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ICT40215
Certificate IV in

Information Technology Support

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Start date
Enrol Anytime
Duration
12 months
Mode
100% online
Units
22 units

Summary

In partnership with
Pursue an ICT career in service desk, sustainability, database, and network support through our 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.
In partnership with
Nationally recognised

Detail

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 projuct 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 course is conducted over a 12 month period; within a self-paced online learning environment. 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 10 – Installing and Configuring Windows 10; 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
    • Windows Server 2012 R2: File System and Storage
    • 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
  • Entry requirements

    There are no formal entry requirements for this qualification.

    Students will need access to a computer, and the internet, and have basic computing skills. A Language Literacy and Numeracy skills assessment may be required before enrolment can be confirmed.

    Preferred pathways for candidates considering this qualification may include:

    • Demonstrated vocational experience in a range of work environments such as service desk support, database support, networking support, or similar
    • Successful completion of Certificate III in Information, Digital Media, and Technology, or a qualification equivalent
  • Inclusions
    Upskilled courses include specialised learning materials, and access to:
    • Upskilled’s fully customised online learning platform, MyUpskilled
    • Student Rewards Program
    • 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 (RPL)
    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.

Outcomes

This qualification could give you several career, vendor and/or further study outcomes. After completing this course, you could explore some of the following outcomes.

Subjects

This qualification consists of the below units of competency. All competencies must be successfully completed to attain the qualification.

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.
  • BSBWHS403
    Contribute to implementing and maintaining 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.

  • 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.

  • 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.

  • 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.

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