Learning Objectives
6 objectives- Understand the fundamental concepts and roles involved in ICT system support.
- Develop troubleshooting skills for hardware, software, and network issues.
- Gain proficiency in supporting various operating systems and software applications.
- Learn to configure and secure network environments effectively.
- Master data backup, recovery procedures, and compliance with security standards.
- Acquire skills in remote support and helpdesk operations for efficient user assistance.
Content Outline
PreviewUnit 372: ICT System Support
1. Introduction to ICT System Support
- Definition and scope of ICT system support
- Roles and responsibilities of ICT support personnel
- Importance of efficient system support in organizations
- Key competencies and skills required
2. Troubleshooting Techniques in ICT System Support
- Overview of troubleshooting processes and methodologies
- Identifying common hardware issues (e.g., peripherals, internal components)
- Resolving software problems (installation errors, crashes, compatibility)
- Troubleshooting network connectivity problems (IP configuration, DNS, Wi-Fi issues)
- Use of diagnostic tools and software (event logs, system monitors, ping, tracert)
- Documentation and reporting of troubleshooting steps
3. Operating Systems Support
- Introduction to major operating systems: Windows, macOS, Linux
- Installation procedures and system setup
- Configuration and customization of OS settings
- Managing user accounts and permissions
- Common OS troubleshooting techniques
- Updates, patches, and system maintenance
4. Software Support and Applications Management
- Software installation and configuration best practices
- Updating and patching applications
- Troubleshooting application errors and crashes
- Managing software licenses and compliance
- Understanding application compatibility issues
- Best practices for software deployment and management
5. Network Support and Configuration
- Basic network concepts and components (routers, switches, firewalls)
- Setting up and configuring network devices
- Network addressing and subnetting basics
- Troubleshooting network connectivity and performance issues
- Implementing and maintaining network security protocols (firewalls, VPNs)
- Monitoring and maintaining network health
6. Data Backup and Recovery Procedures
- Importance of data backup and recovery
- Types of backup methods (full, incremental, differential)
- Backup storage options (local, cloud, hybrid)
- Planning and implementing backup schedules
- Data recovery strategies and tools
- Testing and verifying backup integrity
7. Security and Compliance in ICT System Support
- Introduction to cybersecurity principles
- Data protection and privacy regulations (e.g., GDPR, HIPAA)
- Security best practices (password policies, access controls)
- Identifying and mitigating security threats and vulnerabilities
- Role of ICT support in maintaining compliance
- Incident response and reporting procedures
8. Remote Support and Helpdesk Operations
- Overview of remote support tools and technologies
- Techniques for providing remote assistance effectively
- Helpdesk operation fundamentals and ticketing systems
- Prioritizing and escalating support tickets
- Communication skills for support personnel
- Measuring helpdesk performance and customer satisfaction
Unlock the full outline
Get the complete content outline, learning outcomes and assessment methods for Perform Ict System Support.
KSh 20 one-off, or included with a plan
Learning Outcomes
Unlock the outline above to see learning outcomes.
Assessment Methods
Unlock the outline above to see assessment methods.