Course Description

Kickstart your IT career with our hands-on IT Support Engineer course. Learn incident management, ticket handling, troubleshooting, and customer communication skills aligned with ITIL practices. Gain practical exposure to ServiceNow, remote support tools, and real-world scenarios to confidently clear MNC interviews and excel in IT support roles.

Course Duration: 1 Year

Phase 1: Technical Training (6 Months)

Month 1-2: IT Service Desk Fundamentals

- Week 1-2: Introduction & ITIL Concepts
- IT Service Desk Roles
- ITIL v4 Processes: Incident, Problem, Request, Change Management

ITIL Fundamentals -
Core Concepts: Learn what services are, how they deliver value, and the basics of service management.
Service Value System (SVS): Understand how different components and activities work together to create value.
Four Dimensions of Service Management: Explore the organizational, technological, partner/supplier, and process aspects.
Guiding Principles: Get familiar with the seven principles that guide ITIL practices.
Service Value Chain: Learn how services are created and delivered through interconnected activities.
ITIL Practices: Dive into key practices like incident management, change control, and continual improvement.

Agile Fundamentals -
Agile Principles & Mindset: Understand the Agile Manifesto and how it shapes modern project delivery.
Scrum & Kanban: Explore popular frameworks, their roles, events, and artifacts.
Iterative Development: Learn how to deliver value in small, frequent increments.
User Stories & Backlogs: Discover how to prioritize work and manage changing requirements.
Agile vs. Waterfall: Compare traditional and Agile approaches to project management.

Service Improvement -
Understanding Service Value: Clarifying the purpose and value of a service from the customer’s perspective.
Process Mapping: Visualizing current workflows to identify bottlenecks and inefficiencies.
Demand & Capacity Analysis: Measuring what’s needed versus what’s available.
Waste Reduction: Applying Lean principles to eliminate non-value-adding activities.
Continuous Improvement: Using feedback loops and metrics to drive ongoing enhancements.

- Week 3-4: Ticketing & Remote Support Tools
- ServiceNow
- TeamViewer, AnyDesk, RDP Usage, VPN

Month 3-4: Windows OS & MS Office Proficiency

- Week 1-2: Windows OS Basics
- File Systems, Registry, Task Manager
- Troubleshooting: Blue Screen, Boot Issues

- Week 3-4: MS Office Skills
- Word: Formatting, Tables
- Excel: Formulas, Charts, Pivot Tables, VLOOKUP

Month 5: Computer Networking Basics

- Week 1-2: Networking Fundamentals
- TCP/IP, IP Addressing, DNS, DHCP

- Week 3-4: Networking Tools & Equipment
- Command Line Tools: ping, ipconfig, tracert
- Introduction to LAN/WAN, Switches, Routers

Month 6: Advanced Troubleshooting

- Week 1-2: System and Network Troubleshooting
- Windows Update, Services, Antivirus Management

- Week 3-4: Mock Sessions and Practical Applications
- Mock Calls, Remote Support Scenarios
- Email Writing Practice

Phase 2: English and Soft Skills Training (6 Months)

Month 7-8: Communication Skills

- Week 1-4: English Grammar and Vocabulary
- Focus on Sentence Structure and Syntax
- Vocabulary Enhancements and Usage

Month 9-10: Presentation and Interpersonal Skills

- Week 1-2: Presentation Skills
- PowerPoint Design, Delivery Techniques

- Week 3-4: Interpersonal Communication
- Role Plays and Interactive Sessions

Month 11: Professional Grooming & Etiquette

- Week 1-2: Professional Grooming
- Dress Code, Body Language, Professional Behavior

- Week 3-4: Call Handling & Customer Service Etiquette
- Handling Difficult Customers
- Effective Listening and Response Skills

Month 12: Interview Preparation

- Week 1-2: Resume Writing and Review
- Crafting a Professional Resume
- Personalized Feedback Sessions

- Week 3-4: Mock Interviews and Group Discussions
- Conducting Mock Interviews
- Participating in Group Discussions

Learning Outcomes
- Skillfully manage IT Service Desk roles and responsibilities.
- Demonstrate proficient use of ticketing, remote support, and MS Office tools.
- Apply effective troubleshooting techniques for OS and network issues.
- Communicate clearly and confidently in professional settings.
- Exhibit polished professional behavior and customer service skills.
- Successfully prepare for and conduct job interviews.

Support Resources
- Continuous access to learning materials and discussion forums.
- Regular assessments and personalized feedback.
- Mentorship and guidance throughout the training period.
- Job interview offer