By

ICT Industry Skills Council

Course synopsis - ICT NVQ Level 4
Today, ICT skills have become critical in computerized office environments, automated daily
personnel/business activities and reporting systems. This course is designed to provide advanced
skills in ICT to prospective student in any type of working environment from large corporates to
small companies.

This course is aimed at producing competent ICT professional supporting corporate hardware
and peripherals while providing efficient service to design, implement and maintain IT
Infrastructure and business processes. Maintenance of corporate network and peripherals is
looked after and assisting Office users with system and application software is a vital job for
him/her. As more and more devices are connected to internet today to communicate with each
other, making use of internet services for business efficiency and securing office IT environment
is a vital aspect of this person.

Today IT users are in geographically dispersed areas and therefor assisting users on mobile
devices is a requirement and guiding corporate users with data management is crucial to protect
the data. This person intends to know about use of office productivity tools such as office suite
including word processing, spreadsheet, presentation software etc.

Course Title Course Duration

Information and Communication Technology Institutional Training - 680 hrs + On the Job
NVQ Level 4 Training- 6 months
Objectives of the course

This course intends to develop an ICT professional at NVQ 4, certificate level, who could
support IT infrastructure development and maintenance with expertise in managing application
software at corporate and small scale environments. Use of internet services and troubleshooting
software, hardware with security at different layers and levels are aimed to develop through this
course. User support for hardware, software applications and data management issues are to be
inculcated during the course.
Competence-based modules to be covered:

1. Supporting Corporate Hardware and Peripherals

2. Administering IT Infrastructure and Business Process
3. Supporting Corporate Network and Peripherals
4. Assisting Office Users with System and Application Software
5. Making Use of Internet Services for Business Efficiency
6. Securing Office IT Environment
7. Assisting Users on Mobile Devices
8. Guiding Corporate Users with Data Management
9. Power Use of Office Productivity Tools
10. Career Skills -2

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 Table of Contents
1. Supporting Corporate Hardware and Peripherals ................................................................... 1
2. Administering IT Infrastructure and Business Process ............................................................ 3
3. Supporting Corporate Network and Peripherals ..................................................................... 6
4. Assisting Office Users with System and Application Software ................................................ 8
5. Making Use of Internet Services for Business Efficiency ....................................................... 11
6. Securing Office IT Environment ............................................................................................. 13
7. Assisting Users on Mobile Devices ........................................................................................ 15
8. Guiding Corporate Users with Data Management ................................................................ 17
9. Power Use of Office Productivity Tools ................................................................................. 19
10. Career Skills 2 ..................................................................................................................... 21
11. Annexure – Summary of Competencies ............................................................................ 22

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 1. Supporting Corporate Hardware and Peripherals
Module Title and Code: Module: Supporting corporate hardware and
peripherals
Time Frame: 70 hours
Reference to NCS: Refer Competency Profile of Sector Skills
Council
Competencies (job functions and soft skills) and descriptions:

Trainee handles computer hardware & troubleshoots basic errors in hardware equipment
such as Printers, Scanners, Wireless Access Points and Monitors.

They identify the difference among servers, client PCs, and workstations and recommends
hardware requirement for the specified software packages. (Eg. Graphic Designer Computer
Hardware Requirement)

Trainees carry out Preventive maintenance to protect hardware peripherals, printers, laptops
and identify faults before they occur. Most of errors can be identified beforehand and
trainees are aware of early signs

They test and evaluate new technologies as a key responsibility of support staff. They are up-
to-date with trending technologies.

As the technologies are rapidly changing, trainees have a habit of scanning for new
technologies and adapt to them as they emerge.

Typical related work situations to master:

(1) Office users don’t know what DBMS to purchase, they need to do a task but not
aware of the commercial DBMS
(2) Office users must know how to back up their work files to the secure storage.
(3) Hardware error occurs and needs assistance to troubleshoot in critical situations
(4) Disaster occurs and need recover the data stored in the devices

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Important pertinent Content: - Identify Computer types and usage
(knowledge) - Identify hardware requirements for the specified
software
- Using Backup Storage
- Troubleshoot mechanical parts of printers and
scanners.

Potentially useful teaching e. g.

methods: (optional)
- Students must participate in Hands on Lab session
to identify hardware components and usage.

- Assigning group projects(assembling computer)

- Students need to be updated regularly through

internet. Guide them how to get updated and
introduce tech websites that provide technical
knowledge.

- Ask the students to do a market research about

computer peripherals prices using internet or
visiting the market.

- Final examination will be 50% will be practical lab

test then other 50% will be MCQ basis.

Competency Area Competency

Hardware Support  Troubleshoot the peripherals E.g.: printers, access
points, scanners. Projectors…etc.
 Assess the requirement of hardware items and
recommend for purchase
 Install of common office hardware and peripherals
 Assemble a basic computer
 Recommend suitable hardware configuration for
different users

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 2. Administering IT Infrastructure and Business Process
Module Title and Code: Module: Administering IT infrastructure and
business process
Time Frame: 60 Hours
Reference to NCS: See Competency Profile of Sector Skills
Council
Competencies (job functions and soft skills) and descriptions:

Trainees recognize the terms and conditions of Service Level Agreements (SLA) and interpret
them accordingly. Moreover they provide assistance in getting the services from service
providers.

Trainees engage with the industry to find correct resources.

They identify the required specifications and recommend appropriate equipment. Further
they perform quality checks on delivery of purchases.

Trainees build, maintain and monitor the IT related asset registry.

Trainees identify different types of maintenance such as Scheduled Maintenance, Preventive

Maintenance and Run to Breakdown Maintenance. They recommend the Scheduled
Maintenance referring the guidance provided by the manufacturer or supplier. Further they
execute maintenance to ensure reliability and efficiency of office equipment.

Trainees record and update service, incident, and support requests in the life cycle support
system. They engage effectively and efficiently in providing support through life cycle support
systems.

Trainees engage in providing remote support to users. They provide help by operating end-
user terminals remotely through appropriate tools.

They assist others in scheduling and resource booking using appropriate software tools.
Further they identify the resources which can be reserved remotely in office environment.

Trainees maintain documentation on configuration, deployment, and maintenance of

supported technology.

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Typical related work situations to master:
1. Company has a service level agreement for telecommunications including internet,
video conferencing and office internal telephone system. Sudden issue is detected
and IT Support person is asked to sort-out the issues. IT support person has to get
the help of the service provider.
2. Company needs new IT equipment. Suggest and recommend specification for
equipment for the office.
3. IT support person is requested to perform quality checks on delivery of purchases.
4. Mean Time Between Failures (MTBF) of office IT equipment is getting low. IT
support is asked to come up with a solution
5. Office staff satisfaction for the services they receive from support staff is low.
Support staff decides to use a life cycle support system to systemize the supporting
process.
6. Professional from the company needs to configure an application when he is in the
site. IT Support person has to use the user’s computer remotely.
7. IT support staff is asked to reserve conference room for a meeting by a
professional from senior management. Further he needs supporters help in
checking the availability of office staff

Important pertinent Content  Basic concepts of quality assurance

(knowledge):  Different types of Maintenance eg: Scheduled
maintenance, Preventive Maintenance, Run to
Breakdown Maintenance in IT field
 Remote Desktop Assistant
 Life Cycle Support Systems
Potentially useful teaching e. g.
methods (optional): - Interpret and identify the services covered in a
Service Level Agreement
- Write a specification for a real office IT
Hardware requirement.
- Suggest the type of maintenance required for
different hardware devices
- Use life cycle support system in provide
support
- Use tools such as Remote Desktop to provide
remote assistant. Logon to a computer
remotely and configure applications.

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Competency Area Competency
Administrative support  Interpret and Manage Service Level
Agreements(SLA)
 Define and execute a scheduled maintenance on
equipment
 Build and monitor the IT related Asset Registry
 Perform quality checks on delivery of purchases
 Record and update service, incident, and support
requests in the life cycle support system
 Perform scheduling and resource booking using
appropriate software tools
 Perform remote support to users. E.g.: Remote
Desktop
 Engage with the industry to find correct
resources
 Provide and maintain documentation on
configuration, deployment, and maintenance of
supported technology.

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3. Supporting Corporate Network and Peripherals
Module Title and Code: Module: Supporting corporate network
and peripherals
Time Frame: 90 hours
Reference to NCS: See Competency Profile of Sector Skills
Council
Competencies (job functions and soft skills) and descriptions:
Trainees maintain, monitor and have control over network infrastructure.
They identify differences & functionalities of routers, switches, cables, access points,
wireless modems, and its uses. Then they identify how to assess the requirements of
network and have knowledge to purchase right device to right process.

Students identify and solve network connectivity issues related to passive devices
(cables and ports). Moreover, they recognize the usage of fiber optic networks.

Trainees recognizing faults of active device (switches/routers).

Further they identify and solve client and server-end network interface card issues.
Trainees carry out preventive maintenance to protect network peripherals, servers,
firewalls. They identify faults before it happen. Errors can be identified beforehand and
trainees are aware of such errors.

Trainees recognize the importance of network security. Further they identify the
uniqueness of different types of network and propose suitable security solutions.
Trainees design and secure network according to company standards. Moreover, they
are aware of ISO standards.

Trainees assign users, maintain user accounts, recover passwords and provide support to
the network users.

They test and evaluate new network technologies as a key responsibility of support staff.
They are up-to-date with trending technologies. As the technologies are rapidly
changing, trainees have a habit of scanning for new technologies and adapt to them as
they emerge.

Typical related work situations to master:

(1) Troubleshooting & maintaining the network infrastructure.
(2) Office has a requirement of setting up a network suitable for small office.
(3) How to react when a network error occurs
(4) Trainee is requested to educate staff on avoiding attacks and Security breaches.
(5) When expanding the organization, additional equipment & design must be
integrated with existing network.

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Important pertinent Content  Network types & its usage
(knowledge):  Network requirements to specified software.
 Installing & configuring equipment in the
appropriate location using best
practices.(ISO/IEC 27033)
 Using Backup Storage.
 Troubleshooting Wired/wireless Network
issues.
 Securing the Network.(ISO/IEC 27033)
Potentially useful teaching e. g.
methods (optional): - Students must participate Hand on Lab
session to identify Networking equipment

- Assigning group projects (Setup Small

network)

- Arrange field visit to see practical

implementation in industry.
- Students must be updated regularly through
internet. Guide them how to be updated and
introduce tech websites that provide
technical knowledge.

- Ask the students to do a market research

about Networking equipment & accessories
prices using internet or visiting the market.

- Final examination will be 50% will be practical

lab test then other 50% will be MCQ basis.

Competency Area Competency

Corporate Support  Assess the requirement of networking items and
recommending for purchase
 Define computer network equipment for an office
 Setting up a basic computer network in an office
recovery systems
 Configure a maintain basic network for a simple
office

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4. Assisting Office Users with System and Application Software
Module Title and Code: Module: Assisting office users with systems
and application software
Time Frame: 110 hours
Reference to NCS: See Competency Profile of Sector Skills
Council
Competencies (job functions and soft skills) and descriptions:

Trainees identify different types of system software, mainly in an office environment

operating systems and the related software such as device drivers, system utilities, file
management tools etc. and install and configure the user’s computers as required by the
users to perform the required office activities.

They set up the SMTP service that needs to be used to configure outgoing emails and
further configuration of outlook/ SharePoint for the email facility.

Trainee carries out configuration steps in order install and set up a file server. E.g.: setting
up the Linux file server using Samba.

Trainee demonstrates the implementation of a web server such as Apache in a LAMP

environment or any other suitable example to demonstrate the above.

They install common application software such as the office suit products, gaming
software, designing software, development environments etc. which will be best suited
for different types of office users.

Trainees set up and configure a video conferencing facility thus enabling the office users
to communicate in order to perform online meetings and discussions. E.g.: using Skype,
Zoom etc.

Trainee administers a content management system (CMS) set up for the company in the
best possible manner. E.g.: Joomla, WordPress. etc.

What application software needs to be used will change with time and when new
requirements add on to the system.
Trainees update the software and keep the latest version of the software accessible to the
office user, ensuring the office user has the latest features of the product.

Typical related work situations to master:

1. Users do not know how to install the software in the computer for them to use for
their daily office work, they are not aware of the operating system to be installed and
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 what application software needs to be installed along with it.
2. The office users do not know how to set up the email in his/ her computer and will
only know how to send and receive emails.
3. He/ she has no idea of what a file server can do and how to set it up
4. Similarly the office user does not know how the files are stored and what needs to be
implemented.
5. The users know that the web site needs to be hosted and how it is done, where it is
done, when it should be done is not easily answerable.

Important pertinent Content - how to install system and application

(knowledge): software
- know how to install the above software to
different devices.
- Knowledge of setting up different types of
servers mainly email, file and web servers.

Potentially useful teaching e. g.

methods (optional):  Make the students install at least three
different types of operating systems.
 Make them install up to 10 different types of
application software belonging to different
categories such as office tools, designing
tools, development tools such as
programming languages and DBMS, setting
up communication software such as Zoom or
Skype
 Make the students set up an email server
and a few email clients and further make a
communication among them
 Create a game which will allow two teams to
install a file server and store and retrieve
data more efficiently.
 Allow a group of students to make a video
conferencing using a tool such as Zoom.
 This module can also have a final examination
since it is the longest module of the syllabus

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Competency Area Competency
System Software Support  Install common systems software
 configure and administer a basic email system
 configure and administer a basic file server
 configure and administer a basic web server
Application Software Support  Install common application software
 Configure email clients and perform housekeeping
activities
 Configure and use basic video conferencing an
online meetings
 Administer CMS. E.g.; Joomla, Wordpress etc.
 Manage centrally and update application software

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5. Making Use of Internet Services for Business Efficiency
Module Title and Code: Module: making use of Internet for business
efficiency
Time Frame: 50 hours
Reference to NCS: See Competency Profile of Sector Skills
Council
Competencies (job functions and soft skills) and descriptions:

Trainees demonstrate the knowledge in Infrastructure as a Service (IaaS) to be used in a

business for several reasons such as pay-per-use scheme to enhance required corporate
bandwidth on peak usages. E.g.: election system, e-ticketing systems…etc.

They implement private cloud computing, public cloud computing and hybrid cloud
computing in situations suited best for the organization.

Trainees demonstrate the use of test and development environments on cloud. Thus
optimizing corporate assets using cloud resources.

Big Data analytics is widely used in today’s world thus allowing organizations to analyze
the trends of customers buying power, customer churn, supplier analysis and even
competitor analysis. Trainees provide ways and means of providing such information for
management decision making.

They are aware of ways file storage takes place using cloud computing and use cloud
computing to take corporate backups thus allowing access from any remote location via
internet.

Corporate devices are now connected using wireless fidelity (Wi Fi) for connecting
corporate networks and for internet services. Trainees are aware of how to set up and
maintain these facilities for the company

Typical related work situations to master:

(1) Office users need to know how cloud computing can benefit a company
(2) Office users want to safe guard corporate data when cloud resources are used
(3) Management is planning to invest unnecessarily on corporate infrastructure
such as servers and computers
(4) Office users tend to use traditional ways of connecting and using internet based
resources

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Important pertinent Content  Knowledge of different cloud computing
(knowledge): options.
 Setting up cloud resources within a company
 Setting up and maintaining Wi-Fi technology

Potentially useful teaching e. g.

methods (optional): - Students can be given an assignment to find
five types of cloud computing solutions to a
given corporate problem

- if the students can be given minimum

hardware and a simple internet service make
them into groups and ask them to provide a
solution such as for data backups, file storage
and retrieval etc.

 Ask the students to make a Wi-Fi connection to

a given set of devices within the shortest
possible time. Allow them to use internet and
configure the devices.


Competency Area Competency

Internet Support  Illustrate the applications of cloud computing
 Demonstrate the knowledge of cloud
computing to corporate day to day activities.
E.g. file sharing
 Configure and Manage Wi-Fi devices

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 6. Securing Office IT Environment
Module Title and Code: Module: Securing Office IT Environment
Time Frame: 50
Reference to NCS: See Competency Profile of Sector Skills
Council
Competencies (job functions and soft skills) and descriptions:

Most of us probably have our whole life on your smartphone or laptop. Photos, work
documents, notes and reminders. Some of the things you keep in your devices might be
deeply personal, things you don’t want to share with anybody else, now imagine s successful
malware attack can destroy everything. Sometimes it can even expose your personal
information for the whole world to see.

The support staff member should also be mindful of the different options available for
scanning, such as file/ program scan and full system scan when picking a suitable AV(Anti-
Virus), in simple the steps of rescue needs to be known and further should be able to execute
these steps in correct sequence.

Trainees identify and recommend the best antivirus to suit the purpose. They advise on all
types of threats that my affect the user’s computer, or even the corporate network and
resources before taking the steps to make a rescue.

They prepare and execute a malware support plan, which consists of the following:
Preparation, Detection and Analysis, Containment, Eradication, Recovery, Report.

http://www.techrepublic.com/article/follow-this-six-step-malware-response-plan/

Typical related work situations to master:

(1) The office user while using his/ her computer finds it is under attack due to a malware
and does not know what needs to be done.
(2) The computer has been attacked and the user is worried since all his/ her sensitive data
was stored in the computer.

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Important pertinent Content  selecting an antivirus software
(knowledge):  configuration of the antivirus software to the
device
 Rescue the computer when its attacked

Potentially useful teaching  Make the students search for the internet and find
methods five types of anti-virus software and make a report
on the strength and weaknesses of each.
(optional):  Give them live stories of recent attacks and what
really happened due to these attacks.
 Give them a computer, which has been attacked
and ask them to rescue the files, data…etc.
 Give them a situation of an attack and ask the
students to identify what the anti-virus software is
saying and what you need to do next

Competency Area Competency

Security and Control Support  Choose appropriate Anti-Virus software for computers
 Rectify Cyber threats

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 7. Assisting Users on Mobile Devices
Module Title and Code: Module: Assisting users on mobile devices
Time Frame: 60
Reference to NCS: See Competency Profile of Sector Skills
Council
Competencies (job functions and soft skills) and descriptions:

Trainees recognize different Mobile Device Operating Systems and they explain uniqueness of
each working platform. E.g.: Android, Apple OS and Windows etc. Trainees identify and
recommend appropriate applications for each System considering the requirement.

Trainees assist users to use customized mobile applications for day-to-day work. Further, they
install and configure customized mobile applications related to business operations.

They help office staff in synchronizing multiple devices with Mobile Units.

Trainees guide users on usage of internet and email services for office related works via tabs
and smart phones. Further, they facilitate users in performing different types of
communication through mobile devices. They assist employees to use cloud services using
mobile devices.

They recognize the capabilities of Modern Mobile devices such as Tabs, Notebooks and Smart
Phones. Moreover, they assist users to get the advantage of Multimedia, Networking and
Hardware Related Capabilities of modern smart devices.

Trainees assist users in securing the mobile devices. They instruct users on information
security standards of the company related to mobile devices usage.

Typical related work situations to master:

1. Company has its own application for the employees who work in different sites. IT
support staff is allocated to configure the application according the requirements of
each job profiles
2. Company staff needs remote assistance for mobile device usage
3. Employee needs to receive office emails to his/her personal mobile.
4. An employee informs that he/ she has lost his mobile device which it has important
information related to business.
5. A new employee is recruited to the company. He/she needs office mobile number
of whole staff in his smart phone immediately. And you need to update contact
details of the newcomer in other mobile devices of the company.
6. Employee has bought a new mobile device and requires important data from the
previous device to be transferred to the new device.
Important pertinent Content  Android, IOS and Windows mobile devices
(knowledge):  Capabilities of Modern Smart Phones

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Potentially useful teaching e. g.
methods (optional): - Do research using internet on Operating Systems
and technologies of modern smart phones
- Explain how mobile devices can be used
effectively and efficiently in different businesses
and office environments.
- Suggest five things a user can do to secure the
information in his mobile phone.
- Do a research (through internet) and find how
mobile phones are going to be used in future for
office productivity and for better communication
process.

Competency Area Competency

Mobile Device Support  Synchronize multiple devices with Mobile
Units(MU)
 Configure and manage mobile software
 Use different mobile O/S environments
 Backup and restore mobile device data

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 8. Guiding Corporate Users with Data Management
Module Title and Code: Module: Guiding Corporate users with Data
Management
Time Frame: 70 hours
Reference to NCS: See Competency Profile of Sector Skills
Council
Competencies (job functions and soft skills) and descriptions:

Trainees recommend commercial database management systems which are available in the
market and also for what purposes those products are best suited for. They assist office
users in configuring these products to manage their corporate data.

The purpose of the DBMS can be varying so the support personnel should be aware of the
features best suited for each required environment. Trainees advise the staff accordingly.

Office users use the data in the stored Database on a daily basis, however they may or may
not take regular backups. Trainees support the staff members to setup back up procedures
in the DBMS and ensure that the data is properly backed up and restored in a crisis.

Disaster recovery is not only taking back ups and restoring the database as and when
needed it is more cumbersome than all this. Trainees implement such disaster recovery
plans such as the 7D model that is used by various vendors, that includes Discover, Design,
Develop, Deploy, Day-to-Day, Defend, and Decommission.

The support personnel should be able to make a database connection ideally for JAVA for a
DBMS such as MySQL and further using a web Driver such as selenium to test the
connection. Further ensure the connection works by passing and retrieving values to and
from the MySQL DBMS.

http://www.guru99.com/database-testing-using-selenium-step-by-step-guide.html

Typical related work situations to master:

(1) Office users don’t know what DBMS to purchase, they need to do a task but not
aware of the commercial DBMS
(2) Office users work with the data but unaware of how to back it up.
(3) the database has a crash, we need to recover the data in the database
(4) Company itself may not have a proper Disaster Recovery plan, we need to have a
recovery plan to protect our data.

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Important pertinent Content - Identifying and installing of DBMS
(knowledge): - Installing and configuration of the Database
- Setting up backups and restoring features
- Making of a Database connecting to many
programming languages.

Potentially useful teaching e. g.

methods (optional):
 Students can be given an assignment to find five
types of DBMS, used in the industry and give
reasons.

 Give the students a task to in a form of a game

to complete taking the full data backup, and the
team who may do this tasks would win. Ask
them to explain the way it was done.

 Ask the students to make a disaster recovery

plan for a given organization using the
Microsoft’s 7D model for Disaster recovery.

 A practical test asking the student to make

database connectivity for at least two different
DBMS.

 A final examination can be held to identify the

knowledge of the students with regard to in a
form of an MCQ and structured set of questions.

Competency Area Competency

Database Support  Demonstrate knowledge in different commercial
databases and product positioning
 Taking data backups and restore data
 Demonstrate understanding high availability
disaster recovery systems
 Manage database connectivity

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 9. Power Use of Office Productivity Tools
Module Title and Code: Module: Power Use of Office Productivity
Tools
Time Frame: 60
Reference to NCS: See Competency Profile of Sector Skills
Council
Competencies (job functions and soft skills) and descriptions:

Trainees recognize advance options of office productivity tools. Further they perform as a
power user of all office applications.

Trainees assist office staff in using logical functions, data functions and text function related to
spread sheets. They prepare reports using data sorting methods and perform statistical analysis
through spread sheets. Moreover they present their finding using visuals and graphical
methods.

Trainees contribute in increasing office efficiency and productivity through advance tools of
text editors, spread sheets and presentation tools.

They configure office communication tools related to office operations. Further they help
employees to use office communication applications.

Trainees configure online communication systems and assist employees in using video
conferencing facilities.

Trainees operate a basic BI (Business Intelligence) tool for analysis

Typical related work situations to master:

1. An employee needs to sort data through spread sheets
2. An employee needs to filter data and validate them through spread sheets
3. An employee needs IT support present his statistical analysis/ results through visuals
4. A new employee needs to configure his own video conferencing id/ profile
5. An employee needs assistance on advanced features on word processing
6. An employee needs support on power point presentation

Important pertinent Content  Advance tools of Text editors (MS Word), Spread
(knowledge): Sheets (Excel) and MS Power Point
 Applications for Video conferencing
 Capabilities of video conferencing

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Potentially useful teaching e. g.
methods (optional): - Filter data sets in spread sheets using advance
filtering technics
- Sort and validate data in spread sheets
- Explain how logical functions, data functions and
text functions can be used effectively and
efficiently.

Competency Area Competency

Power Use of Office Productivity  Configure office communication software
Tools  Operate Word Processor as a power user
 Operate spread sheet application as power user
 Operate power point application as power user
 Operate database application to store data
 Operate a basic business intelligence (BI) tool

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10. Career Skills 2
Module Title Course Duration
Career Skills 2 At least 60 hours
Objectives of the module
This module is compulsory in all NVQ Level 4 courses. It builds on the soft skills developed on Level 3
NVQ courses, and will enable students to enjoy productive employment that requires fulfilling
responsibilities. This course develops communicative skills in English and the ability to read and write
constructively, and a command of grammar to facilitate this. It also develops cognitive skills with regard
to effective work and the ability to work efficiently alone and in a team.
Competencies
a. Understand and use simple expressions to communicate
This subject provides the necessary communication skills so that students can express individual
ideas, emotions, preferences, frame and answer questions with regard to reasons and methods,
explain simple procedures, understand and respond to complex instructions, describe daily routines,
conduct and respond to interviews, express ability and inability and describe a process sequentially

b. Read and write effectively

This subject provides students with the necessary skills to w write about how they feel, connect
sentences meaningfully, read and carry out instructions, understand/produce arguments, read/write
longer texts and summaries them, prepare reports and charts, write Personal and Official Letters and
apply for jobs

c. Use English correctly

This subject is not taught separately but is included in the development of the productive and
receptive skills above, since awareness of the structure of the language is necessary for these The
development of appropriate vocabulary is also targeted to deploy the above skills.

d. Develop the capacity to think and plan productively

This subject develops cognitive abilities and skills with regard to effective work, with strengthening of the
ability to organize information and assess information to solve problems systematically, understand
chronological order, develop the concepts of mind and task mapping and apply them, understand
governmental structures and coordination mechanisms, collect information and prepare development plans
and make.

e. Develop effective working capacity

This subject develops the capacity to work effectively individually and in collaboration with others through
presenting themselves positively, understanding the advantages of working together, understanding the
characteristics of different people and the impact these have, speaking persuasively and understanding and
working with maps

f. Students will be able to work with computers so as to enter information swiftly and store it
systematically, retrieve it easily, communicate on email, and use social media with due attention
to ethics
g. Students will plan and implement two group projects, one with regard to environmental
protection, the other a social service project in response to identified community needs.
Students should plan the project systematically, target specific outcomes, report on progress,
and evaluate the project on completion.

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 11. Annexure – Summary of Competencies
Module Module Competency Hours for the
Competencies Module
Number Area
1 Supporting corporate hardware Troubleshoot the peripherals
hardware and support E.g.: printers, access points,
peripherals scanners. Projectors etc.
1 Supporting corporate hardware Assess the requirement of
hardware and support hardware items and
peripherals recommend for purchase
1 Supporting corporate hardware Install of common office
support hardware and peripherals 70
hardware and
peripherals
1 Supporting corporate hardware Assemble a basic computer
hardware and support
peripherals
1 Supporting corporate hardware Recommend suitable
hardware and support hardware configuration for
peripherals different users
2 Administering IT Administrative Interpret and Manage
infrastructure and support Service Level
business process Agreements(SLA)

2 Administering IT Administrative Define and execute a

infrastructure and support scheduled maintenance on
business process equipment

2 Administering IT Administrative Build and monitor the IT

infrastructure and support related Asset Registry
business process
2 Administering IT Administrative Perform quality checks on
infrastructure and support delivery of purchases
business process 60
2 Administering IT Administrative Engage in life cycle support
infrastructure and support systems
business process
2 Administering IT Administrative Perform scheduling and
infrastructure and support resource booking using
business process appropriate software tools
2 Administering IT Administrative Perform remote support to
infrastructure and support users. E.g.: Remote Desktop
business process
2 Administering IT Administrative Engage with the industry to
infrastructure and support find correct resources
business process

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2 Administering IT Administrative Provide and maintain
infrastructure and support documentation on
business process configuration, deployment,
and maintenance of
supported technology.
3 Supporting corporate Network Assess the requirement of
network and peripherals support networking items and
recommending for purchase
3 Supporting corporate Network Define computer network
network and peripherals support equipment for an office
90
3 Supporting corporate Network Setting up a basic computer
network and peripherals support network in an office
3 Supporting corporate Network Configure a basic network
network and peripherals support for a simple office

4 Assisting office users in System Install common systems

systems and application software software
software support

4 Assisting office users in System configure and administer a

systems and application software basic email system
software support

4 Assisting office users in System configure and administer a

systems and application software basic file server
software support

4 Assisting office users in System configure and administer a

systems and application software basic web server
software support

4 Assisting office users in Application Install common application 110

systems and application software software
software support

4 Assisting office users in Application Configure email clients and

systems and application software perform housekeeping
software support activities

4 Assisting office users in Application Configure and use basic

systems and application software video conferencing an online
software support meetings

4 Assisting office users in Application Administer CMS. E.g.;

systems and application software Joomla, Wordpress…etc.
software support

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4 Assisting office users in Application Manage centrally and update
systems and application software application software
software support

5 Making use of internet Internet Illustrate the applications of

services for business support cloud computing
efficiency
5 Making use of internet Internet Demonstrate the knowledge
services for business support of cloud computing to
50
efficiency corporate day to day
activities. E.g. file sharing
5 Making use of internet Internet Configure and Manage Wifi
services for business support devices
efficiency
6 Securing office IT Security and Choose appropriate Anti-
environment control Virus software for computers
support
50
6 Securing office IT Security and Rectify identified cyber
environment control threats. E.g.: Phishing
support
7 Assisting users on mobile Mobile device Synchronize multiple devices
devices support with Mobile Units(MU)

7 Assisting users on mobile Mobile device Configure and manage

devices support mobile software 60

7 Assisting users on mobile Mobile device Use different mobile O/S

devices support environments

8 Guiding corporate users Database Demonstrate knowledge in

in data management support different commercial
databases and product
positioning
8 Guiding corporate users Database Taking data backups and
in data management support restore data
70
8 Guiding corporate users Database Demonstrate understanding
in data management support high availability disaster
recovery systems
8 Guiding corporate users Database Manage database
in data management support connectivity

9 Power use of office Office tool Configure office

productivity tools support communication software
60
9 Power use of office Office tool Operate office applications
productivity tools support as a power user

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