SAQA 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.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Resolve technical computer problems 
SAQA US ID UNIT STANDARD TITLE
14938  Resolve technical computer problems 
ORIGINATOR
SGB Information Systems and Technology 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 10 - Physical, Mathematical, Computer and Life Sciences Information Technology and Computer Sciences 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 4  NQF Level 04 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

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.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard is intended:
  • To provide a fundamental knowledge of the areas covered
  • for those working in, or entering the workplace in the area of Systems Support

    People credited with this unit standard are able to:
  • Troubleshoot technical computer problems, identifying possible course of action
  • Provide solutions to technical computer problems, including time estimates, cost and resources needed.
  • Maintain information logs of problems identified
    The performance of all elements is to a standard that allows for further learning in this area. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The credit value of this unit is based on a person having prior knowledge and skills to:
  • Demonstrate PC competency skills (End-User Computing unit Standards, at least up to NQF level 3.)
  • Describe the various types of computer systems and associated hardware configurations (SGB-ID = IST004)
  • Apply problem solving strategies to a variety of problems. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Troubleshoot technical computer problems, identifying possible course of action. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The troubleshooting verifies the reported symptoms and identifies any further symptoms. 
    ASSESSMENT CRITERION RANGE 
    Hardware and Software problems.
     

    ASSESSMENT CRITERION 2 
    2. The troubleshooting uses information sources to identify known problems. 
    ASSESSMENT CRITERION RANGE 
    Reference manuals; Fault database; Supplier staff; Technical support staff.
     

    ASSESSMENT CRITERION 3 
    3. The troubleshooting use industry recommended procedures to identify the cause of the problem. 
    ASSESSMENT CRITERION RANGE 
    Problem isolation techniques (hardware and software), Recording process.
     

    ASSESSMENT CRITERION 4 
    4. The troubleshooting results in undiagnosed problems to be forwarded to technical expert support staff for assistance. 

    SPECIFIC OUTCOME 2 
    Provide solutions to technical computer problems, including time estimates, cost and resources. 
    OUTCOME NOTES 
    Provide solutions to technical computer problems, including time estimates, cost and resources needed. 
    OUTCOME RANGE 
    Core solution and at least one alternative solution. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The provision estimates the costs and benefits of the solution to allow a judgement to be made about implementing the solution. 

    ASSESSMENT CRITERION 2 
    2. The provision describes the solution so that a judgement can be made about the feasibility and effectiveness of the solution. 

    ASSESSMENT CRITERION 3 
    3. The provision ensures that a plan for implementing the solution estimates the time and resources required, and specifies milestones. 

    SPECIFIC OUTCOME 3 
    Maintain information logs of problems identified. 
    OUTCOME RANGE 
    Log sheets/ records; Microfiche; Fault database. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The information logs are maintained in a recording system for problems and solutions. 

    ASSESSMENT CRITERION 2 
    2. The information log maintenance identifies sources for occurrence volumes for problems and solution for future reference of technical support for the area of expertise. 

    ASSESSMENT CRITERION 3 
    3. The information log maintenance identifies sources for new information and trends for future reference of technical support in the area of expertise. 

    ASSESSMENT CRITERION 4 
    4. The information logs maintained show an understanding of the need for information logs as sources of information for future reference of technical support for the area of expertise. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The relevant Education and Training Quality Authority (ETQA) must accredit providers before they can offer programs of education and training assessed against unit standards.

    Moderation Process:
    Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    1. Performance of all elements is to be carried out in accordance with organisation standards and procedures, unless otherwise stated. Organisation standards and procedures may cover: quality assurance, documentation, security, communication, health and safety, and personal behaviour. An example of the standards expected is the standards found in ISO 9000 Certified Organisations.

    2. Performance of all elements complies with the laws of South Africa, especially with regard to copyright, privacy, health and safety, and consumer rights.

    3. All activities must comply with any policies, procedures and requirements of the organisations involved, the ethical codes of relevant professional bodies and any relevant legislative and/ or regulatory requirements.

    4. Performance of all elements should be performed with a solid understanding of the use of development tools needed in the areas applicable to the unit standard. Examples of such tools are, but is not limited to CASE tools, programming language editors with syntax checking, program source version control systems systems. 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify, solve problems and make decisions in relation to the current systems development environments. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage him/her self and his/her activities responsibly and effectively. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and or language skills in the modes of oral and/ or written persuasion when engaging with systems development. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Contribute to his/her full personal development and the social and economic development of the society at large by being aware of the importance of: reflecting on and exploring a variety of strategies to learn more effectively, exploring education and career opportunities and developing entrepreneurial opportunities. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

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

    UNIT STANDARD NOTES 
    Supplementary information:
    1. A computer user`s problem refers to problems encountered by end-users rather than the problems discovered by the investigation of a computer system.

    Sub-Sub-Field (Domain):
    Hardware, Infrastructure Maintenance & Support. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  78964   Further Education and Training Certificate: Information Technology: Technical Support  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 
    Core  24293   National Certificate: Information Technology: Technical Support  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    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. Academy of Training and Development 
    2. Afedile M Learning Centre (Pty) Ltd 
    3. Amitek Business College 
    4. Arise Business Centre 
    5. ATTI IT SOLUTIONS BLOEMFONTEIN 
    6. ATTI Nelspruit Pty Ltd 
    7. AUM IT Solutions 
    8. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    9. Broadband College of Technology 
    10. Bytes People Solutions A Division of Altron TMT (Pty) Ltd 
    11. Calandra Trading 523(PTY) 
    12. Careers IT (Pty) Ltd 
    13. Claas Illustration 
    14. CTU Training Solutions 
    15. Daily Training Cc 
    16. DC Dynamic College of Commerce & Further Training (Pty) Ltd 
    17. Delight Computer Training 
    18. Denwin's Computer & Business School 
    19. DVG Property (Pty)Ltd 
    20. Ekasi IT Solutions CC 
    21. Fakazani Management Services 
    22. Falcon Business Institute (Pty) Ltd 
    23. Forek Institute of Technology (Pty) Ltd 
    24. Foster-Melliar 
    25. Futurekids SA (Fochville) 
    26. Gabasega Consulting and Training Centre 
    27. Gegana Computer Academy and Business Solutions cc 
    28. Gijima Holdings (Pty) Ltd 
    29. Golden Step Campus (Pty) Ltd. 
    30. Hlanganani ICT (Pty) Ltd 
    31. iLearn Corporate Services PTY LTD 
    32. Information Technology Resource Centre 
    33. iSolve Business Solutions (Pty) Ltd 
    34. IT SA Computer Services Solutions (Pty) Ltd 
    35. Jeppe College of Commerce and Computer Studies 
    36. Johannesburg Institute of Engineering & Technology 
    37. Jonda Learning Academy 
    38. Kaelo Computer Training cc 
    39. Kezla Investments 
    40. Khuphulanani Training Institute (Pty) Ltd 
    41. King Sabata Dalindyebo TVET College 
    42. Konani Training and Development Institute 
    43. Leseding Computer Systems (Pty) Ltd 
    44. Limco Consulting and management (Pty) Ltd 
    45. M-cot Corporate Training 
    46. Malope IT Solutions 
    47. Mass Computer Training And Printers 
    48. MasterGrade IT 
    49. Mosadikago Trading Cc 
    50. National Computer College Carletonville 
    51. National Computer College Cc 
    52. Nextgen Training Solutions (Pty) Ltd 
    53. Ngubeni Corporation 
    54. Nyankwavi Inverstment 
    55. Ocule IT cc 
    56. On the Ball College Pty ltd 
    57. Overcomers Training College (Pty) Ltd 
    58. Prophesy Training College (Pty) Ltd 
    59. PROSERV SA (PTY) LTD 
    60. Qhakaza Management Services 
    61. Rand Training College 
    62. Rivoni Training N Communications 
    63. SEDIBENG 
    64. Sivile Housing Association RSA 
    65. Smart Byte Training Cc 
    66. Springfield Training (Pty) Ltd 
    67. Star Light Consulting 
    68. Success Christian Training Centre 
    69. Taal-Net Training Institute 
    70. Technology Corporate Management (Pty) Ltd 
    71. Titan Trade Technologies (Pty) Ltd 
    72. Torque Technical Computer Training (Pty) Ltd 
    73. Tshwane College of Commerce and Computer 
    74. Umbuso Training Services (Pty) Ltd. 
    75. Umzinyathi Telecommunications (Pty) Ltd 
    76. Xtensive ICT Academy (Pty) Ltd 
    77. Xylo Trading 12 (Pty) Ltd 
    78. ZJ Africa Learn (Pty) Ltd 



    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.