Higher Certificate in ICT in User Support | UMP

Focus of Qualification:

This qualification provides you with foundational skills in computer hardware and software, networking, troubleshooting, and providing technical support to end-users.

Types of Roles

• Helpdesk/Service Desk Analyst: Providing first-line support, handling basic hardware and software issues, logging tickets, and escalating complex problems.
• Technical Support Technician: Troubleshooting software and hardware issues, installing and configuring systems, and providing on-site or remote support.
• Desktop Support Specialist: Supporting end-users within an organization, resolving hardware, software, and network issues.
• IT Support Assistant: Entry-level role assisting more experienced technicians, gaining hands-on experience.

South Africa Specific Considerations:

• Growing IT sector: South Africa’s developing technology sector provides opportunities in various industries.
• Demand for entry-level IT support: Many companies need skilled individuals for front-line support roles.
• Focus on Skills Development: Employers look for technical proficiency as well as good customer service and communication skills.

Potential Job Titles:

• Helpdesk Technician
• IT Support Technician
• Junior IT Support Specialist
• Service Desk Analyst
• Technical Support Assistant

Organizations to Target:

• Small and Medium-sized Businesses (SMEs): SMEs frequently need IT support but may not have large in-house IT teams.
• Call Centers: Often require technical support staff for their internal operations and client projects.
• IT Service Providers: Companies specializing in providing IT support to other businesses are a great entry point.
• Corporations: Large corporations with internal IT departments may have junior support positions.
• Schools and Educational Institutions: Providing technical support for students, staff, and computer systems.