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Certificate IV in Information Technology Support

Certificate IV in Information Technology Support

Course Code: ICA40211
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The Certificate IV in Information Technology Support delivers the vocational learning that individuals require to be competent in supporting clients across a range of ICT contexts. The qualification has a strong base of core units, and the potential for incorporating a range of industry-specific units in the areas of service desk, database, sustainability, and network support to suit particular needs.

Description

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
  • OH&S
  • 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

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

 

Inclusions

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

Resources

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
Cluster
ICASAS307A Install, configure and secure a small office home office network Core Infrastructure
ICAICT418A Contribute to copyright, ethics and privacy in an IT environment Continuity & Security
BSBWHS403A Contribute to implementing and maintaining WHS consultation and participation processes Continuous Improvement
BSBSUS301A Implement and monitor environmentally sustainable work practices Continuous Improvement
ICAICT401A Determine and confirm client business requirements Continuous Improvement
ICAICT408A Create technical documentation Continuity & Security
ICASAS410A Identify and resolve client IT problems Service Delivery & Governance
ICASAS412A Action change requests Service Delivery & Governance

Elective Units

Unit Codes
Elective Units
Cluster
ICAICT421A Connect, maintain and configure hardware components Core Infrastructure
ICASAS425A Configure and troubleshoot operating system software Continuity & Security
ICASAS414A Evaluate system status Continuity & Security
ICASAS426A Locate and troubleshoot IT equipment, system and software faults Continuity & Security
ICASAS413A Manage resolution of system faults on a live system Continuity & Security
ICAICT415A Provide one-to-one instruction Continuous Improvement
ICAICT422A Participate in IT services Continuous Improvement
ICAPMG401A Support small scale IT projects Continuous Improvement
ICASAS416A Implement maintenance procedures Continuous Improvement
ICASAD401A Develop and present feasibility reports Continuous Improvement
ICASAS421A Support users and troubleshoot desktop applications Continuity & Security
ICAICT413A Relate to clients on a business level Service Delivery & Governance
ICASAS411A Assist with policy development for client support procedures Service Delivery & Governance
ICASAS420A Provide first-level remote help-desk support Continuity & Security


 

 

 

 

 

 

 

 

 

 

 

 

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

Payment

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 www.australianapprenticeships.gov.au

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.

Location & Date

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Upskilled is always adding new courses to the training schedule so why not send us an expression of interest and we'll let you know when a course is coming up in your area.

Thought about completing the course online? Click Here for more information.

Got some colleagues that would like to do the course? If you can round up at least another 9 employees from your organisation Upskilled will customise a course for you at your place of work. Click Here for more information

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