In this article we will providing information regarding latest Download Domestic IT Helpdesk Attendant Syllabus in PDF 2024.
Download Domestic IT Helpdesk Attendant Syllabus in PDF 2024
Information Technology (IT) and Information Technology-enabled Services (ITeS) are one of the most significant growth stimulator of the Indian economy.
Objectives of the Course
Upon completion of this course, you will be able to:
- Demonstrate the knowledge of modern computers and their parts and peripherals
- Communicate effectively at workplace
- Describe the use of various operating systems and software
- Demonstrate the knowledge of health, safety and security issues and follow best practices
- Demonstrate the knowledge of helpdesk system fundamentals
- Demonstrate the knowledge of fundamentals of network operating systems
Latest Syllabus of Domestic IT Helpdesk Attendant
In the Skill Course – Domestic IT Helpdesk Attendant we will learn total 5 unit in this skill course.
Unit 1 – Introduction to IT-ITES Industry
- Introduction to IT-ITES Industry
- Objectives of the Course
- Meaning of IT Helpdesk
- Roles & Responsibilities of IT Helpdesk Attendant
- Required Skills to become an IT Helpdesk Attendant
Unit 2 – Computer Fundamentals
- History of Computers
- Advantages & Disadvantages of Computers
- Hardware & Software
- Classification of Software
- System Software & Application Software
- Utility Programs
- Library Programs
Unit 3 – Basic PC Troubleshooting (Hardware/Software)
- Booting of DOS/Windows
- Types of Computer Cards
- Processor & Motherboard
- Installation of SMPS
- Dismantling & Assembling Computer
- Installing & Connecting Various Types of Hard Disk Drive
- Configuring, Partitioning & Formatting of Hard Disk Drive
- Installing Motherboard
- DOS & Windows Installation/Configuration
- Antivirus Download
- Printers Driver Installation
- Uninstalling the Drivers
- Hard Disk Booting Issue
- Network Connectivity Issue
- Setting up a Wi-Fi Network
- Common Browser Issues & Troubleshooting
- Safe Mode & its Use
- Remote Desktop
- Windows & MS-Office Shortcuts
Unit 4 – Dealing with IT Service Requests/Incidents
- Monitor & Verify Automated Alerts for customer service requests
- Obtain Sufficient Information from Customer
- Capture Queries/Complaints of Customers in CRM, Register Page No. (224-231) Domestic IT Helpdesk Attendant 5 or MS Excel
- Prioritize Service Requests According to Organizational Guidelines
- Resolve First Level Complaints at Front End
- Address Customer’s Query, Request or Complaint on the Basis of Categorization
- Refer the Problem to a Competent Technical Support Team
- Customer Query Resolution
- Workaround
- Follow Escalation Matrix to Resolve Customer Issues
- Seeking Advice and Guidance from Line Manager
- Update Customer on Time Required for Resolution of a Query
- Adhere to Timelines for Resolving Customer Issues
- Offer 100% Resolution of Customer’s Complaints without Delay
Unit 5 – Planning and Organising Work to Meet Expected Outcomes
- Maintaining Cleanliness at Work
- Self-Discipline and Punctuality
- Complying with Company Policy and Rules
- Checking Work for Accuracy
- Seeking Advice and Guidance from Line Manager
- Understanding the Work Output Requirements
Unit 6 – Maintain a Healthy, Safe and Secure Working Environment
- Complying with organization’s current health, safety and security policies and procedures
- Reporting any identified breaches in health, safety, and security policies and procedures
- Identifying and correcting any hazards that you can deal with safely
- Reporting any hazards that you are not allowed to deal with to the relevant person
- Identify and recommend opportunities for improving health, safety, and security to the designated person
- Following Emergency Procedures
- Complete any health and safety records legibly and accurately.
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