Competence is evident when learners are able to:
Use appropriate communication skills, courtesy, and dress.
Communicate effectively with individuals without a technical background.
Identify and use appropriate strategies for resolving conflict in the workplace.
Describe and apply basic techniques for stress management.
Competence is evident when learners are able to:
Locate, cite and critically evaluate information which is accessible online or otherwise, in support of problem solving activities.
Maintain appropriate documentation of problem resolution for later reference.
Component 2 (Core): Competencies relating to ICT user support processes:
Competence is evident when learners are able to:
Identify and document user requirements.
Evaluate and recommend hardware and/or software products and services.
Identify and discuss the implications of software licensing and legal liability issues.
Describe appropriate documentation procedures and practices in user support services.
Effectively use and maintain locally maintained documentation.
Describe troubleshooting strategies and techniques to resolve basic ICT problems.
Associated Assessment Criteria for Exit-Level Outcomes 2.2:
Competence is evident when learners are able to:
Implement proper procedures for handling and safeguarding equipment.
Perform preventive maintenance tasks on microcomputer systems.
Set up and configure systems and peripherals.
Describe procedures for uninstalling operating system software.
Install applications on a server and configure clients for network access.
Install and configure system software.
Install and configure applications software.
Configure software for accessibility by disabled individuals.
Install and configure applications software upgrades.
Install and configure client software for client/server and network-based applications.
Associated Assessment Criteria for Exit-Level Outcomes 2.3:
Competence is evident when learners are able to:
Describe the use of diagnostic test equipment.
Recognise and resolve basic hardware problems.
Recognise and resolve basic software configuration problems.
Isolate and replace faulty components (board level only).
Use effective troubleshooting strategies and techniques to resolve system problems.
Component 3 (Electives):
None.
Integrated Assessment:
Written tests and examinations, portfolio assessment as well as practical tests and examinations are used to assess the learning that has taken place.
Due to the nature of the qualification, particular emphasis should be placed on evaluating the application of learning in the working environment, through simulated work situations.
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