ICT40215
Certificate IV in

Information Technology Support

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Summary

Pursue an ICT career in service desk, sustainability, database, and network support through our ICT40215 - Certificate IV in Information Technology Support, a course that provides individuals with the skills training needed to competent in supporting clients across a range of technical areas. Along with the basics in business needs, ethics, and environmentally sustainable work practices, students will also be specifically taught in the areas of hardware and software troubleshooting; and resolving the ICT issues of clients.
 

Note: All IT training packages will be updated across Australia in 2021, which includes this course. This qualification remains a nationally recognised qualification and is still open for enrolment.

Please speak to an education consultant for more details.

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Our online courses mean you can study anytime, anywhere. Adjust your study schedule to a time that suits you best.
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Nationally recognised
qualifications
This is a Nationally Recognised and VET Accredited course that sits within the Australian Qualifications Framework (AQF).
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Detail

Duration
12 months
Units
22 units
Through a blend of vendor specific, vendor neutral, and trainer-developed materials, students will be provided basic training in writing research papers, technical documentation, the ethics of leadership, and project management; with a specific focus on troubleshooting, configuring, and maintaining ICT equipment and software, providing first-level help-desk support, policy development, and servicing the business needs of clients. Qualified individuals will be able to find work in database, customer, network, and user support.
Course structure

This course uses a blend of vendor specific, vendor neutral, and trainer-developed materials.

The standard course is conducted over a 12 month period; within a self-paced online learning environment. 

Upskilled will gather information about your previous experience and skills, weekly study commitment and online learning experience to provide you with an projected duration for your course based on your individual circumstance. 

Upskilled uses MyUpskilled to manage the delivery and assessment of your course. This means you can learn at your own pace.
Vendor Courses* Vendor Neutral Courses Upskilled Courses/Workshops
  • MCSA: Windows client – Installing and Configuring Windows client; and Configuring Windows Devices
  • MTA: IT Infrastructure – Networking Fundamentals
  • MTA: IT Infrastructure – Windows Server Administration Fundamentals
  • MTA: IT Infrastructure – Security Fundamentals
  • Writing Research Papers
  • Intro to Computer Servers and Networks
  • Setting up a Small-Office Network
  • Introduction to Testing
  • Ethics in Leadership
  • Introduction to Copyright
  • Project Management
  • Introduction to Client Training
  • ITIL Foundations
  • Researching
  • Intro Computers Servers and Networks
  • Testing
  • Privacy, Ethics in IT and Copyright
  • Environmental Procedures
  • Business Needs Analysis
  • Translate Business Needs
  • Enterprise Strategic Planning
  • Writing Technical Documentation
  • Introduction to Project Management Principles
  • Client Training
  • Work Health and Safety
  • Providing Support 1 and 2
  • The ITL Framework

* Vendor exams are not included in the Upskilled course
Inclusions
Upskilled courses include specialised learning materials, and access to:
  • Upskilled’s fully customised online learning platform, MyUpskilled
  • Student Support services
  • your trainer via the trainer/student messaging system
  • webinars; both live and recorded sessions
  • video content access via:
Recognition of Prior Learning / Credit Transfer
Work experience or formal qualifications you have may count towards your course. If you have previously undertaken study at a recognised institution or have some relevant work experience, you might gain credit towards specific units in a course; shortening the time you have to study. You can send your application for Credit Transfer or RPL during the enrolment process.
Assessment
Upskilled takes evidence gathered from a variety of sources to deem a student as competent. Assessment processes might include some or all of the following:
  • Recognition of Prior Learning and/or credit transfer
  • summative and formative assignments
  • written reports and/or portfolio assessments
  • scenarios and/or case studies
  • projects
  • written/oral questions
  • regular training and assessment contact will be maintained by Upskilled in conjunction with the participant and their employer (where applicable). Critical dates during the program will be identified for participants to ensure compliance to assessment due dates, and attendance at monthly webinars as required.

Subjects

This qualification consists of the below units of competency. All competencies must be successfully completed to attain the qualification.
BSBWHS413
Contribute to implementation and maintenance of WHS consultation and participation processes

This unit describes the skills and knowledge required to contribute to setting up, running and improving work health and safety (WHS) consultation and participation processes that are prescribed in legislation. It also covers contributing to communicating relevant information identifying and delivering related training and improving the consultation and participation processes. This unit applies to individuals whose job role includes contributing to implementing and maintaining WHS consultation and participation processes in their work area and job role. This unit applies to people who work in a broad range of WHS roles across all industries.

ICTSAS412
Action change requests

This unit describes the skills and knowledge required to receive, review and carry out change requests while using a change management system, according to client requirements. This unit applies to individuals who may work under supervision and have a level of responsibility to ensure work is completed to quality standards and requirements.

ICTICT401
Determine and confirm client business requirements

This unit describes the skills and knowledge required to determine client business system requirements and verify the accuracy of the information gathered. It applies to information and communications technology (ICT) personnel who are required to analyse client expectations and needs, and recommend business system changes.

ICTICT408
Create technical documentation

This unit describes the skills and knowledge required to create technical documentation that is clear to the target audience and easy to navigate. It applies to individuals working as technical writers, designers, developers and support staff who are required to produce technical support documents of their work.

ICTICT418
Contribute to copyright, ethics and privacy in an ICT environment

This unit describes the skills and knowledge required to maintain professional and ethical conduct, as well as to ensure that personal information of stakeholders is handled in a confidential and professional manner when dealing with stakeholders in an information and communications technology (ICT) environment. It applies to ICT personnel who are required to gather information to determine the organisation’s code of ethics, and protect and maintain privacy policies and system security.

ICTSAS307
Install, configure and secure a small office home office network

This unit describes the skills and knowledge required to identify available network components relevant to client requirements and to install, configure and secure those components as part of a small office or home office (SOHO) network. It applies to individuals who work under a level of supervision and have experience with analysis and problem solving when working with technologies.

ICTSAS410
Identify and resolve client ICT problems

This unit describes the skills and knowledge required to record and prioritise client support activities, determine the required resources, solve client information and communications technology (ICT) problems or escalate as necessary. It applies to experienced individuals who apply specialised and technical knowledge and have responsibility for providing support to end users.

BSBSUS401
Implement and monitor environmentally sustainable work practices

This unit describes the skills and knowledge required to effectively analyse the workplace in relation to environmentally sustainable work practices and to implement improvements and monitor their effectiveness. It applies to individuals with responsibility for a specific area of work or who lead a work group or team and addresses the knowledge, processes and techniques necessary to implement and monitor environmentally sustainable work practices, including the development of processes and tools.

ICTICT421
Connect, maintain and configure hardware components

This unit describes the skills and knowledge required to install, configure and maintain personal computer devices, including mobile devices according to client and user requirements. It applies to individuals who utilise a range of technical skills to plan and implement activities to connect system components.

ICTSAS414
Evaluate system status

This unit describes skills and knowledge required to evaluate the status of a running system, covering both hardware and software aspects to determine system performance and reliability. It applies to individuals who apply specialised and technical knowledge and a systematic approach to assessing and evaluating systems prior to problem resolution or upgrades.

ICTSAS421
Support users and troubleshoot desktop applications

This unit describes the skills and knowledge required to sustain users who run operating systems (OS) in a corporate or home environment. It applies to individuals who provide frontline support to users and apply technical and specialised knowledge to fault finding and problem solving.

ICTSAS425
Configure and troubleshoot operating system software

This unit describes the skills and knowledge required to configure, maintain and troubleshoot operating system (OS) software to ensure organisational requirements and client needs are met. It applies to individuals who are required to install, configure, optimise and troubleshoot OS software to meet organisational requirements.

ICTSAS426
Locate and troubleshoot ICT equipment, system and software faults

This unit describes the skills and knowledge required to troubleshoot problems and apply systematic processes to fault finding across a wide range of information and communications technology (ICT) disciplines. It applies to individuals who apply a systematic approach to finding faults, troubleshooting problems and solving issues in a wide range of ICT related areas.

ICTICT413
Relate to clients on a business level

This unit describes the skills and knowledge required to formulate, implement, monitor and adjust service level agreements (SLAs). It applies to individuals who are competent in a wide range of general information and communications technologies (ICT) and provide ICT support to small to medium enterprises (SMEs).

ICTICT415
Provide one-to-one instruction

This unit describes the skills and knowledge required to convey technical information to an individual client for their specific use. It applies to individuals who are competent in a wide range of general information and communications technologies (ICT), and support clients in technical areas, including instructing others on an individual basis.

ICTICT422
Participate in ICT services

This unit describes the skills and knowledge required to apply the principles of service management when working in an information and communications technology (ICT) service desk environment. It applies to individuals who work in ICT service roles and are responsible for providing ICT service desk support.

ICTPMG401
Support small scale ICT projects

This unit describes the skills and knowledge required to support the management of low risk, straightforward information and communications technology (ICT) projects within an organisation. It applies to individuals who may work under supervision but have responsibility to ensure workflow is planned and completed in line with requirements.

ICTSAS411
Assist with policy development for client support procedures

This unit describes skills and knowledge required to contribute to the formulation of client support procedures to be included within organisational policy. It applies to experienced individuals who may work under supervision and have a level of responsibility to ensure work is completed to quality standards and requirements.

ICTSAS413
Manage resolution of system faults on a live system

This unit describes the skills and knowledge required to manage reactive errors and failures on a live system. It applies to individuals who apply specialised and technical knowledge and a systematic approach to monitor, maintain and troubleshoot maintenance requirements on systems that are currently operating.

ICTSAS416
Implement maintenance procedures

This unit describes the skills and knowledge required to set up maintenance procedures to keep equipment and software operating effectively. It applies to individuals who use technical and specialised knowledge, and apply a systematic approach to maintaining computer equipment in an organisation.

ICTSAS420
Provide first-level remote help-desk support

This unit describes the skills and knowledge required to resolve first-level user support difficulties or change requests remotely. It applies to experienced individuals who, while working under a level of supervision, have responsibility in a frontline technical support capacity to exercise discretion and judgement using appropriate knowledge to provide assistance and remote help desk support to clients.

ICTSAD401
Develop and present feasibility reports

This unit describes the skills and knowledge required to research and analyse potential system solutions and present a feasibility report to the client. It applies to individuals required to investigate potential solutions within the context of an information and communications technology (ICT) project.

Outcomes

This qualification could give you several career, vendor and/or further study outcomes. 
Career outcomes
Education pathways

The pathways available to learners who undertake this qualification include ICT50118 - Diploma of Information Technology or other relevant higher education sector qualifications.

Vendor certification mapping

This qualification covers the learning content for the following Vendor Certification:

  • MTA: Windows Server Administration Fundamentals 
  • MCSA: Windows client
  • MTA: Networking Fundamentals
  • MTA: Security Fundamentals

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.

* Vendor Certifications are current at the time of publishing but are subject to change.

Entry requirements

Start date
Enrol anytime

As a guide, entrants to this program may:

  • have completed year 12, or
  • a qualification at Certificate III level or higher, or
  • 3 years of relevant industry experience in a role that requires the use of written documentation and communication.

You will also need to be at least 18 years at the time of applying for admission.


Target audience for this program are individuals who express and interest in gaining deeper knowledge in ICT support or existing ICT staff who wish to further develop, or formalise their skills by gaining a ICT40215 -  Certificate IV in IT Support.

This program would also suit participants wishing to gain entry to higher level ICT discipline qualifications or employment at level 1 or 2 Support.

To ensure participants are able to seamlessly access our online learning platform and video content, they will require access to a modern computer with high-speed internet. Participants will also need to possess basic computing skills, and may be required to complete a Language Literacy and Numeracy skills assessment before enrolment can be confirmed.

Resource requirements

You will need access to a computer and the internet and have basic computing operational skills. Minimum specifications for your computer are:


All users:

  • Microsoft Office 2010 or equivalent
  • Broadband internet connection
  • 2GB of RAM
  • Chrome or Firefox browsers
  • Adobe Reader XI or equivalent
  • Adobe Flash Player 10 or higher
  • Access to printer and associated software
  • Access to scanner and associated software
  • Digital imaging software
  • File compression software

Windows users:

  • Microsoft Windows 7 or higher (Windows 8 recommended)
  • 1 Ghz or faster processer (2GHz recommended)

Mac OS users:

  • Mac OSX v10.5 or higher (Mac OSX v10.6 recommended)
  • 1 Ghz or faster processer (2GHz recommended)
 
Software required
A digital video recording device and/or a digital camera and associated software to save and upload video, image and audio files for Role Play assessments. Software to view online videos and images. Software such as Adobe Reader, Windows Media Player, Windows Photo Viewer etc.

Language requirements

This course involves reading, researching and undertaking a range of written and practical assessments, as well as engaging in online forums and discussions. Furthermore, the delivery mode relies on the extensive use of written communication. As such, entry to the course requires the successful completion of English to Year 12 level.

Completed English at Year 12 level, you can demonstrate equivalency through one of the following:

A qualification at Certificate III level or higher in an associated ICT field;

OR

3 years relevant industry experience in a role that requires the use of written documentation and communication.

Other requirements

The other requirement for this course is - To successfully meet the assessment requirements and demonstrate communication skills, you will need to work with one or two other people to participate in video or audio role-plays. It is your responsibility to find your own suitable role play participants.

Flexible payment options

Upskilled offers flexible payment options for students. Enquire now for more information on payment methods.

  • Pay upfront & save

    $3,790

    RRP $4,450

    When you pay upfront,
    you receive a 15% discount
    on your course fees.

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  • Spread the cost

    $43

    Weekly*

    Ask about our flexible 
    24 month interest-free
    payment plan.

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  • Explore subsides

    This course may be eligible for Government funding.

    Complete our online government funding eligibility form to find out if you qualify.

    Check your eligibility

Government funding

At both a 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 are provided incentives by the Government to undertake training and/or find that their courses are heavily subsidised.

Government funding options for:
Certificate IV in Information Technology Support

Major schemes include:

Check your eligibility

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