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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION: 

Higher Certificate in Information Technology in User Support Services 
SAQA QUAL ID QUALIFICATION TITLE
63990  Higher Certificate in Information Technology in User Support Services 
ORIGINATOR
Nelson Mandela University 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
CHE - Council on Higher Education  HEQSF - Higher Education Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
National Higher Certificate  Field 10 - Physical, Mathematical, Computer and Life Sciences  Information Technology and Computer Sciences 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  120  Level 5  NQF Level 05  Regular-Provider-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Registered-data under construction  EXCO 0324/24  2024-07-01  2027-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2028-06-30   2031-06-30  

Registered-data under construction

The qualification content is currently being updated for the qualifications with the status “Registered-data under construction” or showing “DETAILS UNDER CONSTRUCTION” to ensure compliance with SAQA’S Policy and Criteria for the registration of qualifications and part-qualifications on the National Qualifications Framework (NQF) (As amended, 2022). These qualifications are re-registered until 30 June 2027 and can legitimately be offered by the institutions to which they are registered.

 

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Purpose:
The purpose of the qualification is to produce graduates who are productive, competent, able to work independently, and who can manage time effectively in entry-level technical user support positions that span a wide range of computing environments requiring support personnel.

Rationale:
Both nationally and internationally the growth in the quantity, complexity and mission critical nature of information and communication systems has led to a growing need for the users using these systems to have competent support personnel available to assist when needed to ensure efficient functioning of the modern organisation.

This qualification provides a focused entry into the field of ICT User Support Services that provides the learner the ability to gain employable skills in a short time, while providing the basis for further study and development in the field. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Recognition of Prior Learning (RPL):
The institution conducts RPL in terms of the policy and guidelines of the institution to recognise other forms of formal, informal and non-formal learning and experience. In cases where learners do not comply with the formal admission requirements, the institution applies its RPL policy.

Entry Requirements:
The minimum entry requirement for this qualification is:
  • Senior Certificate, NQF Level 4 with endorsement.
    Or
  • National Senior Certificate, NQF Level 4 granting access to Higher Certificate studies. 
    		•

    RECOGNISE PREVIOUS LEARNING? 
    Y 

    QUALIFICATION RULES 
  • NQF Exit Level: 5.
  • Minimum total credits: 120 Credits.
  • Minimum credits at NQF Level 5: 120 Credits.

    Learning Components: The ELOs per learning component are listed under Level Outcomes and Associated Assessment Criteria:
  • Component 1 (Fundamentals): Competencies related to fundamental learning Exit Level Outcomes 1.1, 1.2; 35 Credits; NQF Level 5.
  • Component 2 (Core): Competencies relating to ICT user support processes Exit Level Outcomes 2.1, 2.2, 2.3; 85 Credits; NQF Level 5.
  • Component 3 (Electives): None. 
    		•

    EXIT LEVEL OUTCOMES 
    1. Demonstrate competence in communicating effectively with users in various contexts.
    2. Demonstrate competence in reading and writing the language/s of instruction in the context of user support services.

    Component 2 (Core): Competencies relating to ICT user support processes:
    3. Demonstrate the ability to select and apply best practices in user support services in ways which meet the needs of end users.
    4. Install, configure and maintain computer hardware and software.
    5. Strategies and techniques in correcting a variety of computer hardware and software problems. 

    ASSOCIATED ASSESSMENT CRITERIA 
    Competence is evident when learners are able to:
  • Use appropriate communication skills, courtesy, and dress.
  • Communicate effectively with individuals without a technical background.
  • Identify and use appropriate strategies for resolving conflict in the workplace.
  • Describe and apply basic techniques for stress management.

    Competence is evident when learners are able to:
  • Locate, cite and critically evaluate information which is accessible online or otherwise, in support of problem solving activities.
  • Maintain appropriate documentation of problem resolution for later reference.

    Component 2 (Core): Competencies relating to ICT user support processes:
    Competence is evident when learners are able to:
  • Identify and document user requirements.
  • Evaluate and recommend hardware and/or software products and services.
  • Identify and discuss the implications of software licensing and legal liability issues.
  • Describe appropriate documentation procedures and practices in user support services.
  • Effectively use and maintain locally maintained documentation.
  • Describe troubleshooting strategies and techniques to resolve basic ICT problems.

    Associated Assessment Criteria for Exit-Level Outcomes 2.2:
    Competence is evident when learners are able to:
  • Implement proper procedures for handling and safeguarding equipment.
  • Perform preventive maintenance tasks on microcomputer systems.
  • Set up and configure systems and peripherals.
  • Describe procedures for uninstalling operating system software.
  • Install applications on a server and configure clients for network access.
  • Install and configure system software.
  • Install and configure applications software.
  • Configure software for accessibility by disabled individuals.
  • Install and configure applications software upgrades.
  • Install and configure client software for client/server and network-based applications.

    Associated Assessment Criteria for Exit-Level Outcomes 2.3:
    Competence is evident when learners are able to:
  • Describe the use of diagnostic test equipment.
  • Recognise and resolve basic hardware problems.
  • Recognise and resolve basic software configuration problems.
  • Isolate and replace faulty components (board level only).
  • Use effective troubleshooting strategies and techniques to resolve system problems.
    Component 3 (Electives):
  • None.

    Integrated Assessment:
    Written tests and examinations, portfolio assessment as well as practical tests and examinations are used to assess the learning that has taken place.
    Due to the nature of the qualification, particular emphasis should be placed on evaluating the application of learning in the working environment, through simulated work situations. 
    		•

    INTERNATIONAL COMPARABILITY 
    The Association for Computing Machinery published guidelines for the development of certificate and 2 year associate degree programs in the various computer support services subfields. In developing this qualification extensive use has been made of these international guidelines. This qualification is therefore similar in both intent and content as other qualifications internationally that have followed these guidelines. 

    ARTICULATION OPTIONS 
    This qualification allows for both vertical and horizontal articulation.

    Horizontal Articulation:
  • Higher Certificate in Information Technology Support Services, Level 5.

    Vertical Articulation:
  • Advanced Certificate in Information Technology in Support Services, Level 6.
  • Diploma in Information Technology, Level 6. 
    		•

    MODERATION OPTIONS 
    N/A 

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this qualification was Reregistered in 2009; 2012; 2015. 

    NOTES 
    N/A 

    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. Nelson Mandela University 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.