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IT Support Training

This 5 weeks comprehensive IT Support training explains the basic concepts of IT Service Management and what the overall life cycle & activities including roles and responsibilities of a typical IT Support Analyst is in a company.

£595 £650

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Description

Course Outline

Week 1

Module 1 - INTRODUCTION TO IT

  • Basic understanding of IT
  • What does IT Support Analyst do?
  • What skills are required
  • Supporting users
  • Overview of service Management Tools
  • ITIL And ITSM
  • What is Troubleshooting

Module 2 - TROUBLESHOOTING

  • What is Troubleshooting
  • Computer Hardware & Software
  • Common issues with Hardware & Software
  • System storage
  • Computer Bios and its function
  • Mobile device management
  • Printers and Scanners
  • Peripherals
  • IOTs

Week 2

Module 3 - OPERATING SYSTEM

  • Operating systems overview
  • Windows, Mac, linux & Others
  • New user setup
  • Laptop Builds
    1. Manual laptop Build
    2. Azure AD (Intune)
    3. Network (LAN)
    4. USB Laptop Build

Module 4 - ACTIVE DIRECTORY

  • Active Directory Overview
  • Lab session on active Directory
  • Setting up active Directory
  • Active Directory walkthrough
    1. Creating user account
    2. Password reset
    3. Account Disable
    4. Security Groups
    5. Distribution List
    6. Modifying user profile 
  • Organisational Unit

Week 3

Module 5 - O365 & AZURE AD

  • O365 Admin Centre
  • Creating User Account
  • Assigning Licenses
  • Creating shared mailboxes
  • Creating Distribution list
  • Delegated Access
  • Setting up / Re Registering MFA
  • Setting up Mailbox Aliases
  • Password Reset
  • SharePoint sites
  • SharePoint permissions & access
  • Exchange Server

Module 6 - TICKETING SYSTEMS

  • Ticketing Systems Overview
  • Importance of Ticketing Systems
  • Ticketing Systems
    1. Zendesk
    2. Fresh desk
    3. Sales force service cloud
    4. Service now
    5. Top Desk
    6. Jira
    7. Auto Task
    8. Remedy

Week 4

Module 7 - NETWORKING

  • Basic Networking
    1. What is Networking?
    2. Network Topology
    3. Major Network Device
    4. How does a Router work
    5. IP Addressing
    6. OSI Model
    7. Famous port numbers
    8. Basic Network Command Prompt
    9. Transatlantic Cable (video session)

Module 8 - SOFT SKILLS

  • Customer service skills
  • Soft skills?
    1. Communication
    2. Empathy
    3. Adaptability
    4. Timeliness
    5. Dependability
    6. Enthusiasm
    7. Patience
  • Common IT Acronyms and Abbreviation

Week 5

Day 1 – Course Recap

  • Q&A session
  • More Lab Session
  • General Recap

Day 2 – CV Review & Job application

  • CV review
  • Job search and application process
  • Interview Prep