Pathway Outline
Date retreived
22/07/2026 10:42 PM AWST
22/07/2026 10:42 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Help Desk
Help Desk
Pathway
National Code
—
—
State Code
CT11
CT11
DTWD Status
Replaced
Replaced
National Endorsed, State Implementation and Classification
Original TGA Release Date
08/07/2010
08/07/2010
Field of Education
0203 - Information Systems
0203 - Information Systems
Approved Date
26/06/2006
26/06/2006
Stream of Study
Initial Vocational (3100 - 3600)
Initial Vocational (3100 - 3600)
Duration
2 Semesters
Current Release Version
1.00
1.00
Current Release Date
08/07/2010
08/07/2010
Nominal Hours
620
620
Description
Packaging Rules
1. Core Units
Achieve 12 Common Core Units.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| C8797 | ICAS4106A | Action and complete change requests | 45 | Unit of competency |
| C8697 | ICAB4225A | Automate processes | 40 | Unit of competency |
| C3539 | BSBCMN304A | Contribute to personal skill development and learning | 20 | Unit of competency |
| C8737 | ICAD4217A | Create technical documentation | 20 | Unit of competency |
| C8794 | ICAS4022A | Determine and action client computing problems | 35 | Unit of competency |
| C8640 | ICAA4041A | Determine and confirm client business expectations and needs | 35 | Unit of competency |
| C8733 | ICAD4043A | Develop and present a feasibility report | 25 | Unit of competency |
| C8802 | ICAS4113A | Identify and resolve common database performance problems | 25 | Unit of competency |
| C8803 | ICAS4114A | Implement maintenance procedures | 10 | Unit of competency |
| C8833 | ICAT4221A | Locate equipment, system and software faults | 30 | Unit of competency |
| C8868 | ICAW4214A | Maintain ethical conduct | 10 | Unit of competency |
| C8229 | PSPPM402B | Manage simple projects | 50 | Unit of competency |
2. Help Desk Core Units
Achieve all 6 Core Units in the Help Desk Specialist Core Stream.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| C8796 | ICAS4033A | Assist with policy development for client support procedures | 15 | Unit of competency |
| C8800 | ICAS4109A | Evaluate system status | 20 | Unit of competency |
| C8809 | ICAS4134A | Provide first level remote help desk support | 35 | Unit of competency |
| C8795 | ICAS4023A | Provide one to one instruction | 20 | Unit of competency |
| C8867 | ICAW4027A | Relate to clients on a business level | 20 | Unit of competency |
| C5388 | ICTCC121A | Use an enterprise information system | 40 | Unit of competency |
3. Elective Units
Achieve 4 Elective Units chosen from the following sources (Listed in Recommended Order):
- other ICA40205 specialist core stream not already selected;
and/or
- from elsewhere in the ICA05 Information and Communications Technology Training Package ICA05 (at Certificate III [maximum 2 units], Certificate IV or Diploma level);
and/or
- the Business Services BSB01 (at Certificate IV or Diploma level);
and/or
- any other Training Package (up to maximum 2 units at Certificate IV or Diploma level) based on documented industry or enterprise need.
- other ICA40205 specialist core stream not already selected;
and/or
- from elsewhere in the ICA05 Information and Communications Technology Training Package ICA05 (at Certificate III [maximum 2 units], Certificate IV or Diploma level);
and/or
- the Business Services BSB01 (at Certificate IV or Diploma level);
and/or
- any other Training Package (up to maximum 2 units at Certificate IV or Diploma level) based on documented industry or enterprise need.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| C8800 | ICAS4109A | Evaluate system status | 20 | Unit of competency |
| C8751 | ICAI4188A | Install and maintain a server | 20 | Unit of competency |
| C8745 | ICAI4029A | Install network hardware to a network | 40 | Unit of competency |
| C8808 | ICAS4127A | Support system software | 45 | Unit of competency |
No information
Note
No information
Entry Requirements
Entry Requirements
The following units contain the basic fundamentals of ICT knowledge and skills for all qualifications at Certificate III in IT and above. These units or demonstrated equivalence are required for entry into this qualification:
BSBCMN106A Follow workplace safety procedures
ICAD2012B Design organisational documents using computing packages
ICAU1128B Operate a personal computer
ICAU2005B Operate computer hardware
ICAU2006B Operate computing packages
ICAU2013B Integrate commercial computing packages
ICAU2231B Use computer operating system
ICAW2001B Work effectively in an IT environment
ICAW2002B Communicate in the workplace
The following units contain the basic fundamentals of ICT knowledge and skills for all qualifications at Certificate III in IT and above. These units or demonstrated equivalence are required for entry into this qualification:
BSBCMN106A Follow workplace safety procedures
ICAD2012B Design organisational documents using computing packages
ICAU1128B Operate a personal computer
ICAU2005B Operate computer hardware
ICAU2006B Operate computing packages
ICAU2013B Integrate commercial computing packages
ICAU2231B Use computer operating system
ICAW2001B Work effectively in an IT environment
ICAW2002B Communicate in the workplace