Federal Democratic Republic of Ethiopia

, OCCUPATIONAL STANDARD

INFORMATION TECHNOLOGY
SUPPORT SERVICE
NTQF Level I and II

Ministry of Education
August 2011
 Introduction

Ethiopia has embarked on a process of reforming its TVET-System. Within the

policies and strategies of the Ethiopian Government, technology transformation – by
using international standards and international best practices as the basis, and,
adopting, adapting and verifying them in the Ethiopian context – is a pivotal element.
TVET is given an important role with regard to technology transfer. The new
paradigm in the outcome-based TVET system is the orientation at the current and
anticipated future demand of the economy and the labor market.

The Ethiopia Occupational Standards (EOS) is the core element of the Ethiopian
National TVET-Strategy and an important factor within the context of the National
TVET-Qualification Framework (NTQF).They are national Ethiopia standards, which
define the occupational requirements and expected outcome related to a specific
occupation without taking TVET delivery into account.

This document details the mandatory format, sequencing, wording and layout for the
Ethiopia Occupational Standard which comprised of Units of Competence.

A Unit of Competence describes a distinct work activity. It is documented in a

standard format that comprises:
 Occupational title and NTQF level
 Unit code
 Unit title
 Unit descriptor
 Elements and Performance criteria
 Variables and Range statement
 Evidence guide

Together all the parts of a Unit of Competence guide the assessor in determining
whether the candidate is competent.

The ensuing sections of this EOS document comprise a description of the respective
occupation with all the key components of a Unit of Competence:
 chart with an overview of all Units of Competence for the respective level
including the Unit Codes and the Unit Titles
 contents of each Unit of Competence (competence standard)
 occupational map providing the technical and vocational education and training
(TVET) providers with information and important requirements to consider when
designing training programs for this standards and for the individual, a career
path

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UNIT OF COMPETENCE CHART
Occupational Standard: Information Technology Support Service
Occupational Code: ICT ITS

NTQF Level II

ICT ITS2 01 0811 ICT ITS2 02 0811 ICT ITS2 03 0811

Operate Database Update and Document Administrate Network
Application Operational Procedures and Hardware
Peripherals

ICT ITS2 04 0811 ICT ITS2 05 0811 ICT ITS2 06 0811

Care for Network and Access and Use Implement
Computer Hardware Internet Maintenance
Procedures

ICT ITS2 07 0811 ICT ITS2 08 0811 ICT ITS2 09 0811

Maintain Equipment Apply Problem Solving Participate in
and Consumables Techniques to Routine Workplace
Malfunction Communication

ICT ITS2 10 0811 ICT ITS2 11 0811

Work in Team Develop Business
Environment Practice

NTQF Level I

ICT ITS1 01 0811 ICT ITS1 02 0811 ICT ITS1 03 0811

Connect Hardware Install Software Record Client Support
Peripherals Application Requirements

ICT ITS1 04 0811 ICT ITS1 05 0811 ICT ITS1 06 0811

Protect Application or Maintain Equipment and Operate Personal
System Software Software Inventory and Computer
Documentation

ICT ITS1 07 0811 ICT ITS1 08 0811 ICT ITS1 09 0811

Apply Quality Work with Others Receive and Respond
Standards to Workplace
Communication

ICT ITS1 10 0811 ICT ITS1 11 0811

Demonstrate Work Develop
Values Understanding of
Entrepreneurship

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 NTQF Level II

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Occupational Standard: Information Technology Support Service Level II
Unit Title Operate Database Application
Unit Code ICT ITS2 01 0811
Unit Descriptor This unit defines the competency required to operate database
applications and perform basic operations.

Elements Performance Criteria

1. Create 1.1 Database application is opened and designed

database incorporating basic design principles
objects 1.2 Database object is created according to database usage,
as well as user requirements
1.3 Database object is modified as required
1.4 Data in a table are added and modified according to
information requirements
1.5 Records are added, modified and deleted as required
1.6 Database objects are saved and compiled
2. Customize 2.1 Page layout is adjusted to meet user requirements
basic settings 2.2 Different toolbars are opened and viewed
2.3 Font is formatted as appropriate for the purpose of the
database entries
3. Create reports 3.1 Reports are designed to present data in a logical
sequence or manner
3.2 Reports are modified to include/exclude additional
requirements
3.3 Reports are distributed to appropriate person in a
approved format
4. Create forms 4.1 Wizard used to create a simple form
4.2 Existing database opened and records through a simple
form modified
4.3 Objects within the form rearranged to accommodate
information requirements
5. Retrieve 5.1 Existing database is accessed and required records
information located
5.2 Simple query is created and required information retrieved
5.3 Query with multiple criteria is developed and required
information retrieved
5.4 Data are selected and appropriately displayed

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Variable Range
Occupational  Correct posture, lighting, and type of desk, type of monitor,
Health & Safety style of chair, typing position, repetitive strain injury
(OH&S) prevention, ventilation, light position, correct lifting method,
and length of time in front of computer.
 May also include physical safety considerations such as
general electrical safety and cabling, power supply and
leads as they apply to computer and peripheral installations.
Design principles May include
 naming conventions
 data layout
 formatting
Page layout May include
 landscape
 portrait
Toolbars May can contain
 buttons
 menus or a combination of both
Font May include
 The combination of typeface and other attributes, such as
size, pitch, and spacing character or symbol.
Appropriate May include
person  a supervisor
 teacher
 authorized business representative or client
Objects May include
 buttons
 checkboxes
 option buttons
 text boxes
 drop down lists
Tools and May include but not limited to:
equipment  Computers, DB applications, DBMS

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Evidence Guide
Critical Aspects of Assessment must ensure candidate has the ability –
Competence  to design and develop a simple database using a standard
database package
 to add data, use queries, and create forms and reports
 create and format documents
 customize basic settings to meet page layout conventions
Underpinning Demonstrates knowledge of:
Knowledge and  basic database design
Attitudes  basic settings and context
 relationships between tables (cardinality)
 forms, reports and queries for retrieving and displaying
information
Underpinning Demonstrates skills to:
Skills  create database objects
 customize basic settings
 retrieve information
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level II
Unit Title Update and Document Operational Procedures
Unit Code ICT ITS2 02 0811
Unit Descriptor This unit defines the competence required to assess, update
and document the operational procedures required to use the
system.

Elements Performance Criteria

1. Assess 1.1 Current version of technical and user documentation is

technical and reviewed based on the latest operational procedures.
user 1.2 Accuracy of technical and user documentation is
documentation compared with current system functionality.
1.3 Inaccuracies are identified and documented for future
reference.
2. Update 2.1 Operational procedure requirements are determined using
procedures review outcomes.
2.2 Operating procedures are developed / updated for the
system.
2.3 Proposed operating procedures are submitted to
appropriate person.
3. Update 3.1 Feedback is reviewed and appropriate changes are made
documentation as needed.
3.2 Technical and user documentation are updated to
incorporate changes.
3.3 Technical and user documentation are submitted to
appropriate person for final approval.
3.4 Technical and user documentation are distributed as
agreed with appropriate person.

Variable Range
Occupational OHS precautions and measures may include against:
Health & Safety  Physical hazards – impact, illumination, pressure, noise,
(OH&S) vibration, temperature, radiation
 Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
 Ergonomics
 Psychological factors – over exertion/ excessive force,
awkward/static positions, fatigue, direct pressure, varying
metabolic cycles
 Physiological factors – monotony, personal relationship,

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 work out cycle
 Burglary
 Fire
 Power accidents
Tools and  Documentation and manuals
Equipment  Soft wares
Types and  Internet
Sources of  System or project related documentation
Information  Staffing resources
 Technical and user documentation
 Operational procedure
Technical and May include system or project specifications, system design,
user system functionality, reports, help references, technical
documentation manuals, operational procedures, training materials and self-
paced tutorials, on-line help, user guides and brochures.
System May include but is not limited to networks, software,
databases, applications, servers, operating systems, gateways.
Appropriate May include a supervisor, teacher, authorized business
person representative or client

Evidence Guide
Critical aspects of Assessment must confirm the ability to manage the production
Competence of clear, easy-to-read procedures conforming to required
standards for the utilization of the specified system.
Underpinning Demonstrates knowledge of:
Knowledge and  documentation standards and tools
Attitudes  client business domain
 role of stakeholders and the degree of stakeholder
involvement
 current industry-accepted hardware and software products
 current business practices in relation to preparing reports
Underpinning Demonstrates skills to:
Skills  review and update technical and user documentation
 update procedures
 update documentation
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level II
Unit Title Administrate Network and Hardware Peripherals
Unit Code ICT ITS2 03 0811
Unit Descriptor This unit defines the competence required to connect, install,
configure, maintain and troubleshoot local area network and
peripherals

Elements Performance Criteria

1. Confirm 1.1 Client peripheral requirements are Identified and

requirements of confirmed in accordance with organizational standards.
client 1.2 Client requirements and peripherals needed are
documented in line with organizational standards and
report findings to the appropriate person.
1.3 Client requirements are verified with appropriate person in
line with organizational standards and reporting
procedures.
1.4 Action taken to ensure client support expectations are
covered by vendor warranty and support services.
2. Obtain required 2.1 Peripherals are obtained under instruction from
peripherals appropriate person.
2.2 Peripherals are entered into equipment inventory
according to organizational standards.
2.3 Contents of delivered components and physical contents
that match the packing list are validated and resolved
discrepancies if necessary.
2.4 Peripherals are stored according to vendor/manual
guidelines.
3. Connect 3.1 Timeframe for installation schedule is verified with the
hardware client requirement.
peripherals 3.2 Old peripherals are removed if they are being replaced
with minimal disruption to clients, taking into account
environmental considerations and OHS standards.
3.3 New peripherals are connected with minimum disruption
to clients, taking into account operating system
procedures.
3.4 The computer configured to accept the new peripherals
based on business requirement
3.5 Hardware peripherals are tested and confirmed to client
satisfaction, pay particular attention to possible impact on
other systems and make adjustments as required.

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4. Install 4.1 Location of peripherals are planned to provide
peripherals to a appropriate services to users and to take into
network consideration OHS standards.
4.2 Peripherals are connected to network, using vendor-
approved method and technology.
4.3 Peripherals are connected to computers in the network
using parallel, serial or other direct connection methods
appropriate for the job order.
4.4 Peripherals are tested for correct operation based on
client’s specifications.
5. Configure 5.1 Required software is installed to manage local and
peripheral network-connected peripherals according to business
services requirement software peripherals according to business
requirement.
5.2 Meaningful names are used for peripherals and control
queues
5.3 Security and access are configured to allow appropriate
users to make use of peripherals.
5.4 Workstation for peripherals is configured to allow
applications to work with peripherals.
6. Administer and 6.1 Priority is assigned to control queues based on
support organizational requirement.
peripheral 6.2 Settings on the network is configured to create
services
maintenance schedules, usage logs, and cost center
usage statistics
6.3 Methods are demonstrated to the user for using
peripheral services from their application or workstation
7. Maintain 7.1 A regular maintenance schedule is established and
peripherals and followed as recommended by peripheral manufacturer.
fix common 7.2 Consumables and components are replaced when
problems required.
7.3 Peripheral mishaps (unfortunate accident) and
malfunctions are fixed based on procedure.
7.4 Peripheral usage and traffic is monitored and
recommend additional peripherals if needed.
7.5 Failures of peripheral services or devices are determined
and rectify as required.
8. Use and 8.1 Operating system is configured to suit the working
maximize environment, including but not limited to setting variables.
operating 8.2 Application software is installed, upgraded and uninstalled
system to suit the working environment.

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 8.3 Both graphical user interface and the command line
interface are used to perform basic tasks based on
clients.
8.4 Operating system and third-party utilities are used based
system requirement.
8.5 Graphical user interface is customized based on clients.
9. Support input 9.1 Input and output devices are set up and checked
and output functionality based on requirement.
devices 9.2 Drivers are installed as appropriate and checked
functionality based vendor manuals.
9.3 Drivers are ensured to be properly working

Variable Range
Client May include but is not limited to internal departments, external
organizations, individual people and employees
Peripherals  May include but are not limited to:
 Printers, scanners, tape cartridges
 Speakers, multimedia kits
 Personal computer, modems
 Input equipment may include mouse, touch pad, keyboard,
Organizational May include but are not limited to personal use of emails and
Standards internet access, content of emails, downloading information
and accessing particular websites, opening mail with
attachments, virus risk (MS windows OS and Mac OS only),
dispute resolution, document procedures and templates,
communication methods and financial control mechanisms
Appropriate May include a supervisor, teacher, authorized business
person representative or client
Equipment May include but is not limited to workstations, personal
computers, modems or other connectivity devices, printers,
hard drives, monitors, switches, hubs, personal digital assistant
(PDA) and other peripheral devices OH&S standards May
include correct posture, lighting, type of desk, type of monitor,
style of chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length of
time in front of computer.
Environmental May include disposal of packaging (e.g. cardboard,
considerations polystyrene, paper, plastic) and redundant hardware (e.g. hard
drives, circuit boards).

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Occupational OHS precautions and measures may include against:
Health and Safety  Physical hazards – impact, illumination, pressure, noise,
(OHS) vibration, temperature, radiation
 Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
 Ergonomics
 Psychological factors – over exertion/ excessive force,
awkward/static positions, fatigue, direct pressure, varying
metabolic cycles
 Physiological factors – monotony, personal relationship,
work out cycle
 Burglary
 Fire
 Power accidents
Operating system May include Win 98/ME/2000/XP, Sun Solaris/SunOS, HP-UX,
AIX, Silicon Graphics IRIX, DEC VMS, Mac OS X, Linux,
NetWare
User May include a person within a department, a department within
the organization or a third party

Network May include but is not limited to large and small LANs, WANs,
VPNs, the internet, the use of the PSTN for dial-up modems
only, private lines, data and voice.
Software May include but is not limited to commercial, in-house,
packaged or customized software
Applications May include database programs, word processors, email
programs, internet browsers, system browsers and
spreadsheets
Consumables May include but is not limited to ink cartridges, toner cartridges,
ribbons, floppy disks, CD-R, CD-RW
Network May include but is not limited to Novell NetWare 5 or above or
operating system any operating system that has multi-user ability, Linux, Mac
OS, Windows 2000 or above.
Tools and  Hardware peripherals and workstation
Equipment  Live network
 Cables
 Network operating system
 Soft wares
 Toolkit
 Cable tester
 Printer (laser printers and ink jet printers[mono or colored])

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Evidence Guide
Critical aspects of Assessment must confirm knowledge of
Competence  peripheral technologies and how network peripherals
(hardware and software) are installed and configured
 ability to maintain networked peripherals in working order
 ability to safely connect hardware peripherals according to
vendor instructions with a minimum of down time to the
system
Underpinning Demonstrates knowledge of:
Knowledge and  current peripheral devices, such as scanners, multi-use
Attitudes devices, external modems
 how to configure peripherals for network use, with drivers
and cable connections
 organizational guidelines relating to external suppliers and
vendors
 general understanding of technical systems
 general knowledge of operating systems
 general knowledge of help desk and maintenance practices
 current industry-accepted hardware and software products
 broad knowledge of input/output devices
Underpinning Demonstrates skills to:
Skills  connect hardware peripherals
 use operating system
 configure peripheral Services to manage peripherals
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level II
Unit Title Care for Network and Computer Hardware
Unit Code ICT ITS2 04 0811
Unit Descriptor This unit defines the competence required to maintain
computer hardware. It includes locating sitting of hardware for
safe and efficient utilization and reducing risk of infection.

Elements Performance Criteria

1. Identify 1.1 External hardware components and peripherals are

computer identified based on business requirement
hardware 1.2 Internal hardware components are identified as needed
components
1.3 Requirements specified by hardware manufacturers are
reviewed, recorded and applied where appropriate.
1.4 Quality standards of hardware components and
associated peripherals are determined and recorded
1.5 Relationship of computer hardware and software is
determined and established for proper functioning of the
system
1.6 Safe work practices are determined, recorded and
applied, taking into account legal and manufacturer
requirements
2. Establish 2.1 Suitable environmental conditions are determined and
location applied for hardware and peripherals
requirements 2.2 General orientation and proper functioning of different
for hardware computer platforms are considered in locating computer
and
peripherals 2.3 System protection devices are determined and applied
to keep hardware form damage.
2.4 Requirements are determined and applied when moving
hardware.
2.5 Suitable storage principles are determined and applied for
hardware and associated peripherals and media.
2.6 Business requirements are considered and applied in
respect of hardware location
2.7 Functions of computer hardware and associated OHS
standards and environmental concerns are considered
3. Monitor threats 3.1 Use third-party software or utilities to evaluate and report
to the network on system security
3.2 Review logs and audit reports to identify security threats
3.3 Carry-out spot checks and other security strategies to
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 ensure that procedures are being followed
3.4 Investigate and implement inbuilt or additional encryption
facilities
3.5 Prepare and present an audit report and recommendations
to appropriate person
3.6 Obtain approval for recommended changes to be made
4. Establish 3.1 Maintenance requirements specified by the equipment
maintenance manufacturer are determined.
practices 3.2 Maintenance schedules including removal of dust and
grease build -up are produced
3.3 Diagnostic functions including replacing suspect
components with other serviceable components and
reloading of associated software are performed
3.4 Software security settings to prevent destructive software
from infecting the computer are configured
3.5 Unserviceable components are determined whether
replaceable through warranty, replacement or upgrade
3.6 Diagnostic functions are performed using the operating
system and third-party diagnostic tools

Variable Range
External May include but not limited to:
hardware  screen, keyboard, mouse, disk drives, USB, serial and
parallel ports
Internal hardware May include but are not limited to: CPU, memory chip,
components motherboard, video display card, network interface card, sound
card, cabling.
Hardware May include but not limited to workstations, personal
computers, modems and other connectivity devices, networks,
DSL modems, remote sites, servers
Peripherals may include but are not limited to:
• Printers, scanners, tape cartridges
• Speakers, multimedia kits
• Personal computer fax/modems
Safe work May include correct posture, lighting, type of desk, type of
monitor, style of chair, typing position, correct lifting method,
repetitive strain injury prevention, ventilation, light position and
length of time in front of computer
Computer May include but are not limited to: Apple Macintosh and PCs,
platforms and the various operating systems used on each.
System protection May include but are not limited to surge protection and
devices uninterruptible power supplies

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Business May include cost and quality, robustness, industry standard
requirements components and capability for further system upgrades
Environmental May include but is not limited to:
concerns  recycling, safe disposal of packaging (e.g. cardboard,
polystyrene, paper, plastic) and correct disposal of
redundant hardware (e.g. motherboards, hard drives, circuit
boards) by an authorized body
 handling of hazardous materials
Security threats May include eavesdropping, manipulation, impersonation,
penetration, denial of service, by-pass, hacking, viruses
Security May include privacy, authentication, authorization and integrity,
strategies and usually relates directly to the security objectives of the
organization.
Encryption May include features or protocols such as RSA public key,
facilities PGP (pretty good privacy), symmetric ciphers, asymmetric
public-key ciphers, sniffers, PKI, SSH, Deslogin, PKZIP,
secure socket layer (SSL), digital signatures
Occupational OHS precautions and measures may include against:
Health and Safety  Physical hazards – impact, illumination, pressure, noise,
(OHS) vibration, temperature, radiation
 Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
 Ergonomics
 Psychological factors – over exertion/ excessive force,
awkward/static positions, fatigue, direct pressure, varying
metabolic cycles
 Physiological factors – monotony, personal relationship,
work out cycle
 Burglary, Fire and Power accidents such as handling of
mains electricity and handling of high-impedance devices
equipment May include:
 mouse, touch pad, keyboard, pens
 mobile phones, palmtops and personal digital assistants
(PDAs), laptops and desktop computers
 bluetooth devices, universal serial bus (USB), firewire (IEEE
1394)
Maintenance May include on-site response, remote diagnostics or return to
depot
Components May include motherboards, CMOS battery, central processing
unit (CPU), CD and DVD drives, interface cards, drives
fax/modem cards, RAM upgrades, CPU upgrades.
Operating system May include but is not limited to Linux 6.0 or above, Windows
98 or above, Apple OS 8 or above

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Evidence Guide
Critical aspects of Assessment must ensure the ability to –
Competence  establish safe work practices
 establish sitting requirements for system hardware and
associated peripheral devices
 establish maintenance practices and determine appropriate
hardware quality standards
 determine, select, explain and use hardware components,
peripheral equipment and consumables correctly and
efficiently according to the task requirement
 identify and monitor threats to network
Underpinning Demonstrates knowledge of:
Knowledge and  Ergonomic principles to avoid back, wrist and eye strain
Attitudes  Basic knowledge of current industry-accepted hardware and
software products, with broad knowledge of general features
and capabilities
 OHS principles and responsibilities; and specific to
equipment powered by mains electricity
 Viruses, worms and other security issues
 System hardware and associated peripherals functions
 Potential environmental effects of common types of
hardware
 Importance of maintenance
 Handling of high-impedance devices
 Span of quality levels in common hardware
 Systems technologies, with broad knowledge of general
features and capabilities and substantial depth in some
areas
 Risk analysis, with broad knowledge of general features
 Broad knowledge of specific security technology
 Broad knowledge of privacy issues and legislation
Underpinning Demonstrates skills to:
Skills  Determine best location for hardware and peripherals
 Determine hardware quality standards
 Identify computer Hardware components
 Report writing skills for business requiring depth in some
areas, analysis and evaluation of information in a defined
range of areas
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level II
Unit Title Access and Use Internet
Unit Code ICT ITS2 05 0811
Unit Descriptor This unit defines the competence required to access internet
and complete basic web search tasks. It includes finding
required information.

Elements Performance Criteria

1. Access 1.1 Internet browser is opened and a home page of

internet personal choice set up by setting internet options
1.2 Display/view modes is adjusted to suit personal
requirements
1.3 Toolbar is modified to meet user and browsing needs
1.4 Particular site is accessed and retrieved data
1.5 Images are loaded or not loaded depending on modem
speed, computer and browser capabilities
1.6 URL is opened to obtain data and browse link
1.7 Cookies and history of internet browser are deleted as
precaution from virus infection
2. Search 2.1 Search engines are opened and search requirements
internet defined using a range of search parameters
2.2 Search results are saved and presented as a report
according to the information required
2.3 Bookmarks are created for required web page and saved
in associated bookmark folder
2.4 Page set up options is modified and web page or the
required information printed
2.5 Browser is shut down and exited
2.6 OHS and netiquette principles are observed through the
process

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Variable Range
Internet browser  Netscape Navigator
 Internet Explorer
 Mozilla
 Opera
 Galleon
 Phoenix
 Konqueror
 Lynx
Internet options  configuring of the following options: home page, location of
temporary files, privacy level, security level, type of
connection and history
Toolbar  buttons
 menus
 a combination of both
Search engine  Snap  Northern  Go To Dot
 Questfinder Light Com
 Ask Jeeves  AOL Netfind  Beaucoup
 Google  Hotbot  Search.com
 Metacrawler  LookSmart  Go2Network
 Alta Vista  Yahoo  Savvy Search
 Excite  Netscape  Profusion
 Infoseek  Open Text  Dogpile
 Findlink  WebCrawler  Metagopher
 Lycos  Meta Search
Search  key words
parameters  Logical operators
OHS  As per company, statutory and vendor requirements.
Ergonomic and environmental factors must be considered
during the demonstration of this competency
 Occupational Health and Safety guidelines related to use of
screen based equipment, computing equipment and
peripherals, and ergonomic work stations; security
procedures; customization requirements
Netiquette  Is sometimes referred to as web etiquette and is an informal
code of manners governing online conduct which may
include but is not limited to the use of upper and lower case
letters in messages, not spamming other users, not posting
commercial messages to newsgroups, learning to lurk before
posting, respect for other's time, privacy and bandwidth

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Evidence Guide
Critical aspects Assessment must ensure the ability to –
of Competence  browse the internet
 search for information
Underpinning Demonstrates knowledge of:
Knowledge and  General OHS principles and responsibilities
Attitudes  Makeup and structure of web addresses
 Basic technical terminology in relation to reading help files and
prompts
 Logging procedures relating to accessing a PC
 Modem speed, traffic loads in relation to times of accessing
the internet
 Evaluating and assessing the authority, reliability and
authenticity of information
 Organizational guidelines on internet and
webettique/netiquette
 Security, viruses, privacy legislation, copyright
 Different types of search engines
 Types of software
Underpinning Demonstrates skills to:
Skills  Basic analysis in relation to a limited range of routine areas
 Low level decision making in relation to a limited range of
routine areas
 Problem solving skills in known areas during normal routine
 Reading and writing at a level where basic workplace
documents are understood
 Communication is clear and precise
 Interpretation of user manuals
 Cultural understanding
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level II
Unit Title Implement Maintenance Procedures
Unit Code ICT ITS2 06 0811
Unit Descriptor This unit defines the competence required to set up
maintenance procedures to keep equipment and software
operating effectively and efficiently.

Elements Performance Criteria

1. Determine best 1.1 Equipment and software to be maintained and

practices for implemented processes are identified to ensure future
equipment and acquisitions of equipment and software.
software 1.2 Vendor documentation, peer organizations or research
maintenance information detailing best practices in equipment and
software maintenance are identified to improve system
performance and reliability.
1.3 Requirements are obtained from user in the area of
equipment maintenance and reliability.
1.4 Procedures are documented for maintenance based upon
best practices.
2. Revise 2.1 Maintenance operation is monitored and reviewed where
practices, appropriate.
where
2.2 Problem areas including failures are identified to meet
appropriate service-level agreements, and consider changes to
maintenance procedures.
2.3 Changes are assessed in consultation with user, support
staff and third party suppliers.
2.4 Improvements are designed and implemented to
maintenance procedures.
3. Identify and 3.1 Warranty status of components and/or software is
analyze IT determined and documented according to vendor, project
system or organizational requirements.
components to 3.2 System architecture and configuration documentation
be maintained are reviewed for currency status.
3.3 Critical components and/or software are identified and
recommendations are documented regarding possible
service arrangements.
4. Apply 4.1 Preventative maintenance schedule is created based on
maintenance cost, business and service-level agreements requirements
procedures 4.2 Specific and appropriate maintenance procedure is
identified and applied based on cost, business and

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 service-level agreements requirements
4.3 Recommended procedures are documented and
submitted for approval in accordance with organizational
requirements and service-level agreement
4.4 Implementing staff are oriented on the procedures and
ensured to follow the maintenance schedule
4.5 OHS is observed throughout the process

Variable Range
Equipment May include but is not limited to workstations, personal
computers, modems and other connectivity devices, printers,
DSL modems, hard drives, monitors, switches, hubs, personal
digital assistants and other peripheral devices
Software May include but is not limited to commercial, in-house,
packaged or customized software
Documentation May follow ISO/IEC/AS standards, audit trails, naming
standards, version control, project management templates and
report writing, maintaining equipment inventory; client training
and satisfaction reports
Requirements May be in reference to the business, system, application,
network or people in the organization
Service-level May exist for many different infrastructure services, including
agreement communications carriers, ISPs, ASPs and SLAs for vendor
products, workload and performance considerations,
expectations regarding servicing, penalties, and charge back to
business units.
Systems May include but not limited to:
architecture  Operating system: Novell NetWare 5 or above or operating
system that has multi-user ability, Linux, Mac OS, Windows
2000 or above
 Database software: Oracle, Sybase, Microsoft SQL server,
Ingres, DB2, Informix, MSQL, MySQL, SQL server
 Configuration: small memory model, large memory model,
requests per second
Tools  Hardware and Software
 Blower
 Cleaning agents(alcohol, contact cleaner)
 Tool kit
 Static wrist strap
 Multi meter

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Occupational OHS precautions and measures may include against:
Health and Safety  Physical hazards – impact, illumination, pressure, noise,
(OHS) vibration, temperature, radiation
 Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
 Ergonomics
 Psychological factors – over exertion/ excessive force,
awkward/static positions, fatigue, direct pressure, varying
metabolic cycles
 Physiological factors – monotony, personal relationship,
work out cycle
 Burglary, Fire and Power accidents

Evidence Guide

Critical Aspects of Assessment must confirm ability to-

Competence  determine the best practice for hardware and software
maintenance
 set up efficient and responsive maintenance procedures to
keep equipment and software operating
Underpinning Demonstrates knowledge of:
Knowledge and  client business domain
Attitudes  current industry-standard hardware and software products
and its features
 equipment and software maintenance
 safety procedures and practices in computer maintenance
 techniques and procedure in determining system's current
functionality
 system performance and maintenance procedures
 operation and use of diagnostic tools
Underpinning Demonstrates skills to:
Skills  identify and analyze maintenance needs
 analyze IT system components to be maintained
 determine and apply best practices for equipment and
software maintenance
 use diagnostic tools
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level II
Unit Title Maintain Equipment and Consumables
Unit Code ICT ITS2 07 0811
Unit Descriptor This unit defines the competence required to maintain the
operation of basic computer hardware and peripherals
including the replacement of consumables.

Elements Performance Criteria

1. Clean 1.1 Cleaning supplies are accessed and verified for usability
equipment on the selected equipment
1.2 Maintenance actions undertaken are recorded and
documented according to organizational procedures
1.3 Equipment are cleaned as per manufacturer specifications
and in line with organizational manuals
2. Replace and 2.1 Access consumables from storage points and record
maintain usage information in line with organizational procedures
consumables 2.2 Replace consumables when needed and log the action
and supplies undertaken
2.3 Dispose of consumables following environmental
guidelines
2.4 Test equipment to ensure it is in working order at set time
periods and in line with organizational procedures
3. Maintain 3.1 Equipment are identified which requires maintenance
equipment 3.2 Equipment is maintained as required by organizational
guidelines and manufacturer specifications.
3.3 Maintenance procedures are documented as required by
organizational guidelines.
3.4 Care is exercised to prevent interruption of business
activities during maintenance procedures
3.5 Unused equipment devices are stored in line with
manufacturer specifications and organizational guidelines

Variable Range
Tools and  Hardware and Software  Toolkit
Equipment  Blower  Static wrist strap
 Cleaning agents(alcohol,  Multi meter
contact cleaner)
Consumables May include disks, ribbons, printer toner, paper, cartridges,
cleaners and tape
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Equipment May include but is not limited to workstations, personal
computers, modems and other connectivity devices, printers,
hard drives, monitors, DSL modems, switches, hubs, and other
peripheral devices
Occupational OHS precautions and measures may include against:
Health and Safety  Physical hazards – impact, illumination, pressure, noise,
(OHS) vibration, temperature, radiation
 Chemical hazards – dusts, fibers, mists, fumes, smoke,
gasses, vapors
 Ergonomics
 Psychological factors – over exertion/ excessive force,
awkward/static positions, fatigue, direct pressure, varying
metabolic cycles
 Physiological factors – monotony, personal relationship,
work out cycle
 Burglary, Fire and Power accidents
 Environmental guidelines - recycling, safe disposal of
packaging (e.g. cardboard, polystyrene, paper, plastic) and
correct disposal of redundant hardware (e.g. motherboards,
hard drives, circuit boards) by an authorized body

Evidence Guide
Critical Aspects of Assessment must confirm the ability to maintain equipment in
Competence working order and to replace equipment and consumables.
Underpinning Demonstrates knowledge of:
Knowledge and  OHS principles and concept
Attitudes  Equipment and consumables uses and characteristics
 Maintenance procedures and techniques
 Chemical storage, control and disposal
 Basic understanding of organizational systems, in relation
to storage and retrieval of information and equipment
 Basic knowledge of current industry-accepted hardware
and software and manufacturer maintenance guides
Underpinning Demonstrates skills to:
Skills  clean equipment
 maintain equipment
 interpreting manufacturer’s instructions
 writing maintenance reports
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level II
Apply Problem -Solving Techniques to Routine
Unit Title
Malfunction
Unit Code ICT ITS2 08 0811
Unit Descriptor This unit defines the competence required to apply problem
solving techniques to determine the origin and plan for the
resolution of a routine malfunction.

Elements Performance Criteria

1. Identify 1.1 Hardware, software, user or procedural problem

problems areas are identified to appropriate person in the
organization
1.2 Problems to be investigated are defined and determined
1.3 Current conditions of the hardware, software, user and
problems are objectively identified and documented

2. Determine 2.1 Possible causes are identified based on experience and

fundamental / the use of diagnostic tools and analytical techniques.
root causes of 2.2 Possible cause statements are developed based on
the problem findings
2.3 Fundamental causes are identified per results of
diagnosis and investigation conducted

3. Recommend 2.1 Potential solutions to problems are identified

solutions to 2.2 Recommendations about possible solutions are
problem developed, documented, ranked and presented to the
appropriate person for decision
2.3 Implementation and evaluation of solutions are planned
2.4 Recommended solutions are documented and
submitted to the appropriate person for confirmation

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Variable Range
Occupational May include but not limited to:
Health & Safety Correct posture, lighting, type of desk, type of monitor, style
(OH&S) of chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length of
time in front of computer. May also include licensing-related
and physical safety considerations such as general electrical
safety and cabling, power supply and leads as they apply to
computer and peripheral installations.
Appropriate person May include but not limited to:
 a supervisor, teacher, authorized business representative
or client
Hardware May include but not limited to:
 Workstations, personal computers
 Modems or other connectivity devices
 Networks
 Remote sites
 Servers
Software May include but not limited to:
 commercial, in-house, packaged or customized software
User May include but not limited to:
 a person within a department, a department within the
organization or a third party
Problem May include but not limited to:
 routine malfunctions or problems that affect the
immediate work environment, particularly in relation to
using equipment such as workstations, keyboards,
peripherals
Solutions May include but not limited to:
 new hardware, hardware upgrades, new software,
software upgrades, user training or implementing a new
system
Tools and May include but not limited to:
equipment  Basic computer maintenance tool kit & Safety tools
 Computer
 Antivirus software & Recovery software

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Evidence Guide
Critical Aspects of Assessment must confirm the ability to
Competence  apply problem solving techniques to determine the root
cause of a routine malfunction or to refer the problem
according to escalation procedures
 recommend solution to the problem
Underpinning Demonstrates knowledge of:
Knowledge and  Broad knowledge of help desk and maintenance practices
Attitudes  Current industry-accepted hardware and software
products, with broad knowledge of general features and
capabilities and detailed knowledge in some areas
 Broad knowledge of the operating system
 Broad knowledge of current industry practices
 Broad knowledge of diagnostic tools
 Decision making within a limited range of options
 Clear and precise communication that varies according to
audience
 Team participation
 Time management as applied to self-management
 Analytical skills in relation to routine malfunctions
 Customer service skills
 Questioning and active listening to clarify general
information
Underpinning Skills Demonstrates skills to:
 Identify problems
 Using range of formal problem solving techniques
 Identifying and clarifying the nature of the problem
 Devising and recommending the best solution to the
problem
 Evaluating the solution
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment,
and to information on workplace practices and OHS
practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level II
Unit Title Participate in Workplace Communication
Unit Code ICT ITS2 09 0811
Unit Descriptor This unit covers the knowledge, skills and attitudes required
to gather, interpret and convey information in response to
workplace requirements

Elements Performance Criteria

1. Obtain and 1.1 Specific and relevant information is accessed from
convey appropriate sources
workplace 1.2 Effective questioning , active listening and speaking skills
information are used to gather and convey information
1.3 Appropriate medium is used to transfer information and
ideas
1.4 Appropriate non- verbal communication is used
1.5 Appropriate lines of communication with supervisors and
colleagues are identified and followed
1.6 Defined workplace procedures for the location and
storage of information are used
1.7 Personal interaction is carried out clearly and concisely
2. Participate in 2.1 Team meetings are attended on time as scheduled.
workplace 2.2 Own opinions are clearly expressed and those of others
meetings and are listened to without interruption.
discussions 2.3 Meeting inputs are consistent with the meeting purpose
and established protocols.
2.4 Workplace interactions are conducted in a courteous
manner.
2.5 Questions about simple routine workplace procedures
and maters concerning working conditions of
employment are asked and responded to.
2.6 Meetings outcomes are interpreted and implemented
based on work place guideline.
3. Complete 3.1 Range of forms relating to conditions of employment is
relevant work completed accurately and legibly.
related 3.2 Workplace data is recorded on standard workplace forms
documents and documents.
3.3 Basic mathematical processes are used for routine
calculations.
3.4 Errors in recording information on forms/ documents are
identified and properly acted upon.
3.5 Reporting requirements to supervisor are completed
according to organizational guidelines.

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Variable Range
Appropriate  Team members
sources  Suppliers
 Trade personnel
 Local government
 Industry bodies
Medium  Memorandum
 Circular
 Notice
 Information discussion
 Follow-up or verbal instructions
 Face to face communication
Storage  Manual filing system
 Computer-based filing system
Forms  Personnel forms, telephone message forms, safety reports
Workplace  Face to face
interactions  Telephone
 Electronic and two way radio
 Written including electronic, memos, instruction and forms,
non-verbal including gestures, signals, signs and diagrams
Protocols  Observing meeting
 Compliance with meeting decisions
 Obeying meeting instructions

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Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
competence  Prepared written communication following standard format
of the organization
 Accessed information using communication equipment
 Made use of relevant terms as an aid to transfer information
effectively
 Conveyed information effectively adopting the formal or
informal communication
Underpinning  Effective communication
Knowledge and  Different modes of communication
Attitude
 Written communication
 Organizational policies
 Communication procedures and systems
 Technology relevant to the enterprise and the individual’s
work responsibilities
Underpinning  Follow simple spoken language
Skills  Perform routine workplace duties following simple written
notices
 Participate in workplace meetings and discussions
 Complete work related documents
 Estimate, calculate and record routine workplace measures
 Basic mathematical processes of addition, subtraction,
division and multiplication
 Ability to relate to people of social range in the workplace
 Gather and provide information in response to workplace
Requirements
Resource The following resources must be provided:
Implications  Fax machine
 Telephone
 Writing materials
Internet
Methods of  Direct Observation
Assessment  Oral interview and written test
Context for  Competency may be assessed individually in the actual
Assessment workplace or through accredited institution

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Occupational Standard: Information Technology Support Service Level II
Unit Title Work in Team Environment
Unit Code ICT ITS2 10 0811
Unit Descriptor This unit covers the skills, knowledge and attitudes to identify
role and responsibility as a member of a team.

Elements Performance Criteria

1. Describe team 1.1 Role and objective of the team is identified from
role and scope available sources of information
1.2 Team parameters, reporting relationships and
responsibilities are identified from team discussions and
appropriate external sources
2. Identify own 2.1 Individual role and responsibilities within the team
role and environment are identified
responsibility 2.2 Roles and responsibility of other team members are
within team identified and recognized
2.3 Reporting relationships within team and external to team
are identified
3. Work as a 3.1 Effective and appropriate forms of communications used
team member and interactions undertaken with team members who
contribute to known team activities and objectives
3.2 Effective and appropriate contributions made to
complement team activities and objectives, based on
individual skills and competencies and workplace context
3.3 Observed protocols in reporting using standard operating
procedures
3.4 Contribution is made to the development of team work
plans based on understanding of team’s role and
objectives and individual competencies of the members.

Variable Range
Role and  Work activities in a team environment with enterprise or
objective of team specific sector
 Limited discretion, initiative and judgment maybe
demonstrated on the job, either individually or in a team
environment
Sources of  Standard operating and/or other workplace procedures
information  Job procedures
 Machine/equipment manufacturer’s specifications and
instructions
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  Organizational or external personnel
 Client/supplier instructions
 Quality standards
 OHS and environmental standards
Workplace  Work procedures and practices
context  Conditions of work environments
 Legislation and industrial agreements
 Standard work practice including the storage, safe handling
and disposal of chemicals
 Safety, environmental, housekeeping and quality guidelines

Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
competence  Operated in a team to complete workplace activity
 Worked effectively with others
 Conveyed information in written or oral form
 Selected and used appropriate workplace language
 Followed designated work plan for the job
 Reported outcomes
Underpinning  Communication process
Knowledge and  Team structure
Attitude
 Team roles
 Group planning and decision making
Underpinning  Communicate appropriately, consistent with the culture of
Skills the workplace
Resource The following resources must be provided:
Implications  Access to relevant workplace or appropriately simulated
environment where assessment can take place
 Materials relevant to the proposed activity or tasks
Methods of Competency may be assessed through:
Assessment  Observation of the individual member in relation to the work
activities of the group
 Observation of simulation and / or role play involving the
participation of individual member to the attainment of
organizational goal
Context for Competency may be assessed in workplace or in a simulated
Assessment workplace setting

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Occupational Standard: Information Technology Support Service Level II
Unit Title Develop Business Practice
Unit Code ICT ITS2 11 0811
Unit Descriptor This unit specifies the outcomes required to establish a
business operation from a planned concept. It includes
researching the feasibility of establishing a business
operation, planning the setting up of the business,
implementing the plan and reviewing operations once
commenced.

Elements Performance Criteria

1. Identify 1.1 Business opportunities are investigated and identified

business 1.2 Feasibility study is undertaken to determine likely
opportunity business viability
1.3 Market research on product or service is undertaken
1.4 Assistance with feasibility study of specialist and
relevant parties is sought as required
1.5 Impact of emerging or changing technology including e-
commerce, on business operations are evaluated
1.6 Practicability of business opportunity assessed in line
with perceived risks, returns sought and resources
available
1.7 Business plan for operation is completed
2. Identify 2.1 Financial and business skills available are identified and
personal taken into account when business opportunities are
business skills researched
2.2 Personal skills/attributes are assessed and matched
against those perceived as necessary for a particular
business opportunity
2.3 Business risks are identified and assessed according
to resources available and personal preferences
3. Plan for 3.1 Business structure and operations are determined and
establishment documented
of business
operation 3.2 Procedures to guide operations are developed and
documented
3.3 Financial backing for business operation is secured
3.4 Business legal and regulatory requirements are
identified and complied
3.5 Human and physical resources required to commence
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 business operation are determined
3.6 Recruitment strategies are developed and implemented
4. Implement 4.1 Marketing of business operation is undertaken
establishment
plan 4.2 Physical and human resources to implement business
operation are obtained
4.3 Operational unit to support and coordinate business
operation is established
4.4 Monitoring process for managing operation is developed
and implemented
4.5 Legal documents are carefully maintained and relevant
records are kept and updated to ensure validity and
accessibility
4.6 Contractual procurement rights for goods and services
including contracts with relevant people, negotiated
and secured as required in accordance with the
business plan
4.7 Options for leasing/ownership of business premises
identified and contractual arrangements completed in
accordance with the business plan
5. Review 5.1 Review process for implementation of business
implementation operation is developed and implemented
process
5.2 Improvements in business operation and associated
management process are identified
5.3 Identified improvements are implemented and monitored
for effectiveness

Variable Range
Business  expected financial viability
opportunities  skills of operator
maybe influenced  amount and types of finance available
by:  returns expected or required by owners
 likely return on investment
 finance required
 lifestyle issues
Business viability  opportunities available
may include:  market competition
 timing/ cyclical considerations
 skills available
 resources available
 location and/ or premises available
 risk related to a particular business opportunity, especially
 in regard to Occupational Health and Safety and
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  environmental considerations
Specialist and  Chamber of commerce
relevant parties  Financial planners and financial institution representatives,
business planning specialists and marketing specialists
 accountants
 lawyers and providers of legal advice
 government agencies
 industry/trade associations
 online gateways
 business brokers/business consultants
Human and  software and hardware
physical  office premises
resources may  communications equipment
include:  specialist services through outsourcing, contracting and
 consultancy
 staff
 vehicles
Personal  technical and/ or specialist skills
skills/attributes  business knowledge and skills
may include:  entrepreneurship
 willingness to take risks
Business risks  occupational health and safety and environmental
may be affected  considerations
by and may  relevant legislative requirements
include but are  security of investment
not restricted to:  market competition
 security of premises/ location
 supply and demand
 resources available
Resources may  staff
include:  money
 time
 equipment
 space
Operational unit  office location staffed with required personnel and
refers to: equipped to service and support business
 home-based site or other location such as leased or
owned property
Legal documents  partnership agreements,
may include:
 constitution documents,
 statutory books for companies (Register of Members,
 Register of Directors and Minute Books),
 Certificate of Incorporation,
 Franchise Agreements and financial documentation,

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  appropriate software for financial records
 recordkeeping including personnel, financial, taxation,
OHS and environmental
Contracts with  owners, suppliers,
relevant people
 employees, landlords,
may include:
 agents, distributors,
 customers or any person with whom the business has, or
seeks to have, a performance-based relationship

Evidence Guide
Critical Aspects A person must be able to provide evidence:
of Competence  that a business operation has been planned and
implemented from initial research into feasibility of the
business and completion of the plan, through to
implementing the plan and commencing operations
 the ability to evaluate the results of research and assess
the likely viability and practicability of a business
opportunity, taking into account the current
business/market climate and resources available
Underpinning Demonstrate knowledge and attitudes on:
Knowledge and  Federal and regional government legislative requirements
Attitudes affecting business operations, especially in regard to
occupational health and safety (OHS), equal employment
opportunity (EEO), industrial relations and anti-
discrimination
 Technical or specialist skills relevant to the business
operation
 Financing options
 Business systems and operations
 Relevant marketing, management, sales and financial
concepts
 Methods for researching business opportunities
 Principles of risk management relevant to the business
 Methods of identifying relevant specialist services to
complement the business
 Forms and administrative systems
 Services available and charges
 Planning and control systems (sales,
 Advertising and promotion, distribution and logistics
 Financial recording systems
 Legal rights and responsibilities
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  Record keeping duties
 Operational factors relating to the business (provision of
professional services, products)
Underpinning Demonstrate skills on:
Skills  Literacy skills to interpret legal requirements, company
policies and procedures and immediate, day-to-day
demands
 Marketing skills
 Business planning skills
 Entrepreneurial skills
 Problem-solving skills
 OHS skills
 Time management skills
 Belief in services and products offered by the business
 Communication skills including questioning, clarifying,
reporting, and giving and receiving constructive feedback
 Technical and analytical skills to interpret business
documents, reports and financial statements and
projections
 Ability to relate to people from a range of social, cultural
and ethnic backgrounds and physical and mental abilities
 Problem solving skills to develop contingency plans
 Using computers and software packages to record and
manage data and to produce reports
 Literacy skills to enable interpretation of business
information, numeracy skills for data analysis to aid
research
 Research skills to identify a business opportunity and to
conduct a feasibility study
 Analytical skills to assess personal attributes and to
identify business risks
 Observation skills for identifying appropriate people,
resources and to monitor work
Resource The following resources should be provided:
Implications  Access to relevant workplace documentation, financial
records, and equipment
Methods of Competence may be assessed through:
Assessment  Interview / Written Test
 Observation/Demonstration with Oral questioning
Context for Competence may be assessed in the workplace or in a
Assessment simulated work environment

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 NTQF Level I

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Occupational Standard: Information Technology Support Service Level I
Unit Title Connect Hardware Peripherals
Unit Code ICT ITS1 01 0811
Unit Descriptor This unit defines the competence required to connect
hardware peripherals according to instructions and a
workstation or networked computer to the internet.

Elements Performance Criteria

1. Confirm 1.1 Client peripherals are identified requirements and

requirements of confirmed in accordance with organizational
client standards
1.2 Client requirements and peripherals needed are
documented in line with organizational standards
and findings are reported to the appropriate person
1.3 Client requirements are verified with appropriate
person in line with organizational standards and
reporting procedures
1.4 Action must be taken to ensure client support
expectations are covered by vendor warranty and
support services
2. Obtain required 2.1 Peripherals are obtained under instruction from
peripherals appropriate person
2.2 Peripherals are entered into equipment inventory
according to organizational standards
2.3 Validate that contents of delivered components and
physical contents match the packing list and resolve
discrepancies, if necessary
2.4 Peripherals are stored according to vendor/manual
guidelines
3. Connect hardware 3.1 Timeframe for installation schedule is verified with the
peripherals client in accordance with the organization requirements
3.2 Old peripherals are removed and/or replaced with
minimum disruption to clients taking into account
environmental considerations and OHS standards
3.3 New peripherals are connected with minimum
disruption to clients and taking into account the
operating system procedures
3.4 The computer is configured to accept the new
peripherals

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 3.5 Hardware peripherals are tested and confirm client
satisfaction, particular attention must be paid to
possible impact on other systems and adjustments are
made as required
4. Connect 4.1 Workstations are connected to the internet through
workstation to the the existing internet connection and functionality
internet confirmed
4.2 Internet browser software is launched to enable access
to the internet and functionality confirmed

Variable Range
Occupational Health May include but not limited to:
& Safety (OH&S) Occupational health and Safety aspects of relevant
organizational activities must be considered May include
correct posture, lighting, type of desk, type of monitor, style
of chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length
of time in front of computer. May also include licensing-
related and physical safety considerations such as general
electrical safety and cabling, power supply and leads as
they apply to computer and peripheral installations
Peripherals May include but not limited to:
 printers, scanners, tape cartridges
 speakers, multimedia kits
 personal computer, modems
 input equipment may include mouse, touch pad,
keyboard, pens
 mobile phones, palmtops and personal digital assistants
(PDAs), laptops, and desktop computers
 bluetooth devices, universal serial bus (USB), firewire
(IEEE 1394)
Organizational  personal use of emails and internet access, content of
standards emails, downloading information and accessing particular
websites, opening mail with attachments, virus risk (MS
windows OS and Mac OS only), dispute resolution,
document procedures and templates, communication
methods and financial control mechanisms
Appropriate person supervisor, teacher, authorized business representative or
client
Operating system May include but not limited to:
 Win 98/ME/2000/XP, Sun Solaris/SunOS, HP-UX, AIX,
Silicon Graphics IRIX, DEC, VMS, Mac OS X, Linux,
NetWare
Client May include but not limited to:
 internal departments, external organizations, individual

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 people and employees

Equipment May include but not limited to:

 workstations, personal computers, modems or other
connectivity devices, printers, hard drives, monitors,
switches, hubs, personal digital assistant (PDA) and
other peripheral devices
OHS standards May include but not limited to:
 correct posture, lighting, type of desk, type of
Internet connection May include but not limited to:
 dial-up, cable, ISDN, broadband or satellite
Business May include but not limited to:
requirements  speed of access, money available, technical support
required and other specific internet needs
Features May include but not limited to:
 May be in relation to cost, connectivity, services,
connection type and support
Workstation May include but not limited to:
 personal computers, networked computers, laptops
Software May include but not limited to:
 commercial, in-house, packaged or customized software
Connection device May include but not limited to:
 ADSL modem, cable modem or ISDN
Vendor instructions user manual, written instructions from meetings, verbal
request or help desk
Operating system May include but not limited to:
 Linux 7.0 or above, Windows 2000 or above, Apple OS X
or above
Internet browser May include but not limited to:
software  Netscape Navigator, Internet Explorer, Mozilla, Opera.
Internet An interconnected system of networks that connects
computers around the world via TCP/IP or FTP protocols
Tools and equipment May include but not limited to:
 Organization’s hardware blueprint
 Vendor support staff (on call if assessment is a live
activity)
 Additional staff if required to support the assessment
 Hardware peripherals and workstation
 Personal computer
 Internet connection
 Modem or other connectivity device
 Network tool kits

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Evidence Guide
Critical aspects of Demonstrates skills and knowledge in:
Competence  safely connect hardware peripherals according to vendor
instructions with a minimum of down time to the system
(competence is required in the connection of five
different peripherals)
 ability to interpret vendor manuals in relation to the
storage and connection of hardware peripherals
 application of OHS regulations relating to working with
electrical equipment
 ability to connect a workstation or networked computers
to the internet
Underpinning Demonstrates knowledge of:
Knowledge and  OHS procedures for electrical equipment
Attitudes  inventory procedures
 organizational guidelines relating to external suppliers
and vendors
 technical systems
 operating systems
 creating communication with ISP and telecom service
organizations
 help desk and maintenance practices
 current industry-accepted hardware and software
products, with broad knowledge of general features and
capabilities and detailed knowledge in some areas
 input/output devices the range of internet service
providers (ISPs) and the varying plans, technologies and
services they offer
Underpinning Skills Demonstrates skills to:
 Connect hardware peripherals
 Connect workstation to the internet
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment,
and to information on workplace and OHS practices.
Methods of Competency may be assessed through:
Assessment  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level I
Unit Title Install Software Application
Unit Code ICT ITS1 02 0811
Unit Descriptor This unit defines the competence required to install or
upgrade basic software applications using a commercial
applications program.

Elements Performance Criteria

1. Determine 1.1 Client requirements are documented and reported to

software and appropriate person in accordance with the workplace
upgrade standard
requirements 1.2 Act on instructions to meet client requirements in line
with organizational requirements

2. Obtain software 2.1 Application program that best conforms to

or software requirements and organizational policies are investigated
upgrade and selected
2.2 Application program under instruction is obtained from
appropriate person
2.3 Licensing requirements and record are determined in
line with organizational guidelines
2.4 Target computer is ensured to conform with the
minimum hardware and operating system requirements
of the application program

3. Install or 3.1 New or upgraded software are installed in accordance

upgrade with appropriate person or organizational instructions
software 3.2 Installation process is completed efficiently and
effectively with minimal disruption
3.3 Testing and acceptance are carried out in line with
corporate guidelines, paying particular attention to
possible impact on other systems
3.4 Ensure client requirements are satisfied in accordance
with the organizational standard
3.5 Outstanding client issues are referred to appropriate
person as necessary

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Variable Range
Client May include but not limited to:
 internal departments, external organizations, individual
people and internal employees
Application May include but not limited to:
program  database programs, word processors, email programs,
internet browsers ,system browsers and spreadsheets
Licensing May include but not limited to:
requirements  type of license, cost of license, support provided, and
number of licenses required
Computer May include but not limited to:
 laptops, workstations and servers
Hardware May include but not limited to:
 workstations, personal computers
 modem or other connectivity device, including dsl modems
 networks
 remote sites
 servers
Operating System May include but not limited to:
 Linux 7.0 or above, Windows 2000 or above, Apple OS X
or above.
Software May include but not limited to:
 commercial software applications; organization-specific
software
Impact May be in relation to installation time, effect on normal
business, problems and data entry.
Organizational May include but not limited to:
requirements  guidelines, corporate purchasing, licensing arrangements
and budget
Occupational May include but not limited to:
Health and Safety  correct posture, lighting, and type of desk, type of monitor,
(OHS) style of chair, typing position, repetitive strain injury
prevention, ventilation, light position, correct lifting method,
and length of time in front of computer
 licensing-related and physical safety considerations such
as general electrical safety and cabling, power supply and
leads as they apply to computer and peripheral
installations
Tools and May include but not limited to:
equipment  basic computer maintenance tool kit
 computer, antivirus software , recovery software, safety
tools

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Evidence Guide
Critical aspects of Assessment must confirm the ability to install software
Competence applications through operating system instructions and to
configure computer to accept new software or upgrade.
Underpinning Demonstrates knowledge of:
Knowledge and  organizational guidelines for purchasing
Attitudes  licensing arrangements and responsibilities
 software copyright responsibilities
 operating systems supported by the organization
 hardware storage devices
 input/output devices
 client business domain
 technical writing and reporting
Underpinning Demonstrates skills to:
Skills  determine software or software upgrade requirements
 provide general customer service
 perform decision making in a limited range of options
 problem solving of known problems in routine procedures
 plain English literacy and communication skills in relation to
the presentation of information
 report writing skills for business requiring some analysis and
evaluation of information in a defined range of areas
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level I
Unit Title Record Client Support Requirements
Unit Code ICT ITS1 03 0811
Unit Descriptor This unit defines the competence required to record,
prioritize and escalate client support requests.

Elements Performance Criteria

1. Log requests for 1.1 Client support requests and requirements are
support recorded according to organizational standards
1.2 Client support history and details are reviewed
1.3 The information is checked and requested for
accuracy and urgency according to organizational
standards
2. Prioritize support 2.1 Relevant guidelines are identified for prioritizing or
requests with rating client requests
appropriate 2.2 Client requests are prioritized based on its criticality or
personnel impact on the business
2.3 Requests are referred to an appropriate person or
department for assistance
2.4 Appropriate persons involved with client support are
to be communicated

Variable Range
Client May include but not limited to:
 internal departments, external organizations, individual
people and employees
Organizational May include but not limited to:
standards  Variables may include but are not limited to:
 Security procedures
 Logged call procedures
 Client liaison policy
 Escalation procedures
 Preventative maintenance and diagnostic policy
 Roles and technical responsibilities in the IT
department
 Vendor and product service-level support agreements
Appropriate person May include but not limited to:
 a supervisor, teacher, vendor business representative,
help desk person or subject matter expert

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Evidence Guide
Critical aspects of Assessment must confirm the ability to:
Competence  accurately log calls and record,
 prioritize and escalate client support requests
according to organizational policy and procedures
Underpinning Demonstrates knowledge of:
Knowledge and  organizational procedures for rating and prioritizing
Attitudes client requests
 broad knowledge of escalation procedures
 roles and responsibilities of it division
 broad knowledge of maintenance procedures
 business scheduling requirements
 current business practices in relation to preparing
reports and documents
 broad knowledge of diagnostic tools
 basic analytical concepts for questioning and gathering
information
Underpinning Skills Demonstrates skills to:
 log requests for support
 perform questioning and active listening in clarifying
client requirements and gathering important information
 customer service skills in relation to receiving requests
for support
 skills in handling difficult clients in relation to receiving
requests for support
 conflict resolution skills in relation to receiving requests
for support
 writing reports and workplace documentation
Resources Implication Access is required to real or appropriately simulated
situations, including work areas, materials and equipment,
and to information on workplace practices and OHS
practices.
Assessment Methods Competency may be assessed through:
 Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level I
Unit Title Protect Application or System Software
Unit Code ICT ITS1 04 0811
Unit Descriptor This unit defines the competence required to keep application
or system software working effectively. It includes detecting
and removing destructive software

Elements Performance Criteria

1. Ensure user 1.1 Modify default user settings to ensure that they conform
accounts are to security policy
controlled 1.2 Previously created user settings are modified to ensure
they conform to updated security policy
1.3 Ensure legal notices displayed at logon are appropriate
1.4 Appropriate utilities are used to check strength of
passwords and consider tightening rules for password
complexity
1.5 Emails are monitored to uncover breaches in compliance
with legislation
1.6 information services are accessed to identify security
gaps and take appropriate action using hardware and
software or patches
2. Detect and 2.1 Common types of destructive software are defined and
remove identified
destructive 2.2 Virus protection compatible with the operating system
software in use are selected and installed
2.3 Advanced systems of protection are described in order
to understand further options
2.4 Software updates on a regular basis are installed
2.5 Software security settings are configured to prevent
destructive software from infecting computer
2.6 Virus protection software are run and/or scheduled on a
regular basis
2.7 Detected destructive software are reported to appropriate
person and remove the destructive software
3. Identify and 3.1 Common types of spam are defined and identified
take action to 3.2 Appropriate action is taken in order to protect
stop spam unauthorized access of spammers
3.3 Spam filters are configured and used

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 3.4 Spams are reported and documented to identify the
security threats and be able to perform recommended
action

Variable Range
Destructive May include but not limited to:
Software  Viruses, File viruses, System sector viruses, Macro
viruses, Worms, Trojans, Logic bombs and Spy ware
Virus protection May include but not limited to:
 There are various antivirus software applications
available. Some include: F-Secure, McAfee, Panda
Antivirus, Protector Plus Antivirus, Symantec's Norton
Antivirus, Command Antivirus, Vet. AMI virus
Operating system May include but not limited to:
 Linux 6.0, 7.0 or above, Windows 98, Windows 2000 or
above, Apple OS 8 or above
Software Updates May include but not limited to:
 Service packs and service releases, Security patches,
Automatic online updates, and Virus scanning engine
Updates and Virus definition updates
Spam May include but not limited to:
 unsolicited commercial electronic messaging, where
electronic messaging covers emails, instant messaging,
SMS and other mobile phone messaging, but does not
cover normal voice-to-voice communication by telephone
Appropriate action May include but not limited to:
 Delete the spam
 Block the sender by configuring spam filter.
 Unsubscribe from mailing list, if company is reputable.
Maintenance May include but not limited to:
 on-site response, remote diagnostics or return to depot
Tools and May include but not limited to:
equipment  appropriate software and diagnostic tools
 computer hardware
 records and reports

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Evidence Guide
Critical aspects of Assessment must ensure the ability to establish :
Competence  safe work practices,
 siting requirements for system hardware and associated
peripheral devices,
 maintenance practices and determine appropriate
hardware quality standards
 Assessment must confirm the ability to identify, isolate
and protect a system from destructive software by
installing virus protection and software updates and to
identify and take counter-action against SPAM.
Underpinning Demonstrates knowledge of:
Knowledge and  General OH&S principles and responsibilities
Attitudes  OH&S principles specific to equipment powered by mains
electricity
 Viruses, worms and other security issues
 System hardware and associated peripherals functions
 Potential environmental effects of common types of
hardware
 Importance of maintenance
 Handling of high-impedance devices
 Communication skills
 Span of quality levels in common hardware
 Software related to hardware operations
 Basic knowledge of identification of spam and virus
intrusions and appropriate remedial action
 Broad general knowledge of operating systems
supported by the organization
 Broad general knowledge of computer hardware
 Basic knowledge types protective applications used
against viruses and spam
 Spam Act and associated guidelines
Underpinning Skills Demonstrates skills to:
 Establish location requirements for hardware and
peripherals
 Establish maintenance practices
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment,
and to information on workplace practices and OHS
practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level I
Maintain Inventories of Equipment, Software and
Unit Title
Documentation
Unit Code ICT ITS1 05 0811
Unit Descriptor This unit defines the competence required to record and store
details of software, hardware and technical documentation.

Elements Performance Criteria

1. Document and 1.1 Hardware inventory is maintained that creates a profile

update or description of each piece of equipment
inventory 1.2 Software inventory and licenses are maintained and
updated, as required, particularly when upgrading
software
1.3 Storage of user documentation or technical manuals are
recorded and organized
2. Store technical 2.1 Action is taken to ensure software, hardware and
documentation equipment not in use, stored in a manner as
recommended by technical manuals
2.2 Ensure technical documentation is stored securely
2.3 Technical documentation are accessed and disseminated
as required by clients

Variable Range
Occupational May include but not limited to:
Health & Safety Correct posture, lighting, and type of desk, type of monitor,
(OH&S) style of chair, typing position, repetitive strain injury
prevention, ventilation, light position, correct lifting method,
and length of time in front of computer. May also include
licensing-related and physical safety considerations such as
general electrical safety and cabling, power supply and leads
as they apply to computer and peripheral installations.
Hardware  list of personal computers, networked systems, personal
inventory organizers, communications equipment
 peripherals may include printers, scanners, tape cartridges,
speakers, multimedia kits; keyboard equipment, including
mouse, touch pad, keyboard and pens
Equipment May include but not limited to:
 workstations, personal computers, modems or other
connectivity devices, printers, hard drives, monitors,
switches, hubs, personal digital assistants and other
peripheral devices
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Software inventory list of commercial software applications; organization-specific
or customized software; word processing, spreadsheet,
database, graphic, mail, internet browsers; and presentation
functionalities

Evidence Guide
Critical aspects of Assessment must confirm the ability to:
Competence  accurately and regularly update and maintain the software,
equipment and technical documentation inventory
according
 identify storage and retrieval policy and procedures
 software licensing requirements are adhered to according
to vendor specifications
 inventories are regularly accessed and kept up-to-date
 demonstrate workplace documentation and maintenance
of technical manual
Underpinning Demonstrates:
Knowledge and  Basic understanding of software licensing requirements
Attitudes  Broad knowledge of inventory principles and procedures
 Storage of equipment and software
 Inventory principles and concept; techniques and
procedures
Underpinning Demonstrates skills to:
Skills  perform inventory activities
 document and update inventory
 store technical documentation
 writing reports and documentation
 literacy skills in regard to workplace documentation and
technical manuals
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment,
and to information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level I
Unit Title Operate Personal Computer
Unit Code ICT ITS1 06 0811
Unit Descriptor This unit defines the competence required to operate a
personal computer, including starting the PC, logging in,
using and understanding desktop icons and their links to
underlying programs, navigating a directory structure, saving
work, printing, closing down the PC and word processing .

Elements Performance Criteria

1. Start the 1.1 Peripheral device connections for correct position are
computer checked
1.2 Input voltage for the device based on the OHS
standards are checked
1.3 Power at both the power point and computer are
switched on
2. Access basic 2.1 User name and password are inserted as prompted and
system noted access, privacy, security and related conditions of
information use displayed on introductory screens
2.2 Operating system are navigated to access system
information to identify system configuration and
application versions in operation
2.3 On-line help functions are used as required
3. Navigate and 3.1 Desktop icons are created and customized
Manipulate 3.2 Desktop icons are selected, opened and closed to
desktop access application programs
environment
3.3 Application windows are manipulated and desktop
returned to original conditions
4. Organize basic 4.1 Directories and subdirectories are created and named
directory/ folder 4.2 Attributes of directories are identified
structure and
files 4.3 Subdirectories between directories are moved
4.4 Directories as required are renamed
4.5 Directories and subdirectories are accessed via different
paths
5. Organize files for 5.1 System browser are used to search drives for specific
user and/or files
organisation 5.2 Most commonly used types of files in the directories are
requirements accessed
5.3 Groups of files are selected, opened and renamed as
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 required
5.4 Files between directories are moved
5.5 Files to disks are copied
5.6 Deleted files are restored as necessary
5.7 Disks are erased and formatted as necessary
6. Print information 6.1 Printers are added if required and ensured to have
correct printer settings
6.2 Default printer are changed if appropriate
6.3 Information is printed from an installed printer
7. Operate 7.1 Documents and customize basic settings are created
application to meet page layout conventions
software 7.2 Document and create tables are formatted
7.3 Images and use mail merge are added
7.4 Basic print settings and print documents are selected

Variable Range
Peripheral device May include but not limited to:
 mouse, keyboard, visual display unit, monitor and printer
OHS standards May include but not limited to:
 correct posture, lighting, type of desk, type of monitor,
style of chair, typing position, repetitive strain injury
prevention, ventilation, light position, correct lifting
method, and length of time in front of computer
 may also include physical safety considerations such as
general electrical safety and cabling, power supply and
leads as they apply to computer and peripheral
installations
Computer May include but not limited to:
 laptops, workstations, servers or other devices
Operating System May include but not limited to:
 Linux 7.0 or above, Windows 2000 or above, Apple OS X
or above
System information May include but not limited to:
 hardware and software components that run a computer
On-line help  instruction manual or a portion of the manual, integrated
functions into the program.
Application May include but not limited to:
programs  database programs, word processors, email programs,
internet browsers, system browsers and spreadsheets
Attributes May include but not limited to:
 Indicates several properties of the directory, for example,

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 they indicate whether the directory is read-only, whether
it needs to be backed up, and whether it is visible or
hidden
System browser May include but is not limited to Windows explorer
Disks May include but not limited to:
 floppy disks, CDs, CD-RW (compact disks-read write),
DVD RW, zip disks, flash drives, solid state hard drives
Printer settings May include but not limited to:
 layout, paper size, paper tray, cartridge type, number of
copies, orientation

Evidence Guide
Critical aspects of  Must confirm the ability to use software, navigate around
Competence the desktop, use system features to perform tasks, and
save results of work
 Must ensure the ability to create open and retrieve
documents, customize basic settings, format documents,
create tables, add objects and images, and save and
print documents
Underpinning Demonstrates knowledge of:
Knowledge and  Organizational benchmarks for minimum typing skills,
Attitudes including speed and accuracy
 Creating and opening documents
 Formatting documents
 Inserting tables and images
 Saving, printing and closing documents
 Mail merge function
 Basic keyboarding skills
 Computer functions
 Basic parts of a computer and various hardware
components
 Storage devices and basic categories
 Basic software operation
Underpinning Skills Demonstrates skills to:
 Access basic system information
 Operate application software
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment,
and to information on workplace and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level I
Unit Title Apply Quality Standards
Unit Code ICT ITS1 07 0811
Unit Descriptor This unit covers the skills and knowledge required in applying
quality standards in providing information technology support
service.

Elements Performance Criteria

1. Assess own 1.1 Completed work is checked against workplace standards
work relevant to the operations being undertaken
1.2 An understanding is demonstrated on how the work
activities and completed work relate to the next process
and to the final appearance of the activity.
1.3 Faulty pieces or final products are identified and isolated in
accordance with company policies and procedures
1.4 Faults and any identified causes are recorded and
reported in accordance with workplace procedures
2. Assess quality 2.1 Received materials, articles or final product are checked
of received against workplace standards.
articles
2.2 Materials, articles or products are measured using the
appropriate measuring instruments in accordance with
workplace procedures
2.3 Causes of any identified faults are identified and corrective
actions are taken in accordance with workplace
procedures
3. Record 3.1 Basic information on the quality performance is recorded in
information accordance with workplace procedures
3.2 Records of work quality are maintained according to the
requirements of the company
4. Study causes 4.1 Causes of deviations from final products are investigated
of quality and reported in accordance with workplace procedures
deviations
4.2 Suitable preventive action is recommended based on
workplace quality standards and identified causes of
deviation from specified quality standards of materials or
final product
5. Complete 5.1 Information on quality and other indicators of production
documentation performance is recorded.
5.2 All production processes and outcomes are recorded.

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Variable Range
Quality check  Visual inspection
 Physical output/outcome
 Check against design/specifications
Quality standards  Materials
 Component parts
 Final product / service
 Processes / procedures
Quality  Product / application variations
parameters  Materials and documentation
 Damage and imperfections

Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence  Checked completed work continuously against workplace
standard
 Identified and isolated faulty parts or final product
 Checked received materials, component parts or final
product against workplace standards
 Identified and applied corrective actions on the causes of
identified faults
 Recorded basic information regarding quality performance
 Investigated causes of deviations against standard
 Recommended suitable preventive actions
Underpinning  Relevant quality standards, policies and procedures
Knowledge and  Characteristics of materials used
Attitudes  Safety environment aspects of production processes
 Relevant quality checking procedures
 Workplace procedures
 Reporting procedures
Underpinning  Interpret work instructions, specifications, standards and
Skills patterns appropriate to required work and specifications
 Carry out relevant visual inspections of output
 Maintain accurate work records in accordance with
procedures
 Communicate effectively within defined procedures
Resource The following resources should be provided:
Implications  Access to relevant workplace or appropriately simulated
environment where assessment can take place
 Materials relevant to the proposed activity or task
Methods of Competence may be assessed through:
Assessment  Interview/ Written exam
 Observation/Demonstration
Context for Competence may be assessed in the work place or in a
Assessment simulated work place setting
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Occupational Standard: Information Technology Support Service Level I
Unit Title Work with Others
Unit Code ICT ITS1 08 0811
Unit Descriptor This unit covers the skills, knowledge and attitudes required to
develop workplace relationship and contribute in workplace
activities.

Elements Performance Criteria

1. Develop 1.1 Duties and responsibilities are done in a positive

effective manner to promote cooperation and good relationship.
workplace 1.2 Assistance is sought from workgroup when difficulties
relationship arise and addressed through discussions.
1.3 Feedback provided by others in the team is encouraged,
acknowledged and acted upon.
1.4 Differences in personal values and beliefs are respected
and acknowledged in the development.
2. Contribute to 2.1 Support is provided to team members to ensure
work group workgroup goals are met.
activities 2.2 Constructive contributions to workgroup goals and tasks
are made according to organizational requirements.
2.3 Information relevant to work is shared with team members
to ensure designated goals are met.

Variable Range
Duties and  Job description and employment arrangements
responsibilities  Organization’s policy relevant to work role
 Organizational structures
 Supervision and accountability requirements including OHS
 Code of conduct
Work group  Supervisor or manager
 Peers/work colleagues
 Other members of the organization
Feedback on  Formal/Informal performance appraisal
performance  Obtaining feedback from supervisors, colleagues and clients
 Personal, reflective behavior strategies
 Routine organizational methods for monitoring service
delivery
Providing support  Explaining/clarifying
to team members  Helping colleagues and providing encouragement
 Providing feedback to another team member
 Undertaking extra tasks if necessary

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Organizational  Goals, objectives, plans, system and processes
requirements  Legal and organization policy/guidelines
 OHS policies, procedures and programs
 Ethical standards
 Defined resources parameters
 Quality and continuous improvement processes and
standards

Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence  provided support to team members to ensure goals are met
 acted on feedback from clients and colleagues
 accessed learning opportunities to extend own personal
work competencies to enhance team goals and outcomes
Underpinning Demonstrate knowledge of :
Knowledge and  relevant legislation that affects operations, especially with
Attitude regards to safety
 why cooperation and good relationships are important
 organization’s policies and procedures
 how to elicit and interpret feedback
 workgroup member’s responsibilities and duties
 Importance of demonstrating respect and empathy in
dealings with colleagues
 how to identify and prioritize personal development
opportunities and options
Underpinning Demonstrate skills to:
Skills  read and understand the organization’s policies and work
procedures
 write simple instructions for particular routine tasks
 interpret information gained from correspondence
 Communication skills to request advice, receive feedback
and work with a team
 plan and organize work priorities and arrangement
 select and use technology appropriate to a task
 relate to people from a range of social, cultural and ethnic
backgrounds
Resource Access to relevant workplace or appropriately simulated
Implications environment where assessment can take place
Methods of Competence may be assessed through:
Assessment  Direct observations / Observation of simulation or role play
Context of Competence may be assessed in workplace or in a simulated
Assessment workplace setting

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Occupational Standard: Information Technology Support Service Level I
Unit Title Receive and Respond to Workplace Communication
Unit Code ICT ITS1 09 0811
Unit Descriptor This unit covers the knowledge, skills and attitudes required to
receive, respond and act on verbal and written communication.

Elements Performance Criteria

1. Follow routine 1. Required information is gathered by listening attentively

spoken and correctly interpreting or understanding information/
messages instructions
2. Instructions/information are properly recorded
3. Instructions are acted upon immediately in accordance
with information received
4. Clarification is sought from workplace supervisor on all
occasions when any instruction/information is not clear
2. Perform 2.1 Written notices and instructions are read and
workplace interpreted correctly in accordance with organizational
duties following guidelines
written notices 2.2 Routine written instruction are followed in sequence
2.3 Feedback is given to workplace supervisor based on the
instructions/information received

Variable Range
Written notices Refers to :
and instructions  Handwritten and printed material
 Internal memos
 External communications
 Electronic mail
 Briefing notes
 General correspondence
 Marketing materials
 Journal articles
Organizational May include:
Guidelines  Information documentation procedures
 Company policies and procedures
 Organization manuals
 Service manual

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Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence  Demonstrated knowledge of organizational procedures for
handling verbal and written communications
 Received and acted on verbal messages and instructions
 Demonstrated competence in recording
instructions/information
Underpinning  Knowledge of organizational policies/guidelines in regard to
Knowledge and processing internal/external information
Attitudes  Ethical work practices in handling communications
 Communication process
Underpinning  Conciseness in receiving and clarifying
Skills messages/information/communication
 Accuracy in recording messages/information
Resource  Note pads
Implications  Pens
Methods of  Direct Observation
Assessment  Oral interview or written test
Context of  Competence may be assessed individually in the actual
Assessment workplace or through accredited institution

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Occupational Standard: Information Technology Support Service Level I
Unit Title Demonstrate Work Values
Unit Code ICT ITS1 10 0811
Unit Descriptor This unit covers the knowledge, skills, and attitude in
demonstrating proper work values.

Elements Performance Criteria

1. Define the 1.1 One’s unique sense of purpose for working and the ‘whys’
purpose of of work are identified, reflected on and clearly defined for
work one’s development as a person and as a member of
society.
1.2 Personal mission is in harmony with company’s values
2. Apply work 2.1 Work values/ethics/concepts are classified and
values/ethics reaffirmed in accordance with the transparent company
ethical standards, policies and guidelines.
2.2 Work practices are undertaken in compliance with
industry work ethical standards, organizational policy and
guidelines
2.3 Personal behavior and relationships with co-workers
and/or clients are conducted in accordance with ethical
standards, policy and guidelines.
2.4 Company resources are used in accordance with
transparent company ethical standard, policies and
guidelines.
3. Deal with 3.1 Company ethical standards, organizational policy and
ethical guidelines on the prevention and reporting of unethical
problems conduct are accessed and applied in accordance with
transparent company ethical standard, policies and
guidelines.
3.2 Work incidents/situations are reported and/or resolved
in accordance with company protocol/guidelines.
3.3 Resolution and/or referral of ethical problems identified are
used as learning opportunities.
4. Maintain 4.1 Personal work practices and values are demonstrated
integrity of consistently with acceptable ethical conduct and
conduct in the company’s core values.
workplace 4.2 Instructions to co-workers are provided based on ethical,
lawful and reasonable directives.
4.3 Company values/practices are shared with co-workers
using appropriate behavior and language.

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Variable Range
Work May include but are not limited to:
values/ethics/  Commitment/ Dedication
concepts  Sense of urgency
 Sense of purpose
 Love for work
 High motivation
 Orderliness
 Reliability and Dependability
 Competence
 Goal-oriented
 Sense of responsibility
 Being knowledgeable
 Loyalty to work/company
 Sensitivity to others
 Compassion/Caring attitude
 Balancing between family and work
 Sense of nationalism
Work practices  Quality of work
 Punctuality
 Efficiency
 Effectiveness
 Productivity
 Resourcefulness
 Innovativeness/Creativity
 Cost consciousness
 5S
 Attention to details
 Violent/intense dispute or argument
Incidents/situations  Gambling
 Use of prohibited substances
 Pilferages
 Damage to person or property
 Vandalism
 Falsification
 Bribery
 Sexual Harassment
 Blackmail
Company  Consumable materials
resources  Equipment/Machineries
 Human
 Time
 Financial resources
Instructions  Verbal
 Written

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Evidence Guide
Critical Aspects Assessment requires evidence that the candidate:
of Competence  Defined one’s unique sense of purpose for working
 Clarified and affirmed work values/ethics/concepts
consistently in the workplace
 Demonstrated work practices satisfactorily and consistently
in compliance with industry work ethical standards,
organizational policy and guidelines
 Demonstrated personal behavior and relationships with co-
workers and/or clients consistent with ethical standards,
policy and guidelines
 Used company resources in accordance with company
ethical standard, policies and guidelines.
 Followed company ethical standards, organizational policy
and guidelines on the prevention and reporting of unethical
conduct/behavior
Underpinning  Occupational health and safety
Knowledge  Work values and ethics
 Company performance and ethical standards
 Company policies and guidelines
 Fundamental rights at work including gender sensitivity
 Work responsibilities/job functions
 Corporate social responsibilities
 Company code of conduct/values
 Balancing work and family responsibilities
Underpinning  Interpersonal skills
Skills  Communication skills
 Self awareness, understanding and acceptance
 Application of good manners and right conduct
Resource The following resources must be provided:
Implications  Workplace or assessment location
 Case studies/Scenarios
Methods of Competency may be assessed through:
Assessment  Interview
 Demonstration/role play
 Observation
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Occupational Standard: Information Technology Support Service Level I
Unit Title Develop Understanding of Entrepreneurship
Unit Code ICT ITS1 11 0811
Unit Descriptor This unit covers skills, knowledge and attitude required to
understand the principles, functions, strategies and methods of
entrepreneurship. It also covers identifying and developing the
major entrepreneurial competences.

Elements Performance Criteria

1. Describe and 1.1 The principles, concept and terminology of
explain the entrepreneurship are analyzed and discussed
principles, 1.2 The different / various forms of enterprises in the
concept and community are identified and their roles understood
scope of entre-
preneurship 1.3 The identified enterprises are categorized and classified
1.4 The terms and elements involved in the concept of
enterprising, both on a personal level and in the context of
being enterprising in business are identified and interpreted
1.5 Functions of entrepreneurship in business and how the
entrepreneurs improved business and economic
environment are explained
2. Discuss how to 2.1 Self-employment as an alternative option for an individual
become economic independence and personal growth is discussed
entrepreneur and analyzed
2.2 Advantages and disadvantages of self-employment are
discussed and explained
2.3 Entrepreneurial characteristics and traits are identified and
discussed
2.4 Self-potential is assessed to determine if qualified to
become future entrepreneur
2.5 Major competences of successful entrepreneurship are
identified and explained
3. Discuss how to 3.1 The importance and role of business entrepreneurship in
organize an the society are discussed and correlated to the operations
enterprise of the economy
3.2 Facts about small and medium enterprises are discussed,
clarified and understood
3.3 Key success factor in setting up small and medium
business are identified and explained
3.4 Business opportunities are identified and assessed

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 3.5 Business ideas are generated using appropriate tools,
techniques and steps
3.6 Procedures for identifying suitable market for business are
discussed and understood
3.7 Major factors to consider in selecting a location for a
business are identified and discussed
3.8 Basic types of business ownership are identified and
explained
3.9 Amount of money needed to start an enterprise estimated
and distinction between pre operations and initial operation
payments clarified
3.10 Advantages and disadvantages of using various sources of
capital to start an enterprise are identified
4. Discuss how to 4.1 Disadvantages and advantages of three alternative means
operate an of becoming an entrepreneur are identified and understood
enterprise 4.2 Process of hiring and managing people is discussed and
explained
4.3 The importance and techniques of managing time are
discussed and understood
4.4 The techniques and procedures of managing sales are
discussed and explained
4.5 Factors to consider in selecting suppliers and the steps to
follow when doing business with them are identified and
discussed
4.6 Awareness of how new technologies can affect small and
medium business are developed
4.7 Characteristics of appropriate technology for use in small
and medium business are identified and explained
4.8 Different types of cost that occur in a business and how to
manage them are discussed and understood
4.9 Factors and procedures in knowing the cost of the
enterprise are discussed and understood
4.10 Importance of financial record keeping and preparing
simple financial statement are explained and understood
4.11 The application of self-management skills and negotiation
skills are discussed in operating a business
4.12 Risk assessment and management of business enterprise
are performed
5. Develop one’s 5.1 Process of preparing/ writing a business plan is discussed
own business and applied
plan 5.2 Standard structure and format are applied in preparing
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 business plan
5.3 Findings of the business plan are interpreted, assessed and
analyzed
5.4 Feasibility of the business idea is made clear and
understandable
5.5 Problems that may arise or encounter when starting a
business are identified and understand
5.6 Techniques and procedures in obtaining and sourcing
information are discussed and understood

Variables Range
Classification  Private vs public
 Profit vs non-profit
 Formal vs Non-formal
 Individual vs Community
 Local vs Foreign
 Business vs Social
 Small vs Large
 Manufacturing vs Service
 Consumer vs Industrial
Major factors  Economics (local economy)
 Population
 competition
Three alternative  Buying an existing business
 Starting a new business
 Operating a franchising business

Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence  explained principles and concept of entrepreneurship
 discussed how to become entrepreneur
 discussed how to organize an enterprise
 discussed how to operate an enterprise
 develop business plan
Underpinning Demonstrate knowledge of:
Knowledge and  Entrepreneurship principles, concepts and terminologies
Attitudes  Entrepreneurial competence
 Entrepreneurial motivation
 Risk assessment and evaluation
 Principles and process of negotiations
 Self-management and self-employment
 Managing sales, people and time

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  Factors in setting up small and medium business
 Small and Medium Enterprise
 Business plan development
 Discussion techniques and procedures
Underpinning Skills Demonstrate skills in:
 Planning and Leading
 Presentation skills
 Using technology
 Managing money
 Preparing simple financial statement
 Selecting suppliers
Resource The following resources must be provided:
Implications  Tools, equipment and facilities appropriate to the proposed
activities
 Materials relevant to the proposed activities
Methods of Competence may be assessed through:
Assessment  Interview/Written Test
 Demonstration/ Observation with Oral Questioning
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Sector: Information and Communication Technology
Sub-Sector: Information Technology

Level V IT Service Management

Level IV Hardware and Web and Multimedia Designing Database

Network Servicing and Development Administration

Level III Hardware and Web and Multimedia Designing Database

Network Servicing and Development Administration

Level II IT Support Service

Level I IT Support Service

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 Acknowledgement

We wish to extend thanks and appreciation to the many representatives of business,

industry, academe and government agencies who donated their time and expertise

to the development of this occupational standard.

We would like also to express our appreciation to the Staff and Experts of Ministry of

MoFED, Ministry of Education (MoE) and Engineering Capacity Building Program

(ecbp) who made the development of this occupational standard possible.

This occupational standard was revised and finalized on August 2011 Addis Ababa,

Ethiopia.

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