Unit 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