Course Code: ICT40215

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.


  • Studying online
  • Payment Option
  • Nationally Recognised
  • Rolling Start Dates
  • Access to
  • Student Reward Program
  • Government Funding Available
Course structure

This course covers 22 units of competency

Study Mode

This course is delivered online

Locations & Dates

Start when you're ready

  • Description

    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
    • MCSA: Windows 10 – Pass Installing and Configuring Windows 10 exam; and Configuring Windows Devices exam
    • MTA: IT Infrastructure – Pass Networking Fundamentals exam
    • MTA: IT Infrastructure – Pass Windows Server Administration Fundamentals exam
    • MTA: IT Infrastructure – Pass Security Fundamentals exam
    • 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

    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.

    IT students also have access to the and online training libraries. These provide a comprehensive online video training library delivered by those in the industry. The content is accessible 24/7 so you can study and further your skills whenever it suits you.  


    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 Personal Computer and an internet connection is required to complete any Upskilled IT qualification.

  • Unit Outline

    The online e-Learning course addresses the following units of competency from the National ICT 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

    Unit Code
    Unit Name
    ICTICT401Determine and confirm client business requirements
    ICTSAS307Install, configure and secure a small office home office network
    ICTICT418Contribute to copyright, ethics and privacy in an ICT environment
    ICTSAS410Identify and resolve client ICT problems
    ICTSAS412Action change requests
    ICTICT408Create technical documentation
    BSBSUS401Implement and monitor environmentally sustainable work practices
    BSBWHS403Contribute to implementing and maintaining WHS consultation and participation processes
    ICTSAS420Provide first-level remote help-desk support
    ICTPMG401Support small scale ICT projects
    ICTSAS425Configure and troubleshoot operating system software
    ICTSAS411Assist with policy development for client support procedures
    ICTICT415Provide one-to-one instruction
    ICTSAD401Develop and present feasibility reports
    ICTICT413Relate to clients on a business level
    ICTICT422Participate in ICT services
    ICTSAS426Locate and troubleshoot ICT equipment, system and software faults
    ICTICT421Connect, maintain and configure hardware components
    ICTSAS416Implement maintenance procedures
    ICTSAS421Support users and troubleshoot desktop applications
    ICTSAS414Evaluate system status
    ICTSAS413Manage resolution of system faults on a live system
  • 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)

    Vendor Certification

    This qualification covers the learning content for the following Vendor Certification:
    • MTA: Windows Server Administration Fundamentals 
    • MCSA: Windows 10
    • 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.

    Further Study

    Pathways from this qualification include:

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

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

  • Price and Payment Options

    Option 1 – Save 15%

    Save 15% ($580) when paying upfront. Total course cost: $3,270

    Option 2 - 24 Month Interest-free payment plan

    No deposit, no interest to pay for 24 months. Get started for just $38 a week! Total course cost: $3,850


    Upskilled has teamed up with zipMoney to offer you flexible weekly, fortnightly or monthly interest free payment plans, allowing you start studying now without the financial burden! Applications for Zip Money literally only take a few minutes! Find out more about ZipMoney.

    Terms and Conditions Apply

    Option 3 - Smart and Skilled for NSW Residents

    This Upskilled qualification is approved under Smart and Skilled and may attract a government fee subsidy.  You must meet the individual eligibility criteria to receive subsidised training for a course on the NSW Skills List. For more information on Smart and Skilled click here. 

    Smart and Skilled is a reform of the NSW Vocational Education and Training System which provides participants with a great opportunity to obtain the necessary skills needed to pursue a career through Government-subsidised training. Eligible qualifications range from Certificate I right through to Advanced Diplomas. 

    This qualification is subsidised by the NSW Government. This course is delivered by Nationally Registered Training Organisation, Upskilled Pty Ltd, RTO 40374

    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

    Centrelink Financial Support Services

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

  • Upcoming Courses

    Date Delivery Method  
    05/02/2018 Enquire Now
    05/03/2018 Enquire Now
    09/04/2018 Enquire Now
    07/05/2018 Enquire Now
    04/06/2018 Enquire Now
    02/07/2018 Enquire Now
    06/08/2018 Enquire Now
    03/09/2018 Enquire Now
    08/10/2018 Enquire Now
    05/11/2018 Enquire Now
    03/12/2018 Enquire Now


  • Download Brochure

brochure icon
download iconDownload Brochure

Enquire Online Now or call
1300 460 296

Free course advisor consultation