Course overview
This course is an entry point for delegates/candidates that wish to pursue an IT career as an IT Helpdesk engineer. The course covers MS office applications, printer/peripheral installations, an introduction to networking, PC builds, troubleshooting and maintenance. Also, the course briefly teaches communications and writing skills.
Pre-requisite
None
Objectives
At the end of the course, the participants will: >> Gain an understanding of what a PC is
>> Gain General Computer Skills
>> Learn the fundamental skills necessary to build a new computer and network
>> Learn how to diagnose and troubleshoot computer/network issues
>> Techniques of Customer service
>> Possess the skills to apply to be a 1st line Helpdesk Support engineer
>> Will identify the types of requests most received by Helpdesk support and how to deal with it
>> Be able to use effective communication techniques on the Helpdesk
>> Be able to deal with general IT enquiries and incidents.
Course contents
Introduction to Computers
Building a PC Step-by-Step
Installing an operating system
Identifying Operating System troubleshooting and diagnostic Procedures
Understanding the Basics of Printers and Scanners
Networking Fundamentals
Understanding network security fundamentals
Identifying safety and environmental issues
Understanding professionalism and communication
Basic telephone answering techniques
Managing customer frustration fundamentals
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PC/Server Support and Network Administration 
