Level 4 Certificate in ICT Support in Education: Practitioner – Outcome 1
Higher National Unit specification: statement of standards
Unit title: ICT Support in Education: Practitioner
Unit code: F81L 34
The sections of the Unit stating the Outcomes, Knowledge and/or Skills, and Evidence Requirements are mandatory.
Please refer to Knowledge and/or Skills for the Unit and Evidence Requirements for the Unit after the Outcomes. Where evidence for Outcomes is assessed on a sample basis, the whole of the content listed in the Knowledge and/or Skills section must be taught and available for assessment. Candidates should not know in advance the items on which they will be assessed and different items should be sampled on each assessment occasion.
Outcome 1
Describe the role of the service desk and demonstrate an understanding of security management within an ICT educational infrastructure Knowledge and/or Skills ♦ Purpose of a service desk
♦ Benefits of a service desk in an educational establishment
♦ Types of service desk
♦ Functions of a service desk, roles and responsibilities
♦ Service desk relationships
♦ Purpose of security management in ensuring the reliability, availability and security of service
Evidence Requirements
Candidates will need to provide evidence to demonstrate their Knowledge and/or Skills by showing that they can:
♦ understand the purpose of the service desk: reasons, benefits and challenges of a service desk approach.
♦ know the types of service desk: local, remote and virtual.
♦ understand the responsibilities of a service desk, single point of contact, recording, evaluating/monitoring, reporting and communication.
♦ know features of a service desk: location, users, roles and responsibilities, communication, technologies, databases including Configuration Management Data Base (CMDB).
♦ understand the functions of a service desk: contact, logging, evaluating/diagnostics, escalation.
♦ know service desk employee skill set: roles and responsibilities, interpersonal skills, ownership, customer focus, ICT understanding.
♦ understand the functions of security management: firewalls to prevent unauthorised access, monitoring software, malware protection software.
♦ demonstrate knowledge of service desk relationships: incident, problem and configuration management.
