COMPETENCY STANDARD

FOR

IT SUPPORT SERVICE
(ICT Sector)

Level: 03

Competency Standard Code: CS-ICT-ITSS-L3-EN-V1

National Skills Development Authority

Prime Minister’s Office, Bangladesh
 Contents
Introduction ................................................................................................................. 2
Overview ..................................................................................................................... 3
Level Descriptors of NSQF (BNQF 1-6) ......................................................................... 4
Approval of Competency Standard ................................................................................. 7
List of Abbreviations..................................................................................................... 5
Course Structure ........................................................................................................... 8
Units & Elements at Glance ........................................................................................... 9
Generic Competencies ................................................................................................. 13
GU005L3V1: Carryout Workplace Interaction in English ............................................... 14
Sector Specific Competencies ...................................................................................... 17
SUICT02L2V1: Use Office Application Software .......................................................... 18
SUICT03L2V1: Access Information using Internet ........................................................ 22
Occupation Specific Competencies ............................................................................... 25
OUTSS01L3V1: Interpret IT Support Services Fundamentals ......................................... 26
OUITSS02L3V1: Perform PC Assembling .................................................................... 29
OUITSS03L3V1: Install and Use Operating System and Optimize Utilities ...................... 33
OUITSS04L3V1: Perform Basic Networking ................................................................ 36
OUITSS05L3V1: Install and Configure Application and Utility Software ......................... 40
OUITSS06L3V1: Perform Basic Data Backup and Recovery .......................................... 43
OUITSS007L3V1: Maintain and Troubleshoot Personal Computer .................................. 46
Development of Competency Standard ......................................................................... 49
Validation of Competency Standard by Standard and Curriculum Validation Committee
(SCVC) ..................................................................................................................... 50
Copyright................................................................................................................... 51

Page 1 of 52
Introduction
The NSDA aims to enhance an individual’s employability by certifying completeness with
skills. NSDA works to expand the skilling capacity of identified public and private training
providers qualitatively and quantitatively. It also aims to establish and operationalize a
responsive skills ecosystem and delivery mechanism through a combination of well-defined
set of mechanisms and necessary technical supports.

Key priority economic growth sectors identified by the government have been targeted by
NSDA to improve current job skills along with existing workforce to ensure required skills to
industry standards. Training providers are encouraged and supported to work with industry to
address identified skills and knowledge to enable industry growth and increased employment
through the provision of market responsive inclusive skills training program. "IT Support
Service" is selected as one of the priority occupations of Information and Communication
Technology Sector. This standard is developed to adopt a demand driven approach to training
with effective inputs from Industry Skills Councils (ISC’s), employer associations and
employers.

Generally, a competency standard informs curriculum, learning materials, assessment and

certification of trainees enrolled in Skills Training. Trainees who successfully pass the
assessment will receive a qualification in the National Skills Qualification Framework (NSQF)
under Bangladesh National Qualification Framework (BNQF) and will be listed on the
NSDA’s online portal.

This competency standard is developed to improve skills and knowledge in accordance with
the job roles, duties and tasks of the occupation and ensure that the required skills and
knowledge are aligned to industry requirements. A series of stakeholder consultations,
workshops were held to develop this document.

The document also details the format, sequencing, wording and layout of the Competency
Standard for an occupation which is comprised of Units of Competence and its corresponding
Elements.

Page 2 of 52
Overview
A competency standard is a written specification of the knowledge, skills and attitudes required
for the performance of an occupation, trade or job corresponding to the industry standard of
performance required in the workplace.
The purpose of a competency standards is to:
▪ provide a consistent and reliable set of components for training, recognising and
assessing people’s skills, and may also have optional support materials
▪ enable industry recognised qualifications to be awarded through direct assessment of
workplace competencies
▪ encourage the development and delivery of flexible training which suits individual and
industry requirements
▪ encourage learning and assessment in a work-related environment which leads to
verifiable workplace outcomes
Competency standards are developed by a working group comprised of representative from
NSDA, Key Institutions, ISC, and industry experts to identify the competencies required of an
occupation in Informal Sector.
Competency standards describe the skills, knowledge and attitude needed to perform
effectively in the workplace. CS acknowledge that people can achieve technical and vocational
competency in many ways by emphasizing what the learner can do, not how or where they
learned to do it.
With competency standards, training and assessment may be conducted at the workplace or at
training institute or any combination of these.
Competency standards consist of a number of units of competency. A unit of competency
describes a distinct work activity that would normally be undertaken by one person in
accordance with industry standards.
Units of competency are documented in a standard format that comprises of:
▪ unit title
▪ nominal duration
▪ unit code
▪ unit descriptor
▪ elements and performance criteria
▪ variables and range statement
▪ curricular content guide
▪ assessment evidence guides
Together, all the parts of a unit of competency:
▪ describe a work activity
▪ guide the assessor to determine whether the candidate is competent or not yet competent
The ensuing sections of this document comprise of a description of the relevant occupation,
trade or job with all the key components of a unit of competency, including:
▪ a chart with an overview of all Units of Competency for the relevant occupation, trade or
job including the Unit Codes and the Unit of Competency titles and corresponding
Elements
▪ the Competency Standard that includes the Unit of Competency, Unit Descriptor,
Elements and Performance Criteria, Range of Variables, Curricular Content Guide and
Assessment Evidence Guide.

Page 3 of 52
Level Descriptors of NSQF (BNQF 1-6)

Level & Job Knowledge Domain Skills Domain Responsibility Domain

classification

Comprehensive actual and

Specialised and wider range of
theoretical knowledge
cognitive and practical skills Work under broad guidance and
within a specific work or
6-Mid-Level required to provide leadership in self-motivation to execute strategic
study area with an
Manager/ Sub the development of creative and operational plan/s. Lead lower-
awareness of the validity
Assistant solutions to defined problems. level management. Diagnose and
and limits of that
Engineer Communicate professional issues resolve problems within and among
knowledge, able to analyse,
and solutions to the team and to work groups.
compare, relate and
external partners/users.
evaluate.
Broad knowledge of the Broad range of cognitive and
underlying, concepts, practical skills required to Work under guidance of
principles, and processes in generate solutions to specific management and self-direction to
a specific work or study problems in one or more work or resolve specific issues. Lead and
5-Supervisor
area, able to scrutinize and study areas. Communicate take responsibility for the work and
break information into parts practice-related problems and actions of group/team members.
by identifying motives or possible solutions to external Bridge between management.
causes. partners.
A range of cognitive and practical
skills required to accomplish
Broader knowledge of the
tasks and solve problems by
underlying, concepts, Work under minimal supervision
selecting and applying the full
principles, and processes in in specific contexts in response to
4-Highly range of methods, tools, materials
a specific work or study workplace requirements. Resolve
Skilled and information. Communicate
area, able to solve problems technical issues in response to
Worker using technical terminology and
to new situations by workplace requirements and
IT technology with partners and
comparing and applying lead/guide a team/ group.
users as per workplace
acquired knowledge.
requirements.

Basic cognitive and practical

skills required to use relevant
Moderately broad
information in order to carry out
knowledge in a specific
tasks and to solve routine Work or study under supervision
work or study area, able to
3-Skilled problems using simple rules and with considerable autonomy.
perceive ideas and abstract
Worker tools. Communicate with his Participate in teams and
from drawing and design
team and limited external responsible for group coordination.
according to workplace
partners upholding the values,
requirements.
nature and culture of the
workplace
2-Semi Skilled Basic understanding of
Skills required to carry out
Worker underpinning knowledge
simple tasks, communicate with
in a specific work or study Work or study under supervision in
his team in the workplace
area, able to interpret and a structured context with limited
presenting and discussing
apply common scope of manipulation
results of his work with required
occupational terms and
clarity.
instructions.
Elementary understanding
Specific Basic skills required to
of ability to interpret the
carry out simple tasks. Interpret
underpinning knowledge Work under direct supervision in a
1 –Basic occupational terms and present
in a specific study area, structured context with limited
Skilled Worker the results of own work within
able to interpret common range of responsibilities.
guided work environment/
occupational terms and
under supervision.
instructions.

Page 4 of 52
List of Abbreviations

NSDA National Skills Development Authority

BMET Bureau of Manpower Employment and Training
ILO International Labor Organization
ISC Industry Skills Council
NSQF National Skills Qualifications Framework
SCVC Standards and Curriculum Validation Committee
SEIP Skills for Employment Investment Program
STP Skills Training Provider
UoC Unit of Competency
GUI Graphical User Interface
ESD Electro-static discharge
IC Integrated circuit
ICT Information and Communication Technology
IT Information technology
LCD Liquid Crystal Display
OHS Occupational health and safety
PPE Personal protective equipment
RAM Random Access Memory
USB Universal serial bus
OS Operating System
BIOS Basic Input Output System
URL Uniform Resource Locator
ISP Internet Service Provider
CMOS Complementary Metal-oxide Semiconductor
IDE Integrated Drive Electronics
SATA Serial Advanced Technology Attachment
PATA Parallel Advanced Technology Attachment
HDD Hard Disk Drives

Page 5 of 52
SSD Solid-state Drives
NVMe Non-Volatile Memory Express
SOHO Small Office Home Office
LAN Local Area Network
WAN Wide Area Network
NIC Network Interface Card
MBR Master Boot Record
GPT GUID Partition Table

Page 6 of 52
 Approval of Competency Standard

Name and Designation Signature

Dulal Krishna Saha

Executive Chairman (Secretary)
National Skills Development Authority

Md. Nurul Amin

Member (Registration & Certification)
Joint Secretary
National Skills Development Authority
Quamrun Naher Siddiqua
Member (Coordination & Assessment)
Joint Secretary
National Skills Development Authority
Dr. Md. Ziauddin
Member (Admin & Finance)
Joint Secretary
National Skills Development Authority
Alif Rudaba
Member (Planning & Skills Standard)
Joint Secretary
National Skills Development Authority

Page 7 of 52
 Competency Standards for National Skill Certificate – 3 in
IT Support Service in ICT Sector
Course Structure

Nominal
UoC
SL Unit Code and Title Duration
Level
(Hours)

Generic Competencies 15

1. GU05L2V1 Carry Out Workplace Interaction in English 3 15

Sector Specific Competencies 40

2. SUICT02L2V1 Use Office Application Software 2 25

3. SUICT03L2V1 Access Information Using Internet 2 15

Occupation Specific Competencies 305

4. OUITSS01L3V1 Interpret IT Support Service Fundamentals 3 20

5. OUITSS02L3V1 Perform PC Assembling 3 70

Install and Use Operating System and 60

6. OUITSS03L3V1 3
Optimize Utilities

7. OUITSS04L3V1 Perform Basic Networking 3 50

OUITSS05L3V1 Install and Configure Application and 15

8. 3
Utility Software

9. OUITSS06L3V1 Perform Basic Data Backup and Recovery 3 60

Maintain and Troubleshoot Personal 30

10. OUITSS07L3V1 3
Computer

Total Nominal Learning Hours 360

Page 8 of 52
Units & Elements at Glance

Generic Competencies

Duration
Code Unit of Competency Elements of Competency
(Hours)
1. Interpret workplace
communication and etiquette
2. Read and understand workplace
documents
Carry out workplace 3. Participate in workplace meetings
GU05L2V1 15
interaction in English and discussions
4. Practice professional ethics at
workplace

Page 9 of 52
Sector Specific Competencies

Duration
Code Unit of Competency 1. Elements of Competency
(Hours)

1. Operate computer
2. Use word processor to
prepare/create documents
Use office application
SUICT02L2V1 3. Use spreadsheet to create 25
software
/prepare worksheets
4. Use presentation software to
create / prepare presentation

Access information 1. Access resources from internet

SUICT03L2V1 15
using internet 2. Use and manage electronic mail

Page 10 of 52
Occupation Specific Competencies

Duration
Code Unit of Competency Elements of Competency
(Hours)

1. Interpret concepts of IT
support services
2. Interpret IT devices and
Interpret IT Support infrastructure
OUITSS01L3V1 20
Services Fundamentals 3. Interpret problem solving
method in IT system
4. Interpret customer support
services in IT system
1. Prepare for assemble
2. Disassemble hardware
components
3. Assemble hardware
OUITSS02L3V1 Perform PC Assembling components 70
4. Modify BIOS setting
5. Store and Clean tools and
equipment
1. Prepare for installation of
Operating System (OS)
Install and Use Operating 2. Install operating system
OUITSS03L3V1 System and Optimize 3. Install required driver 60
Utilities 4. Perform user management

1. Interpret the concept of

networking
2. Interpret the network layout
3. Connect devices to the
Perform Basic
OUITSS04L3V1 existing network 50
Networking
4. Troubleshoot in existing
network
5. Create documentation for
maintenance
1. Prepare for installation and
configuration
2. Install and configure
Install and Configure
application software
OUITSS05L3V1 Application and Utility 15
3. Install and configure utility
Software
software
4. Install and configure security
software

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 1. Interpret backup and data
recovery
Perform Basic Backup 2. Perform OS backup
OUITSS06L3V1 60
and Recovery 3. Perform user data backup
4. Perform email backup
5. Perform backup recovery
1. Prepare for troubleshoot
2. Identify the problem
Maintain and
3. Identify the possible cause of
OUITSS07L3V1 Troubleshoot Personal 30
fault
Computer
4. Fix the problem
5. Update document

Page 12 of 52
Generic Competencies

Page 13 of 52
 GU05L3V1: Carryout Workplace Interaction in
Unit Code and Title
English
Nominal Hours 15 Hours
This unit covers the knowledge, skills and attitudes required to
carry out workplace interaction. It specifically includes –
interpreting workplace communication and etiquette; reading
Unit Descriptor
and understand workplace documents; participating in
workplace meetings and discussions; and practicing
professional ethics at workplace.

Performance Criteria
Elements of
Bold & Underlined terms are elaborated in the range of
Competency
variables.

1.1 Workplace code of conducts are interpreted as per

organizational guidelines
1.2 Appropriate lines of communication are maintained with
1. Interpret workplace
supervisors and colleagues
communication and
1.3 Workplace interactions are conducted in a courteous
etiquette
manner to gather and convey information
1.4 Questions about routine workplace procedures and
matters are asked and responded as required
2.1 Workplace documents are interpreted as per standard
2.2 Assistance is taken to aid comprehension when required
from peers / supervisors
2. Read and understand 2.3 Visual information / symbols / signage’s are understood
workplace documents and followed
2.4 Specific and relevant information are accessed from
appropriate sources
2.5 Appropriate medium is used to transfer information and
ideas
3.1 Team meetings are attended on time and followed meeting
procedures and etiquette
3. Participate in
3.2 Own opinions are expressed and listened to those of others
workplace meetings
without interruption
and discussions
3.3 Inputs are provided consistent with the meeting purpose
and interpreted and implemented meeting outcomes
4. Practice professional 4.1 Responsibilities as a team member are demonstrated and
ethics at workplace kept promises and commitments made to others

Page 14 of 52
 4.2 Tasks are performed in accordance with workplace
procedures
4.3 Confidentiality is respected and maintained
4.4 Situations and actions considered inappropriate or which
present a conflict of interest are avoided
Range of Variables

Variable Range (may include but not limited to):

1.1 Effective questioning
1. Courteous Manner 1.2 Active listening
1.3 Speaking skills
2.1 Notes
2.2 Agenda
2.3 Simple reports such as progress and incident reports
2.4 Job sheets
2. Workplace Procedures 2.5 Operational manuals
and Matters 2.6 Brochures and promotional material
2.7 Visual and graphic materials
2.8 Standards
2.9 OSH information
2.10 Signs
3.1 HR department
3. Appropriate Sources 3.2 Managers
3.3 Supervisors
Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent and recent and meet the
requirements of the current version of the Unit of Competency
Assessment required evidence that the candidate:
1.1 followed workplace code of conducts as per organizational
1. Critical aspects of guidelines
competency 1.2 interpreted workplace documents as per standard
1.3 interpreted workplace instructions and symbols
1.4 interpreted and implemented meeting outcomes

2.1 Workplace communication and etiquette

2. Underpinning
2.2 Workplace documents, signs and symbols
Knowledge
2.3 Meeting procedure and etiquette

3.1 Demonstrating performance of workplace communication

3. Underpinning Skills and etiquette
3.2 Following workplace instructions and symbol

Page 15 of 52
 3.3 Following workplace code of conducts is as per
organizational guidelines
3.4 Interpreting workplace documents as per standard
3.5 Interpreting and implementing meeting outcomes
4.1 Commitment to occupational health and safety
4.2 Promptness in carrying out activities
4.3 Sincere and honest to duties
4. Underpinning 4.4 Environmental concerns
Attitudes 4.5 Eagerness to learn
4.6 Tidiness and timeliness
4.7 Respect for rights of peers and seniors in workplace
4.8 Communication with peers and seniors in workplace
The following resources must be provided:
5. Resource Implications 5.1 Relevant tools, Equipment, software and facilities needed
to perform the activities.
5.2 Required learning materials.
Methods of assessment may include but not limited to:
6. Methods of 6.1 Written test
Assessment 6.2 Demonstration
6.3 Oral questioning
7.1 Competency assessment must be done in a training centre
or in an actual or simulated work place after completion of
7. Context of Assessment the training module
7.2 Assessment should be done by NSDA certified/ nominated
assessor

Accreditation Requirements
Training Providers must be accredited by National Skills Development Authority (NSDA),
the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit
towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.

Page 16 of 52
Sector Specific Competencies

Page 17 of 52
Unit Code and Title SUICT02L2V1: Use Office Application Software

Nominal Hours 25 hours

Unit Descriptor This unit covers the knowledge, skills and attitude required
to use office application software.
It specifically includes operating computer, using word
processor to prepare/create documents, using word processor
to prepare/create documents, using spread sheet packages to
create /prepare worksheets, using presentation packages to
create / prepare presentation
Elements of Competency Performance Criteria
Bold and underlined terms are elaborated in the range of
variables
1. Operate computer 1.1 Peripherals are checked and connected with
computer properly
1.2 Power cords / adapter are connected properly with
computer and power outlets socket safely
1.3 Computer is switched on gently
1.4 PC desktop / GUI settings are arranged and
customized as per requirement
1.5 Files and folders are Manipulated as per requirement
2. Use word processor to 2.1 Word processor is selected and started
prepare/create 2.2 Documents are created as per requirement
documents 2.3 Contents are entered
2.4 Documents are formatted
2.5 Paragraph and page settings are performed
2.6 Document is previewed and printed
3. Use spread sheet 3.1 Spreadsheet applications are selected and started
packages to create 3.2 Worksheets are created as per requirement
/prepare worksheets 3.3 Data are entered
3.4 Functions are used for calculating and editing logical
operation
3.5 Sheets are formatted as per requirement
3.6 Charts are created
3.7 Charts/ Sheets are previewed and printed
4. Use presentation 4.1 Appropriate presentation applications are selected
packages to create / and started
prepare presentation 4.2 Presentation is created as per requirement
4.3 Image, Illustrations, text, table, symbols and media
are entered as per requirements
4.4 Presentations are formatted and animated
4.5 Presentations are previewed and printed
Range of Variables
Variable Range (May include but not limited to: )
1. Peripherals 1.1 Monitor

Page 18 of 52
 1.2 Keyboard
1.3 Mouse
1.4 Modem
1.5 Scanner
1.6 Printer
2. Desktop/GUI settings 2.1. Icons
2.2. Taskbar
2.3. Appearance
2.4. Resolutions
3. Word processor 3.1. MS Word processor
3.2. Open office word processor
3.3. Google docs
3.4. Libreoffice
4. Documents 4.1. Word documents
4.2. Standard CV / Bio-Data with different text & fonts,
image and table.
4.3. Application / Official letter with proper paragraph and
indenting, spacing, styles, Illustrations, Tables, Header
& Footers and symbols.
4.4. Standard report / newspaper items with column,
footnote and endnote, drop cap, indexing and page
numbering.
5. Contents 5.1 Text
5.2 Table
5.3 Symbols
5.4 Header & Footer
6. Formatted. 6.1 Bold
6.2 Italic
6.3 Underline
6.4 Font size, colour,
6.5 Change case
6.6 Alignment and intend
7. Spread sheet 7.1 MS Excel
applications 7.2 LibreOffice Calc
7.3 OpenOfficeOrg
7.4 Google sheet
8. Functions 8.1 Mathematics
8.2 Logical
8.3 Simple Statistical
9. Sheets 9.1 Salary sheet with sorting, filtering and chart
9.2 Mark/Grade /Tabulation sheets for simple result
processing
10. Charts 10.1 Column
10.2 Pie
10.3 line
10.4 bar

Page 19 of 52
11. Presentation 11.1 MS PowerPoint Presentation
applications 11.2 Google Slides
11.3 Prezi
11.4 LibreOffice impress
Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent and recent and meet the
requirements of the current version of the unit of competency.
1. Critical aspects of Assessment requires evidences that the candidate:
competency 1.1 created, opened, copied files and folders
1.2 renamed, deleted and sorted
1.3 completed operating system installations
1.1 completed application software installations are as per
standard
1.2 used functions for calculating and editing logical
operation in spread sheet
1.3 entered image, illustrations, text, table, symbols and
media into presentation slide and animation is shown as
per requirements
1.4 configured appropriate printer settings
1.5 printed document
2. Underpinning knowledge 2.1 Desktop items
2.2 Type of Bangla keyboard layout
2.3 Different type of software and application packages
2.4 Use of word processor, spread sheet and presentation
software
2.5 Type of printers
2.6 Type of charts, Impotence of chart
2.7 Different type of math and logical functions.
3. Underpinning skill 3.1 Starting computer
3.2 Running application software
3.3 Managing desktop item
3.4 Manipulating files and folders
4. Required attitude 4.1 Commitment to occupational health and safety
4.2 Promptness in carrying out activities
4.3 Sincere and honest to duties
4.4 Environmental concerns
4.5 Eagerness to learn
4.6 Tidiness and timeliness
4.7 Respect for rights of peers and seniors in workplace
4.8 Communication with peers, sub-ordinates and seniors
in workplace
5. Resource implication 5.1 Relevant tools, equipment, software and facilities
needed to perform the activities
5.2 Required learning material
6. Methods of assessment 6.1 Written test
6.2 Demonstration
6.3 Oral questioning
7. Context of assessment 7.1 Competency assessment must be done in a training
center or in an actual or simulated work place after
completion of the training module

Page 20 of 52
 7.2 Assessment should be done by NSDA certified/
nominated assessor
Accreditation Requirements
Training Providers must be accredited by National Skills Development Authority (NSDA),
the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit
towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.

Page 21 of 52
Unit Code and Title SUICT03L2V1: Access Information using
Internet
Nominal Hours 15 hours
Unit Descriptor This unit covers the knowledge, skills and attitude required
to access information using internet.
It specifically includes the tasks of accessing resources
from internet, using and managing electronic mail.
Elements of Competency Performance Criteria
Bold and Underlined terms are elaborated in the range of
variables.
1. Access resources from 1.1 Appropriate internet browsers are selected and
internet installed.
1.2 Netiquette principles are interpreted
1.3 Netiquette principles are followed.
1.4 Web address / URL is written/selected in /from
address bar as per requirement.
1.5 Information is accessed using Search engine
1.6 Video / Information are downloaded from / to web
site/social media.
1.7 Video / Information are shared from / to web
site/social media.
1.8 Video / Information are uploaded from / to web
site/social media.
1.9 Web based Services are used as per requirement.
2. Use and manage electronic 2.1. Email service are interpreted
mail 2.2. Email account is created
2.3. Document is attached and sent to different types of
recipients
2.4. Email is read, forwarded, replied and deleted as per
requirement
2.5. Custom email folders are created and
manipulation is performed
2.6. Email message is printed
Range of Variables

Variable Range (May include but not limited to:)

1. Browsers 1.1 Mozilla Firefox

1.2 Google chrome
1.3 Microsoft edge
1.4 Opera
2. Search engines 2.1. Google
2.2. Yahoo
2.3. Pipilika

Page 22 of 52
 2.4. Msn
2.5. Bing
3. Social media. 3.1 Facebook
3.2 Twitter
3.3 Pinterest
3.4 LinkedIn
3.5 YouTube
3.6 Quora
4. Web based services 4.1 Drive
4.2 Calendar
4.3 Google meet
4.4 Zoom
4.5 Team
4.6 Google docs
4.7 Google sheet
4.8 Google slide
4.9 Map
4.10 Translator
5. Email services 5.1 Free mail services –Gmail, Yahoo, Hotmail
5.2 Web mail services.
6. Manipulation 6.1 Delete
6.2 Copy
6.3 Move
6.4 Sort
6.5 Archive
Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent and recent and meet the
requirements of the current version of the Unit of Competency.
1. Critical aspects of Assessment requires evidences that the candidate:
competency 1.1 downloaded / uploaded video / Information from /
to web site
1.2 prepared and attached documents and sent to
different types of recipients
2. Underpinning knowledge 2.1. Internet
2.2. WWW
2.3. Web site
2.4. Web address
2.5. URL
2.6. Web browsers
2.7. Search engines
2.8. Information
2.9. Social media
2.10. Web based services

Page 23 of 52
 2.11. Folder manipulation
2.12. Email services platform
2.12.1. Gmail
2.12.2. Yahoo
2.12.3. Hotmail
2.12.4. Webmail
3. Underpinning skill 3.1 Accessing and sharing resources from internet
3.2 Downloading /uploading file, documents and video
from /to web sites
3.3 Sending and receiving mail through mail service
4. Required attitude 4.1 Commitment to occupational health and safety
4.2 Promptness in carrying out activities
4.3 Sincere and honest to duties
4.4 Environmental concerns
4.5 Eagerness to learn
4.6 Tidiness and timeliness
4.7 Respect for rights of peers and seniors in workplace
4.8 Communication with peers, sub-ordinates and
seniors in workplace
5. Resource implication The following resources must be provided:
5.1 Relevant tools, equipment, software and facilities
needed to perform the activities.
5.2 Required learning materials.
6. Methods of assessment 6.1 Written test
6.2 Demonstration
6.3 Oral questioning
7. Context of assessment 7.1 Competency assessment must be done in a training
center or in an actual or simulated work place after
completion of the training module
7.2 Assessment should be done by NSDA certified/
nominated assessor
Accreditation Requirements
Training Providers must be accredited by National Skills Development Authority (NSDA),
the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit
towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.

Page 24 of 52
Occupation Specific Competencies

Page 25 of 52
 OUITSS01L3V1: Interpret IT Support Services
Unit Code and Title
Fundamentals
Nominal Hours 20 Hours
This unit covers the knowledge, skills and attitudes required to
interpret IT support service fundamentals.
It specifically includes the tasks of interpreting concepts of IT
Unit Descriptor
support services, IT devices and infrastructure, problem
solving method IT system and customer support services in IT
system
Performance Criteria
Elements of Competency Bold and Underlined terms are elaborated in the range of
variables
1. Interpret concepts of IT 1.1 Information Technology is defined
support services 1.2 IT support is defined
1.3 Career path of IT Support specialist is identified
1.4 Computer architecture overview is interpreted
1.5 Working Area of IT support service is determined
2. Interpret IT devices and 2.1. Types of IT support services identified
infrastructure 2.2. Units of data is identified
2.3. IT devices are interpreted
2.4. IT infrastructure is stated
2.5. End User support is defined
2.6. Surveillance and security system is defined
3. Interpret problem 3.1 IT system problems are identified and defined
solving method in IT
3.2 Solutions of identified problem are determined
system
3.3 Alternative solutions are determined
3.4 Solutions are evaluated
3.5 Solution is implemented and follow-up on the solutions
is performed
4. Interpret customer 4.1 Customer support services is interpreted
support services in IT 4.2 Customer point of view is determined
system 4.3 Customer issues is identified
4.4 Solution is found
4.5 Solutions/ services is delivered
Range of Variables

Variables Range (may include but not limited to):

1. IT Devices 1.1 Computer, all accessories, all peripherals
1.2 Networking device

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 1.3 Communication devices
1.4 Surveillance and Security System
2. IT infrastructure 2.1 Software development company
2.2 Data center, ISP
2.3 Call center help desk service
2.4 Cloud service and cyber security
2.5 Hardware support center
2.6 Data backup and recovery center
3. End user support 3.1 Hardware support
3.2 Software support
3.3 Network support

Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent and recent and meet the
requirements of the current version of the Unit of Competency
Assessment required evidence that the candidate:
1.1 interpreted concepts of IT support service
1. Critical aspects of
1.2 interpreted IT device and infrastructure
competency
1.3 interpreted problem solving method in IT system
1.4 interpreted customer support service in IT system
2.1 Information Technology
2.2 Career path of IT Support specialist
2.3 Working area of IT support service
2.4 IT devices
2. Underpinning
2.5 IT infrastructure
knowledge
2.6 End user support
2.7 IT system problems
2.8 Customer support services
2.9 Customer issues
3.1 Determining working area of IT support service
3.2 Identified IT devices
3.3 Evaluating end user support solutions
3. Underpinning Skills 3.4 Implementing solution and performing follow-up on the
solutions
3.5 Identifying customer issues
3.6 Delivering solutions/ services
4.1 Commitment to occupational health and safety
4.2 Promptness in carrying out activities
4.3 Sincere and honest to duties
4. Required attitude 4.4 Environmental concerns
4.5 Eagerness to learn
4.6 Tidiness and timeliness
4.7 Respect for rights of peers and seniors in workplace

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 4.8 Communication with peers and seniors in workplace
The following resources must be provided:
5.1 Relevant tools, equipment, software and facilities needed
5. Resource Implication
to perform the activities.
5.2 Required learning materials.

Methods of assessment may include but not limited to:

6.1 Written test
6. Methods of Assessment
6.2 Demonstration
6.3 Oral questioning

7.1 Competency assessment must be done in a training center

or in an actual or simulated workplace after completion of
7. Context of Assessment the training module
7.2 Assessment should be done by NSDA certified/
nominated assessor
Accreditation Requirements
Training Providers must be accredited by National Skills Development Authority (NSDA),
the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit
towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.

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Unit Code and Title OUITSS02L3V1: Perform PC Assembling
Nominal Hours 70 Hours

Unit Descriptor This unit covers the knowledge, skills and attitude required
to perform PC assembling.
It specifically includes the tasks of preparing for assemble,
disassembling hardware components, assembling hardware
components and modifying BIOS setting
Elements of Competency Performance Criteria
Bold and Underlines terms are elaborated in the range of
variables
1. Prepare for assemble 1.1 PPE is used and safe work practice is followed
1.2 PC equipment is Isolated from electrical source when
assembling
1.3 Electrostatic discharge precautions are observed at
all times
1.4 Safe work practice observed and personal protective
equipment (PPE) worn as required for the work
performed
1.5 Tools and equipment are selected as required
2. Disassemble hardware 2.1. PC are collected for disassemble
components 2.2. Tools are collected as required
2.3. PC is disassembled
2.4. Components of user PC are identified and
documented
3. Assemble hardware 3.1. Components of PC are collected
components 3.2. Tools are collected for assemble as required
3.3. Components of PC are assembled
3.4. Pc is connected with the power source
3.5. Performance of the PC is checked
4. Modify BIOS setting 4.1. Date and time are adjusted
4.2. Correct processor and memory clock frequency is
chosen
4.3. Storage device and optical drive interface is selected
correctly
4.4. System information is checked and verified from
BIOS
5. Store and clean tools and 5.1 Tools and equipment are cleaned and stored as per
equipment workplace standard
5.2 Workplace is cleaned
Range of Variables
Variable Range (May include but not limited to)
1. PPE 1.1 Apron

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 1.2 Hand gloves
1.3 Rubber shoe
1.4 Anti-static mat
1.5 Anti-static wrist band
2. Tools and Equipment 2.1. PC Assemblers Tool box
2.2. ESD tools
2.3. AVO meter
2.4. Power extension cord with multiple power socket
2.5. Blower gun
2.6. Hand brash
3. Components 3.1. Mainboard
3.2. Processor
3.3. RAM
3.4. CMOS Battery
3.5. Graphics Card
3.6. Storage device (IDE, SATA, PATA, SSD, M.2,
NVMe)
3.7. Sound card
3.8. Network interface card
3.9. Internal and external modem
3.10. Power supply
3.11. Computer Case
4. Storage Device 4.1 Hard Disk Drives (HDD)
4.2 Solid-State Drives (SSD)
4.3 Non-Volatile Memory Express (NVMe)
5. System information 5.1 RAM
5.2 Processor
5.3 CPU fan
5.4 Mainboard
5.5 Storage device
5.6 Display
5.7 Supply voltage
5.8 USB Storage
Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent and recent and meet the
requirements of the current version of the unit of competency.
1. Critical aspects of Assessment required evidence that the candidate:
competency 1.1 observed safe work practice
1.2 performed personal protective equipment (PPE)
worn as required for the work
1.3 selected and collected proper hardware as per
requirement
1.4 checked and rectified connections of all required
devices as required before connecting to power
source

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2. Underpinning knowledge 2.1. Basic knowledge of personal computer and its
components
2.2. Operating System basic
2.3. Operating system licensing system (propitiatory)
2.4. Copyright ACT 2005 National IT Policy and their
subsequent amendments.
2.5. Electrical and Electronic Safe working in practice
2.6. Basic knowledge on motherboard, motherboard
components and other PC components and their
functions and relationship
2.7. Basic knowledge on electrical connections, power
supply, power cables, storage devices
2.8. Functions of BIOS and its configuration
2.9. Basic knowledge of operation system, functions and
operating system installation steps
3. Underpinning skill 3.1. Making proper motherboard and motherboard
components selection according to customer
requirements
3.2. Making proper selection of power supply, power
cord, storage devices, keyboard, mouse, case and
monitor
3.3. Assembling motherboard and other PC components
3.4. Connecting keyboard, mouse, monitor and power
cord to wall power socket
3.5. Updating BIOS configuration
3.6. installing operating system
3.7. Handling electrical and mechanical equipment safely
to avoid electrical and mechanical hazards
3.8. Following instruction manuals when assembling
4. Required attitude 4.1 Commitment to occupational health and safety
4.2 Promptness in carrying out activities
4.3 Sincere and honest to duties
4.4 Environmental concerns
4.5 Eagerness to learn
4.6 Tidiness and timeliness
4.7 Respect for rights of peers and seniors in workplace
4.8 Communication with peers, sub-ordinates and
seniors in workplace
5. Resource implication Following resources must be provided-
5.1 Relevant Tools, Equipment and physical facilities
required to perform activities
5.2 Materials and consumables are related to the
activities
5.3 Relevant drawings, manuals, charts and diagrams
6. Methods of assessment 6.1 Written test
6.2 Demonstration

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 6.3 Oral questioning
7. Context of assessment 7.1 Competency assessment must be done in a training
center or in an actual or simulated work place after
completion of the training module
7.2 Assessment should be done by NSDA certified/
nominated assessor
Accreditation Requirements
Training Providers must be accredited by National Skills Development Authority (NSDA),
the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit
towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.

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Unit Code and Title OUITSS03L3V1: Install and Use Operating
System and Optimize Utilities
Nominal Hours 60 Hours

Unit Descriptor This unit covers the knowledge, skills and attitude required to
install and use operating system and optimize utilities.
It includes the tasks of preparing for installation of OS,
installing operating system, performing user management and
installing required driver.
Elements of Competency Performance Criteria
Bold and Underlined terms are elaborated in the range of
variables
1. Prepare for installation 1.1 Operating system is selected as per requirement
of Operating System 1.2 Unified Extensible Firmware Interface (UEFI) and
(OS) legacy mode is identified
1.3 Partition type is selected as per partition requirement
1.4 Boot Media is selected and prepared for installation
1.5 Boot sequence is modified as per requirement
2. Install operating system 2.1. OS installation is started
2.2. OS version is selected as per requirement
2.3. Disk is partitioned and formatted as per user
requirement.
2.4. Operating system installation steps are followed
according to the OS setup instruction.
2.5. Operating system is configured and optimized
according to the workplace requirement.
3. Install required driver 4.1. Required driver is identified
3.1. Source is selected for driver as requirement
3.2. Driver is installed as per component requirement
4. Perform user 3.3. Users are created as per requirement
management 3.4. Password is set as required
3.5. Access privilege is set for user accounts
Range of Variables

Variable Range (May include but not limited to)

1. Partition type 1.1 GPT

1.2 MBR
2. Boot media 2.1. Optical disk
2.2. USB boot disk

3. Source 3.1 Vendor site

3.2 Driver disk
3.3 Driver agent

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4. Component 4.1 Motherboard
4.2 Interface card
4.3 Graphics
4.4 Sound
4.5 Wireless/ Ethernet
4.6 Memory and storage
Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent and recent and meet
the requirements of the current version of the unit of competency.
1. Critical aspects of Assessment required evidences that the candidate:
competency 1.1 prepared OS installation
1.2 installed operating system
1.3 performed user management
1.4 installed required driver
2. Underpinning 2.1. Basic knowledge of personal computer and its
knowledge components
2.2. Operating system basic
2.3. Operating system components and functionality of the
components.
2.4. Types of operating system
2.5. OS Versions
2.6. Motherboard component
2.7. Boot media (Optical disk, USB boot disk, PXE ROM)
2.8. Software licensing system (propitiatory)
2.9. Copyright ACT 2005 National IT Policy and their
subsequent amendments.
2.10. Software and hardware installation and upgrade
2.11. Basic knowledge on computer assembling
2.12. Basic knowledge on interaction of computer hardware
and software
2.13. Electrical and electronic safe work practices
3. Underpinning skills 3.1. Understanding user requirements correctly
3.2. Performing proper selection of software and hardware
components
3.3. Installing hardware and/or software components
3.4. Evaluating correct installation and functioning of the
installed component
3.5. Keeping clean and orderly workplace and equipment
3.6. Trashing damaged hardware components properly,
follow environmental safety act
3.7. Following steps to install/upgrade hardware and/or
software components in the manual
4. Required attitude 4.1 Commitment to occupational health and safety
4.2 Promptness in carrying out activities
4.3 Sincere and honest to duties
4.4 Environmental concerns
4.5 Eagerness to learn

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 4.6Tidiness and timeliness
4.7Respect for rights of peers and seniors in workplace
4.8Communication with peers, sub-ordinates and seniors
in workplace
5. Resource implication The following resources must be provided:
5.1 Relevant tools, equipment and physical facilities
required to perform activities
5.2 Materials and consumables are related to the activities
5.3 Relevant manuals
6. Methods of assessment 6.1 Written test
6.2 Demonstration
6.3 Oral questioning
7. Context of assessment 7.1 Competency assessment must be done in a training
center or in an actual or simulated work place after
completion of the training module
7.2 Assessment should be done by NSDA certified/
nominated assessor
Accreditation Requirements

Training Providers must be accredited by National Skills Development Authority (NSDA),

the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit
towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.

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Unit Code and Title OUITSS04L3V1: Perform Basic Networking

This unit covers the knowledge, skills and attitudes required to

perform networking.
It includes interpreting the concept of networking, interpreting
Unit Descriptor
the network layout, connecting devices to the existing network,
troubleshooting in existing network, creating documentation
for maintenance.
Nominal Hours 50 Hours
Performance Criteria
Elements of Competency Bold & italicized terms are elaborated in the Range of
Variables
1.1 Network is defined
1.2 Types of networks is interpreted
1. Interpret the concept of
1.3 IP properties is interpreted
networking
1.4 Network connectivity tools identified
1.5 Transmission media determined.
2.1 Organizational requirements are collected and documented
to setup an existing network.
2.2 Network layout is collected
2. Interpret the network
2.3 Existing network topology and network protocol is
layout
identified and documented
2.4 Network design plan is interpreted.
2.5 IP Addressing scheme is interpreted
3. Connect devices to the 3.1 Required transmission media, tools and equipment are
existing network selected and collected.
3.2 Cabling is performed as per layout
3.3 Connections is established as per layout design.
3.4 Device is connected with the existing network with appropriate
transmission media infrastructure
3.5 IP properties is assigned and connectivity is tested as per
work plan.
4.1 Network design, support and maintenance documents are
reviewed.
4.2 Appropriate person is consulted for identifying problems if
required.
4. Troubleshoot in 4.3 Faulty hardware or software component are detected.
existing network 4.4 Solution of Problem is performed.
4.5 Network functionality is tested.
4.6 Maintenance and troubleshooting documents are updated.
4.7 Tools and equipment are stored as per workplace
procedures.

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5. Create documentation 5.1 All the settings are documented
for maintenance 5.2 Configuration and PC network IP address are documented
for future maintenance purpose
Range of Variables
Variables Range (may include but not limited to):
1.1 Small Office Home Office [SOHO]
1. Network 1.2 LAN
1.3 WAN
2.1 Wired
2. Transmission media
2.2 Wireless
3.1 Crimping tool
3.2 Connector
3.3 Boot cap
3.4 Face plate modular
3.5 Punching tool
3. Tools and equipment 3.6 Screw driver set
3.7 Cable tester
3.8 Cable cutter
3.9 Patch cord
3.10 Cable Tag
3.11 Cable tie
4.1 IP address
4.2 Subnetmask
4. IP properties
4.3 Gateway
4.4 DNS
5.1 Solve problem
5. Solution 5.2 Repair components
5.3 Replace components
6.1 Connection drop
6.2 Cable and connector problem
6.3 IP conflict
6. Problems 6.4 DNS problem
6.5 File or printer sharing problem
6.6 Packet loss/ slow performance
6.7 Wireless channel issue
Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent, recent and meet all
requirements of current version of the Unit of Competency.

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 Assessment required evidences that the candidate:
1.1 monitored and documented networks
1.2 assigned address is to client machine (automatically or
statically. e.g.; assign IP address, sub netmask statically in
1. Critical aspects of
the case of TCP/IP protocol)
competency
1.3 assessed conflict of Network Interface Card (NIC)
1.4 disabled and enabled NIC
1.5 configured PC internet firewall to protect PC from
unwanted packet

2.1 procedure of assign address to client machine

(automatically or statically. e.g.; assign IP address, sub
netmask statically in the case of TCP / IP protocol).
2.2 Organizational requirements to set-up a new network.
2.3 Network topology and network protocol.
2.4 Documentation process for network address plan.
2.5 Domain name assigning process if required.
2. Underpinning
2.6 Host name assigning procedure.
knowledge
2.7 Settings, computation and PC network address
documentation for future maintenance purpose.
2.8 Procedure of connectivity with intranet, internet, extranet.
2.9 IPv4 and IPv6
2.10 Number system (Binary, Hexadecimal)
2.11 Subnetting
2.12 OSI and TCP IP model
3.1 Analyzing collected information and devising network
design plan.
3.2 Listing of required equipment and tools and calculating
and documenting estimated budget.
3.3 Connecting appropriate transmission media pc with the
existing network.
3. Underpinning skills
3.4 Assigning address to client’s unit (automatically or
statically. e.g.; assign IP address, sub netmask statically in
the case of TCP/IP protocol).
3.5 Disabling and enabling NIC.
3.6 Configuring PC internet firewall to protect PC from
unwanted packet.

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 4.1 Commitment to occupational safety and health.
4.2 Promptness in carrying out activities.
4.3 Sincere and honest to duties.
4.4 Eagerness to learn.
4. Required attitudes
4.5 Tidiness and timeliness.
4.6 Environmental concerns.
4.7 Respect for rights of peers and seniors at workplace.
4.8 Communication with peers and seniors at workplace.
The following resources must be provided:
5.1 Workplace (actual or simulated)
5. Resource implications 5.2 Computer / Laptop / Notebook
5.3 Internet
5.4 Projector
5.5 Learning manual
Methods of assessment may include but not limited to:
6. Methods of assessment 6.1 Written test
6.2 Demonstration
6.3 Oral questioning
7.1 Competency assessment must be done in a training
center or in an actual or simulated work place after
7. Context of assessment completion of the training module
7.2 Assessment should be done by NSDA certified/
nominated assessor
Accreditation Requirements
Training Providers must be accredited by National Skills Development Authority (NSDA),
the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit
towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.

Page 39 of 52
 OUITSS05L3V1: Install and Configure
Unit Code and Title
Application and Utility Software
This unit covers the knowledge, skills and attitudes required to
install and configure application and utility software.
Unit Descriptor It specifically includes the tasks of preparing for installation
and configuration, installing and configuring application
software, utility software and security software.

Nominal Hours 15 Hours

Performance Criteria
Elements of Competency Bold & Underlined terms are elaborated in the range of
variables

1.1 Occupational Safety and Health (OSH) procedures are

followed
1. Prepare for installation 1.2 User requirements are documented
and configuration 1.3 Application software and utility software are collected
as per user requirement.
1.4 Necessary backup is taken if required
2.1 Application software are selected and collected according
to the user requirement
2. Install and configure 2.2 Application software are installed
application software 2.3 Application software is configured as per requirement
2.4 Software license is activated if required
2.5 Functionality of installed application software is checked
3.1 Utility software are selected and collected according to
the user requirement.
3. Install and configure
3.2 Utility software are installed
utility software
3.3 Utility software is configured as per requirement
3.4 Functionality of installed utility software is checked
4.1 Required Security software is identified and selected
4.2 Security software are stored in local drive
4. Install and configure
4.3 Security software are installed
security software
4.4 Security software is configured as per requirement
4.5 Functionality of installed security software is checked
Range of Variables
Variables Range (may include but not limited to):
1.1 Open Office.
1.2 MS Office
1. Application software
1.3 Bangla typing software
1.4 Internet Browser

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 2.1 PDF Reader
2. Utility software 2.2 Anti-virus
2.3 Compress/ decompress software (Winzip/ winrar)

Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent, recent and meet all
requirements of current version of the unit of competency.

Assessment required evidences that the candidate:

1.1 prepared for installation and configuration
1. Critical aspects of
1.2 installed and configured application software
competency
1.3 installed and configured utility software
1.4 installed and configured security software
2.1 Procedure of configure software.
2.2 Software installation process
2.3 Software Activation process
2. Underpinning
2.4 Types of operating system and identification techniques.
knowledge
2.5 Procedure of uninstallation and configure of utility
software.
2.6 Types of operating system are identified.
3.1 Collecting PC software components and storing
according to user manual or guidelines.
3.2 Installing required device driver.
3.3 Installing / updating software component.
3.4 Doing hard disk partition correctly.
3.5 Installing required device driver.
3. Underpinning skills
3.6 Installing operating system.
3.7 Upgrading the software component if the older version is
already installed.
3.8 Configuring and optimizing the operating system and its
components according to the workplace requirement.
3.9 Installing and configuring the utility software.
4.1 Commitment to occupational safety and health.
4.2 Promptness in carrying out activities.
4.3 Sincere and honest to duties.
4.4 Environmental concerns.
4. Required attitudes
4.5 Eagerness to learn.
4.6 Tidiness and timeliness.
4.7 Respect for rights of peers and seniors at workplace.
4.8 Communication with peers and seniors at workplace.

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 The following resources must be provided:
5.1 Workplace (actual or simulated)
5. Resource implications 5.2 Computer / laptop / notebook with internet connection
5.3 Software
5.4 Stationary and learning manual.

Methods of assessment may include but not limited to:

6.1 Written test
6. Methods of assessment
6.2 Demonstration
6.3 Oral questioning
7.1 Competency assessment must be done in a training center
or in an actual or simulated work place after completion
7. Context of assessment of the training module
7.2 Assessment should be done by NSDA certified/
nominated assessor

Accreditation Requirements
Training Providers must be accredited by National Skills Development Authority (NSDA),
the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit
towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.

Page 42 of 52
 OUITSS06L3V1: Perform Basic Data Backup and
Unit Code and Title
Recovery
Nominal Hours 60 hours
Unit Descriptor This unit covers the knowledge, skills and attitude required to
perform basic backup and recovery.
It specifically includes the tasks of interpreting backup and data
recovery, performing OS backup, user data backup, Email
backup and backup recovery
Elements of Competency Performance Criteria
Bold and underlined terms are elaborated in the range of
variables
1. Interpret backup and 1.1 Backup is interpreted
data recovery 1.2 Data recovery is interpreted
1.3 Type of backup solutions are stated
1.4 Disaster recovery plan is interpreted
2. Perform OS Backup 2.1 Partition table is interpreted
2.2 Backup Plan is prepared
2.3 Tools for OS backup is identified and collected
2.4 Target for backup is identified
2.5 Backup procedure is performed
3. Perform user data 3.1 Backup Plan is prepared
backup 3.2 Tools for user data backup is identified and collected
3.3 Target for backup is identified
3.4 Backup procedure is performed
4. Perform email backup 4.1 Mail client is identified and configured.
4.2 Local Database file of mail client is identified
4.3 Email Backup Plan is prepared
4.4 Target for backup is identified
4.5 Backup procedure is performed
5. Perform backup 5.1 Backup is collected for recovery
recovery 5.2 Tools are identified and selected for recovery.
5.3 Recovery target is identified
5.4 Restore point is identified
5.5 Restore procedure is performed
Range of Variables

Variable Range (May include but not limited to)

1. Partition table 1.1 MBR
1.2 GPT
2. Tools for OS backup 2.1 System provided tool
2.2 Third Party
2.2.1 Norton
2.2.2 Acronis
2.2.3 EASE US
2.2.4 AOMEI

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 2.2.5 Minitool
3. Target 3.1 Cloud (OneDrive, Google Drive)
3.2 Local Storage (External Storage Devices, Network
storage)
4. Backup procedure 4.1. Manual
4.2. Scheduled
4.3. Scheme (Full, incremental, Differential)
5. Mail client 5.1. Outlook (Windows)
5.2. Thunder Bird (Linux)
6. Email Backup Plan 6.1 Import/Export
6.2 Manual
Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent and recent and meet the
requirements of the current version of the Unit of Competency.
1. Critical aspects of The assessment required evidence that the candidate:
competency 1.1 interpreted Backup and Data recovery
1.2 performed OS Backup
1.3 performed user data backup
1.4 performed email backup
1.5 performed backup recovery
2. Underpinning 2.1 OS backup
knowledge 2.2 User data backup
2.3 Email backup
2.4 Recovery planning
2.5 Disaster recovery
2.6 Data recovery
2.7 Backup solutions
2.8 Backup testing
2.9 OS architecture (Windows, Linux)
2.10 Backup storage media
3. Underpinning skill 3.1 Preparing backup Plan
3.2 Performing backup procedure
3.3 Performing email backup
3.4 Performing backup recovery
4. Required attitude 4.1 Commitment to occupational health and safety
4.2 Promptness in carrying out activities
4.3 Sincere and honest to duties
4.4 Environmental concerns
4.5 Eagerness to learn
4.6 Tidiness and timeliness
4.7 Respect for rights of peers and seniors in workplace
4.8 Communication with peers, sub-ordinates and seniors
in workplace
5. Resource implication Following resources must be provided-

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 5.1 Relevant tools, equipment and physical facilities
required to perform activities
5.2 Materials and consumables are related to the activities
5.3 Relevant drawings, manuals, charts and diagrams
6. Methods of assessment 6.1 Written test
6.2 Demonstration
6.3 Oral questioning
7. Context of assessment 7.1 Competency assessment must be done in a training
center or in an actual or simulated work place after
completion of the training module
7.2 Assessment should be done by NSDA certified/
nominated assessor
Accreditation Requirements
Training Providers must be accredited by National Skills Development Authority (NSDA),
the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit
towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.

Page 45 of 52
Unit Code and Title OUITSS007L3V1: Maintain and Troubleshoot
Personal Computer
Nominal Hours 30 hours
Unit Descriptor This unit covers the knowledge, skills and attitude required to
maintain and troubleshoot personal computer.
It includes preparing for troubleshooting, identifying the
problem, identifying the possible cause of fault, fixing the
problem and updating document.
Elements of Competency Performance Criteria
Bold and underlined terms are elaborated in the range of
variables
1. Prepare for 1.1 Required tools and equipment’s are selected and
Troubleshoot collected for troubleshooting
1.2 Appropriate person is interviewed about the problem
2. Identify the problem 2.1. Computer manuals and maintenance documents are
reviewed
2.2. Problems are detected through physical observation
2.3. Problems are detected using diagnostic tools
2.4. Identified problems are documented
3. Identify the possible 3.1. Appropriate person (if required) is consulted
cause of fault 3.2. Cause of fault is identified
3.3. Testing is performed to ensure the cause of fault
3.4. Repair or Replacement cost is calculated and approved
from the appropriate person
4. Fix the problem 4.1. Faulty hardware equipment or software component is
repaired or replaced
4.2. Repaired/replaced equipment is tested
4.3. Performance of PC is tested
5. Update document 5.1 Computer maintenance and troubleshooting status are
documented
5.2 Documented status is reported to the authority
Range of Variables
Variable Range (May include but not limited to)
1. Repair 2.1 Blue screen problem
2.2 Frozen screen problem
2.3 Boot device problem
2.4 Connection problem
2.5 Update software
2. Replacement 3.1. Hardware component
3.2. Software component
3.3. Mother board components
3. Appropriate person 4.1 Person responsible for network
4.2 Management of the organization

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Evidence Guide
The evidence must be authentic, valid, sufficient, reliable, consistent and recent and meet the
requirements of the current version of the Unit of Competency.
1. Critical aspects of The assessment required evidence that the candidate:
competency 1.1 observed safe work practice and personal protective
equipment (PPE) worn as required for the work
performed
1.2 verified properly installed hardware and driver.
1.3 verified existing network environment
2. Underpinning 2.1 Tools and equipment’s for troubleshooting
knowledge 2.2 Computer problems
2.3 Cause of fault
2.4 Types of fault
2.5 Faulty hardware
3. Underpinning skill 3.1 Repairing or replacing faulty hardware equipment or
software component
3.2 Using diagnostic tools the fault needs to be identified
4. Required attitude 4.1 Commitment to occupational health and safety
4.2 Promptness in carrying out activities
4.3 Sincere and honest to duties
4.4 Environmental concerns
4.5 Eagerness to learn
4.6 Tidiness and timeliness
4.7 Respect for rights of peers and seniors in workplace
4.8 Communication with peers, sub-ordinates and seniors in
workplace
5. Resource implication 5.1 Relevant Tools
5.2 Equipment and physical facilities required to perform
activities relevant user manuals
6. Methods of assessment 6.1 Written test
6.2 Demonstration
6.3 Oral questioning
7. Context of assessment 7.1 Competency assessment must be done in a training center
or in an actual or simulated work place after completion
of the training module
7.2 Assessment should be done by NSDA certified/
nominated assessor
Accreditation Requirements
Training Providers must be accredited by National Skills Development Authority (NSDA),
the National Quality Assurance Body, or a body with delegated authority for quality
assurance to conduct training and assessment against this unit of competency for credit

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towards the award of qualification under NSQF. Accredited providers assessing against this
unit of competency must meet the quality assurance requirements set by NSDA.

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Development of Competency Standard
The Competency Standards for National Skills Certificate in IT support service, Level-3 is
developed by NSDA on 25 – 27 and 30 January 2022.

Members of the Competency Standard Development Committee

Alif Rudaba, Member (Planning & Skills Standard) Chair

1.
Joint Secretary, National Skills Development Authority (NSDA) Person
Md. Abdul Hye Siddiqui, Senior Instructor (Computer), BMET, Email:
2. Member
siddiqui.ttc@gmail.com, Mobile: 01819725610.
S.R. Hasan Abir, Executive IT, US Bangla Group Ltd. Email:
3. Member
aabirhasan9@gmail.com
Md Hasib, Center in Charge (BASIS-SEIP Project T3)
4. Assistant Manager, IT (BASIS-BITM), Email: Member
cic.basis.seip@gmail.com
Muhammad Rasel Miah, Computer Hardware & Network Engineer.
5. Proprietor, Noor Computer, Elephant Road, Dhaka, Email: Member
noorservice@gmail.com, Mobile: 01716750048.
Zahed Ahmed Chowdhury, Chief Instructor & Head of the Department,
6. Computer Science & Technology, Dhaka Polytechnic Institute. Email: Member
zahed.sylhet@gmail.com.
Khondoker Ali Asgor Pavel, Chief Executive Officer, bitBirds Solutions
7. Member
& PencilBox Training Institute, Email: email@aliasgorpavel.com.
Md. Saif Uddin, Junior Consultant, JICA, Email:
8. Member
engrbd.saif@gmail.com, Mobile: 01723004419.
9. Abdur Razzaque, Consultant, NSDA. Member

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Validation of Competency Standard by Standard and Curriculum Validation
Committee (SCVC)
The Competency Standards for National Skills Certificate in IT support services, Level-3 is
validated by NSDA on 21 - 22 March 2022.
Members of the SCVC

Shafquat Haider, Chairman, ICT ISC, ciproco@bol-online.com,

1. Chairperson
shafquat.haider@gmail.com, Mobile No. 01711532597

2. Md. Mustafizur Rahman, Microsoft Certified System Administrator. Member

3. Md. Ahsan Rakib, System Administrator, COCOLA Food Product Ltd. Member
Md. Abdul Hye Siddiqui, Senior Instructor (Computer), Email:
4. Member
siddiqui.ttc@gmail.com, Mobile: 01819725610, BMET
Muhammad Rasel Miah, Computer Hardware & Network Engineer.
5. Proprietor, Noor Computer, Elephant Road, Email: Member
noorservice@gmail.com, Mobile: 01716750048, Dhaka.
Zahed Ahmed Chowdhury, Chief Instructor & Head of the Department,
6. Computer Science & Technology, Email: zahed.sylhet@gmail.com, Member
Dhaka Polytechnic Institute.
Md. Saif Uddin, Junior Consultant, JICA. Email:
7. Member
engrbd.saif@gmail.com, Mobile: 01723004419.
Abdur Razzaque, Consultant, NSDA. Email:
8. Member
razzaque159@gmail.com, Mobile: 01713304824.

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Copyright
National Skills Development Authority
Prime Minister's Office
Level: 10-11, Biniyog Bhaban,
E-6 / B, Agargaon, Sher-E-Bangla Nagar Dhaka-1207, Bangladesh.
Email: ec@nsda.gov.bd
Website: www.nsda.gov.bd.
National Skills Portal: http:\\skillsportal.gov.bd

National Skills Development Authority (NSDA) is the owner of this document. Other
interested parties must obtain written permission from NSDA for reproduction of information
in any manner, in whole or in part, of this Competency Standard, in English or other language.

This Competency Standard for IT Support Service is a document for the development of
curricula, teaching and learning materials, and assessment tools. It also serves as the document
for providing training consistent with the requirements of industry in order to meet the
qualification of individuals who graduated through the established standard via competency-
based assessment for a relevant job.

This document has been developed by NSDA in association with ICT Sector ISC, industry
representatives, academia, related specialist, trainer and related employee.

Public and private institutions may use the information contained in this standard for activities
benefitting Bangladesh.

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