Understand IT support principles, SLAs, help desk operations, and ITIL framework basics.
Provide exceptional customer service in an IT support environment, building rapport and managing user expectations.
Master core technical skills, including operating systems (Windows, macOS, Linux), networking fundamentals, hardware components, and software applications.
Grasp essential IT vocabulary, acronyms, and technical concepts.
Apply systematic approaches to diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
Handle unexpected IT incidents such as system outages and data loss effectively.
Follow standard operating procedures (SOPs) and protocols for common IT tasks, incident management, and change management.
Implement data security best practices, manage passwords, recognize phishing attempts, and adhere to relevant regulations (e.g., GDPR).
Understand common cyber threats, malware, and security vulnerabilities.
Protect sensitive data and mitigate cybersecurity risks.
Course Curriculum
IT Support Essentials
This module introduces the fundamental principles of IT support, focusing on establishing a strong foundation for delivering effective and user-centric service.
IT Support Fundamentals
Lesson 1 Quiz
Customer Service Excellence in IT Support:
Core Technical Knowledge
This module provides a comprehensive overview of the essential technical skills and knowledge required for IT support professionals to effectively diagnose and resolve a wide range of IT issues.
IT Terminology and Concepts
lesson 2 Quiz
Core Technical Skills
Communication Techniques & Professionalism
3.1 Effective Communication Styles
Tone, clarity, and empathy for financial customers
Structuring a call/email for efficiency and clarity
Handling language barriers and cross-cultural nuances
3.2 Active Listening & Emotional Intelligence
Techniques for staying engaged and reading between the lines
Managing anxious or frustrated customers
Building trust through empathy
3.3 Professional Email Etiquette
Standard formats for financial service communications
Concise writing and correct grammar
Complying with privacy regulations in email
Troubleshooting and Problem-Solving
Lesson 3 Quiz
Handling Unexpected IT Issues
Security, Data Privacy & Regulatory Compliance
4.1 Overview of Financial Regulations
Importance of compliance with local and international laws (e.g., KYC, AML)
Overview of key regulatory bodies and frameworks (e.g., Central Banks, GDPR)
4.2 Data Protection & Privacy
Proper handling of sensitive financial data (account numbers, personal IDs)
Secure communication channels (encryption, secure call protocols)
Potential penalties for data breaches
4.3 Fraud Prevention & Detection
Recognizing signs of suspicious activity
Steps to escalate suspected fraud
Maintaining logs and audit trails
IT Procedures and Protocols
Lesson 4 Quiz
Security and Compliance
This module emphasizes the critical importance of security awareness and compliance in IT support, equipping professionals with the knowledge and skills to protect sensitive data and mitigate cybersecurity risks.
Security Awareness and Compliance
Lesson 5 Quiz
Cybersecurity Basics
R960,00
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Material Includes
Detailed module descriptions outlining the topics covered.
Structured content for each topic, covering key concepts, procedures, and best practices.
