EOS IT Support Service L1

Occupational Standard: Information Technology Support Service
Occupational Code: ICT ITS
NTQF Level I
ICT ITS1 01 0811 ICT ITS1 02 0811 ICT ITS1 03 0811

Connect Hardware Install Software Record Client Support
Peripherals Application Requirements

Protect Application or Maintain Equipment and Operate Personal
System Software Software Inventory and Computer
Documentation

Apply Quality Work with Others Receive and Respond
Standards to Workplace
Communication
ICT ITS1 10 0811 ICT ITS1 11 0811

Demonstrate Work Develop
Values Understanding of
Entrepreneurship
Ministry of Education Information Technology Support Service Version 3

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Copyright Ethiopia Occupational Standard August 2011
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Occupational Standard: Information Technology Support Service Level I
Unit Title Connect Hardware Peripherals
Unit Code ICT ITS1 01 0811
Unit Descriptor This unit defines the competence required to connect
hardware peripherals according to instructions and a
workstation or networked computer to the internet.
Elements Performance Criteria
1. Confirm 1.1 Client peripherals are identified requirements and

requirements of confirmed in accordance with organizational
client standards
1.2 Client requirements and peripherals needed are
documented in line with organizational standards and
findings are reported to the appropriate person
1.3 Client requirements are verified with appropriate
person in line with organizational standards and
reporting procedures
1.4 Action must be taken to ensure client support
expectations are covered by vendor warranty and
support services
2. Obtain 2.1 Peripherals are obtained under instruction from
required appropriate person
peripherals 2.2 Peripherals are entered into equipment inventory
according to organizational standards
2.3 Validate that contents of delivered components and
physical contents match the packing list and resolve
discrepancies, if necessary
2.4 Peripherals are stored according to vendor/manual
guidelines
3. Connect 3.1 Timeframe for installation schedule is verified with the
hardware client in accordance with the organization requirements
peripherals 3.2 Old peripherals are removed and/or replaced with
minimum disruption to clients taking into account
environmental considerations and OHS standards
3.3 New peripherals are connected with minimum
disruption to clients and taking into account the
operating system procedures
3.4 The computer is configured to accept the new
peripherals

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3.5 Hardware peripherals are tested and confirm client
satisfaction, particular attention must be paid to
possible impact on other systems and adjustments are
made as required
4. Connect 4.1 Workstations are connected to the internet through
workstation to the the existing internet connection and functionality
internet confirmed
4.2 Internet browser software is launched to enable access
to the internet and functionality confirmed
Variable Range
Occupational Health May include but not limited to:
& Safety (OH&S) Occupational health and Safety aspects of relevant
organizational activities must be considered May include
correct posture, lighting, type of desk, type of monitor, style
of chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length
of time in front of computer. May also include licensing-
related and physical safety considerations such as general
electrical safety and cabling, power supply and leads as
they apply to computer and peripheral installations
Peripherals May include but not limited to:
 printers, scanners, tape cartridges
 speakers, multimedia kits
 personal computer, modems
 input equipment may include mouse, touch pad,
keyboard, pens
 mobile phones, palmtops and personal digital assistants
(PDAs), laptops, and desktop computers
 bluetooth devices, universal serial bus (USB), firewire
(IEEE 1394)
Organizational  personal use of emails and internet access, content of
standards emails, downloading information and accessing particular
websites, opening mail with attachments, virus risk (MS
windows OS and Mac OS only), dispute resolution,
document procedures and templates, communication
methods and financial control mechanisms
Appropriate person supervisor, teacher, authorized business representative or
client
Operating system May include but not limited to:
 Win 98/ME/2000/XP, Sun Solaris/SunOS, HP-UX, AIX,
Silicon Graphics IRIX, DEC, VMS, Mac OS X, Linux,
NetWare
Client May include but not limited to:
 internal departments, external organizations, individual

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people and employees
Equipment May include but not limited to:
 workstations, personal computers, modems or other
connectivity devices, printers, hard drives, monitors,
switches, hubs, personal digital assistant (PDA) and
other peripheral devices
OHS standards May include but not limited to:
 correct posture, lighting, type of desk, type of
Internet connection May include but not limited to:
 dial-up, cable, ISDN, broadband or satellite
Business May include but not limited to:
requirements  speed of access, money available, technical support
required and other specific internet needs
Features May include but not limited to:
 May be in relation to cost, connectivity, services,
connection type and support
Workstation May include but not limited to:
 personal computers, networked computers, laptops
Software May include but not limited to:
 commercial, in-house, packaged or customized software
Connection device May include but not limited to:
 ADSL modem, cable modem or ISDN
Vendor instructions user manual, written instructions from meetings, verbal
request or help desk
 Linux 7.0 or above, Windows 2000 or above, Apple OS X
or above
Internet browser May include but not limited to:
software  Netscape Navigator, Internet Explorer, Mozilla, Opera.
Internet An interconnected system of networks that connects
computers around the world via TCP/IP or FTP protocols
Tools and equipment May include but not limited to:
 Organization’s hardware blueprint
 Vendor support staff (on call if assessment is a live
activity)
 Additional staff if required to support the assessment
 Hardware peripherals and workstation
 Personal computer
 Internet connection
 Modem or other connectivity device
 Network tool kits

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Evidence Guide
Critical aspects of Demonstrates skills and knowledge in:
Competence  safely connect hardware peripherals according to
vendor instructions with a minimum of down time to the
system (competence is required in the connection of five
different peripherals)
 ability to interpret vendor manuals in relation to the
storage and connection of hardware peripherals
 application of OHS regulations relating to working
with electrical equipment
 ability to connect a workstation or networked
computers to the internet
Underpinning Demonstrates knowledge of:
Knowledge and  OHS procedures for electrical equipment
Attitudes  inventory procedures
 organizational guidelines relating to external
suppliers and vendors
 technical systems
 operating systems
 creating communication with ISP and telecom
service organizations
 help desk and maintenance practices
 current industry-accepted hardware and software
products, with broad knowledge of general features and
capabilities and detailed knowledge in some areas
 input/output devices the range of internet service
providers (ISPs) and the varying plans, technologies and
services they offer
Underpinning Skills Demonstrates skills to:
 Connect hardware peripherals
 Connect workstation to the internet
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment,
and to information on workplace and OHS practices.
Methods of Competency may be assessed through:
Assessment  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting

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Unit Title Install Software Application
Unit Descriptor This unit defines the competence required to install or
upgrade basic software applications using a commercial
applications program.
1. Determine 1.1 Client requirements are documented and reported to

software and appropriate person in accordance with the workplace
upgrade standard
requirements 1.2 Act on instructions to meet client requirements in line with
organizational requirements
2. Obtain software 2.1 Application program that best conforms to
or software requirements and organizational policies are investigated
upgrade and selected
2.2 Application program under instruction is obtained from
appropriate person
2.3 Licensing requirements and record are determined in
line with organizational guidelines
2.4 Target computer is ensured to conform with the
minimum hardware and operating system requirements
of the application program
3. Install or 3.1 New or upgraded software are installed in accordance
upgrade with appropriate person or organizational instructions
software 3.2 Installation process is completed efficiently and
effectively with minimal disruption
3.3 Testing and acceptance are carried out in line with
corporate guidelines, paying particular attention to
possible impact on other systems
3.4 Ensure client requirements are satisfied in accordance
with the organizational standard
3.5 Outstanding client issues are referred to appropriate
person as necessary

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Variable Range
people and internal employees
Application May include but not limited to:
program  database programs, word processors, email programs,
internet browsers ,system browsers and spreadsheets
Licensing May include but not limited to:
requirements  type of license, cost of license, support provided, and
number of licenses required
Computer May include but not limited to:
 laptops, workstations and servers
Hardware May include but not limited to:
 workstations, personal computers
 modem or other connectivity device, including dsl
modems
 networks
 remote sites
 servers
Operating System May include but not limited to:
or above.
Software May include but not limited to:
 commercial software applications; organization-specific
software
Impact May be in relation to installation time, effect on normal
business, problems and data entry.
Organizational May include but not limited to:
requirements  guidelines, corporate purchasing, licensing arrangements
and budget
Occupational May include but not limited to:
Health and Safety  correct posture, lighting, and type of desk, type of monitor,
(OHS) style of chair, typing position, repetitive strain injury
prevention, ventilation, light position, correct lifting method,
and length of time in front of computer
 licensing-related and physical safety considerations such
as general electrical safety and cabling, power supply and
leads as they apply to computer and peripheral
installations
Tools and May include but not limited to:
equipment  basic computer maintenance tool kit
 computer, antivirus software , recovery software, safety
tools

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Evidence Guide
Critical aspects of Assessment must confirm the ability to install software
Competence applications through operating system instructions and to
configure computer to accept new software or upgrade.
Knowledge and  organizational guidelines for purchasing
Attitudes  licensing arrangements and responsibilities
 software copyright responsibilities
 operating systems supported by the organization
 hardware storage devices
 input/output devices
 client business domain
 technical writing and reporting
Underpinning Demonstrates skills to:
Skills  determine software or software upgrade requirements
 provide general customer service
 perform decision making in a limited range of options
 problem solving of known problems in routine procedures
 plain English literacy and communication skills in relation to
the presentation of information
 report writing skills for business requiring some analysis and
evaluation of information in a defined range of areas
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Competency may be assessed through:
Methods  Interview / Written Test / Oral Questioning

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Unit Title Record Client Support Requirements
Unit Descriptor This unit defines the competence required to record,
prioritize and escalate client support requests.
1. Log requests 1.1 Client support requests and requirements are recorded
for support according to organizational standards
1.2 Client support history and details are reviewed
1.3 The information is checked and requested for accuracy
and urgency according to organizational standards
2. Prioritize 2.1 Relevant guidelines are identified for prioritizing or

support requests rating client requests
with appropriate 2.2 Client requests are prioritized based on its criticality or
personnel impact on the business
2.3 Requests are referred to an appropriate person or
department for assistance
2.4 Appropriate persons involved with client support are to
be communicated
Variable Range
people and employees
Organizational May include but not limited to:
standards  Variables may include but are not limited to:
 Security procedures
 Logged call procedures
 Client liaison policy
 Escalation procedures
 Preventative maintenance and diagnostic policy
 Roles and technical responsibilities in the IT
department
 Vendor and product service-level support agreements
Appropriate person May include but not limited to:
 a supervisor, teacher, vendor business representative,
help desk person or subject matter expert

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Evidence Guide
Critical aspects of Assessment must confirm the ability to:
Competence  accurately log calls and record,
 prioritize and escalate client support requests according
to organizational policy and procedures
Knowledge and  organizational procedures for rating and prioritizing client
Attitudes requests
 broad knowledge of escalation procedures
 roles and responsibilities of it division
 broad knowledge of maintenance procedures
 business scheduling requirements
 current business practices in relation to preparing reports
and documents
 broad knowledge of diagnostic tools
 basic analytical concepts for questioning and gathering
information
Underpinning Skills Demonstrates skills to:
 log requests for support
 perform questioning and active listening in clarifying
client requirements and gathering important information
 customer service skills in relation to receiving requests
for support
 skills in handling difficult clients in relation to receiving
requests for support
 conflict resolution skills in relation to receiving requests
for support
 writing reports and workplace documentation
Implication situations, including work areas, materials and equipment,
and to information on workplace practices and OHS
practices.

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Unit Title Protect Application or System Software
Unit Descriptor This unit defines the competence required to keep application
or system software working effectively. It includes detecting
and removing destructive software
1. Ensure user 1.1 Modify default user settings to ensure that they conform
accounts are to security policy
controlled 1.2 Previously created user settings are modified to ensure
they conform to updated security policy
1.3 Ensure legal notices displayed at logon are appropriate
1.4 Appropriate utilities are used to check strength of
passwords and consider tightening rules for password
complexity
1.5 Emails are monitored to uncover breaches in compliance
with legislation
1.6 information services are accessed to identify security
gaps and take appropriate action using hardware and
software or patches
2. Detect and 2.1 Common types of destructive software are defined and
remove identified
destructive 2.2 Virus protection compatible with the operating system
software in use are selected and installed
2.3 Advanced systems of protection are described in order
to understand further options
2.4 Software updates on a regular basis are installed
2.5 Software security settings are configured to prevent
destructive software from infecting computer
2.6 Virus protection software are run and/or scheduled on a
regular basis
2.7 Detected destructive software are reported to appropriate
person and remove the destructive software
3. Identify and 3.1 Common types of spam are defined and identified
take action to 3.2 Appropriate action is taken in order to protect
stop spam unauthorized access of spammers
3.3 Spam filters are configured and used

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3.4 Spams are reported and documented to identify the
security threats and be able to perform recommended
action
Variable Range
Destructive May include but not limited to:
Software  Viruses, File viruses, System sector viruses, Macro viruses,
Worms, Trojans, Logic bombs and Spy ware
Virus protection May include but not limited to:
 There are various antivirus software applications available.
Some include: F-Secure, McAfee, Panda Antivirus,
Protector Plus Antivirus, Symantec's Norton Antivirus,
Command Antivirus, Vet. AMI virus
 Linux 6.0, 7.0 or above, Windows 98, Windows 2000 or
above, Apple OS 8 or above
Software Updates May include but not limited to:
 Service packs and service releases, Security patches,
Automatic online updates, and Virus scanning engine
Updates and Virus definition updates
Spam May include but not limited to:
 unsolicited commercial electronic messaging, where
electronic messaging covers emails, instant messaging,
SMS and other mobile phone messaging, but does not
cover normal voice-to-voice communication by telephone
Appropriate action May include but not limited to:
 Delete the spam
 Block the sender by configuring spam filter.
 Unsubscribe from mailing list, if company is reputable.
Maintenance May include but not limited to:
 on-site response, remote diagnostics or return to depot
Tools and May include but not limited to:
equipment  appropriate software and diagnostic tools
 computer hardware
 records and reports

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Evidence Guide
Critical aspects of Assessment must ensure the ability to establish :
Competence  safe work practices,
 siting requirements for system hardware and associated
peripheral devices,
 maintenance practices and determine appropriate
hardware quality standards
 Assessment must confirm the ability to identify, isolate
and protect a system from destructive software by
installing virus protection and software updates and to
identify and take counter-action against SPAM.
Knowledge and  General OH&S principles and responsibilities
Attitudes  OH&S principles specific to equipment powered by
mains electricity
 Viruses, worms and other security issues
 System hardware and associated peripherals functions
 Potential environmental effects of common types of
hardware
 Importance of maintenance
 Handling of high-impedance devices
 Communication skills
 Span of quality levels in common hardware
 Software related to hardware operations
 Basic knowledge of identification of spam and virus
intrusions and appropriate remedial action
 Broad general knowledge of operating systems
supported by the organization
 Broad general knowledge of computer hardware
 Basic knowledge types protective applications used
against viruses and spam
 Spam Act and associated guidelines
Skills  Establish location requirements for hardware and
peripherals
 Establish maintenance practices
Implication situations, including work areas, materials and equipment, and
to information on workplace practices and OHS practices.

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Maintain Inventories of Equipment, Software and
Unit Title
Documentation
Unit Descriptor This unit defines the competence required to record and store
details of software, hardware and technical documentation.
1. Document and 1.1 Hardware inventory is maintained that creates a profile

update or description of each piece of equipment
inventory 1.2 Software inventory and licenses are maintained and
updated, as required, particularly when upgrading
software
1.3 Storage of user documentation or technical manuals are
recorded and organized
2. Store technical 2.1 Action is taken to ensure software, hardware and
documentation equipment not in use, stored in a manner as
recommended by technical manuals
2.2 Ensure technical documentation is stored securely
2.3 Technical documentation are accessed and disseminated
as required by clients
Variable Range
Occupational May include but not limited to:
Health & Safety Correct posture, lighting, and type of desk, type of monitor,
(OH&S) style of chair, typing position, repetitive strain injury
prevention, ventilation, light position, correct lifting method,
and length of time in front of computer. May also include
licensing-related and physical safety considerations such as
general electrical safety and cabling, power supply and leads
as they apply to computer and peripheral installations.
Hardware  list of personal computers, networked systems, personal
inventory organizers, communications equipment
 peripherals may include printers, scanners, tape cartridges,
speakers, multimedia kits; keyboard equipment, including
mouse, touch pad, keyboard and pens
Equipment May include but not limited to:
 workstations, personal computers, modems or other
connectivity devices, printers, hard drives, monitors,
switches, hubs, personal digital assistants and other
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peripheral devices
Software inventory list of commercial software applications; organization-specific
or customized software; word processing, spreadsheet,
database, graphic, mail, internet browsers; and presentation
functionalities
Evidence Guide
Critical aspects of Assessment must confirm the ability to:
Competence  accurately and regularly update and maintain the
software, equipment and technical documentation
inventory according
 identify storage and retrieval policy and procedures
 software licensing requirements are adhered to
according to vendor specifications
 inventories are regularly accessed and kept up-to-date
 demonstrate workplace documentation and
maintenance of technical manual
Underpinning Demonstrates:
Knowledge and  Basic understanding of software licensing requirements
Attitudes  Broad knowledge of inventory principles and procedures
 Storage of equipment and software
 Inventory principles and concept; techniques and
procedures
Skills  perform inventory activities
 document and update inventory
 store technical documentation
 writing reports and documentation
 literacy skills in regard to workplace documentation and
technical manuals
to information on workplace practices and OHS practices.
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Unit Title Operate Personal Computer
Unit Descriptor This unit defines the competence required to operate a
personal computer, including starting the PC, logging in, using
and understanding desktop icons and their links to underlying
programs, navigating a directory structure, saving work,
printing, closing down the PC and word processing .
1. Start the 1.1 Peripheral device connections for correct position are
computer checked
1.2 Input voltage for the device based on the OHS
standards are checked
1.3 Power at both the power point and computer are
switched on
2. Access basic 2.1 User name and password are inserted as prompted and
system noted access, privacy, security and related conditions of
information use displayed on introductory screens
2.2 Operating system are navigated to access system
information to identify system configuration and
application versions in operation
2.3 On-line help functions are used as required
3. Navigate and 3.1 Desktop icons are created and customized
Manipulate 3.2 Desktop icons are selected, opened and closed to access
desktop application programs
environment
3.3 Application windows are manipulated and desktop
returned to original conditions
4. Organize basic 4.1 Directories and subdirectories are created and named
directory/ folder 4.2 Attributes of directories are identified
structure and
files 4.3 Subdirectories between directories are moved
4.4 Directories as required are renamed
4.5 Directories and subdirectories are accessed via different
paths
5. Organize files 5.1 System browser are used to search drives for specific
for user and/or files
organisation 5.2 Most commonly used types of files in the directories are
requirements accessed
5.3 Groups of files are selected, opened and renamed as
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required
5.4 Files between directories are moved
5.5 Files to disks are copied
5.6 Deleted files are restored as necessary
5.7 Disks are erased and formatted as necessary
6. Print 6.1 Printers are added if required and ensured to have
information correct printer settings
6.2 Default printer are changed if appropriate
6.3 Information is printed from an installed printer
7. Operate 7.1 Documents and customize basic settings are created to
application meet page layout conventions
software 7.2 Document and create tables are formatted
7.3 Images and use mail merge are added
7.4 Basic print settings and print documents are selected
Variable Range
Peripheral device May include but not limited to:
 mouse, keyboard, visual display unit, monitor and printer
OHS standards May include but not limited to:
 correct posture, lighting, type of desk, type of monitor, style
of chair, typing position, repetitive strain injury prevention,
ventilation, light position, correct lifting method, and length
of time in front of computer
 may also include physical safety considerations such as
general electrical safety and cabling, power supply and
leads as they apply to computer and peripheral
installations
Computer May include but not limited to:
 laptops, workstations, servers or other devices
Operating System May include but not limited to:
or above
System May include but not limited to:
information  hardware and software components that run a computer
On-line help  instruction manual or a portion of the manual, integrated
functions into the program.
Application May include but not limited to:
programs  database programs, word processors, email programs,
internet browsers, system browsers and spreadsheets
Attributes May include but not limited to:
 Indicates several properties of the directory, for example,
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they indicate whether the directory is read-only, whether it
needs to be backed up, and whether it is visible or hidden
System browser May include but is not limited to Windows explorer
Disks May include but not limited to:
 floppy disks, CDs, CD-RW (compact disks-read write),
DVD RW, zip disks, flash drives, solid state hard drives
Printer settings May include but not limited to:
 layout, paper size, paper tray, cartridge type, number of
copies, orientation
Evidence Guide
Critical aspects of  Must confirm the ability to use software, navigate around
Competence the desktop, use system features to perform tasks, and
save results of work
 Must ensure the ability to create open and retrieve
documents, customize basic settings, format documents,
create tables, add objects and images, and save and print
documents
Knowledge and  Organizational benchmarks for minimum typing skills,
Attitudes including speed and accuracy
 Creating and opening documents
 Formatting documents
 Inserting tables and images
 Saving, printing and closing documents
 Mail merge function
 Basic keyboarding skills
 Computer functions
 Basic parts of a computer and various hardware
components
 Storage devices and basic categories
 Basic software operation
Skills  Access basic system information
 Operate application software

to information on workplace and OHS practices.
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Unit Title Apply Quality Standards
Unit Descriptor This unit covers the skills and knowledge required in applying
quality standards in providing information technology support
service.

1. Assess own 1.1 Completed work is checked against workplace standards
work relevant to the operations being undertaken
1.2 An understanding is demonstrated on how the work
activities and completed work relate to the next process
and to the final appearance of the activity.
1.3 Faulty pieces or final products are identified and isolated in
accordance with company policies and procedures
1.4 Faults and any identified causes are recorded and reported
in accordance with workplace procedures
2. Assess quality 2.1 Received materials, articles or final product are checked
of received against workplace standards.
articles
2.2 Materials, articles or products are measured using the
appropriate measuring instruments in accordance with
workplace procedures
2.3 Causes of any identified faults are identified and corrective
actions are taken in accordance with workplace
procedures
3. Record 3.1 Basic information on the quality performance is recorded in
information accordance with workplace procedures
3.2 Records of work quality are maintained according to the
requirements of the company
4. Study causes 4.1 Causes of deviations from final products are investigated
of quality and reported in accordance with workplace procedures
deviations
4.2 Suitable preventive action is recommended based on
workplace quality standards and identified causes of
deviation from specified quality standards of materials or
final product
5. Complete 5.1 Information on quality and other indicators of production
documentation performance is recorded.
5.2 All production processes and outcomes are recorded.
Variable Range
Quality check  Visual inspection

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 Physical output/outcome
 Check against design/specifications
Quality standards  Materials
 Component parts
 Final product / service
 Processes / procedures
Quality  Product / application variations
parameters  Materials and documentation
 Damage and imperfections
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence  Checked completed work continuously against workplace
standard
 Identified and isolated faulty parts or final product
 Checked received materials, component parts or final
product against workplace standards
 Identified and applied corrective actions on the causes of
identified faults
 Recorded basic information regarding quality performance
 Investigated causes of deviations against standard
 Recommended suitable preventive actions
Underpinning  Relevant quality standards, policies and procedures
Knowledge and  Characteristics of materials used
Attitudes  Safety environment aspects of production processes
 Relevant quality checking procedures
 Workplace procedures
 Reporting procedures
Underpinning  Interpret work instructions, specifications, standards and
Skills patterns appropriate to required work and specifications
 Carry out relevant visual inspections of output
 Maintain accurate work records in accordance with
procedures
 Communicate effectively within defined procedures
Resource The following resources should be provided:
Implications  Access to relevant workplace or appropriately simulated
environment where assessment can take place
 Materials relevant to the proposed activity or task
Methods of Competence may be assessed through:
Assessment  Interview/ Written exam
 Observation/Demonstration
Context for Competence may be assessed in the work place or in a
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Unit Title Work with Others
Unit Descriptor This unit covers the skills, knowledge and attitudes required to
develop workplace relationship and contribute in workplace
activities.
1. Develop 1.1 Duties and responsibilities are done in a positive

effective manner to promote cooperation and good relationship.
workplace 1.2 Assistance is sought from workgroup when difficulties
relationship arise and addressed through discussions.
1.3 Feedback provided by others in the team is encouraged,
acknowledged and acted upon.
1.4 Differences in personal values and beliefs are respected
and acknowledged in the development.
2. Contribute to 2.1 Support is provided to team members to ensure
work group workgroup goals are met.
activities 2.2 Constructive contributions to workgroup goals and tasks
are made according to organizational requirements.
2.3 Information relevant to work is shared with team members
to ensure designated goals are met.
Variable Range
Duties and  Job description and employment arrangements
responsibilities  Organization’s policy relevant to work role
 Organizational structures
 Supervision and accountability requirements including OHS
 Code of conduct
Work group  Supervisor or manager
 Peers/work colleagues
 Other members of the organization
Feedback on  Formal/Informal performance appraisal
performance  Obtaining feedback from supervisors, colleagues and clients
 Personal, reflective behavior strategies
 Routine organizational methods for monitoring service
delivery
Providing support  Explaining/clarifying
to team members  Helping colleagues and providing encouragement
 Providing feedback to another team member
 Undertaking extra tasks if necessary

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Organizational  Goals, objectives, plans, system and processes
requirements  Legal and organization policy/guidelines
 OHS policies, procedures and programs
 Ethical standards
 Defined resources parameters
 Quality and continuous improvement processes and
standards
Evidence Guide
Competence  provided support to team members to ensure goals are met
 acted on feedback from clients and colleagues
 accessed learning opportunities to extend own personal
work competencies to enhance team goals and outcomes
Underpinning Demonstrate knowledge of :
Knowledge and  relevant legislation that affects operations, especially with
Attitude regards to safety
 why cooperation and good relationships are important
 organization’s policies and procedures
 how to elicit and interpret feedback
 workgroup member’s responsibilities and duties
 Importance of demonstrating respect and empathy in
dealings with colleagues
 how to identify and prioritize personal development
opportunities and options
Underpinning Demonstrate skills to:
Skills  read and understand the organization’s policies and work
procedures
 write simple instructions for particular routine tasks
 interpret information gained from correspondence
 Communication skills to request advice, receive feedback
and work with a team
 plan and organize work priorities and arrangement
 select and use technology appropriate to a task
 relate to people from a range of social, cultural and ethnic
backgrounds
Resource Access to relevant workplace or appropriately simulated
Implications environment where assessment can take place
Assessment  Direct observations / Observation of simulation or role play
Context of Competence may be assessed in workplace or in a simulated
Assessment workplace setting
TOP
Unit Title Receive and Respond to Workplace Communication

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Unit Descriptor This unit covers the knowledge, skills and attitudes required to
receive, respond and act on verbal and written communication.
1. Follow routine 1. Required information is gathered by listening attentively

spoken and correctly interpreting or understanding information/
messages instructions
2. Instructions/information are properly recorded
3. Instructions are acted upon immediately in accordance
with information received
4. Clarification is sought from workplace supervisor on all
occasions when any instruction/information is not clear
2. Perform 2.1 Written notices and instructions are read and
workplace interpreted correctly in accordance with organizational
duties following guidelines
written notices 2.2 Routine written instruction are followed in sequence
2.3 Feedback is given to workplace supervisor based on the
instructions/information received
Variable Range
Written notices Refers to :
and instructions  Handwritten and printed material
 Internal memos
 External communications
 Electronic mail
 Briefing notes
 General correspondence
 Marketing materials
 Journal articles
Organizational May include:
Guidelines  Information documentation procedures
 Company policies and procedures
 Organization manuals
 Service manual
Evidence Guide

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Competence  Demonstrated knowledge of organizational procedures for
handling verbal and written communications
 Received and acted on verbal messages and instructions
 Demonstrated competence in recording
instructions/information
Underpinning  Knowledge of organizational policies/guidelines in regard to
Knowledge and processing internal/external information
Attitudes  Ethical work practices in handling communications
 Communication process
Underpinning  Conciseness in receiving and clarifying
Skills messages/information/communication
 Accuracy in recording messages/information
Resource  Note pads
Implications  Pens
Methods of  Direct Observation
Assessment  Oral interview or written test
Context of  Competence may be assessed individually in the actual
Assessment workplace or through accredited institution
TOP

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Occupational Standard: Information Technology support service
Unit Title Demonstrate Work Values
Unit Descriptor This unit covers the knowledge, skills, and attitude in
demonstrating proper work values.
1. Define the 1.1 One’s unique sense of purpose for working and the ‘whys’
purpose of of work are identified, reflected on and clearly defined for
work one’s development as a person and as a member of
society.
1.2 Personal mission is in harmony with company’s values
2. Apply work 2.1 Work values/ethics/concepts are classified and
values/ethics reaffirmed in accordance with the transparent company
ethical standards, policies and guidelines.
2.2 Work practices are undertaken in compliance with
industry work ethical standards, organizational policy and
guidelines
2.3 Personal behavior and relationships with co-workers
and/or clients are conducted in accordance with ethical
standards, policy and guidelines.
2.4 Company resources are used in accordance with
transparent company ethical standard, policies and
guidelines.
3. Deal with 3.1 Company ethical standards, organizational policy and
ethical guidelines on the prevention and reporting of unethical
problems conduct are accessed and applied in accordance with
transparent company ethical standard, policies and
guidelines.
3.2 Work incidents/situations are reported and/or resolved in
accordance with company protocol/guidelines.
3.3 Resolution and/or referral of ethical problems identified are
used as learning opportunities.
4. Maintain 4.1 Personal work practices and values are demonstrated
integrity of consistently with acceptable ethical conduct and
conduct in the company’s core values.
workplace 4.2 Instructions to co-workers are provided based on ethical,
lawful and reasonable directives.
4.3 Company values/practices are shared with co-workers
using appropriate behavior and language.
Variable Range

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Work May include but are not limited to:
values/ethics/  Commitment/ Dedication
concepts  Sense of urgency
 Sense of purpose
 Love for work
 High motivation
 Orderliness
 Reliability and Dependability
 Competence
 Goal-oriented
 Sense of responsibility
 Being knowledgeable
 Loyalty to work/company
 Sensitivity to others
 Compassion/Caring attitude
 Balancing between family and work
 Sense of nationalism
Work practices  Quality of work
 Punctuality
 Efficiency
 Effectiveness
 Productivity
 Resourcefulness
 Innovativeness/Creativity
 Cost consciousness
 5S
 Attention to details
 Violent/intense dispute or argument
Incidents/situation  Gambling
s  Use of prohibited substances
 Pilferages
 Damage to person or property
 Vandalism
 Falsification
 Bribery
 Sexual Harassment
 Blackmail
Company  Consumable materials
resources  Equipment/Machineries
 Human
 Time
 Financial resources
Instructions  Verbal
 Written
Evidence Guide
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Critical Aspects Assessment requires evidence that the candidate:
of Competence  Defined one’s unique sense of purpose for working
 Clarified and affirmed work values/ethics/concepts
consistently in the workplace
 Demonstrated work practices satisfactorily and consistently
in compliance with industry work ethical standards,
organizational policy and guidelines
 Demonstrated personal behavior and relationships with co-
workers and/or clients consistent with ethical standards,
policy and guidelines
 Used company resources in accordance with company
ethical standard, policies and guidelines.
 Followed company ethical standards, organizational policy
and guidelines on the prevention and reporting of unethical
conduct/behavior
Underpinning  Occupational health and safety
Knowledge  Work values and ethics
 Company performance and ethical standards
 Company policies and guidelines
 Fundamental rights at work including gender sensitivity
 Work responsibilities/job functions
 Corporate social responsibilities
 Company code of conduct/values
 Balancing work and family responsibilities
Underpinning  Interpersonal skills
Skills  Communication skills
 Self awareness, understanding and acceptance
 Application of good manners and right conduct
Resource The following resources must be provided:
Implications  Workplace or assessment location
 Case studies/Scenarios
Methods of Competency may be assessed through:
Assessment  Interview
 Demonstration/Observation
TOP

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Unit Title Develop Understanding of Entrepreneurship
Unit Descriptor This unit covers skills, knowledge and attitude required to
understand the principles, functions, strategies and methods
of entrepreneurship. It also covers identifying and developing
the major entrepreneurial competences.

1. Describe and 1.1 The principles, concept and terminology of
explain the entrepreneurship are analyzed and discussed
principles, 1.2 The different / various forms of enterprises in the
concept and community are identified and their roles understood
scope of entre-
preneurship 1.3 The identified enterprises are categorized and classified
1.4 The terms and elements involved in the concept of
enterprising, both on a personal level and in the context
of being enterprising in business are identified and
interpreted
1.5 Functions of entrepreneurship in business and how the
entrepreneurs improved business and economic
environment are explained
2. Discuss how to 2.1 Self-employment as an alternative option for an individual
become economic independence and personal growth is
entrepreneur discussed and analyzed
2.2 Advantages and disadvantages of self-employment are
discussed and explained
2.3 Entrepreneurial characteristics and traits are identified
and discussed
2.4 Self-potential is assessed to determine if qualified to
become future entrepreneur
2.5 Major competences of successful entrepreneurship are
identified and explained
3. Discuss how to 3.1 The importance and role of business entrepreneurship in
organize an the society are discussed and correlated to the
enterprise operations of the economy
3.2 Facts about small and medium enterprises are
discussed, clarified and understood
3.3 Key success factor in setting up small and medium
business are identified and explained
3.4 Business opportunities are identified and assessed
3.5 Business ideas are generated using appropriate tools,
techniques and steps
3.6 Procedures for identifying suitable market for business
are discussed and understood
Page 28 of 31
3.7 Major factors to consider in selecting a location for a
business are identified and discussed
3.8 Basic types of business ownership are identified and
explained
3.9 Amount of money needed to start an enterprise
estimated and distinction between pre operations and
initial operation payments clarified
3.10 Advantages and disadvantages of using various sources
of capital to start an enterprise are identified
4. Discuss how to 4.1 Disadvantages and advantages of three alternative
operate an means of becoming an entrepreneur are identified and
enterprise understood
4.2 Process of hiring and managing people is discussed and
explained
4.3 The importance and techniques of managing time are
discussed and understood
4.4 The techniques and procedures of managing sales are
discussed and explained
4.5 Factors to consider in selecting suppliers and the steps to
follow when doing business with them are identified and
discussed
4.6 Awareness of how new technologies can affect small and
medium business are developed
4.7 Characteristics of appropriate technology for use in small
and medium business are identified and explained
4.8 Different types of cost that occur in a business and how
to manage them are discussed and understood
4.9 Factors and procedures in knowing the cost of the
enterprise are discussed and understood
4.10 Importance of financial record keeping and preparing
simple financial statement are explained and understood
4.11 The application of self-management skills and negotiation
skills are discussed in operating a business
4.12 Risk assessment and management of business
enterprise are performed
5. Develop one’s 5.1 Process of preparing/ writing a business plan is discussed
own business and applied
plan 5.2 Standard structure and format are applied in preparing
business plan
5.3 Findings of the business plan are interpreted, assessed
and analyzed
5.4 Feasibility of the business idea is made clear and
understandable
5.5 Problems that may arise or encounter when starting a
business are identified and understand
5.6 Techniques and procedures in obtaining and sourcing
Page 29 of 31
information are discussed and understood
Variables Range
Classification  Private vs public
 Profit vs non-profit
 Formal vs Non-formal
 Individual vs Community
 Local vs Foreign
 Business vs Social
 Small vs Large
 Manufacturing vs Service
 Consumer vs Industrial
Major factors  Economics (local economy)
 Population
 competition
Three alternative  Buying an existing business
 Starting a new business
 Operating a franchising business
Evidence Guide
Competence  explained principles and concept of entrepreneurship
 discussed how to become entrepreneur
 discussed how to organize an enterprise
 discussed how to operate an enterprise
 develop business plan
Underpinning Demonstrate knowledge of:
Knowledge and  Entrepreneurship principles, concepts and terminologies
Attitudes  Entrepreneurial competence
 Entrepreneurial motivation
 Risk assessment and evaluation
 Principles and process of negotiations
 Self-management and self-employment
 Managing sales, people and time
 Factors in setting up small and medium business
 Small and Medium Enterprise
 Business plan development
 Discussion techniques and procedures
Underpinning Demonstrate skills in:
Skills  Planning and Leading
 Presentation skills
 Using technology
 Managing money

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 Preparing simple financial statement
 Selecting suppliers
Resource The following resources must be provided:
Implications  Tools, equipment and facilities appropriate to the proposed
activities
 Materials relevant to the proposed activities
Assessment  Interview/Written Test
 Demonstration/ Observation with Oral Questioning

Page 31 of 31

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EOS IT Support Service L1

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Occupational Standard: Information Technology Support Service

Occupational Code: ICT ITS

ICT ITS1 01 0811 ICT ITS1 02 0811 ICT ITS1 03 0811

ICT ITS1 04 0811 ICT ITS1 05 0811 ICT ITS1 06 0811

ICT ITS1 07 0811 ICT ITS1 08 0811 ICT ITS1 09 0811

ICT ITS1 10 0811 ICT ITS1 11 0811

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

1. Confirm 1.1 Client peripherals are identified requirements and

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

1. Determine 1.1 Client requirements are documented and reported to

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

2. Prioritize 2.1 Relevant guidelines are identified for prioritizing or

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

1. Document and 1.1 Hardware inventory is maintained that creates a profile

Elements Performance Criteria

Resources Access is required to real or appropriately simulated

Elements Performance Criteria

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

1. Develop 1.1 Duties and responsibilities are done in a positive

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

1. Follow routine 1. Required information is gathered by listening attentively

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

Elements Performance Criteria

Ministry of Education Information Technology Support Service Version 3

Ministry of Education Information Technology Support Service Version 3

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