EOS IT Support Service L2

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

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

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
Ministry of Education Information Technology Support Service Version 3

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Copyright Ethiopia Occupational Standard August 2011
TOP
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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Unit Title Update and Document Operational Procedures
Unit Descriptor This unit defines the competence required to assess, update
and document the operational procedures required to use the
system.
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

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 Physiological factors – monotony, personal relationship,
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.
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
Skills  review and update technical and user documentation
 update procedures
 update documentation
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Unit Title Administrate Network and Hardware Peripherals
Unit Descriptor This unit defines the competence required to connect, install,
configure, maintain and troubleshoot local area network and
peripherals
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.
4. Install 4.1 Location of peripherals are planned to provide
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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.
8.3 Both graphical user interface and the command line
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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).
Health and Safety  Physical hazards – impact, illumination, pressure, noise,
(OHS) vibration, temperature, radiation
gasses, vapors

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 Ergonomics
 Psychological factors – over exertion/ excessive force,
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])
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
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 ability to safely connect hardware peripherals according to
vendor instructions with a minimum of down time to the
system
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
Skills  connect hardware peripherals
 use operating system
 configure peripheral Services to manage peripherals
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Unit Title Care for Network and Computer Hardware
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.
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
ensure that procedures are being followed

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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
Business May include cost and quality, robustness, industry standard
requirements components and capability for further system upgrades
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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
gasses, vapors
 Ergonomics
metabolic cycles
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
Evidence Guide
Critical aspects of Assessment must ensure the ability to –
Competence  establish safe work practices
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 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
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
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
Implication including work areas, materials and equipment, and to information
on workplace practices and OHS practices.
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting

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Unit Title Access and Use Internet
Unit Descriptor This unit defines the competence required to access internet
and complete basic web search tasks. It includes finding
required information.
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
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
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
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Unit Title Implement Maintenance Procedures
Unit Descriptor This unit defines the competence required to set up
maintenance procedures to keep equipment and software
operating effectively and efficiently.
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
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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gasses, vapors
 Ergonomics
metabolic cycles
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
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
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
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Unit Title Maintain Equipment and Consumables

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Unit Descriptor This unit defines the competence required to maintain the
operation of basic computer hardware and peripherals
including the replacement of consumables.
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
computers, modems and other connectivity devices, printers,
hard drives, monitors, DSL modems, switches, hubs, and other
peripheral devices

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gasses, vapors
 Ergonomics
metabolic cycles
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.
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
Skills  clean equipment
 maintain equipment
 interpreting manufacturer’s instructions
 writing maintenance reports
TOP
Apply Problem -Solving Techniques to Routine
Unit Title
Malfunction
Page 23 of 36
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.
1. Identify 1.1 Hardware, software, user or procedural problem areas

problems 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
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
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 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
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
Knowledge and  Broad knowledge of help desk and maintenance
Attitudes practices
 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

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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.

Page 26 of 36
TOP
Unit Title Participate in Workplace Communication
Unit Descriptor This unit covers the knowledge, skills and attitudes required
to gather, interpret and convey information in response to
workplace requirements

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
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
Page 28 of 36
 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

Page 29 of 36
TOP
Unit Title Work in Team Environment
Unit Descriptor This unit covers the skills, knowledge and attitudes to identify
role and responsibility as a member of a team.
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
objective of team or 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
Page 30 of 36
instructions
 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
Page 31 of 36
TOP
Unit Title Develop Business Practice
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.
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
Page 32 of 36
identified and complied
3.5 Human and physical resources required to commence
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

Page 33 of 36
 location and/ or premises available
 risk related to a particular business opportunity, especially
 in regard to Occupational Health and Safety and
 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),
Page 34 of 36
 Certificate of Incorporation,
 Franchise Agreements and financial documentation,
 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 of A person must be able to provide evidence:
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,

Page 35 of 36
 Advertising and promotion, distribution and logistics
 Financial recording systems
 Legal rights and responsibilities
 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

Page 36 of 36
Assessment simulated work environment

Page 37 of 36

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Occupational Standard: Information Technology Support Service

Occupational Code: ICT ITS

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

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

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

ICT ITS2 10 0811 ICT ITS2 11 0811

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

1. Create 1.1 Database application is opened and designed

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

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

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

1. Confirm 1.1 Client peripheral requirements are Identified and

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

1. Identify 1.1 External hardware components and peripherals are

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

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

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

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

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

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

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

3. Recommend 2.1 Potential solutions to problems are identified

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

Elements Performance Criteria

1. Identify 1.1 Business opportunities are investigated and identified

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

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