Technology
IT Technical Support
Build, Maintain and Secure the Systems the World Runs On.
Programme Overview
IT Technical Support
Five progressive levels from Foundation to Graduate Diploma. Each level is a complete, certified qualification. Exit at any level with a recognised certificate, or complete the full programme.
Five Levels. One Programme. Exit at Any Stage.
Programme Structure
Every level includes hands-on labs in every module, a 50-question final assessment and a final project. You may exit at any level with a recognised certificate, or continue to Graduate Diploma.
Modules (6)
1
Welcome to IT Support
This module covers What IT support is and who does it; The helpdesk and first-line support; The qualities of a great support technician; Your IT support career pathway. Learners finish able to explain what IT support is.
2
Computer Hardware Basics
This module covers Inside a computer; Storage, memory and the CPU; Peripherals and connections; Mobile devices and printers. Learners finish able to identify computer hardware.
3
Operating Systems and Software
This module covers What an operating system does; Working with Windows; Files, folders and user accounts; Installing and updating software. Learners finish able to use the OS and software safely.
4
Networks and the Internet
This module covers How networks work; Connecting to the internet; Wi-Fi and home networks; Staying safe online. Learners finish able to understand networks and online safety.
5
Troubleshooting Fundamentals
This module covers A method for troubleshooting; Common hardware problems; Common software problems; Knowing when to escalate. Learners finish able to troubleshoot and escalate.
6
Working on the Helpdesk and the Project
This module covers Great customer service in IT; Logging and tracking tickets; Communicating clearly with users; Foundation project, a support log and troubleshooting guide. Learners finish able to work on the helpdesk, and deliver the project.
Modules (8)
1
The IT Support Technician
This module covers From helpdesk to technician; First-line and second-line support; Service desk tools and ticketing systems; Service level agreements and priorities. Learners finish able to work across the lines of support.
2
Operating Systems in Depth
This module covers Windows administration basics; User accounts and permissions; The command line; Working with macOS and Linux. Learners finish able to administer operating systems.
3
Networking for Technicians
This module covers Network fundamentals; IP addressing basics; Common network devices; Diagnosing network problems. Learners finish able to diagnose network problems.
4
Hardware Support and Maintenance
This module covers Building and upgrading a PC; Diagnosing hardware faults; Laptops and mobile device support; Printers and peripherals in depth. Learners finish able to support and maintain hardware.
5
Software and Applications Support
This module covers Installing and configuring software; Supporting office applications; Email and collaboration tools; Managing updates and patches. Learners finish able to support software and applications.
6
Security Fundamentals for Support
This module covers Everyday security threats; Protecting accounts and passwords; Malware and how to handle it; Data protection and the LGPD. Learners finish able to apply security and protect data.
7
Troubleshooting Methodology
This module covers A structured troubleshooting process; Diagnosing the root cause; Documenting solutions; Knowledge bases and self-help. Learners finish able to troubleshoot and document.
8
Professional Support Practice and the Project
This module covers Communication and customer care; Working in a support team; Continuous improvement and learning; Certificate project, a technician's casebook. Learners finish able to work professionally, and deliver the casebook.
Modules (8)
1
The IT Support Specialist
This module covers From technician to specialist; Becoming a subject expert; Second and third-line support; Mentoring and supporting the team. Learners finish able to work as a specialist and mentor.
2
Advanced Operating Systems and Scripting
This module covers Advanced Windows tools and the registry; Managing systems at scale; Introduction to scripting for support; Automating routine tasks. Learners finish able to manage and automate systems.
3
Advanced Networking and Connectivity
This module covers Network services, DNS and DHCP; VPNs and remote access; Wireless networks in depth; Advanced network troubleshooting. Learners finish able to configure and troubleshoot advanced networks.
4
Servers, Cloud and Virtualisation
This module covers Understanding servers; Introduction to cloud services; Virtual machines and remote desktops; Supporting cloud and hybrid setups. Learners finish able to support servers, cloud and virtualisation.
5
Identity, Access and Endpoint Management
This module covers Directory services and identity; Access control and the principle of least privilege; Endpoint and device management; Backup and recovery. Learners finish able to manage identity, access and endpoints.
6
Security Operations for Support
This module covers The threat landscape; Hardening systems; Recognising and responding to incidents; Security, privacy and the LGPD in practice. Learners finish able to apply security operations.
7
Incident and Problem Management
This module covers Incident management; Problem management and root cause analysis; Change management basics; Major incidents and communication. Learners finish able to run incident and problem management.
8
The Support Specialist in Practice and the Project
This module covers Working with stakeholders; Documentation and knowledge management; Developing your expertise; Pre-Master project, a specialist incident casebook. Learners finish able to work professionally, and deliver the casebook.
Modules (9)
1
From Specialist to Team Lead
This module covers The IT service team lead role; Leading versus doing; Responsibility and accountability; Earning a team's trust. Learners finish able to make the transition to team lead.
2
Leading a Support Team
This module covers Building an effective team; Delegating well; Coaching and developing people; Handling difficult situations. Learners finish able to lead and develop a support team.
3
IT Service Management
This module covers What service management means; The service lifecycle; Service level management; The service catalogue and requests. Learners finish able to apply service management.
4
Running the Service Desk
This module covers Organising the service desk; Workload and queue management; Staffing and shifts; Service desk tools and workflows. Learners finish able to run an effective service desk.
5
Incident, Problem and Change at Scale
This module covers Leading incident management; Major incident command; Driving problem management; Governing change. Learners finish able to lead incident, problem and change.
6
Service Quality and Improvement
This module covers Measuring service performance; Service metrics and reporting; Continual service improvement; Learning from feedback. Learners finish able to measure and improve service quality.
7
Security, Risk and Compliance
This module covers Leading on security; Managing risk; Compliance and the LGPD; Business continuity. Learners finish able to lead on security, risk and compliance.
8
Working with the Business
This module covers Understanding business needs; Managing stakeholders and expectations; Working with vendors and suppliers; Budgets and resources. Learners finish able to work with the business.
9
The Professional Team Lead and the Project
This module covers Leading with integrity; Communicating as a leader; Developing yourself and your career; Graduate Certificate project, a service improvement plan. Learners finish able to lead professionally, and deliver the plan.
Modules (12)
1
The IT Service Lead
This module covers From team lead to service lead; Leading a whole service; Strategic thinking for IT; Vision and direction. Learners finish able to lead and think strategically.
2
IT Strategy and Planning
This module covers What IT strategy means; Aligning IT with the business; Planning and roadmaps; Setting goals and priorities. Learners finish able to develop and align an IT strategy.
3
The Service Portfolio
This module covers Managing the service portfolio; Designing services for value; The service catalogue at scale; Retiring and renewing services. Learners finish able to manage the service portfolio.
4
Financial Leadership
This module covers IT budgets and funding; The cost of IT services; Value for money and return on investment; Financial planning and control. Learners finish able to provide financial leadership.
5
Leading People at Scale
This module covers Leading leaders; Organising the IT function; Building capability and talent; Culture across a service. Learners finish able to lead people at scale.
6
Governance and Decision-Making
This module covers IT governance; Making good decisions; Policies and standards; Accountability and oversight. Learners finish able to apply governance and decisions.
7
Risk and Resilience
This module covers Managing risk strategically; Security leadership; Compliance, the LGPD and the law; Business continuity and resilience. Learners finish able to lead risk, security and resilience.
8
Vendors, Sourcing and Partnerships
This module covers Sourcing strategy; Managing major vendors; Contracts and service agreements; Strategic partnerships. Learners finish able to lead sourcing and partnerships.
9
Service Performance and Improvement
This module covers Measuring service value; Performance at the service level; Leading continual improvement; Benchmarking and maturity. Learners finish able to lead performance and improvement.
10
Leading Change and Transformation
This module covers Leading change; IT transformation; Adopting new technology responsibly; Innovation in IT services. Learners finish able to lead change and transformation.
11
Stakeholders and Communication
This module covers Leading with stakeholders; Communicating as a service lead; Influencing and negotiating; Representing IT to the business. Learners finish able to lead stakeholders and communication.
12
The Professional Service Lead and the Capstone
This module covers Ethical leadership; Leading yourself and your career; The future of IT service leadership; Graduate Diploma capstone, an IT service strategy. Learners finish able to lead ethically, and deliver the capstone.
Ready to Study IT Technical Support?
Three intakes: January, June and November. Florianopolis, Brazil.