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. A4 Consultancy Pty Ltd 
    2. Academy at Vaal Triangle (AVT 
    3. Academy of Training and Allied Services Pty Ltd 
    4. Acorser Corporate & Business Consulting t/a Acorser Academy 
    5. Advanced Assessments and Train 
    6. Affirmations Training 
    7. Afric Training Centre and Security Studies PTY LTD 
    8. Afrika Tikkun 
    9. All Nation Group Five Trading and Projects 
    10. Amadi Institute of Management And Technology (Pty) Ltd 
    11. Amilak Training Center 
    12. Angie Technologies 
    13. Answer The Call Skills ands En 
    14. APEXEA 
    15. ATTI (Advanced Technonogy Training Institute) 
    16. ATTI IT SOLUTIONS (Bloemfontei 
    17. ATTI Kimberley 
    18. ATTI Nelspruit Pty Ltd 
    19. Atvance Institute (Pty) Ltd 
    20. Awona Technologies cc 
    21. AWRISE 
    22. Azania Academy 
    23. Bacom Computers 
    24. Balefile Trading and Services 
    25. Basadipele Skills Development and Training 
    26. Bavelile Consultants and Training Pty Ltd 
    27. BDCE (Pty) Ltd 
    28. Bells Technical College 
    29. Blue Ora Pty Ltd 
    30. Boland College 
    31. Bonitas Unversity College 
    32. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    33. Brainwave Projects 1430 cc 
    34. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    35. Cape Innovation Technology Initiative 
    36. Careers IT 
    37. City College 
    38. Claas Illustration 
    39. Clean Heat Academy 
    40. College Africa Group (Pty) Ltd 
    41. COLUMBUS TECHNOLOGIES PTY LTD 
    42. Comfortable Tech 
    43. Common Vision Young Specialist Trading cc 
    44. Competence computer and business management 
    45. Compus training institution 
    46. CSL Accountants 
    47. CTU Training Solutions 
    48. CYBAX SYSTEMS 
    49. CYBER-CITY IT SOLUTIONS 
    50. DAB Health Care Centre 
    51. DC Dynamic College of Commerce 
    52. Dee's Training (Pty) Ltd 
    53. Delight Computer Training 
    54. Dibana Business Consultants 
    55. Digital Paper (Pty) Ltd 
    56. DOGOODCIRCLE 
    57. DVG Media Training 
    58. DYNAMIC DNA (PTY) LTD 
    59. Dynamic Dyvention Trading and 
    60. EAST LONDON MANAGEMENT INSTITUTE 
    61. ED-U Options Academy 
    62. Edging Forward Training and Co 
    63. EHLANZENI TVET COLLEGE 
    64. Ekasi IT Solutions Centre 
    65. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    66. Elchees Software Solutions 
    67. Embroser Solutions Pty Ltd 
    68. Epitome Villa (Pty)Ltd 
    69. Eshybrand Pty Ltd 
    70. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    71. Falcon Business Institute (Pty) Ltd 
    72. Finweb Business Consultancy 
    73. Forek Institute of Technology (Pty) Ltd 
    74. Foster-Melliar (Pty) Ltd 
    75. Four Stars Communication 
    76. Fourways Private College 
    77. Fullimput108 (Pty) Ltd 
    78. Future Africa Consulting t/a Future Africa Consulting & Training 
    79. Futurekids SA (Fochville) 
    80. Gabasega Consulting and Training Centre 
    81. Gauteng College of Engineering 
    82. GCABS 
    83. Genii Institute PTY LTD 
    84. Gijima Holdings (Pty) Ltd 
    85. Global Institute for Capacity 
    86. Godisang Development 
    87. Gold Class Group 
    88. Growth Management Consulting cc 
    89. Guest Resource Services 
    90. Gurandbuilt Management Development 
    91. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    92. HILLCROSS BUSINESS SCHOOL (PTY 
    93. Hlanganani ICT (Pty) Ltd 
    94. Home of Compassion/Grace Ministries 
    95. HUAWEI Technologies Africa (PTY) LTD 
    96. iCollege College 
    97. Ikusasa Technology Solutions 
    98. Ikusasalethu Youth Development 
    99. iLearn Corporate Services PTY LTD 
    100. Impact Sourcing Academy - NPO 
    101. Information Technology Resource Centre 
    102. Ingomsotech Solutions and Trai 
    103. INSIGHTTECH COMMUNICATIONS Pty 
    104. Institutional Higher Education 
    105. intelliscient Technologies (Pty) Ltd 
    106. Isivande Projects 
    107. ISOLVE BUSINESS SOLUTIONS PTY LTD 
    108. IT Academy 
    109. IT Labs Consulting 
    110. IT-HI-Q Training (PTY) Ltd 
    111. Ithemba IT Solution 
    112. ITI 
    113. Jeppe College of Commerce and 
    114. Jonda Learning Academy 
    115. K Boneng Consulting Services P 
    116. Keep The Dream 285 
    117. Kgolo Institute 
    118. King Sabata Dalindyebo TVET College 
    119. Kingswood Academy 
    120. KMT Training and Business Solutions 
    121. KT Mobile Services 
    122. Kundani Trading 
    123. KVR Training and Business Solutions 
    124. Lamus Training Academy 
    125. Learnfast Training Solutions ( 
    126. LEPHAILA PRINTERS 
    127. Leseding Computer Systems 
    128. LETAGO DEVELOPMENT CONSULTING 
    129. LIMPOPO COMPUTER COLLEGE BK 
    130. LINKINGNOTES 
    131. Loomee Group 
    132. LUPHINDI BUSINESS SOLUTIONS 
    133. Makhophila Training 
    134. Malope IT Solutions 
    135. Mamelodi Digital Centre cc 
    136. MANAGED OUTSOURCED TECHNOLOGY SOLUTIONS PTY LTD 
    137. Mapubo Consulting 
    138. Mash Computer Training 
    139. Matiwane Computer Networks (Pty) Ltd 
    140. MBOWA COLLEGE PTY LTD 
    141. Mentec Group PTY LTD 
    142. Metanoia Ratings PTY LTD 
    143. Mmamohule General Traders 
    144. Mmanape Private Technical Coll 
    145. MMELA VILLAGE TECHNOLOGIES (PT 
    146. MND Training and Projects 
    147. Mogapi Education Group 
    148. MOKALENG IT 
    149. MORTERBOARD TRAINING SOLUTIONS 
    150. Mothusi Management Consultants 
    151. Moving Ahead Development Agenc 
    152. Mpande Technologies cc 
    153. Mufuka Business and Technical 
    154. Multi Tech College 
    155. Nape Angwato Trading 
    156. NBC Technologies 
    157. NCC - Vereeniging 
    158. Nchebeko Skills Consultancy (PTY) LTD 
    159. NCM Computer and Business Academy 
    160. Nemja Security and Projects Pty Ltd 
    161. New Trend Computers cc 
    162. NEWDAY UNITED NPC 
    163. NEWLEIGH BUSINESS COLLEGE 
    164. Nkangala Skills Centre 
    165. Nolwazi Stem Education for The 
    166. Ntandokazi Holdings Pty Ltd 
    167. Nyankwavi Inverstment 
    168. Nyathela Business College 
    169. Olrich Home of Technology 
    170. OMNIVISION INSTITUTE 
    171. On the Ball College Pty ltd 
    172. OPELONG BUSINESS INSTITUTE (PT 
    173. Overcomers Training College (P 
    174. PACE Academia College (Pty) Lt 
    175. Petcon Capacity Building Solut 
    176. PLATINUM PEAK CONSULTING (PTY) LTD 
    177. Polokwane Technology Institute (Pty) Ltd 
    178. Pretoria Technical College 
    179. Priha Projects Pty Ltd 
    180. Progressive School of Business 
    181. Prophesy Training College (Pty) Ltd 
    182. PROSERV SA (PTY) LTD 
    183. QUALITATIVE INNOVATIVE SOLUTIONS 
    184. QUARPHIX (PTY) LTD 
    185. Rand Training College 
    186. Rasinkhu Investment (Pty) Ltd 
    187. Resisa Logistics cc 
    188. Revival Technologies and Academy 
    189. RHULLYS INNOVATIVE SKILLS TRAI 
    190. Richfield Graduate Institute of Technology Pty Ltd 
    191. Rivoni Training N Communicatio 
    192. Rofane Consulting 
    193. Rostec Technical FET College (Pty) Ltd 
    194. SA College of Technology (PTY) 
    195. Sabile Human Resources Consult 
    196. SANDM IT TRAINING (PTY) LTD 
    197. Silulo Ulutho Technologies 
    198. Sivile Housing Association RSA 
    199. Sokwanya Trading (Pty) Ltd 
    200. South Africa Advanced Skills Institute(SAAI) 
    201. South African Business and Tec 
    202. Sparrow FET Enterprises (Pty) Ltd 
    203. Spears Business and Life Couch Consulting (Pty) Ltd 
    204. Spina Consultancy 
    205. SPLS Consultants (Pty) Ltd 
    206. Star Light Consulting 
    207. SUCCESS BUILDERS INTERNATIONAL CC 
    208. Success Christian Training Cen 
    209. Supreme ICT Consultants 
    210. Synergy Transformation Solutio 
    211. Taal-Net Training Institute 
    212. Tau Ya Mariri Consulting 
    213. TBL Empowerment Hub 
    214. Tech-Com Solutions cc 
    215. Techtisa (pty) Ltd 
    216. Terry Computer Services cc 
    217. The Finishing College (Pty) Lt 
    218. THE SKILLS DEVELOPMENT CORPORA 
    219. Think Tank T2 (Pty) Ltd 
    220. Thubelihle Graduate Institute 
    221. Tinotel Communications 
    222. TIPP ACADEMY (PTY) LTD 
    223. Titan Trade Technologies 
    224. Tlatlana Trading (PTY) LTD 
    225. Tlou Foundation College 
    226. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    227. Tshiredo Training Academy 
    228. Tshwane College of Commerce an 
    229. Tsima Consulting Development S 
    230. TSP COLLEGE 
    231. Two Aces Learnerships 
    232. Ukwazi Academy and Corporate S 
    233. Urban Journey 
    234. Varsity Institute of Science & Technology (Pty)Ltd 
    235. Vastratech Pty) Ltd 
    236. Visionary Skill Academy 
    237. Vodacom (Pty) Ltd 
    238. VSS College (Pty) LTD 
    239. VUTHLARI MARKETING CONSULTING 
    240. Wavelengths Technology Training Institute 
    241. Wellinkwise Pty Ltd 
    242. Westrand Youth Development 
    243. Whitestone College 
    244. WORK SKILLS RESOURCES CC 
    245. Working Solution International 
    246. Xylo Trading 12 (Pty) Ltd 
    247. YAB Business Solutions (Pty)Ltd 
    248. YITRO INNOVATIONS 
    249. Yonet Training Academy 
    250. Youth Media Movement 
    251. ZA WIT (PTY) LTD 
    252. Zikode Development Trust 
    253. ZJ Africa Learn 



    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.