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. Academy of Training and Development 
    5. Acorser Corporate & Business Consulting t/a Acorser Academy 
    6. Advanced Assessments and Train 
    7. Affirmations Training 
    8. Afric Training Centre and Security Studies PTY LTD 
    9. Afrika Tikkun 
    10. All Nation Group Five Trading and Projects 
    11. Amadi Institute of Management And Technology (Pty) Ltd 
    12. Amilak Training Center 
    13. Angie Technologies 
    14. Answer The Call Skills ands En 
    15. APEXEA 
    16. ATTI (Advanced Technonogy Training Institute) 
    17. ATTI IT SOLUTIONS (Bloemfontei 
    18. ATTI Kimberley 
    19. ATTI Nelspruit Pty Ltd 
    20. Atvance Academy Pty Ltd 
    21. Atvance Institute (Pty) Ltd 
    22. Atvance Learning PTY LTD 
    23. Awona Technologies cc 
    24. AWRISE 
    25. Azania Academy 
    26. Bacom Computers 
    27. Balefile Trading and Services 
    28. Basadipele Skills Development and Training 
    29. Bavelile Consultants and Training Pty Ltd 
    30. BDCE (Pty) Ltd 
    31. Bells Technical College 
    32. Blue Ora Pty Ltd 
    33. Boland College 
    34. Bonitas Unversity College 
    35. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    36. Brainwave Projects 1430 cc 
    37. Bristol Training College 
    38. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    39. Cape Innovation Technology Initiative 
    40. Careers IT 
    41. City College 
    42. Claas Illustration 
    43. Clean Heat Academy 
    44. College Africa Group (Pty) Ltd 
    45. COLUMBUS TECHNOLOGIES PTY LTD 
    46. Comfortable Tech 
    47. Common Vision Young Specialist Trading cc 
    48. Competence computer and business management 
    49. Compus training institution 
    50. CSL Accountants 
    51. CTU Training Solutions 
    52. CYBAX SYSTEMS 
    53. CYBER-CITY IT SOLUTIONS 
    54. DAB Health Care Centre 
    55. DC Dynamic College of Commerce 
    56. Dee's Training (Pty) Ltd 
    57. Delight Computer Training 
    58. Dibana Business Consultants 
    59. Digital Media Arts College 
    60. Digital Paper (Pty) Ltd 
    61. DOGOODCIRCLE 
    62. DVG Media Training 
    63. DYNAMIC DNA (PTY) LTD 
    64. Dynamic Dyvention Trading and 
    65. EAST LONDON MANAGEMENT INSTITUTE 
    66. ED-U Options Academy 
    67. Edging Forward Training and Co 
    68. EHLANZENI TVET COLLEGE 
    69. Ekasi IT Solutions Centre 
    70. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    71. Elchees Software Solutions 
    72. Embroser Solutions Pty Ltd 
    73. Epitome Villa (Pty)Ltd 
    74. Eshybrand Pty Ltd 
    75. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    76. Falcon Business Institute (Pty) Ltd 
    77. Finweb Business Consultancy 
    78. Forek Institute of Technology (Pty) Ltd 
    79. Foster-Melliar (Pty) Ltd 
    80. Four Stars Communication 
    81. Fourways Private College 
    82. Fullimput108 (Pty) Ltd 
    83. Future Africa Consulting t/a Future Africa Consulting & Training 
    84. Futurekids SA (Fochville) 
    85. Gabasega Consulting and Training Centre 
    86. Gauteng College of Engineering 
    87. GCABS 
    88. Genii Institute PTY LTD 
    89. Gijima Holdings (Pty) Ltd 
    90. Global Institute for Capacity 
    91. Godisang Development 
    92. Gold Class Group 
    93. Golden Step Campus (Pty) Ltd. 
    94. Greenview Training and Development Skills Centre 
    95. Growth Management Consulting cc 
    96. Guest Resource Services 
    97. Gurandbuilt Management Development 
    98. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    99. Heartlines College 
    100. HILLCROSS BUSINESS SCHOOL (PTY 
    101. Hlanganani ICT (Pty) Ltd 
    102. Home of Compassion/Grace Ministries 
    103. HUAWEI Technologies Africa (PTY) LTD 
    104. iCollege College 
    105. Ikusasa Technology Solutions 
    106. Ikusasalethu Youth Development 
    107. iLearn Corporate Services PTY LTD 
    108. Impact Sourcing Academy - NPO 
    109. Information Technology Resource Centre 
    110. Ingomsotech Solutions and Trai 
    111. Initium 
    112. INSIGHTTECH COMMUNICATIONS Pty 
    113. Institutional Higher Education 
    114. intelliscient Technologies (Pty) Ltd 
    115. Isivande Projects 
    116. ISOLVE BUSINESS SOLUTIONS PTY LTD 
    117. IT Academy 
    118. IT Labs Consulting 
    119. IT-HI-Q Training (PTY) Ltd 
    120. Ithemba IT Solution 
    121. ITI 
    122. Jeppe College of Commerce and 
    123. Johannesburg Institute of Engi 
    124. Jonda Learning Academy 
    125. K Boneng Consulting Services P 
    126. Keep The Dream 285 
    127. Kgolo Institute 
    128. King Sabata Dalindyebo TVET College 
    129. Kingswood Academy 
    130. KMT Training and Business Solutions 
    131. KT Mobile Services 
    132. Kundani Trading 
    133. KVR Training and Business Solutions 
    134. Lamus Training Academy 
    135. Learnfast Training Solutions ( 
    136. LEPHAILA PRINTERS 
    137. Lephalale Business & Technical 
    138. Leseding Computer Systems 
    139. LETAGO DEVELOPMENT CONSULTING 
    140. LIMPOPO COMPUTER COLLEGE BK 
    141. LINKINGNOTES 
    142. Loomee Group 
    143. LUPHINDI BUSINESS SOLUTIONS 
    144. Makhophila Training 
    145. Malope IT Solutions 
    146. Mamelodi Digital Centre cc 
    147. MANAGED OUTSOURCED TECHNOLOGY SOLUTIONS PTY LTD 
    148. Mapubo Consulting 
    149. Mash Computer Training 
    150. Matiwane Computer Networks (Pty) Ltd 
    151. MBOWA COLLEGE PTY LTD 
    152. Mentec Group PTY LTD 
    153. Metanoia Ratings PTY LTD 
    154. Mmamohule General Traders 
    155. Mmanape Private Technical Coll 
    156. MMELA VILLAGE TECHNOLOGIES (PT 
    157. MND Training and Projects 
    158. Mogapi Education Group 
    159. MOKALENG IT 
    160. MORTERBOARD TRAINING SOLUTIONS 
    161. Mothusi Management Consultants 
    162. Moving Ahead Development Agenc 
    163. Mpande Technologies cc 
    164. MSC Business College 
    165. Mufuka Business and Technical 
    166. Multi Tech College 
    167. Nape Angwato Trading 
    168. NBC Technologies 
    169. NCC - Vereeniging 
    170. Nchebeko Skills Consultancy (PTY) LTD 
    171. NCM Computer and Business Academy 
    172. Nemja Security and Projects Pty Ltd 
    173. New Trend Computers cc 
    174. NEWDAY UNITED NPC 
    175. NEWLEIGH BUSINESS COLLEGE 
    176. Nkangala Skills Centre 
    177. Nolwazi Stem Education for The 
    178. Ntandokazi Holdings Pty Ltd 
    179. Nyankwavi Inverstment 
    180. Nyathela Business College 
    181. Olrich Home of Technology 
    182. OMNIVISION INSTITUTE 
    183. On the Ball College Pty ltd 
    184. OPELONG BUSINESS INSTITUTE (PT 
    185. Overcomers Training College (P 
    186. PACE Academia College (Pty) Lt 
    187. Pelican Training (Pty) Ltd 
    188. Petcon Capacity Building Solut 
    189. PHUTHUMA TEL PTY LTD 
    190. PLATINUM PEAK CONSULTING (PTY) LTD 
    191. Polokwane Technology Institute (Pty) Ltd 
    192. Pretoria Technical College 
    193. Priha Projects Pty Ltd 
    194. Progressive School of Business 
    195. Prophesy Training College (Pty) Ltd 
    196. PROSERV SA (PTY) LTD 
    197. QUALITATIVE INNOVATIVE SOLUTIONS 
    198. QUARPHIX (PTY) LTD 
    199. Rand Training College 
    200. Rasinkhu Investment (Pty) Ltd 
    201. Resisa Logistics cc 
    202. Revival Technologies and Academy 
    203. RHULLYS INNOVATIVE SKILLS TRAI 
    204. Richfield Graduate Institute of Technology Pty Ltd 
    205. Rivoni Training N Communicatio 
    206. Rofane Consulting 
    207. Rostec Technical FET College (Pty) Ltd 
    208. SA College of Technology (PTY) 
    209. Sabile Human Resources Consult 
    210. SANDM IT TRAINING (PTY) LTD 
    211. Silulo Ulutho Technologies 
    212. Sivile Housing Association RSA 
    213. SM SAFETY AND TECHNICAL LEARNI 
    214. Sokwanya Trading (Pty) Ltd 
    215. South Africa Advanced Skills Institute(SAAI) 
    216. South African Business and Tec 
    217. Sparrow FET Enterprises (Pty) Ltd 
    218. Spears Business and Life Couch Consulting (Pty) Ltd 
    219. Spina Consultancy 
    220. SPLS Consultants (Pty) Ltd 
    221. Star Light Consulting 
    222. SUCCESS BUILDERS INTERNATIONAL CC 
    223. Success Christian Training Cen 
    224. Successors Training Institute 
    225. Supreme ICT Consultants 
    226. Synergy Transformation Solutio 
    227. Taal-Net Training Institute 
    228. Tau Ya Mariri Consulting 
    229. TBL Empowerment Hub 
    230. Tech-Com Solutions cc 
    231. Techtisa (pty) Ltd 
    232. Terry Computer Services cc 
    233. The Finishing College (Pty) Lt 
    234. THE SKILLS DEVELOPMENT CORPORA 
    235. Think Tank T2 (Pty) Ltd 
    236. Thubelihle Graduate Institute 
    237. Tinotel Communications 
    238. TIPP ACADEMY (PTY) LTD 
    239. Titan Trade Technologies 
    240. Tlatlana Trading (PTY) LTD 
    241. Tlou Foundation College 
    242. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    243. Triple Desire Trading & Projects 43 
    244. Tshiredo Training Academy 
    245. Tshwane College of Commerce an 
    246. Tsima Consulting Development S 
    247. TSP COLLEGE 
    248. Two Aces Learnerships 
    249. Ukwazi Academy and Corporate S 
    250. Urban Journey 
    251. Varsity Institute of Science & Technology (Pty)Ltd 
    252. Vastratech Pty) Ltd 
    253. Visionary Skill Academy 
    254. Vodacom (Pty) Ltd 
    255. VSS College (Pty) LTD 
    256. VUTHLARI MARKETING CONSULTING 
    257. Wavelengths Technology Training Institute 
    258. Wellinkwise Pty Ltd 
    259. Westrand Youth Development 
    260. Whitestone College 
    261. WORK SKILLS RESOURCES CC 
    262. Working Solution International 
    263. Xylo Trading 12 (Pty) Ltd 
    264. YAB Business Solutions (Pty)Ltd 
    265. YITRO INNOVATIONS 
    266. Yonet Training Academy 
    267. Youth Media Movement 
    268. ZA WIT (PTY) LTD 
    269. Zikode Development Trust 
    270. 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.