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 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
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  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  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 of Training and Development 
    2. Afedile M Learning Centre (Pty) Ltd 
    3. Amitek Business College 
    4. Angie Technologies 
    5. Ankalite (Pty) Limited 
    6. Arise Business Centre 
    7. ATTI IT SOLUTIONS BLOEMFONTEIN 
    8. ATTI Nelspruit Pty Ltd 
    9. AUM IT Solutions 
    10. Awona Technologies cc 
    11. Believers Care Society 
    12. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    13. Boston Technology Campus (Pty) Ltd 
    14. Broadband College of Technology 
    15. Bytes People Solutions A Division of Altron TMT (Pty) Ltd 
    16. Calandra Trading 523(PTY) 
    17. Careers IT (Pty) Ltd 
    18. Clean Heat Academy 
    19. Commerce and Computer College of South Africa 
    20. Competence computer and business management 
    21. Critical Skills Training (Pty) Ltd 
    22. CTU Training Solutions 
    23. Cyber College of Business and Technology 
    24. Daily Training Cc 
    25. Damelin 
    26. Damelin - Randburg 
    27. Damelin Correspondence College (Pty) Ltd 
    28. DC Dynamic College of Commerce & Further Training (Pty) Ltd 
    29. Delcom Training Institute 
    30. Delight Computer Training 
    31. Denwin's Computer & Business School 
    32. DVG Property (Pty)Ltd 
    33. Ekasi IT Solutions CC 
    34. EOH Abantu (Pty) Ltd 
    35. Fakazani Management Services 
    36. Falcon Business Institute (Pty) Ltd 
    37. False Bay College 
    38. Forek Institute of Technology (Pty) Ltd 
    39. Foster-Melliar 
    40. Futurekids SA (Fochville) 
    41. Gabasega Consulting and Training Centre 
    42. Gauteng Central College PTY LTD 
    43. Gauteng College of Engineering and Technology (PTY) LTD 
    44. Gegana Computer Academy and Business Solutions cc 
    45. Gijima Holdings (Pty) Ltd 
    46. Global Softech Skills Academy 
    47. Golden Step Campus (Pty) Ltd. 
    48. Henpro Solutions College 
    49. Hlanganani ICT (Pty) Ltd 
    50. IALE School of Advanced Learning and Education (Pty) Ltd 
    51. iLearn Corporate Services PTY LTD 
    52. Imvana Training College 
    53. In Excess Trading 22 T/A ATTI Polokwane 
    54. Information Technology Resource Centre 
    55. Intec College 
    56. INTERACTIVE COLLABORATIVE TRAINING WORX PTY LTD 
    57. iSolve Business Solutions (Pty) Ltd 
    58. IT SA Computer Services Solutions (Pty) Ltd 
    59. Jeppe College of Commerce and Computer Studies 
    60. Johannesburg Institute of Engineering & Technology 
    61. Jonda Learning Academy 
    62. Kaelo Computer Training cc 
    63. Kezla Investments 
    64. Khuphulanani Training Institute (Pty) Ltd 
    65. King Sabata Dalindyebo TVET College 
    66. Konani Training and Development Institute 
    67. Leseding Computer Systems (Pty) Ltd 
    68. Limco Consulting and management (Pty) Ltd 
    69. M-cot Corporate Training 
    70. Mass Computer Training And Printers 
    71. Modise Computer College 
    72. Mosadikago Trading Cc 
    73. Mpande Technologies cc 
    74. MSC Education Holdings Pty Ltd 
    75. National Computer College Carletonville 
    76. National Computer College Cc 
    77. NET2G Technologies (Pty) Ltd t/a IT SCHOOL 
    78. Nextgen Training Solutions (Pty) Ltd 
    79. Ngubeni Corporation 
    80. Nyankwavi Inverstment 
    81. Ocule IT cc 
    82. On the Ball College Pty ltd 
    83. Overcomers Training College (Pty) Ltd 
    84. Phokophela Investment Holdings (Pty) Ltd 
    85. Prophesy Training College (Pty) Ltd 
    86. Qhakaza Management Services 
    87. Quantum Career Development (PTY) LTD 
    88. Rand Training College 
    89. Rivoni Training N Communications 
    90. SEBATA Institute of Consulting and Development 
    91. SEDIBENG 
    92. SILVER SOLUTIONS CC 1360 
    93. Sivile Housing Association RSA 
    94. Smart Byte Training Cc 
    95. Springfield Training (Pty) Ltd 
    96. Star Light Consulting 
    97. Taal-Net Training Institute 
    98. Technology Corporate Management (Pty) Ltd 
    99. Titan Trade Technologies (Pty) Ltd 
    100. Torque Technical Computer Training (Pty) Ltd 
    101. Umzinyathi Telecommunications (Pty) Ltd 
    102. Victory Ticket 580 cc 
    103. Whitestone College 
    104. Work Skills Resources 
    105. Xtensive ICT Academy (Pty) Ltd 
    106. Xylo Trading 12 (Pty) Ltd 
    107. 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.