flagship course

Information Technology Support and Practice

Support computers, networks and basic software for a small organisation, keep data safe and solve user problems with records.

about this course

What you will be able to do

L4 Practitioner8 modules · 39 h lessons plus practice

Support computers, networks and basic software for a small organisation, keep data safe and solve user problems with records.

Define the parts of a computer, a network and an operating system.
Apply set-up, update and backup tasks with a checklist.
Analyse a user problem from symptoms to cause.
Evaluate the risk of a setting or a habit.
Create a support plan with a help log and a backup test.

Task, condition and standard

Task

Set up, secure and support a small office of five users, keep a help log, and prove a backup can be restored.

Condition

About 10 weeks part-time. Two or three practice computers, a router and switch, a spare drive, free software, a mentor.

Standard

Each task follows a written checklist, each problem is logged with symptom, cause and fix, backups are restored in a test, and passwords and personal data are protected.

Who it is for: School leavers, diploma and degree students, office staff taking on support duties, small business owners. Requirements: None; basic computer use. Materials: lesson text, templates, rubric, check with answers.

lesson by lesson

8 modules with worked examples

Module 1 Computer parts and operating systems 4 hDefine

Name the processor, memory, storage, power supply, motherboard and display, and what each does.
Explain the operating system as the layer that shares hardware between programs.
Check specifications in system settings: memory size, storage free, version.
Switch off and unplug before opening a case, and touch bare metal to discharge static.

Worked example. A user complains of slowness. Settings show 4 GB memory with 3.8 GB used and 12% disk free; adding 4 GB memory and clearing 40 GB of files fixes the delay.

Activity. List the parts and specifications of a practice computer.

Standard to meet. Name all parts correctly and match the specifications to system settings.

Module 2 Set up and update a computer 5 hApply

Follow a written checklist: install the operating system, drivers, updates, office tools, and antivirus where needed.
Create a standard user account for daily work and keep the administrator account separate.
Turn on automatic updates and check them monthly.
Label the machine, record its serial number and note the date in an asset list.

Worked example. A new office computer takes 90 minutes: 40 for the operating system, 30 for updates, 10 for software, 10 for the checklist and asset record.

Activity. Set up a practice computer from a checklist and sign each step.

Standard to meet. Tick every step and complete the asset list entry.

Module 3 Networks and internet 5 hExplain

A router joins the office network to the internet; a switch joins devices inside it.
Each device has an IP address; a typical office uses 192.168.1.x with the router at 192.168.1.1.
Use wired links for desktops and Wi-Fi with WPA2 or WPA3 for phones and laptops.
Test with ping and a speed test and note the results.

Worked example. A five-user office has a 100 Mbps line. A speed test shows 12 Mbps at 5 pm; the cause is one machine downloading updates, so updates are scheduled for 8 pm.

Activity. Draw the network of a small office and test two connections.

Standard to meet. Draw the router, switch and devices, and give units for the test results.

Module 4 Backup and recovery 5 hApply

Follow the 3-2-1 rule: three copies, on two kinds of media, one stored elsewhere.
Schedule backups so that no more than one day of work is lost.
Restore a sample file every month to prove the backup works.
Encrypt backups that hold personal data and keep the key safe.

Worked example. A 120 GB office folder grows by 2 GB a day. A weekly full backup plus daily changes needs about 120 + 12 GB = 132 GB per week, so a 500 GB drive holds nearly four weeks.

Activity. Set up a backup and restore three files from it.

Standard to meet. Restore all three files intact and record the restore time.

Module 5 Security and passwords 5 hEvaluate

Use long, unique passwords kept in a password manager, and turn on two-step sign-in.
Spot phishing: odd sender, urgent tone, mismatched link, request for a password or OTP.
Never share OTPs, and report suspicious mail to the support lead.
Follow the data protection rules for personal data and keep only what you need.

Worked example. A user receives a mail asking to update bank details through a link. The link address does not match the sender, so it is reported and deleted, and no password is shared.

Activity. Review five emails and mark which are phishing, with reasons.

Standard to meet. Classify at least four of five correctly, with a reason for each.

Module 6 Troubleshoot user problems 6 hAnalyse

Ask what changed, when it started and what the user sees.
Reproduce the problem, then test the simplest cause first.
Fix one thing at a time and ask the user to confirm.
Record symptom, cause and fix in the help log.

Worked example. A user cannot print. The printer shows online, but the queue holds 14 stuck jobs; clearing the queue and restarting the print service fixes it in 6 minutes.

Activity. Solve three seeded problems and log each.

Standard to meet. Record symptom, cause, fix and time taken in each log entry.

Module 7 Help desk habits and records 5 hEvaluate

Answer politely, repeat the problem back and set a time to respond.
Rank requests by effect: no-one can work first, one user next, advice last.
Track the help log: number of tickets, average time to fix, repeat problems.
Write a short how-to guide for any problem seen three times.

Worked example. A help log shows 30 tickets in a month; 9 are password resets. A self-service reset guide cuts them to 3 the next month.

Activity. Review a month of help log data and propose two changes.

Standard to meet. Link proposals to specific numbers from the log.

Module 8 Capstone: support plan and test 4 hCreate

Choose an office of five users.
Write a support plan with set-up checklist, backup schedule and security rules.
Run a restore test and a phishing check.
Present the plan, the help log and the results.

Worked example. A plan covers 5 computers, a nightly backup, a monthly restore test, a help log and a one-page rule sheet; the restore test recovers 100% of 10 sample files.

Activity. Present the plan and the test results in five minutes.

Standard to meet. Complete the plan, pass the restore test and use the log.

assessment

How you are checked

Evidence: the work product from each module, kept in one folder with dates. A mentor and two peers mark it with this rubric. Pass: no criterion at 'Not yet'.

Marking rubric
Criterion	Not yet	Meets	Exceeds
Support	Missing or unclear	Meets the stated check	Fixes problems fast and writes guides others use
Security	Guessing	Evidence kept	Rules set and checked regularly
Records	Gaps	Complete	Complete and reviewed by a peer
Safety and ethics	Overlooked	Followed	Followed and taught to others

Ten-question check, with model answers

Q1. What does the operating system do?

Model answer: It shares hardware between programs and the user. (Covered in module 1: Computer parts and operating systems. To pass that module: Name all parts correctly and match the specifications to system settings.)

Q2. Why use a standard account for daily work?

Model answer: It limits the damage a mistake or malware can do. (Covered in module 2: Set up and update a computer. To pass that module: Tick every step and complete the asset list entry.)

Q3. What does a switch do?

Model answer: It connects devices inside the same network. (Covered in module 3: Networks and internet. To pass that module: Draw the router, switch and devices, and give units for the test results.)

Q4. What proves a backup works?

Model answer: Restoring a file from it. (Covered in module 4: Backup and recovery. To pass that module: Restore all three files intact and record the restore time.)

Q5. Should anyone share an OTP with support staff?

Model answer: No; an OTP is private to the user. (Covered in module 5: Security and passwords. To pass that module: Classify at least four of five correctly, with a reason for each.)

Q6. Why ask what changed?

Model answer: Most faults follow a recent change. (Covered in module 6: Troubleshoot user problems. To pass that module: Record symptom, cause, fix and time taken in each log entry.)

Q7. What should be fixed first?

Model answer: Problems that stop everyone from working. (Covered in module 7: Help desk habits and records. To pass that module: Link proposals to specific numbers from the log.)

Q8. What proves the support plan works?

Model answer: A passed restore test and a help log that shows problems solved. (Covered in module 8: Capstone: support plan and test. To pass that module: Complete the plan, pass the restore test and use the log.)

Q9. Name the first step before opening a computer case.

Model answer: Switch off, unplug and discharge static. (Covered in: Task, condition and standard, near the top of this page.)

Q10. Why keep a help log?

Model answer: It shows repeat problems and helps decide what to fix. (Covered in: Task, condition and standard, near the top of this page.)

seven levels

Your ladder, L1 to L7

This course sits at L4 Practitioner. Each level adds to the one below.

L1 Basic. Know the parts and safe habits.
L2 Awareness. Describe how networks and operating systems work.
L3 Foundation. Set up and update computers under supervision.
L4 Practitioner. Support a small office alone.
L5 Specialist. Handle networks, backups and security for a business.
L6 Advanced. Lead an IT team and set policy.
L7 Super expert. Design support systems and standards across organisations.

Slide by slide

Seven slides, one per level. Open each for the slide text and the speaker notes.

Slide 1 L1 Basic: Computer parts and habits

Name 12 computer parts and list 6 safe habits, such as updates and strong passwords, with no error.

Speaker notes. Teacher opens a case and asks for part names. Covered in module 1.

Slide 2 L2 Awareness: How systems connect

Explain how an operating system and a small network work, using one labelled diagram of 6 devices.

Speaker notes. Learner traces a web page request on a sketch. Covered in module 3.

Slide 3 L3 Foundation: Supervised setup

Set up and update 3 computers under supervision using a checklist of 10 steps, all ticked.

Speaker notes. Teacher watches one setup and signs the checklist. Covered in module 2, Set up and update a computer.

Slide 4 L4 Practitioner: Small office support

Resolve 5 sample user problems alone and log each with cause, fix and time taken.

Speaker notes. Teacher raises tickets such as a printer fault and checks the log. Covered in module 6, Troubleshoot user problems.

Slide 5 L5 Specialist: Business network and backup

Configure a backup that restores 10 test files correctly, and set 5 security controls for a 10-user business.

Speaker notes. Teacher deletes a file and asks for a restore. Check local rules with an expert for data law.

Slide 6 L6 Advanced: Lead an IT team

Lead a team of 3, write a 6-point support policy and track response time on 20 tickets.

Speaker notes. Teacher reviews the policy and the ticket times on a one-page chart.

Slide 7 L7 Super expert: Design support standards

Design a support system with service levels, a 5-step escalation path and a training plan for 8 staff.

Speaker notes. Teacher tests the escalation path with a made-up outage and notes gaps.

career routes

Roles, routes and subjects

These routes come from the India pathway tables. They show where this course leads, in my own words.

Career role families

Software engineer
Cloud architect
Data scientist
Operations (DevOps) engineer
Cybersecurity specialist

Ways to work: Employed in technology firms, entrepreneur, freelancer. Who buys: Business to business services and products.

jobs this leads to

Where this takes you

IT support technician
Help desk agent
Network assistant
Office IT administrator
Computer hardware technician

ten locations and global

Your place

Local rules change licences, data handling, pricing words and names of bodies. Check them for your place before you act.

India (Bengaluru)

Language: English, Hindi, Kannada. Currency: INR. Data rule for what you publish: Digital Personal Data Protection Act 2023. Skills frame to cite: National Skills Qualifications Framework (NSQF) and the national credit framework.

Netherlands (Eindhoven area)

Language: Dutch, English. Currency: EUR. Data rule for what you publish: EU GDPR (Dutch: AVG), supervised by the Autoriteit Persoonsgegevens. Skills frame to cite: the Dutch qualification framework (NLQF) linked to the European Qualifications Framework.

UAE (Dubai and Abu Dhabi)

Language: Arabic, English. Currency: AED. Data rule for what you publish: Federal Decree-Law No. 45 of 2021 (personal data protection). Skills frame to cite: the emirate education and training regulators (for example KHDA in Dubai) and the national qualifications framework.

Brazil (Sao Paulo)

Language: Portuguese (Spanish and English support). Currency: BRL. Data rule for what you publish: LGPD (Lei Geral de Protecao de Dados). Skills frame to cite: the national technical-education catalogue and the national S-system training bodies.

Canada (Toronto)

Language: English, French. Currency: CAD. Data rule for what you publish: PIPEDA, with provincial rules where they apply. Skills frame to cite: the provincial colleges framework and the national credential-recognition guidance.

United States

Language: English, Spanish. Currency: USD. Data rule for what you publish: state privacy laws (for example California), and COPPA for children under 13. Skills frame to cite: state and community-college credit systems.

Singapore

Language: English, Mandarin, Malay, Tamil. Currency: SGD. Data rule for what you publish: Personal Data Protection Act (PDPA). Skills frame to cite: the Singapore national skills frameworks and the national credit system.

Australia

Language: English. Currency: AUD. Data rule for what you publish: the Privacy Act 1988 and the Australian Privacy Principles. Skills frame to cite: the Australian Qualifications Framework (AQF) levels.

Hong Kong (Eastern Asia)

Language: Chinese (Cantonese, Mandarin), English. Currency: HKD. Data rule for what you publish: the Personal Data (Privacy) Ordinance. Skills frame to cite: the Hong Kong Qualifications Framework.

Georgia and Israel (Western Asia)

Language: Georgian, Hebrew, Arabic, English. Currency: GEL or ILS. Data rule for what you publish: the personal data law of the country where the learner lives. Skills frame to cite: the national qualifications framework of that country.

Cayman Islands (Caribbean)

Language: English. Currency: KYD. Data rule for what you publish: the Data Protection Act. Skills frame to cite: the local education and training framework.

Mexico

Language: Spanish, English. Currency: MXN. Data rule for what you publish: the federal law on personal data held by private parties. Skills frame to cite: the national competency certification system and the education ministry levels.

Draft

Draft flagship. Own wording. Not live.