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 THAT HAS PASSED THE END DATE: 

Resolve computer user`s problems 
SAQA US ID UNIT STANDARD TITLE
14919  Resolve computer user`s 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
Passed the End Date -
Status was "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:
  • Receive computer user`s problems.
  • Investigate computer users problems.
  • Implement solutions to computer user`s problems.
  • Close resolved computer user`s problems.
  • Forward unresolved computer user`s problems to appropriate area.
    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 
    Receive computer user's problems. 
    OUTCOME RANGE 
    User identification; Problem identification; Terms of agreement with user; Course of action to be taken; Communication with user; Prioritization of the job. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The request received identifies the users and their terms of support so that the response procedure can be determined. 
    ASSESSMENT CRITERION RANGE 
    Purchase record/ Service record; Agreement terms for the purchase/ service.
     

    ASSESSMENT CRITERION 2 
    2. The request received records sufficient information about the problem to begin an investigation. 
    ASSESSMENT CRITERION RANGE 
    Date problem occurred; Circumstances when it occurred; Symptoms.
     

    ASSESSMENT CRITERION 3 
    3. The contact with users of the request received employs personal communication techniques which allows users to feel that the problem will be resolved to their satisfaction. 
    ASSESSMENT CRITERION RANGE 
    Professional; Sympathetic; Confidence; Service excellence; Code of Conduct.
     

    ASSESSMENT CRITERION 4 
    4. The request received is assigned a timeframe and priority to the problem according to organisation standards and the terms of the support agreement for each user. 
    ASSESSMENT CRITERION RANGE 
    Timeframe for completion of job; Estimated costs involved.
     

    SPECIFIC OUTCOME 2 
    Investigate computer user's problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The investigation uses information sources to identify known problems. 
    ASSESSMENT CRITERION RANGE 
    Reference manuals; Fault database; Supplier staff; Technical support staff.
     

    ASSESSMENT CRITERION 2 
    2. The investigation use industry recommended procedures to identify the cause of the problem. 
    ASSESSMENT CRITERION RANGE 
    Problem isolation techniques (hardware and software), Recording process.
     

    ASSESSMENT CRITERION 3 
    3. The investigation records symptoms of unresolved identified problems to be forwarded to technical support services to resolve. 

    ASSESSMENT CRITERION 4 
    4. The investigation advises users of progress according to the terms of their support agreement. 
    ASSESSMENT CRITERION RANGE 
    Timeframe to resolution.
     

    ASSESSMENT CRITERION 5 
    5. The investigation advises third parties of progress according to the terms of the user's support agreement. 
    ASSESSMENT CRITERION RANGE 
    Outcome of investigation.
     

    SPECIFIC OUTCOME 3 
    Implement solutions to computer user's problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The implementation ensures that the user's system is returned as soon as possible. 
    ASSESSMENT CRITERION RANGE 
    Timeframe for repair; Workshop schedules; Deadlines; Minimise disruption to user.
     

    ASSESSMENT CRITERION 2 
    2. The implementation uses reference data sources to identify known solutions to known problems. 
    ASSESSMENT CRITERION RANGE 
    Reference manuals; Fault database; Technicians; Supplier staff.
     

    ASSESSMENT CRITERION 3 
    3. The implementation designs solutions for any new problems identified. 
    ASSESSMENT CRITERION RANGE 
    Provide contingency in case of failure.
     

    ASSESSMENT CRITERION 4 
    4. The implementation records the action taken in sufficient detail to allow it to be repeated. 
    ASSESSMENT CRITERION RANGE 
    Add to fault database/ manuals.
     

    ASSESSMENT CRITERION 5 
    5. The implementation monitors progress of a solution so that users may be advised of progress according to the terms of their support agreement. 
    ASSESSMENT CRITERION RANGE 
    Work-in-Progress charts/ notice-boards.
     

    SPECIFIC OUTCOME 4 
    Close resolved computer user's problems. 
    OUTCOME RANGE 
    Completion of a Report or Job-card or Log Sheet; Invoicing; Guarantees/ Warranties. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The closure presents a report on the resolution of each problem to the user, so that they may judge that the problem has been satisfactorily resolved. 

    ASSESSMENT CRITERION 2 
    2. The closure records resolution of the problem according to organisation standards and procedures. 

    SPECIFIC OUTCOME 5 
    Forward unresolved computer user's problems to appropriate area. 
    OUTCOME RANGE 
    Reported on the Job-card, Log Sheet or Fault reporting system. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The extension of the problem is reported to the user involved, according to the terms of their support agreement. 
    ASSESSMENT CRITERION RANGE 
    As for specific outcome.
     

    ASSESSMENT CRITERION 2 
    2. The extension advises third parties of progress according to the terms of the user's support agreement. 

    ASSESSMENT CRITERION 3 
    3. The extension records additional information on unresolved identified problems to be forwarded to appropriate area to resolve. 
    ASSESSMENT CRITERION RANGE 
    As for specific outcome
     


    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  Passed the End Date -
    Status was "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 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  MICTS 
    Elective  24294   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  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 at Vaal Triangle (AVT 
    2. Acorser Corporate & Business Consulting t/a Acorser Academy 
    3. Affirmations Training 
    4. Africa Learn (Pty) Ltd 
    5. Afrika Tikkun NCC 
    6. All Nation Group Five Trading and Projects 
    7. Amadi Institute of Management And Technology (Pty) Ltd 
    8. Amilak Training Center 
    9. Angie Technologies 
    10. Answer The Call Skills and Entrepreneurship 
    11. ATTI IT SOLUTIONS (Bloemfontei 
    12. ATTI Nelspruit Pty Ltd 
    13. Atvance Institute (Pty) Ltd 
    14. Balefile Trading and Services 
    15. Basadipele Skills Development and Training 
    16. Bells Technical College 
    17. Brainwave Projects 1430 cc 
    18. Careers IT 
    19. Claas Illustration 
    20. Clean Heat Academy 
    21. College Africa Group (Pty) Ltd 
    22. Columbus Consulting Pty Ltd 
    23. Common Vision Young Specialist Trading cc 
    24. CSL Accountants 
    25. CTU Training Solutions 
    26. CYBAX SYSTEMS 
    27. Dee's Training (Pty) Ltd 
    28. Delight Computer Training 
    29. EAST LONDON MANAGEMENT INSTITUTE 
    30. ED-U Options Academy 
    31. Ekasi IT Solutions Centre 
    32. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    33. Elchees Software Solutions 
    34. Epitome Villa (Pty)Ltd 
    35. Eshybrand Pty Ltd 
    36. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    37. Finweb Business Consultancy 
    38. Foster-Melliar (Pty) Ltd 
    39. Fourways Private College 
    40. Futurekids SA (Fochville) 
    41. Genii Institute PTY LTD 
    42. Global Institute for Capacity 
    43. Gurandbuilt Management Development 
    44. HILLCROSS BUSINESS SCHOOL (PTY 
    45. Hlanganani ICT (Pty) Ltd 
    46. Home of Compassion/Grace Ministries 
    47. HUAWEI Technologies Africa (PTY) LTD 
    48. Ikusasa Technology Solutions 
    49. Ikusasalethu Youth Development Project NPC 
    50. iLearn Corporate Services PTY LTD 
    51. Information Technology Resource Centre 
    52. IT Academy 
    53. IT-HI-Q Training (PTY) Ltd 
    54. Jeppe College of Commerce and 
    55. K Boneng Consulting Services P 
    56. Keep The Dream 285 
    57. KT Mobile Services 
    58. Kundani Trading 
    59. LETAGO DEVELOPMENT CONSULTING 
    60. LIMPOPO COMPUTER COLLEGE BK 
    61. Loomee Group 
    62. Makhophila Training 
    63. Malope It Solutions (Pty) Ltd 
    64. Mash Computer Training 
    65. MBOWA COLLEGE PTY LTD 
    66. Metanoia Ratings PTY LTD 
    67. MMELA VILLAGE TECHNOLOGIES (PT 
    68. MND Training and Projects 
    69. Mogapi Education Group (Pty) Ltd 
    70. Moving Ahead Development Agenc 
    71. Mpande Technologies cc 
    72. Mufuka Business and Technical 
    73. NBC Technologies 
    74. NCC - Vereeniging 
    75. Nolwazi Stem Education for The 
    76. Ntandokazi Holdings Pty Ltd 
    77. Nyankwavi Inverstment 
    78. Nyathela Business College 
    79. Olrich Home of Technology 
    80. On the Ball College Pty ltd 
    81. OPELONG BUSINESS INSTITUTE (PT 
    82. Polokwane Technology Institute (Pty) Ltd 
    83. Pretoria Technical College 
    84. Priha Projects Pty Ltd 
    85. Progressive School of Business 
    86. Prophesy Training College (Pty) Ltd 
    87. QUALITATIVE INNOVATIVE SOLUTIONS 
    88. QUARPHIX (PTY) LTD 
    89. Rand Training College 
    90. Richfield Graduate Institute of Technology Pty Ltd 
    91. Rostec Technical FET College (Pty) Ltd 
    92. Sabile Human Resources Consult 
    93. SANDM IT TRAINING (PTY) LTD 
    94. Silulo Ulutho Technologies 
    95. Spears Business and Life Couch Consulting (Pty) Ltd 
    96. Spina Consultancy 
    97. SPLS Consultants (Pty) Ltd 
    98. SUCCESS BUILDERS INTERNATIONAL CC 
    99. Success Christian Training Cen 
    100. SUPREME ICT CONSULTANTS 
    101. Tech-Com Solutions cc 
    102. Techtisa (pty) Ltd 
    103. Terry Computer Services cc 
    104. The Finishing College (Pty) Lt 
    105. Think Tank T2 (Pty) Ltd 
    106. Titan Trade Technologies 
    107. Tlou Foundation College 
    108. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    109. Tshwane College of Commerce an 
    110. Tsima Consulting Development S 
    111. TSP COLLEGE 
    112. Ukwazi Academy and Corporate S 
    113. Varsity Institute of Science & Technology (Pty)Ltd 
    114. Visionary Skill Academy 
    115. VSS College (Pty) LTD 
    116. Vukani Solutions 
    117. VUTHLARI MARKETING CONSULTING 
    118. Wellinkwise Pty Ltd 
    119. Whitestone College 
    120. WORK SKILLS RESOURCES CC 
    121. Working Solution International 
    122. Xylo Trading 12 (Pty) Ltd 
    123. YITRO INNOVATIONS 
    124. Yonet Training Academy 
    125. ZA WIT (PTY) LTD 
    126. Zikode Development Trust 



    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.