Domestic IT help Desk Attendant

Domestic IT Helpdesk Attendant in the IT-ITeS Industry is also known as a Helpdesk Executive, IT Support Executive, Technology Support Executive, Service Desk Executive, Helpdesk Coordinator.

Audience:

Individuals at this job are mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organization, but may include installing and configuring computer hardware operating systems and applications; monitoring and maintaining computer systems and networks; talking staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues; network problems, diagnosing, troubleshooting system and solving hardware/software faults etc.

Duration of the course: 100 Hrs / 1 Month

Course Outline

Introduction to Computes

History of Computers; Computer Generations:
  • First Generation, Second Generation, Third Generation, Fourth Generation and Fifth Generation.
  • Types of Computers
  • Identifying of Computer components
  • Assembling of Computer
  • Types of software

Introduction to Networking

  • Understanding of Data Networking
  • Types of Networks
  • Understanding of wireless LAN
  • Types of network topology
  • Types of media used in computer networks
  • IP addressing

Internet and Email

  • What is internet
  • How to get access to internet
  • Internet benefits
  • Importance of email in communication.

Email Client configuration

  • Understanding of Email client
  • Sending and receiving of emails using email clients
  • Configuration of Email client

Server Hardware

  • Differentiate between Desktop, laptop, workstation and server machine
  • Types of servers
  • Identifying of server hardware components
  • of Data entry operator

Introduction to network security

  • Importance of network security
  • Describe types of security threats
  • Understanding of virus, worms, Trojans
  • Understanding of Adware, malware & spyware.
  • Data Backup
  • Understanding of wireless security

Network Operating System

  • Introduction to Operating systems
  • Hardware requirements to install network Operating systems
  • Installing Microsoft Windows Server 2008 R2
  • Configuring Remote Settings
  • Configuring the IP settings
  • Managing Devices and Device Driver
  • Using Computer Management Console and Server Management Console
  • Understanding the Registry
  • Introducing Troubleshooting Methodology
  • Understanding Advanced Boot Menu
  • Understanding System information
  • Working with Performance monitoring tools
  • Application

Application Server and Services

  • Dynamic Host Configuration Protocol
  • Overview of Web Server
  • Install IIS 7.5 on Windows Server 2008 R2
  • Configuring and hosting web servers
  • Configuring and implementing FTP server
  • Understanding of mail servers.
  • Working With Email Applications

Service Desk

  • Process for service desk
  • Customer Service
  • Tools found in a typical service desk

Service Desk Activities

  • Types of Customer Service and Support Organizations
  • Service Desk Roles and Responsibilities
  • Principal Job Categories
  • Job Responsibilities
  • Professional Responsibilities
  • Skills Required for service support activities
  • Soft Skills
  • Self-Management Skills
  • Service Desk Manager
  • Supporting Roles
  • Characteristics of a Successful Service Desk Team

Service Desk Processes and Procedures

  • The Anatomy of Processes
  • IT Service Management Frameworks and Standards
  • Common Processes Used in Service Desks
  • Incident Management Process
  • Customer Entitlement
  • Incident Categorization and Prioritization
  • Incident Escalation
  • Incident Ownership
  • Incident Notification
  • Problem Management Process
  • Problem Investigation and Diagnosis
  • Knowledge Management Process
  • Change Management Process
  • Service Level Management

Manage your work to meet requirements

  • Communication Skills and the IT Professional
  • Relationship Between Communication Skills and Professional Behavior
  • Working with a Customer
  • Handling different types of customers
  • Employee Best Practices
  • Customer Satisfaction
  • Working with others
  • Organizing and taking responsibility
  • Documentation and Chain of Custody

Maintain a healthy, safe and secure working environment

  • General Safety in work environment
  • Electrical Safety in work environment
  • Fire Safety in work environment
  • Procedures to Protect Equipment and Data
  • Equipment Disposal
  • Roles and Responsibilities of an employee during emergency situations