City & Guilds Level 3 Advanced Diploma in ICT Systems Support

What you'll be able to do

• Understand networking fundamentals, including network topologies and protocols
• Know IP addressing schemes, including IPv4 and IPv6
• Configure network devices, such as routers and switches, with basic settings
• Troubleshoot basic network connectivity issues using ping and traceroute
• Understand common network topologies, such as star, bus, and ring

What you'll be able to do

• Understand fundamental networking concepts, including the OSI model and TCP/IP protocol suite
• Know routing and switching protocols, such as RIP, OSPF, and VLANs
• Configure network devices, such as routers and switches, using command-line interfaces
• Troubleshoot network issues using appropriate tools and techniques
• Understand network security principles and best practises for protecting networks from threats

What you'll be able to do

• Understand fundamental networking concepts, including network topologies and protocols
• Know about different routing protocols and their applications in network design
• Configure network devices, such as routers and switches, according to specified configurations
• Troubleshoot network issues and identify root causes of network problems
• Understand network security principles and best practises for securing network infrastructure
• Know about different Wide Area Network (WAN) technologies and their characteristics

What you'll be able to do

• Understand advanced networking concepts, including network segmentation and virtualisation
• Configure complex network devices, such as advanced routers and firewalls
• Troubleshoot complex network issues and implement effective solutions
• Understand advanced routing protocols and their implementation in enterprise networks
• Implement network security measures to protect against cyber threats

What you'll be able to do

• Understand the function of computer hardware and software components and their interaction.
• Know fundamental networking concepts, including network topologies, protocols, and addressing schemes.
• Configure network devices such as routers, switches, and firewalls.
• Troubleshoot network connectivity issues using appropriate tools and techniques.

What you'll be able to do

• Understand the components and architecture of computer hardware systems
• Diagnose hardware faults using appropriate diagnostic tools and techniques
• Repair computer hardware components, including replacing faulty parts
• Know about the process of operating system installation and configuration
• Troubleshoot software issues and resolve common software problems
• Understand the importance of preventative maintenance and be able to perform routine maintenance tasks

What you'll be able to do

• Understand the function and characteristics of various computer hardware components, including the CPU, memory, storage devices, and peripherals.
• Know the fundamental concepts of operating systems, including file systems, user management, and system configuration.
• Troubleshoot common PC problems related to hardware, software, and network connectivity.
• Install and configure computer systems, including operating systems, drivers, and applications.

What you'll be able to do

• Understand the roles and responsibilities of an IT technician, including providing technical support, troubleshooting hardware and software issues, and maintaining IT systems
• Know the common hardware components of a computer system, including the CPU, motherboard, RAM, storage devices, and peripherals
• Know common software applications used in business and personal settings, including operating systems, productivity suites, and security software
• Troubleshoot basic IT problems, such as network connectivity issues, software installation errors, and hardware malfunctions
• Understand the fundamentals of operating systems, including file management, user accounts, and system configuration

What you'll be able to do

• Understand the core principles of remote support, including service level agreements and customer expectations
• Know various remote access technologies, such as remote desktop protocols and virtual private networks (VPNs)
• Troubleshoot common IT issues remotely, using diagnostic tools and problem-solving techniques
• Communicate effectively with remote users, providing clear instructions and empathetic support
• Understand security best practises for remote support, including authentication, encryption, and data protection

What you'll be able to do

• Understand the principles and benefits of using automated procedures for ICT operating systems.
• Create automated procedures for ICT operating systems using scripting languages or automation tools.
• Test automated procedures to ensure they function correctly and achieve the desired outcomes.
• Know the security considerations associated with automated procedures, and implement measures to mitigate potential risks.

What you'll be able to do

• Understand the fundamental principles of web animation, including timing, easing, and animation techniques.
• Create web animations using appropriate software and tools, applying animation principles effectively.
• Design web graphics that are visually appealing, optimised for web use, and consistent with the website's branding.
• Know the features, capabilities, and limitations of various web design software packages.
• Integrate animations and graphics seamlessly into websites, ensuring optimal performance and user experience.
• Understand website accessibility considerations related to animation and graphics, and implement techniques to ensure inclusivity.

What you'll be able to do

• Understand the purpose and benefits of using presentations in different contexts
• Create simple presentations using appropriate software
• Effectively use presentation software features and tools
• Format presentation content to ensure clarity and visual appeal
• Deliver a simple presentation to a small audience, using appropriate techniques

What you'll be able to do

• Understand the basic structure of web pages, including the use of HTML tags and elements
• Know common HTML elements and their attributes for structuring content
• Create simple web pages using HTML, including headings, paragraphs, and lists
• Format text on web pages using HTML and CSS
• Add images to web pages using HTML

What you'll be able to do

• Understand the fundamental principles of providing effective customer support.
• Handle customer enquiries in a professional and efficient manner.
• Resolve customer issues effectively, ensuring customer satisfaction.
• Understand escalation procedures for complex or unresolved customer issues.
• Maintain accurate and up-to-date customer records.
• Provide excellent customer service, exceeding customer expectations.

What you'll be able to do

• Design multimedia presentations that are engaging and effective for the target audience.
• Create multimedia presentations incorporating various elements such as audio, video, and animation.
• Understand the principles of multimedia design, including usability, accessibility, and interactivity.
• Know different multimedia presentation techniques, including storytelling, data visualisation, and interactive elements.

What you'll be able to do

• Design ICT network software components that meet specified requirements and integrate with existing network infrastructure.
• Maintain ICT network software, including applying updates, patches, and security fixes.
• Understand network design principles, including network topologies, protocols, and addressing schemes.
• Understand network security considerations, including firewalls, intrusion detection systems, and access control mechanisms.
• Troubleshoot network software issues using appropriate diagnostic tools and techniques.

What you'll be able to do

• Understand the fundamental principles of desktop publishing and layout design
• Design advanced layouts for various types of documents using desktop publishing software
• Use desktop publishing software effectively to create professional-looking documents
• Incorporate images and text into layouts to enhance visual communication
• Create print-ready documents that meet industry standards
• Apply advanced formatting techniques to improve the appearance and readability of documents

What you'll be able to do

• Understand advanced website design principles, including usability, accessibility, and responsive design
• Plan an advanced website, considering user needs, content structure, and functionality
• Create advanced web pages using HTML, CSS, and JavaScript
• Implement website navigation using menus, links, and other interactive elements
• Test and debug a website to ensure it functions correctly and meets specified requirements

What you'll be able to do

• Understand fundamental database concepts, including data models, database management systems (DBMS), and database architecture.
• Design relational databases, including entity-relationship modelling, normalisation, and schema creation.
• Create databases using a chosen DBMS, implementing the designed schema and defining data types.
• Input data into a database, extract data using SQL queries, and manipulate data using appropriate commands.
• Understand database security principles, including user access control, data encryption, and backup/recovery procedures.

What you'll be able to do

• Design multi-page documents that meet specific client requirements and project briefs
• Create multi-page documents using desktop publishing software, incorporating text, images, and other design elements
• Know the features and functions of desktop publishing software, including layout tools, typography options, and image manipulation capabilities
• Understand the principles of effective document layout, including the use of grids, white space, and visual hierarchy
• Use text and images effectively in multi-page documents to communicate information clearly and engagingly

What you'll be able to do

• Design multi-page websites that are user-friendly, visually appealing, and meet specific client requirements
• Create multi-page websites using appropriate web development tools and technologies, incorporating text, images, and interactive elements
• Know the principles of website structure and navigation, including the use of menus, links, and sitemaps
• Understand web design principles, including colour theory, typography, and responsive design techniques
• Use HTML and CSS to structure and style web content effectively

What you'll be able to do

• Plan a presentation, including defining the target audience, objectives, and key messages.
• Design presentation slides that are visually appealing, informative, and easy to understand.
• Create a presentation using appropriate software tools and multimedia elements.
• Deliver a presentation effectively, using appropriate communication skills and techniques.

What you'll be able to do

• Understand relational database concepts, including tables, relationships, keys, and normalisation
• Design relational databases to meet specific requirements, including defining table structures and relationships
• Create relational databases using a database management system (DBMS), including creating tables, defining keys, and establishing relationships
• Implement data integrity constraints to ensure data accuracy and consistency
• Test a relational database to ensure it meets specified requirements, including data validation and performance testing

What you'll be able to do

• Understand the features and functionalities of spreadsheet software, including data entry, formatting, and analysis tools
• Design spreadsheets for specific purposes, considering user requirements and data organisation
• Create formulas and functions in spreadsheets, performing calculations and data manipulation
• Format spreadsheets for presentation, using visual elements to enhance clarity and readability
• Know data validation techniques, ensuring data accuracy and consistency in spreadsheets

What you'll be able to do

• Understand the fundamental principles of effective document design, including layout, typography, and colour theory.
• Create professional documents using appropriate software, adhering to design principles and organisational guidelines.
• Create reusable document templates that maintain consistent formatting and branding.
• Effectively utilise document production software features to enhance document quality and efficiency.
• Format documents to a professional standard, including applying styles, headings, and other formatting elements.

What you'll be able to do

• Understand the principles of effective spreadsheet design for data analysis and presentation.
• Create spreadsheets using appropriate software, incorporating data validation and formatting techniques.
• Use formulas and functions to perform calculations and manipulate data within spreadsheets.
• Analyse data using spreadsheets to identify trends, patterns, and insights.
• Present data effectively using charts and graphs generated from spreadsheets.

What you'll be able to do

• Understand the purpose and importance of ICT technical documentation in various contexts
• Plan the creation of technical documentation, considering audience, scope, and format
• Develop clear, concise, and accurate ICT technical documentation
• Review technical documentation for accuracy, clarity, and completeness
• Understand the principles and methods of version control for technical documentation

What you'll be able to do

• Understand the fundamental principles of digital home technology and its applications
• Integrate various digital home technology components and systems effectively
• Know about the different types of digital home technology systems and their functionalities
• Configure digital home technology devices and systems according to specific requirements
• Troubleshoot common issues and problems encountered in digital home technology installations

What you'll be able to do

• Dismantle a desktop computing system safely and correctly
• Assemble a desktop computing system according to specifications
• Install a desktop computing system and configure its basic settings
• Maintain a desktop computing system by performing routine checks and basic troubleshooting

What you'll be able to do

• Understand the fundamental components and functions of computing systems
• Know about customer care principles and best practices
• Follow basic customer care procedures to address customer needs
• Understand health and safety regulations and procedures in a computing environment

What you'll be able to do

• Understand ICT repair centre procedures, including customer service protocols, documentation requirements, and workflow management.
• Know health and safety requirements in an ICT repair centre, including electrical safety, manual handling, and waste disposal.
• Diagnose faults in ICT equipment using diagnostic tools, testing procedures, and troubleshooting techniques.
• Repair ICT equipment, including replacing faulty components, soldering connections, and configuring software.
• Understand quality control procedures in an ICT repair centre, including testing repaired equipment, documenting repairs, and ensuring customer satisfaction.

What you'll be able to do

• Understand ICT repair centre procedures, including health and safety regulations and organisational policies.
• Diagnose common ICT faults using appropriate diagnostic tools and techniques.
• Follow repair procedures accurately and efficiently, adhering to manufacturer guidelines and industry best practise.
• Test repaired ICT equipment to ensure functionality and performance meet required standards.

What you'll be able to do

• Monitor ICT systems to identify potential issues and ensure optimal performance.
• Operate ICT systems according to established procedures and protocols.
• Understand the key components of ICT systems, including hardware, software, and networks.
• Know common ICT system problems and their potential solutions.

What you'll be able to do

• Understand the components of a network infrastructure
• Know the key network protocols and standards
• Configure network devices such as routers and switches
• Troubleshoot network connectivity problems
• Understand fundamental network security principles
• Implement basic network security measures

What you'll be able to do

• Understand the fundamental principles of ICT systems security
• Identify potential security threats to ICT systems
• Implement security measures to protect ICT systems
• Monitor system security and detect potential breaches
• Understand security policies and procedures for ICT systems

What you'll be able to do

• Understand the components and architecture of ICT systems and networks, including hardware, software, and protocols
• Know network management principles, including monitoring, configuration, and security
• Manage ICT systems, including user accounts, software installations, and data backups
• Troubleshoot network issues, using diagnostic tools and problem-solving techniques
• Understand security considerations for ICT systems and networks, including firewalls, intrusion detection systems, and access control

What you'll be able to do

• Understand the purpose and components of ICT security policies within an organisation.
• Implement security measures in accordance with established ICT security policies.
• Monitor ICT system security to identify potential vulnerabilities and threats.
• Understand the principles and processes involved in conducting risk assessments for ICT systems.
• Respond effectively to security breaches, following established procedures and protocols.

What you'll be able to do

• Implement Windows Server 2003 in a network environment.
• Manage Windows Server 2003, including user accounts, security settings, and system resources.
• Maintain Windows Server 2003, including applying updates, troubleshooting issues, and performing backups.
• Understand the architecture of Windows Server 2003, including its core components and services.
• Know the fundamental security principles of Windows Server 2003, including authentication, authorisation, and auditing.

What you'll be able to do

• Install ICT equipment according to manufacturer's instructions and safety guidelines
• Configure ICT equipment to meet specific requirements
• Install operating systems on ICT equipment
• Configure operating systems to meet user needs and security requirements
• Test ICT equipment to ensure it is functioning correctly

What you'll be able to do

• Understand the different components of network hardware and software and their functions.
• Install network hardware according to manufacturer's instructions and industry best practices.
• Configure network software to meet specific requirements.
• Integrate network hardware and software components to create a functional network.
• Troubleshoot installation issues, identifying and resolving problems effectively.

What you'll be able to do

• Understand software installation processes, including pre-installation checks and post-installation configuration
• Configure software settings to meet user requirements and organisational policies
• Install software applications correctly and efficiently
• Maintain software updates to ensure security and functionality
• Understand software licensing requirements and compliance issues

What you'll be able to do

• Understand the function of ICT network components, including hardware and software
• Install network hardware components correctly and safely
• Configure network settings, such as IP addresses and network protocols
• Test network connectivity to ensure proper functionality
• Know basic network security principles and common security threats

What you'll be able to do

• Install ICT software on various operating systems and devices.
• Configure ICT software to meet specific user requirements and organisational policies.
• Upgrade ICT software to the latest versions, ensuring compatibility and data integrity.
• Understand the processes involved in software installation, including pre-installation checks, installation procedures, and post-installation configuration.
• Understand the various configuration options available for different types of ICT software.

What you'll be able to do

• Install Windows XP Professional on a computer system according to specified requirements
• Configure Windows XP Professional operating system settings to meet user and organisational needs
• Administer Windows XP Professional, including user account management and resource allocation
• Understand the underlying architecture of Windows XP Professional, including its key components and processes
• Troubleshoot common installation issues encountered during the Windows XP Professional installation process

What you'll be able to do

• Understand the principles of ICT equipment maintenance, including preventative and reactive maintenance
• Maintain ICT systems, including servers, networks, and client devices, ensuring optimal performance and security
• Diagnose equipment faults using appropriate tools and techniques, such as diagnostic software and visual inspection
• Repair ICT equipment, including replacing faulty components and reconfiguring systems
• Understand health and safety procedures relevant to ICT equipment maintenance, including electrical safety and manual handling

What you'll be able to do

• Understand ICT equipment maintenance procedures, including preventative and reactive maintenance
• Know health and safety requirements related to maintaining ICT equipment and systems
• Maintain ICT equipment, following established procedures and safety guidelines
• Maintain ICT systems, including software updates, security patches, and data backups
• Understand troubleshooting techniques for diagnosing and resolving ICT equipment and system problems

What you'll be able to do

• Understand the key features and functionalities of a Microsoft Windows Server 2003 environment.
• Manage user accounts, including creating, modifying, and deleting accounts.
• Maintain server security by implementing appropriate security measures.
• Monitor server performance using relevant tools and techniques.
• Troubleshoot server issues, identifying and resolving problems efficiently.
• Perform server backups to ensure data protection and recovery.

What you'll be able to do

• Plan the delivery of ICT support services to meet user needs
• Understand the processes involved in acquiring ICT systems
• Assist in the acquisition of ICT systems, including specification and procurement
• Assess user needs for ICT support and systems
• Understand resource allocation principles for ICT support services

What you'll be able to do

• Understand the key components of a Microsoft Windows Server 2003 network infrastructure, including hardware, software, and network protocols
• Plan a Windows Server 2003 network, taking into account factors such as network size, security requirements, and performance considerations
• Maintain a Windows Server 2003 network, including tasks such as user account management, security updates, and system backups
• Troubleshoot common network issues in a Windows Server 2003 environment, using appropriate tools and techniques

What you'll be able to do

• Understand the core principles of planning telecommunications services.
• Know the key factors that influence the planning of telecommunications services, including technical, economic, and regulatory considerations.
• Develop a detailed service plan for a specified telecommunications service.
• Understand the principles of resource allocation in the context of telecommunications service planning.
• Evaluate the effectiveness of a telecommunications service plan against defined criteria.

What you'll be able to do

• Understand fundamental database concepts, including tables, fields, and relationships
• Create simple databases using appropriate software tools
• Input data accurately and efficiently into a database
• Retrieve specific data from a database using queries and reports
• Understand basic data security measures to protect database integrity and confidentiality

What you'll be able to do

• Understand the functions and features of spreadsheet software.
• Enter data into a spreadsheet accurately and efficiently.
• Format data in a spreadsheet to improve readability and presentation.
• Use simple formulas to perform calculations.
• Create basic charts to visualise data.

What you'll be able to do

• Understand the features and functions of word processing software packages
• Create simple word processed documents using appropriate software
• Format text within a word processed document to meet specific requirements
• Save and print documents in appropriate formats

What you'll be able to do

• Understand various requirements elicitation techniques used in systems analysis.
• Analyse user requirements to determine system needs and functionalities.
• Document system specifications clearly and comprehensively for development purposes.
• Understand different system development methodologies, such as Agile and Waterfall.
• Create use case diagrams to visually represent system interactions and functionalities.

What you'll be able to do

• Understand the core concepts of email communication, including protocols and standards
• Send emails effectively, including composing and addressing messages
• Receive emails and manage incoming messages efficiently
• Manage email accounts, including setting up and configuring accounts
• Organise emails using folders, labels, and other organisational tools
• Understand email security threats and best practises for protecting email communications

What you'll be able to do

• Understand the key features and functions of the Microsoft Windows XP operating system
• Support users effectively by providing clear and helpful guidance
• Troubleshoot desktop application problems using appropriate diagnostic tools and techniques
• Identify common software errors based on error messages and system behaviour
• Apply basic fixes and workarounds to resolve common software issues

What you'll be able to do

• Understand the key features and functions of the Microsoft Windows XP operating system
• Diagnose and troubleshoot common issues encountered in Windows XP, such as boot problems, driver errors, and network connectivity issues
• Provide effective support to users experiencing problems with Windows XP, including clear communication and step-by-step guidance
• Identify and resolve software conflicts within a Windows XP environment, ensuring system stability and optimal performance

What you'll be able to do

• Understand different ICT system testing methodologies, including black box testing, white box testing, and grey box testing.
• Plan ICT system tests, defining test objectives, test cases, and test data.
• Execute ICT system tests, following test plans and recording test results accurately.
• Document test results clearly and concisely, including any defects or issues identified.
• Know common ICT system errors and their potential causes, enabling effective troubleshooting and resolution.

What you'll be able to do

• Understand various ICT system testing methodologies, including unit testing, integration testing, system testing, and user acceptance testing
• Plan ICT system tests, including defining test objectives, creating test cases, and selecting appropriate testing tools
• Execute ICT system tests according to the test plan, documenting the results and any issues encountered
• Analyse test results to identify defects, performance bottlenecks, and other issues
• Document test findings in a clear and concise manner, including test results, defect reports, and recommendations for improvement

What you'll be able to do

• Use digital imaging software effectively to manipulate and enhance images.
• Create images suitable for use in presentations, considering factors such as resolution and file format.
• Design presentations using digital images, incorporating them appropriately to enhance the message.
• Know the fundamental principles of visual design, including colour theory, composition, and typography.

What you'll be able to do

• Understand various internet search techniques and strategies
• Find information online using search engines and other resources
• Select relevant information from online sources based on specific criteria
• Send information electronically using email and other communication methods
• Know about internet safety and security measures to protect personal information and prevent cyber threats

What you'll be able to do

• Use the internet to find information using search engines, online databases, and other resources.
• Send information using the internet via email, file transfer, and other communication methods.
• Understand internet safety and security, including protecting personal information and avoiding online scams.
• Know different search techniques, including keyword selection, Boolean operators, and advanced search filters.

What you'll be able to do

• Understand the functions and features of word processing software, including formatting, editing, and layout tools.
• Adapt word processing documents to meet specific requirements, including changing formatting, adding content, and modifying layout.
• Merge word processing documents using mail merge functionality to create personalised documents.
• Format documents using appropriate styles, templates, and formatting options to ensure consistency and professionalism.

What you'll be able to do

• Understand desktop publishing principles, including typography, layout, and colour theory.
• Create a new publication using desktop publishing software.
• Format text and images within a desktop publishing application to a professional standard.
• Use layout tools to arrange elements on a page.
• Prepare a publication for printing, including setting up print options and creating a print-ready file.