IT Support Fundamentals
The everyday skills of an IT support professional — users, devices, accounts, networks and clear communication.
- Support
- Customer service
- Devices
Planned: A planned subject in the curriculum roadmap. The outline below is a proposed structure, not a finished course.
Learning outcomes
By the end, learners will be able to:
- 01
Understand the role and responsibilities of IT support
- 02
Handle common device, account and connectivity requests
- 03
Communicate technical steps clearly to non-technical users
- 04
Document issues and solutions in a ticketing workflow
Proposed module outline
A proposed structure — refined during curriculum development.
Service levels, escalation and professional conduct.
Setting up and supporting PCs, laptops, printers and phones.
Password resets, permissions and account lifecycle.
Wi-Fi, Ethernet, VPN and common connection problems.
Questioning techniques, empathy and writing clear replies.
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