Qualification Outline

Date retreived
22/07/2026 6:00 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Certificate IV in Information Technology (Helpdesk)

Certificate IV in Information Technology (Helpdesk)

Qualification
National Code:
ICA40801
State Code:
C168
TGA Status:
Deleted
DTWD Status:
Archived
National Endorsed, State Implementation and Classification
Field of Education
0203 - Information Systems
Original TGA Release Date
22/04/1999
Approved Date
24/10/2002
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
C
Nominal Hours
685
Duration
Unspecified
Current Release Number
1.00
Current Release Date
22/04/1999
VET Act Conditions
—
Releases
Release Version Release Date TGA Status DTWD Status
1.00 22/04/1999 Current Archived
Description
Schedule
1.

CORE

State Code National Code Title Hours Type
C4507 ICAITS106B Action and complete change requests 40 Unit of competency
C1048 ICAITS029B Install network hardware to a network 40 Unit of competency
C1050 ICAITS031B Provide advice to clients 30 Unit of competency
C4501 ICAITS024C Provide basic system administration 40 Unit of competency
C1045 ICAITS023B Provide one to one instruction 20 Unit of competency
C0499 ICTTC204A Provide quality customer service 35 Unit of competency
C3961 ICAITS134A Provide remote helpdesk support 30 Unit of competency
C0508 ICTTC213A Provide support and assistance to customers on matters relating to a particular product (s)/ service 35 Unit of competency
C1004 ICAITTW027B Relate to clients on a business level 20 Unit of competency
C1047 ICAITS025B Run standard diagnostic tests 20 Unit of competency
C0496 ICTTC201A Use basic computer technology to process enterprise and customer data in the call centre environment 35 Unit of competency
C0497 ICTTC202A Use specific enterprise systems to satisfy customer requirements 40 Unit of competency
C0495 ICTTC200A Use telecommunications technology in receiving and making calls in the call centre environment 35 Unit of competency
2.

GROUP A ELECTIVES

Learner to select a minimum of three Electives from this Group, two of which can be drawn from any Training Package at AQF level IV.

State Code National Code Title Hours Type
C0512 ICTTC217A Action reports of product/service faults reported by customers 35 Unit of competency
C0498 ICTTC203A Navigate and interrogate specific enterprise systems to satisfy customer requirements 35 Unit of competency
C0513 ICTTC218A Negotiate with customers on major product/service faults 40 Unit of competency
C0509 ICTTC214A Process general inquiries from customers and provide associated support and assistance 35 Unit of competency
C0515 ICTTC220A Resolve customer complaints 35 Unit of competency
C0516 ICTTC221A Resolve the more complex customer complaints 40 Unit of competency
C3959 ICAITU133A Send and retrieve information over the Internet using browsers and email 20 Unit of competency
3.

GROUP B ELECTIVES

Learner to select a minimum of five Electives from this Group, two of which may be drawn from IT technical standards from other equivalent qualifications within this Training Package

State Code National Code Title Hours Type
C4521 ICAITS120B Administer and configure a network operating system 40 Unit of competency
C4509 ICAITS108B Complete database back-up and recovery 30 Unit of competency
C1053 ICAITS034B Determine and action network problem 40 Unit of competency
C4514 ICAITS113B Identify and resolve common database performance problems 30 Unit of competency
C4526 ICAITS125B Monitor and administer a database 30 Unit of competency
C4513 ICAITS112B Optimise system performance 30 Unit of competency
C1051 ICAITS032B Provide network systems administration 20 Unit of competency
Replaced By
State Code National Code Title Type
C860 ICA40205 Certificate IV in Information Technology (Support) Qualification
VET Info Notes
This training program is a representation of the qualification code ICA40801 taken from the Information Technology Training Package ICA99 which should be consulted for full description of requirements.

1. This qualification is the copyright of The Australian National Training Authority.

2. Further information on this qualification is contained in the training Package available from Australian Training Products Ltd., Tel: (03) 9630 9836.

3. This qualification was entered onto STARS by TPIS for Central TAFE on 23/10/2002.
Entry Requirements
No information
Traineeships and Apprenticeships
No information