Certificate IV in Information Technology Support

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, assessment and learning resources. The program is conducted over a 12 month period through a blended learning approach of distance, online and teacher led workshops or webinars.

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

• After achieving ICA30111 Certificate III in Information, Digital Media and Technology, or other relevant qualifications or units equivalent to the core of ICA30111

OR

• 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.

Unit Outline

The Online e-Learning course will address the following units of Competence from the National Business Services Training Package. All of these competencies must be successfully completed to gain The Certificate IV in Information Technology (Support).

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

Elective Units

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

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.

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.   

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.

Career Outcomes

This qualification suits individuals who are looking to develop their skills at a Technical specialist support level.  ICT support job 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

Further Study

Pathways from this qualification include:

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

Course Fees and Payment Options

The Certificate has a course fee of $3,890, payable in one of two ways:

1. A single upfront payment of the course fees attract a 10% DISCOUNT, making the total fee $3,500
2. An upfront enrolment fee of $495, and 7 x $485 paid per month for seven consecutive months. The total course fee is therefore $3,890

Government Funding and Incentives

At both state and federal level, the Government's 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 often heavily subsidized*. As part of the Australian Apprenticeships Incentives Program, employers could receive up to $4,000 per $3,890 they outlay for every eligible* employee who enrols.

*Eligibility for traineeships & User Choice will be determined by an Australian Apprenticeship Centre. Further information can be found at www.australianapprenticeships.gov.au