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Certificate 4 in Information Technology
(Support) (Help Desk)

Course 19005

CRICOS Code 058403B
National Code ICA40205

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Duration

1 year full-time

Locations, tuition fees and intakes

Additional costs for uniforms, equipment, textbooks and materials (if applicable) range from A$300 - A$1,000 per course.


Campuses in Sydney
2010
2011
Intakes*
Fees^
Intakes*
Fees^
Baulkham Hills Feb A$10,170    
Hornsby Feb A$10,170    
Liverpool Feb A$10,170    
St George Feb, Jul A$10,170    
Wetherill Park Feb A$10,170    


Campuses outside Sydney
2010
2011
Intakes*
Fees^
Intakes*
Fees^
CHEC Feb A$10,170    
Great Lakes Feb A$10,170    
Port Macquarie Feb A$10,170    
Tamworth Feb A$10,170    
Taree Feb A$10,170    

*Intakes shown in red have already been filled
^Fees per course

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Description

Gain the skills and knowledge to be competent in providing technical, client or product support and help desk activities that require a level of information and communication technology (ICT) technical expertise. This course develops skills in defining, diagnosing and rectifying user needs and problems related to the use of hardware and software and with the selection of network oriented electives that could support a networked environment.

Career Opportunities

Computer Technician, Customer Support, Customer Support Professional, Help Desk, Help Desk Analyst, Help Desk Specialist, Information Systems Operator, PC Support, PC Support Technician, PC Systems Coordinator, Systems Administrator, Systems Support, Technical Support, Technical Support Representative, Technical Support Specialist, User Support Technician.

Entry Requirements

  • Year 10 or equivalent
  • Academic IELTS 5.5 or TOEFL (iBT) 51 or Certificate 3 in English for Further Study at TAFE NSW or equivalent

Exit Points

N/A

Course Structure

To receive the Certificate 4 in Information Technology (Support) (Help Desk), students must complete 28 core units and 3 elective units.

Core Units

Group 1 - Foundation Units

  • Follow workplace safety procedures
  • Communicate in the workplace
  • Operate a personal computer
  • Operate computer hardware
  • Operate computing packages
  • Integrate commercial computing packages
  • Use computer operating system
  • Work effectively in an IT environment
  • Design organisational documents using computing package

Group 2 - Common Core Units

  • Design organisational documents using computing packages
  • Contribute to personal skill development and learning
  • Determine and confirm client business expectations and needs
  • Automate processes
  • Locate equipment, system and software faults
  • Develop and present a feasibility report
  • Create technical documentation
  • Maintain ethical conduct
  • Manage simple projects

Group 3 - Prerequisite for Specialist Core Stream

All module/units must be completed
  • Install and optimise operating system software
  • Install and manage network protocols
  • Provide basic system administration
  • Provide network systems administration
  • Configure and administer a network operating system

Group 4 - Specialist Core Stream

All module/units must be completed
  • Create a simple mark up language document to specification
  • Use development software & IT tools to build a basic website
  • Install software to networked computers
  • Install and configure a network
  • Install and maintain a server
  • Determine and action client computing problems
  • Action and complete change requests
  • Transfer content to a website using commercial packages
  • Relate to clients on a business level

Elective Units

The full range of elective units is listed below. Elective units actually offered may vary between each semester and campus, and will depend on a number of considerations including the packaging rules for the qualification and demand for the unit.

  • Determine and apply appropriate development methodologies
  • Develop macros and templates for clients using standard products
  • Identify physical database requirements
  • Use SQL to create database structures and manipulate data
  • Use development software and IT tools to build a basic website
  • Build a database
  • Build using rapid application development
  • Create dynamic pages
  • Integrate a database with a website
  • Create user documentation
  • Install software applications
  • Install and optimise operating system software
  • Connect internal hardware components
  • Install and manage network protocols
  • Install software to networked computers
  • Install and configure a network
  • Connect hardware peripherals
  • Provide basic system administration
  • Provide advice to clients
  • Provide network systems administration
  • Determine and action network problem
  • Configure and administer a network operating system
  • Administer network peripherals
  • Manage resolution of system faults on a live system
  • Complete database backup and recovery
  • Monitor and administer network security
  • Monitor and administer a database
  • Support system software
  • Apply occupational health and safety procedures
  • Customise packaged software applications for clients
  • Use advanced features of computer applications
  • Coordinate and maintain work teams

Additional Information

Click here for further general information about qualifications, articulation, facilities and equipment, assessment methods and Recognition of Prior Learning (RPL).

 

Course information and offerings are subject to change at any time.

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