Qualification details

Modification History

Not Applicable

Description

Description 

This qualification provides the skills and knowledge for an individual to be competent in a variety of information technology support roles including database administration. The qualification has a strong ICT base of 12 common core units with the potential for inclusion of a range of broader support, help desk and database units to suit particular needs.

The qualification replaces 3 Certificate IV in IT 'support' qualifications from ICA99 Version 3 and incorporates the database qualification from ICA99, specifically:

It has 2 specialist streams with direct relevance to workplace roles.

Database Administration Stream  This stream develops skills in the administration of commercial database systems and could provide database support to an organisation. There are several vendor courses that could potentially relate to this qualification and this stream provides logical entry into the Diploma of Information Technology (Database Design and Development).

Help Desk Stream  A person selecting this stream would acquire skills and knowledge to undertake technical, client or product support and help desk activities that require a level of ICT technical expertise. The stream develops skills in defining, diagnosing and rectifying users needs and problems related to the use of hardware and software and with selection of network oriented electives could support a networked environment. It is the logical pathway from the ICA05 Certificate III in IT, Support  stream and could provide logical entry into the Diploma of Information Technology (Systems Administration).

Job Roles 

Small to medium enterprises (SMEs) will find the outcomes of this qualification useful at a technical specialist support level. ICT support job roles apply across all industries.

Possible job titles include:

• Computer Technician
• Customer Support
• Customer Support Professional
• Data Administrator
• Database Administration Associate
• Database Administrator
• Help Desk
• Help Desk Analyst
• Help Desk Specialist
• ICT Support&System Service Engineer
• Information Centre Specialist
• Information Systems Administrator
• Information Systems Operator
• Network Support Technician
• PC Network Engineer
• PC Support
• PC Support Technician
• PC Systems Coordinator
• Product Support Engineer
• Systems Administrator
• Systems Engineer
• Systems Support
• Technical Support
• Technical Support Engineer
• Technical Support Representative
• Technical Support Specialist
• Technical Writer
• User Support Technician

Prerequisite Requirements 

A number of units within this qualification have prerequisites. These are detailed as follows:

Code and Title	Prerequisite units required
ICAB4060B Identify physical database requirements	ICAA4041C Determine and confirm client business expectations and needs
ICAB4136B Use structured query language to create database structures and manipulate data	ICAB4225B Automate processes
ICAS4107B Manage resolution of system faults on a live system	ICAS3024B Provide basic system administration ICAT3025B Run standard diagnostic tests ICAT4221B Locate equipment, system and software faults
ICAS4109B Evaluate system status	ICAT3025B Run standard diagnostic tests
ICAS4114B Implement maintenance procedures	ICAT3025B Run standard diagnostic tests
ICAS4125B Monitor and administer a database	ICAS3024B Provide basic system administration

Pathways Information

Not Applicable

Licensing/Regulatory Information

Not Applicable

Entry Requirements

Entry Requirements 

The following units contain the basic fundamentals of ICT knowledge and skills for all qualifications at Certificate III in IT and above. These units or demonstrated equivalence are required for entry into this qualification:

BSBCMN106A Follow workplace safety procedures

ICAD2012B Design organisational documents using computing packages

ICAU1128B Operate a personal computer

ICAU2005B Operate computer hardware

ICAU2006B Operate computing packages

ICAU2013B Integrate commercial computing packages

ICAU2231B Use computer operating system

ICAW2001B Work effectively in an IT environment

ICAW2002B Communicate in the workplace

Employability Skills Summary

Employability Skills Summary 

ICA40205 Certificate IV in Information Technology  (Support )

The following table contains a summary of the Employability Skills required for a Help Desk Support Officer. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry requirements for this qualification include :
Communication	consulting with end users and clients before, during and after development of services to determine their issues and ensuring that their needs are met interpreting technical manuals
Teamwork	working with clients to maintain security on computer networks and manage problems working with internal users and third party suppliers to determine and update service level agreements
Problem Solving	solving client computing problems which may be non-routine and unpredictable using discretion and judgement to interpret available information and solve problems
Initiative and Enterprise	developing new criteria and procedures for performing current practices identifying, analysing and evaluating information from a variety of sources
Planning and Organising	creating project plans to guide the development of systems methodologies organising resources for providing one on one instruction to clients on technical issues planning the evaluation of system status taking into account time, environment, and internal and external issues
Self-management	taking responsibility for own output in relation to specified quality standards working within the Australian Computer Society code of ethics regarding security, legal, moral and ethical issues
Learning	maintaining knowledge of current industry accepted hardware and software products providing technical advice towards resolution of specified problems selecting, adapting and transferring skills and knowledge to new environments
Technology	selecting, sourcing and using appropriate software and tools based on analysis of technical needs

Packaging Rules

Qualification Structure 

To attain the ICA40205 Certificate IV in Information Technology  (Support ) 22 units must be achieved (depending on the specialist stream chosen):

• 12 common core units; plus
• 6 specialist core stream units - Database Administration; or
• 6 specialist core stream units - Help Desk; plus
• 4 elective units

Achieve 12 Common Core Units 

Common Core 

BSBCMN304A Contribute to personal skill development and learning

ICAA4041C Determine and confirm client business expectations and needs

ICAB4225B Automate processes

ICAD4043B Develop and present a feasibility report

ICAD4217B Create technical documentation

ICAS4022B Determine and action client computing problems

ICAS4106B Action and complete change requests

ICAS4113C Identify and resolve common database performance problems

ICAS4114B Implement maintenance procedures

ICAT4221B Locate equipment, system and software faults

ICAW4214B Maintain ethical conduct

PSPPM402B Manage simple projects

Achieve All Core Units in 1 of the 2 Specialist Core Streams  (Database Administration or Help Desk )

Specialist Core Stream  - Database Administration  (6 Units )

ICAB4060B Identify physical database requirements

ICAB4136B Use structured query language to create database structures and manipulate data

ICAS4107B Manage resolution of system faults on a live system

ICAS4108B Complete database back-up and recovery

ICAS4125B Monitor and administer a database

ICAB4170B Build a database

Specialist Core Stream  - Help Desk 6 Units )

ICAS4023B Provide one-to-one instruction

ICAS4033B Assist with policy development for client support procedures

ICAS4109B Evaluate system status

ICAS4134C Provide first-level remote help desk support

ICAW4027B Relate to clients on a business level

ICTCC121A Use an enterprise information system

Achieve 4 Elective Units Chosen from the Following Sources  (Listed in Recommended Order )

the other ICA40205 specialist core stream not already selected; and/or

• elsewhere in the ICA05 Information and Communications Technology Training Package  (at Certificate III [maximum 2 units], Certificate IV or Diploma); and/or
• the BSB01 Business Services Training Package  (at Certificate IV or Diploma); and/or
• any other Training Package (up to maximum 2 units and at Certificate IV or Diploma) based on documented industry or enterprise needs