluster cover a broad range of concepts for systems support and maintenance. At the core of this cluster is ITIL, the "de facto standard", of service management. Included also are soft skills units that prepare the student for client interaction that focus on communication skills through activities and simulations. Many of the skills learned are applicable across many job roles and industry sectors.

This cluster provides the framework and skills set that are platform and systems independent and vital to ensure that Support staff have the procedures, systems and policies in place to support correct, unbiased decision making in times of extreme stress. These will also extend to preventative maintenance and proactive problem management to reduce system incidents.

Broad concepts covered
  • Service metrics
  • Change Management
  • Problem solving - deductive/inductive
  • Incident and problem management
  • Information gathering
  • Quality Assurance
  • Consistency of support 
  • Maintenance
  • SLA/OLA/UC management
  • Service Strategy, Design, Transition, Operation and continual improvement. 

Career Outcomes

Career Outcomes

This qualification suits individuals who are looking to develop their skills at a technical specialist support level. ICT support roles apply across all industries, with possible job titles including:

  • Customer Support
  • Database Support
  • Help Desk Specialist
  • Network Support Technician
  • PC Support Technician
  • Technical Support - Sustainability
  • User Support (Technicial)

Microsoft Certification Mapping

This qualification covers the Microsoft learning content for the following Certification:
Microsoft Technology Specialist (MCTS)
  • Windows 7, Configuration (exam 70-680)
All recommended learning materials for these certifications are provided in this Upskilled Certificate, Microsoft Learning also recommends that you have hands-on experience with the product along with studying these materials.

Further Study

Pathways from this qualification include:

ICA50111 Diploma of Information Technology or a range of other diploma qualifications


Course Fees and Payment Options

Pay By Weekly Installment (Interest Free) Pay By Monthly Installment (Interest Free) Pay Upfront
$60 per week with a $210 enrolment fee¹ $405 per month with a $495 enrolment fee² Pay upfront $2,995, saving $335 (10% discount)

¹Payments made over a period of 52 consecutive weeks, totalling $3,330
²Payments made over a period of 7 consecutive months, totalling $3,330


Government Funding and Incentives

At both state and federal level, government commitment to upskilling the Australian workforce has resulted in a comprehensive framework of funding schemes and incentive opportunities. As a result, many Upskilled participants find that their courses are heavily subsidised*.

*Eligibility for traineeships & User Choice is determined by an Australian Apprenticeship Centre. Further information can be found at

Skills for All Fees (South Australian Residents Only)

For those South Australian's eligible for Skills for All funding there is a subsidised course fee of $950, payable in one of two ways:

  1. A single upfront payment of the course fee attracts a 21% discount, making the cost $750
  2. An upfront fee of $495, and 2 x $227.50 paid per month for six consecutive months, making the total course fee $950

To find out if you're eligible click here


Centrelink Financial Support Services

This course is approved for Centrelink financial support services, including  Youth Allowance Austudy and  AbstudyClick here for more info.

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02/11/2015 N/A N/A Enquire Now
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