IT Help Desk

Course Information

• Course Title: IT Help Desk
• Course Code: ITHD101

Course Description

The IT Help Desk course in Texo, provides comprehensive training for individuals interested in working in technical support roles. Students will learn the fundamental skills and knowledge required to provide effective IT support and resolve common user issues. The course covers troubleshooting techniques, customer service skills, and practical exercises to prepare students for real-world IT help desk scenarios.

Learning Objectives

By the end of the course, students will be able to:

1. Understand the role and responsibilities of an IT help desk professional.
2. Identify common hardware and software issues and provide appropriate solutions.
3. Demonstrate effective communication and customer service skills.
4. Apply troubleshooting techniques to diagnose and resolve technical problems.
5. Utilize relevant tools and resources to support end-users effectively.

Course Outline

Module 1: Introduction to IT Help Desk

• Role and responsibilities of an IT help desk professional
• Overview of IT infrastructure and technology components
• Customer service skills and best practices

Module 2: Hardware and Software Troubleshooting

• Common hardware issues and solutions
• Troubleshooting software problems and errors
• Diagnosing network connectivity problems

Module 3: Operating Systems and Applications

• Introduction to different operating systems (Windows, macOS, Linux)
• Software installation and configuration
• Troubleshooting operating system and application issues

Module 4: Networking Fundamentals

• Understanding networking concepts and protocols
• IP addressing and subnetting
• Troubleshooting network connectivity issues

Module 5: Security and Data Protection

• Overview of IT security principles and practices
• Protecting against malware and viruses
• Data backup and recovery procedures

Module 6: Help Desk Tools and Resources

• Introduction to help desk ticketing systems
• Remote desktop tools and techniques
• Knowledge base and self-help resources

Evaluation and Grading

• Class Participation: 20%
• Assignments and Quizzes: 30%
• Practical Exercises: 40%
• Final Examination: 10%

Resources

• Required Resources: [Will provided the List of required textbooks, online resources, or manuals]
• Supplementary Resources: [Will provided the List of additional recommended resources for further study]

Training Facilities and Equipment

• The training program will be conducted in a computer lab equipped with the necessary hardware and software.
• Students are expected to have access to a computer with internet connectivity for remote learning components.

Attendance and Policies

• Attendance: Regular attendance is expected. Students must inform the instructor in advance regarding any absences.
• Late Submissions: Late submissions may be subject to a grade penalty unless an extension is granted in advance.
• Code of Conduct: Students are expected to adhere to the institute’s code of conduct and maintain professionalism throughout the course.
• Grading Policy: The instructor will provide detailed grading criteria and rubrics for assignments and practical exercises.