Whitecliffe College of Technology and Innovation

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Whitecliffe College of Technology and Innovation

New Zealand Diploma in Information Technology Technical Support (L5)

IT Technical Support

Programme Overview

This programme prepares you to work in a range of entry level support roles in an organisation, which may include employment in roles such as computer technician, service desk or technical support or provide a pathway to further IT related study.

Graduates will have an awareness of the IT environment, appreciate the needs of users, and be able to provide IT technical support. They will also be able to operate within the applicable professional standards and practice, as part of a team, or independently with a broad level of supervision.

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Programme Structure

This diploma is a 120 credit programme, consisting of eight x 15 credit courses. These courses start every five weeks. The first 20 working days are the study days on the course. The last five days include a day each for revision and the final assessment, and days for study break.

Major Qualification Goals:

This qualification provides the essential core, professional and technical skills required to help you enter the IT industry in an IT Support role.

IT Core Skills

  • Apply the fundamentals of information systems concepts and practice to support and enhance organisational processes and systems.
  • Apply the fundamentals of IT technical support concepts and practice to manage hardware and software resources to meet organisational requirements.
  • Apply the fundamentals of interaction design concepts and practice to enhance interface design.
  • Apply the principles of software development to create simple working applications.
  • Apply communication, personal and interpersonal skills to enhance effectiveness in an IT role.
  • Use problem-solving and decision-making techniques to provide innovative and timely Information Technology outcomes.
  • Apply professional, legal, and ethical principles and practices in a socially responsible manner as an emerging IT professional.

IT Technical Support Focused

  • Select, install and configure IT hardware and systems software to meet organisational requirements
  • Apply a broad operational knowledge of networking, and associated services and technologies to meet typical organisational requirements.
  • Configure and administer systems and applications to meet typical organisational IT support requirements.
  • Apply a broad operational knowledge of database administration to meet typical organisational data storage and retrieval requirements.
  • Troubleshoot and resolve a range of common system problems using appropriate tools and procedures.
  • Identify common issues related to IT security and apply a range of solutions.
  • Demonstrate an operational knowledge and understanding of IT service management to meet typical organisational customer service requirements.

Industry Certifications:

    This qualification offers training towards these internationally recognised IT certifications:

  • CompTIA A+ 220-901
  • CompTIA A+ 220-902
  • CompTIA Network+ N10-006


  • Full-time study: 40 Weeks
    20 hours on campus/week - Monday to Thursday + 15 hours/week home study
  • Part-time study: 80 Weeks
    10 hours on campus/week - Monday to Thursday + 7.5 hours/week home study (Note: Part-time study is only available to domestic students).

Choose to study in the morning, afternoon or evening shift. Saturday mornings are also available.

2019 Start Dates

  • Intakes are now closed for 2018.
  • Next intakes are 28 January and 4 March

Course content and learning outcomes

IT Systems

  • Hardware concepts and components
  • Software components and configuration
  • Operating system concepts and configuration
  • IT support concepts
  • Systems security concepts and tools
Learning Outcomes:
  • Install and configure hardware and software components of computer architecture
  • Configure a variety of operating systems
  • Explain the hardware and software components of a network, including the Internet
  • Apply the fundamentals of IT technical support concepts and practice to manage hardware and software resources to meet organisational and end user requirements
  • Discuss a range of security concepts, tools and techniques

Data Handling and Web Concepts

  • Structured Query Language (SQL), to give students the skill and knowledge to use the basics of Microsoft SQL Server
  • Designing websites which gives an understanding of website design using HTML5 and CSS
  • Networking fundamentals - an understanding of the basic concepts of computer networks
Learning Outcomes:
  • Apply the relational model of database design
  • Employ a range of common SQL statements
  • Analyse and solve data handling problems
  • Design and build a website, using appropriate techniques, taking usability and communication into account
  • Discuss the legal, ethical and security related issues surrounding gathering, storing, accessing and sharing information
  • Test and reflect on the usability of a website focussing on its ability to communicate its content clearly

Professional Practice

  • Legal and regulatory considerations relevant to IT
  • Ethical decision-making
  • Professional conduct and codes of practice
  • Personal effectiveness
  • Information presentation techniques
  • Business context of IT, information systems, initiation and management of IT projects
Learning Outcomes:
  • Discuss legislation that relates to the IT industry
  • Explain the importance of ethical behaviour and evaluate the main ethical considerations facing IT professionals
  • Discuss the organisational context and impact of IT on business
  • Apply information presentation skills
  • Apply personal and interpersonal skills including, leadership, teamwork and relationship management
  • Develop and propose a solution to meet a business need
  • Understand role of information systems in an organisation and explain how they support organisational goals

Programming Principles

  • Creating procedural and object oriented programs using Python
  • Mathematical and logical concepts underpinning programming
Learning Outcomes:
  • Compare and contrast a range of design principles, including human computer interaction and accessibility
  • Create, debug and test simple programs using fundamental programming constructs, principles and tools
  • Work with both procedural and objected oriented methods
  • Demonstrate understanding of the objectives, people involved, tasks and deliverables of each stage in the systems development life cycle
  • Use a variety of number bases such as binary, decimal and hexadecimal

Computer Servicing Skills

  • Installing and configuring systems and software
  • Operational knowledge of networking
  • Troubleshooting using appropriate tools and procedures
Learning Outcomes:
  • Describe common computer architecture
  • Analyse the relationship between computer hardware and the operating system
  • Describe a range of operating systems
  • Describe a variety of networking components
  • Configure a range of network services
  • Configure and administer a range of hardware resources
  • Troubleshoot a range of problems using appropriate tools and procedures

Operating Systems

  • Configuring and administering systems and software
  • Managing and configuring network security
  • Troubleshooting using appropriate tools and procedures
  • Application types
  • Common computer architecture
Learning Outcomes:
  • Configure and administer a range of software resources
  • Use graphical and command line interfaces
  • Describe organisational requirements, such as performance capacity and business continuity
  • Troubleshoot a range of software and security problems using appropriate tools and procedures
  • Describe a range of security issues and solutions such as unauthorised access, authentication and human behaviour
  • Describe common network operating system architecture
  • Investigate network operating system concepts related to hardware and the operating system
  • Administer and configure a range of network hardware resources, network services and application types
  • Troubleshoot a range of networking problems using appropriate tools and procedures


  • Operational knowledge of networking
  • Configuring and administering systems and applications
  • Troubleshooting using appropriate tools and procedures
  • IT security issues
Learning Outcomes:
  • Explain the purpose and properties of networking components and services
  • Compare and contrast a range of networking technologies and standards
  • Configure and administer a range of networking resources
  • Troubleshoot a range of networking hardware and software problems
  • Describe a range of network security problems

Systems Administration and Management

  • Database management and administration
  • Virtualisation
  • IT service management
Learning Outcomes:
  • Understand and apply database management system (DBMS) concepts to administer a database
  • Create queries to manipulate a database
  • Apply DBMS optimisation, security and backups
  • Discuss virtualisation and cloud services
  • Discuss the role and responsibilities of the helpdesk team
  • Understand how IT service management operates within an established framework


Download Programme Guide

Web Development Programme Guide


What do I need to start?

  • All Students: A minimum of 42 credits at NCEA Level 3, including 14 credits in Digital Technologies or Computing AND a minimum of 10 credits in Maths AND 10 credits in English at Level 2 or above,
    OR Equivalent knowledge, skills and experience.
  • If you do not have the above NCEA requirements or equivalent IT-related qualification, you can take our Skills and Knowledge Assessment which can be taken online on any device. Contact us at info@cpp.ac.nz to request a link to this equivalency assessment.
  • Have access to a desktop computer, laptop or tablet with broadband Internet connection for home study.
  • International Students: An additional English language requirement must also be met - IELTS 5.5 (with no band less than 5.0) or equivalent. Testing must have taken place with two years of qualification commencement. Students may be exempt from IELTS requirements if they can provide clear evidence that satisfies one of NZQA’s criteria for existing English proficiency. < See NZQA website for more details. (Note: CPP is a category 2 provider)

Programme Fees

If you are a first-time tertiary student and NZ citizen you may be eligible for FEES FREE study in 2019. For more details visit: www.feesfree.govt.nz

Fees include all campus based learning materials needed to successfully complete this diploma. External IT vendor certificate exams are not included.

Domestic Student Fees:

2019: $6,797  (GST inclusive).

If you plan to pay your fees by Student Loan and/or apply for a Student Allowance, you need to apply online at www.studylink.govt.nz and clicking on their APPLY NOW link. The application will work out what you are entitled to and will allow you to apply.

International Student Fees:

2019: $17,999   (GST inclusive).

Career Opportunities

Graduates of this diploma will have the skills and knowledge to work in roles such as computer technician, help desk and technical support officer, and entry level network administrator, network engineer, and applications support analyst roles.

    Future Career Possibilities
  • Network Manager
  • Service Manager
  • Technical Manager
  • Help Desk Manager
  • Workshop Manager
  • Self Employed

Further Study Options

Upon successful completion of the Level 5 Diploma students can further enhance their IT career opportunities with the following Level 6 Programmes in 2018.

How to Enrol

Apply to Enrol Online


Computer Power Plus specialises in IT training. You can study IT at one of our three training centres: Auckland, Wellington, Christchurch.