IT Support Service — Level 3
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About This Course
IT Support Service — Level 3
Course Overview
This course introduces technical support for computers, operating systems, applications, peripherals, connectivity, and end users. Learners practise diagnosing common problems, applying basic fixes, documenting support requests, and escalating complex incidents.
Course Objectives
Understand IT support workflows.
Diagnose common hardware and software problems.
Support basic operating-system and network functions.
Communicate with users and document incidents.
Learning Outcomes
Learners should be able to gather information about a fault, perform basic diagnostic checks, install or configure supported software and peripherals, assist with basic connectivity problems, follow safe working practices, and maintain support records.
Proposed Course Contents
IT support roles and service procedures
Computer hardware and peripherals
Operating-system fundamentals
Software installation and configuration
User accounts and basic access management
Basic networking and connectivity
Printer and peripheral troubleshooting
Security, updates, and backup awareness
Ticketing, documentation, and escalation
Customer communication and workplace safety
Practical Activities
Diagnose a computer that will not start.
Install a supported application.
Troubleshoot a simulated network issue.
Configure a printer or peripheral.
Record and resolve a sample help-desk ticket.
Assessment Method
Proposed methods include knowledge questions, practical troubleshooting demonstrations, observation, incident documentation, and a simulated support scenario. Formal assessment must follow the approved standard and tools.
Target Audience
Beginners, computer users seeking technical skills, students, job seekers, and aspiring help-desk technicians.
Career Opportunities
IT Support Assistant, Help Desk Trainee, Desktop Support Assistant, Computer Service Assistant, and Technical Support Representative.
Certification Note
The Level 3 designation is taken from the user's list. Verify the official qualification title, standard, and assessment arrangements before publishing a formal NSDA certification claim.