Certificate IV in Information Technology (Support) (Help Desk) (ICA40205)
Qualification: Certificate IV(AQF)
Training Package: ICA05 Information and Communication Technology
TAFE NSW Course No: 19005
Duration: The course requires approximately 800 hours of study. Studying online you will need to spend a minimum of 22 hours per week to complete the course successfully in one year.
This course is for people who wish to pursue a career in private enterprise or government organisations as a Helpdesk Supervisor or similar occupation. You will develop the required knowledge and skills to be able to provide technical, client or product support to an organisation. You will learn how to define, diagnose and rectify user needs and problems related to the use of hardware and software.
Career Opportunities: Sales and marketing, customer support professional, customer liaison, help desk, help desk specialist, help desk analyst, information centre specialist, product support, sales support, sales and marketing, technical writer.
Articulation: This course provides a pathway to achievement of competencies required to receive the Certificate IV in Information Technology (ICA40205) as defined in the nationally endorsed Information and Communications Technology Training Package ICA05. When you finish this course, you may be eligible for advanced standing in several other IT courses including the Diploma in Information Technology (Systems Administration) (ICA50205). When you finish this course you will be eligible to receive the Certificate IV in Information Technology (Support) (ICA40205) specialising in Help Desk.
Entry Requirements: NSW School Certificate (or equivalent). To complete this course it is recommended that you have basic computing and internet skills, be able to send and receive email, be able to organise yourself and manage your time. Keyboarding skills are desirable.
To work through this course online, you will also need:
- Pentium IV 2GHz or faster
- Microsoft Internet Explorer 6.0 or above
- Windows 2000 or above or MAC OS 8.0 or above
Course Support: This course is fully online - there is access to a team of teachers, 5 days per week. Workshops are available on request. Full telephone and email support, chat sessions, instant messaging and discussion forums support student learning.
| Modules/Units | |
| Prerequisite Core Units: | |
| ICAU1128A | Operate a personal computer |
| ICAU2005A | Operate computer hardware |
| BSBCMN106A | Follow workplace safety procedures |
| ICAD2012A | Design organisational documents using computing packages |
| ICAU2006A | Operate computing packages |
| ICAU2013A | Integrate commercial computing packages |
| ICAU2231A | Use computer operating system |
| ICAW2001A | Work effectively in an IT environment |
| ICAW2002A | Communicate in the workplace |
| Common Core Units (for all streams): These units should be done before any specialist core units, as sone are prerequisite units for the specialist units. | |
| ICAT3025A | Run standard diagnostic tests |
| BSBCMN304A | Contribute to personal skill development and learning |
| ICAA4041A | Determine and confirm client business expectations and needs |
| ICAB4225A | Automate processes |
| ICAD4043A | Develop and present a feasibility report |
| ICAD4217A | Create technical documentation |
| ICAS4022A | Determine and action client computing problems |
| ICAS4106A | Action and complete change requests |
| ICAS4113A | Identify and resolve common database performace problems |
| ICAS4114A | Implement maintenance procedures |
| ICAT4221A | Locate equipment, system and software faults |
| ICAW4214A | Maintain ethical conduct |
| PSPPM402B | Manage simple projects |
| Specialist Core Units: | |
| ICAS4023A | Provide one to one instruction |
| ICAS4033A | Assist with policy development for client support procedures |
| ICAS4109A | Evaluate system status |
| ICAS4134A | Provide first level remote helpdesk support |
| ICAW4027A | Relate to clients on a business level |
| ICTCC121A | Use an enterprise information system |
| Electives: Note: other electives may be available to suit your situation or progression to Diploma level. Please check with your teacher. | |
| ICAB4060A | Identify physical database requirements |
| ICAS4107A | Manage resolution of system faults on a live system |
| ICAS4108A | Complete database backup and recovery |
| ICAS4125A | Monitor and administer a database |
| ICAB4170A | Build a database |
| ICAW4026A | Coordinate and maintain work teams |
| ICAS4124A | Monitor and administer network security |
| ICAS3024A | Provide basic system administration |
| ICAB4136A | Use SQL to create database structures and manipulate data |
Applying and Enrolling:
Coffs Harbour Education Campus - Distance/online study of 800 hours.
Also available for Trainees.
For more information and an over-the-phone interview and assessment call Linda Alfred on (02) 6659 3600 or email nci.courseinfo@tafensw.edu.au.
