Course Overview

Overview

By successfully finishing this course and receiving our certificate of completion, will prove to employers that delegates are competent not just of basic first-line IT support but can also tackle the more advanced tasks of second- or third-line support. This course will, therefore, equip delegates to undertake a wide range of IT support tasks, which is especially useful for organisations wherein the line system is not used or there is significant overlap between the different lines of IT support.

Outline

• Introduction to Support
• Useful Terminology  and Concepts
• Dealing with Tickets
• Effective Communication Skills
• User Accounts
• Installing, Upgrading, & configuring software and OS ( Windows & Linux)
• Working with Servers
• Resolving Server-Side Issues
• Server Security and SSL
• Effective Management and Tools and Technology
• SDC (Service Development Cycle)
• Professional Development

Course Outline