Part A: Course Overview

Program: C4410 Certificate IV in Information Technology

Course Title: Identify and resolve client ICT problems

Portfolio: Vocational Education

Nominal Hours: 40

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Important Information:

Please note that this course may have compulsory in-person attendance requirements for some teaching activities. 

Please check your Canvas course shell closer to the course start date to see if this course requires mandatory in-person attendance.

The delivery method of the course might have to change quickly in response to changes in course requirements. It is advisable for students to keep in contact with their teachers regarding in-person course attendance.

Terms

Course Code	Campus	Career	School	Learning Mode	Teaching Period(s)
COSC7399C	City Campus	TAFE	520T Future Technologies	Face-to-Face or Internet	Term2 2022, Term1 2023, Term1 2024, Term2 2024, Term1 2025

Course Contact: Chandra Nannegari

Course Contact Phone: +61 3 9925 4612

Course Contact Email: chandra.nannegari@rmit.edu.au

Course Description

In this course you will gain the skills and knowledge required to identify, record, prioritise and resolve client Information and Communications Technology (ICT) support activities and escalate as required.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None

National Competency Codes and Titles

National Element Code & Title:	ICTSAS432 Identify and resolve client ICT problems
Elements:	1. Prepare to resolve client ICT problems 2. Prioritise client ICT problems 3. Refer problems where required 4. Carry out maintenance 5. Create maintenance report 6. Confirm problem resolution

Learning Outcomes

 On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit.

Overview of Assessment

Assessment for this course is ongoing throughout the semester. Your knowledge and understanding of course content is assessed through participation in class exercises and various types of assessments.

Full assessment briefs will be provided and can be found on CANVAS.