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: 

Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement 
SAQA US ID UNIT STANDARD TITLE
114052  Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement 
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  Level 5  Level TBA: Pre-2009 was L5 
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 proficient knowledge of the areas covered
  • For those working in, or entering the workplace in the area of Data Communications & Networking

    People credited with this unit standard are able to:
  • Communicate effectively with customers in context of IT support
  • Assess and respond effectively to customer requests
  • Maintain positive working relationships with IT customers
    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:
  • Understand the infrastructure of typical IT systems, including Local area networked PC`s or desktop workstations
  • Understanding of the principles of business and the role of IT in business
  • Understanding service level agreements 

  • UNIT STANDARD RANGE 
    The learner should be given a service level agreement (SLA) to interpret and use during the assessment of the standard. Timeframes, levels of documentation and other tasks specified in the unit standard should be done according to the supplied SLA, to demonstrate the necessary understanding. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Communicate effectively with customers in context of IT support. 
    OUTCOME RANGE 
    Customers are any end-users or line managers requesting IT support. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The communication with IT customers staff is polite, clear and sensitive. 

    ASSESSMENT CRITERION 2 
    2. The communication ensures that information is disseminated to relevant IT customers staff in a timely, complete and accurate manner. 

    ASSESSMENT CRITERION 3 
    3. The communication ensures that relevant IT customer staff are informed of progress towards the resolution of support requests. 

    ASSESSMENT CRITERION 4 
    4. The communication ensures that relevant IT customers staff are informed of any deviations from agreed timescales. 

    ASSESSMENT CRITERION 5 
    5. The communication ensures that relevant IT customers staff are informed promptly of any support requests which could not be resolved. 

    SPECIFIC OUTCOME 2 
    Assess and respond to effectively to customer requests. 
    OUTCOME RANGE 
    In accordance with the services level agreement provided. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The assessment ensures that the information obtained is sufficient, relevant, and valid in order for the request-for-support to be investigated. 
    ASSESSMENT CRITERION RANGE 
    Reports; Problem areas; Type of system; Context of the problem; Desired result.
     

    ASSESSMENT CRITERION 2 
    2. The assessment analyses support records to ensure that agreed levels of support are met. 
    ASSESSMENT CRITERION RANGE 
    Records include but not limited to: date/ time of request; customer information; actions taken; results.
     

    ASSESSMENT CRITERION 3 
    3. The assessment ensures that the relevant persons are promptly and clearly informed of the results of the assessment, following organisational procedures. 

    ASSESSMENT CRITERION 4 
    4. The response to the customer`s request ensures that support actions are promptly initiated to resolve the fault has been identified, in accordance with agreed procedures. 
    ASSESSMENT CRITERION RANGE 
    Technical advice; Diagnostic/Remedial action; Instructions.
     

    ASSESSMENT CRITERION 5 
    5. The response to the request ensures that relevant colleagues are informed of any unresolved problems. 
    ASSESSMENT CRITERION RANGE 
    Line managers; Technical specialists.
     

    ASSESSMENT CRITERION 6 
    6. The response ensures that support is provided within agreed timescales. 

    ASSESSMENT CRITERION 7 
    7. The response ensures that support records are complete, accurate and up-to-date. 
    ASSESSMENT CRITERION RANGE 
    Date & Time of request for support; Customer details; Support actions taken; Results.
     

    SPECIFIC OUTCOME 3 
    Maintain positive working relationships with IT customers. 
    OUTCOME RANGE 
    Customer staff are end-users and line managers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The maintenance ensures that relevant IT customer staff are informed of progress towards the resolution of support requests. 

    ASSESSMENT CRITERION 2 
    2. The maintenance ensures that information is disseminated to relevant IT customer staff in a timely, complete and accurate manner. 

    ASSESSMENT CRITERION 3 
    3. The maintenance ensures that any conflicts with IT customer staff is handled calmly and sensitively. 

    ASSESSMENT CRITERION 4 
    4. The maintenance ensures that follow-up contact is maintained with customers to ensure they are satisfied with the resolution of previous requests, and if not, action is taken. 


    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. 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of an organisation. 

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

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise, and critically evaluate information. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility towards the environment and health of others. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognising that problem solving contexts do not exists in isolation. 

    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:

    Definitions:
    These definitions and explanations illustrate how key words and phrases are used in this unit standard.
    1. Specified requirements include legal workplace specific requirements, such as the Occupational Health & Safety Act and SABS quality assurance measures, amongst others.
    2. Agreed levels of support: Formal arrangements for the provision of support such as maintenance contracts, warranties or service level agreements.
    3. Service Level Agreement: Formal arrangements for the provision of service between a supplier and customer, documenting the levels of service, procedures to follow, timeframes for delivery, format and levels of documentation and communication methods/procedures.
    4. Customer: The organisation or individual to whom support is to be provided. May be internal or external to your organisation.
    5. Customer staff are end-users and/or line managers.
    6. Escalation: Referring unresolved problems to a higher level or specialist.
    7. Implications: Can include such things as the need for increased training, additional staff or replacement of hardware or software.
    8. Positive working relationships A relationship in the working environment that inspire confidence and trust in the work being performed or to be performed.
    9. Invalid support requests Request`s not covered by formal agreements. Examples include requests outside agreed time periods, requests relating to products not included in the support arrangements.
    10. Real working environment A working environment, which has not been principally created for candidate training, simulation or assessment purposes.
    11. Realistic working environment An environment, which reflects the expectations of industry and commerce by efficiently and effectively using currently acceptable Information Technology.
    12. Relevant persons May include, for example, line managers, team leaders or other colleagues with responsibility for the system to which the documentation or procedures relate.
    13. Relevant customer staff Any person in the customer organisation affected by the problem giving rise to the support request. Apart from the customer originating the request this may include line managers and other individuals likely to be affected by the problem.
    14. Support actions Examples include giving advice, carrying out or arranging on or off site repair and arranging product swap-out.

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

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48573   National Certificate: Information Technology: Systems Support  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  MICTS 
    Elective  59057   Further Education and Training Certificate: Telecommunication Network Operations  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 


    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. 2KO AFRICA 
    2. Academy of Training and Development 
    3. All Connections cc 
    4. Arise Business Centre 
    5. ATTI IT SOLUTIONS BLOEMFONTEIN 
    6. ATTI Nelspruit Pty Ltd 
    7. Boston Technology Campus (Pty) Ltd 
    8. Broadband College of Technology 
    9. Bytes People Solutions A Division of Altron TMT (Pty) Ltd 
    10. Careers IT (Pty) Ltd 
    11. Critical Skills Training (Pty) Ltd 
    12. CTU Training Solutions 
    13. Damelin Correspondence College (Pty) Ltd 
    14. Delcom Training Institute 
    15. Delight Computer Training 
    16. Denwin's Computer & Business School 
    17. EAST LONDON MANAGEMENT INSTITUTE 
    18. Ekasi IT Solutions CC 
    19. EOH Abantu (Pty) Ltd 
    20. Fakazani Management Services 
    21. Falcon Business Institute (Pty) Ltd 
    22. False Bay College 
    23. Global Softech Skills Academy 
    24. Go Computer Cash and Carry 
    25. Henpro Solutions College 
    26. IALE School of Advanced Learning and Education (Pty) Ltd 
    27. Imbalenhle Learning Academy 
    28. In Excess Trading 22 T/A ATTI Polokwane 
    29. Intec College 
    30. iSolve Business Solutions (Pty) Ltd 
    31. IT Certification Academy 
    32. IT SA Computer Services Solutions (Pty) Ltd 
    33. Jeppe College of Commerce and Computer Studies 
    34. Jonda Learning Academy 
    35. Kaelo Computer Training cc 
    36. Kezla Investments 
    37. Konani Training and Development Institute 
    38. Madzahisi College 
    39. Mass Computer Training And Printers 
    40. NET2G Technologies (Pty) Ltd t/a IT SCHOOL 
    41. NetCampus (Pty) Ltd. 
    42. Nextgen Training Solutions (Pty) Ltd 
    43. Ngubeni Corporation 
    44. On the Ball College Pty ltd 
    45. Phokophela Investment Holdings (Pty) Ltd 
    46. Qhakaza Management Services 
    47. Quantum Career Development (PTY) LTD 
    48. Richfield Graduate Institute of Technology Pty Ltd 
    49. SEBATA Institute of Consulting and Development 
    50. Technology Corporate Management (Pty) Ltd 
    51. TELKOM SA SOC LTD 
    52. The Graduate Institute of South Africa 
    53. Tira Telecoms 
    54. Titan Trade Technologies (Pty) Ltd 
    55. Torque Technical Computer Training (Pty) Ltd 
    56. Triple Play Fibre Optic Solutions 
    57. Umzinyathi Telecommunications (Pty) Ltd 
    58. Whitestone College 
    59. Work Skills Resources 
    60. Xtensive ICT Academy (Pty) Ltd 
    61. Xylo Trading 12 (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.