Course Introduction
This course provides comprehensive training in information technology support and computer troubleshooting, equipping learners with practical skills to diagnose, resolve, and prevent common and advanced computer system issues. It is designed for real-world IT support environments where fast and accurate problem-solving is essential.
Participants will gain a strong understanding of computer hardware, software systems, operating environments, and network connectivity issues. The course focuses on systematic troubleshooting methodologies that help identify root causes rather than temporary fixes.
Emphasis is placed on hands-on technical support skills including system diagnostics, repair procedures, software configuration, and user support services. Learners will build confidence in handling both desktop and network-related technical problems.
The program also explores operating system troubleshooting, peripheral device configuration, system performance optimization, and preventive maintenance practices. These skills are critical in maintaining stable and efficient IT environments.
In addition, participants will learn how to manage IT support tickets, communicate technical solutions effectively to users, and apply best practices in customer-focused IT service delivery.
By the end of the course, learners will be capable of independently diagnosing and resolving a wide range of IT issues while maintaining high standards of technical support and system reliability.
Duration
5 Days
Who Should Attend
- IT support technicians responsible for troubleshooting hardware and software issues in organizational environments
- Helpdesk officers providing first-line technical support and user assistance services
- Computer technicians involved in repairing, maintaining, and upgrading computer systems
- System administrators managing IT infrastructure and resolving system performance issues
- ICT graduates seeking practical skills in computer troubleshooting and technical support roles
- Network support staff handling connectivity issues and basic network configuration tasks
- Office administrators managing computer systems and resolving day-to-day technical problems
- Freelance IT consultants offering technical support services to clients and organizations
- Customer service personnel dealing with IT-related user complaints and technical queries
- Technical support engineers working in IT service centers and managed service environments
Course Objectives
- Develop practical skills in diagnosing and resolving hardware, software, and system-related computer problems in diverse IT environments
- Build a structured troubleshooting methodology that enables systematic identification and resolution of technical issues efficiently and accurately
- Enhance ability to configure, maintain, and repair computer systems, peripherals, and supporting IT infrastructure components
- Strengthen understanding of operating systems troubleshooting including installation, configuration, and performance optimization techniques
- Improve capability to handle network connectivity issues and basic network configuration problems in organizational environments
- Develop proficiency in using diagnostic tools and utilities for identifying system faults and performance bottlenecks
- Build effective IT support communication skills for explaining technical issues and solutions to non-technical users clearly
- Strengthen knowledge of preventive maintenance practices to reduce system failures and improve long-term system stability
- Enhance ability to manage IT support requests using ticketing systems and structured service delivery processes
- Prepare learners to work effectively in professional IT support environments with strong problem-solving and customer service skills
Course Outline
Module 1: Introduction to IT Support Systems
- Understanding the role of IT support in modern organizations and its importance in maintaining operational efficiency
- Exploring different levels of IT support services including helpdesk, technical support, and system administration
- Identifying common IT support environments and the types of technical issues typically encountered
- Examining professional standards and responsibilities of IT support personnel in organizations
Module 2: Computer Hardware Fundamentals
- Understanding core computer hardware components including CPU, RAM, storage devices, and motherboards
- Exploring hardware installation procedures and safe handling practices for computer components
- Identifying common hardware failures and symptoms in personal and organizational systems
- Examining hardware compatibility and upgrade considerations for system performance improvement
Module 3: Operating System Troubleshooting
- Understanding operating system structures and their role in managing computer resources
- Exploring common OS errors, crashes, and booting problems and their troubleshooting methods
- Analyzing system configuration settings and their impact on computer performance and stability
- Examining OS recovery tools and techniques for restoring system functionality
Module 4: Software Installation and Configuration
- Understanding software installation processes and system requirements for different applications
- Exploring software configuration settings for optimal performance and compatibility
- Identifying common software errors and methods for resolving application conflicts
- Examining software update management and patching procedures for system stability
Module 5: Network Connectivity Troubleshooting
- Understanding basic networking concepts including IP addressing, DNS, and connectivity principles
- Exploring methods for diagnosing internet and local network connectivity issues
- Analyzing network configuration settings and their impact on system communication
- Examining tools used for network troubleshooting and performance testing
Module 6: System Diagnostics and Performance Optimization
- Understanding system diagnostic tools used for identifying hardware and software issues
- Exploring techniques for analyzing system performance and resource utilization
- Identifying causes of slow system performance and methods for optimization
- Examining preventive measures to maintain optimal system performance levels
Module 7: Peripheral Device Support
- Understanding installation and configuration of peripheral devices such as printers, scanners, and external drives
- Exploring troubleshooting methods for common peripheral device failures
- Analyzing driver installation and compatibility issues in computer systems
- Examining maintenance practices for ensuring reliable peripheral device performance
Module 8: IT Support Tools and Utilities
- Understanding commonly used IT support tools for system diagnostics and troubleshooting
- Exploring remote support tools and their application in technical assistance services
- Analyzing system monitoring utilities for proactive issue detection
- Examining software utilities used for system repair and optimization tasks
Module 9: IT Service Management and Ticketing Systems
- Understanding IT service management frameworks and support workflows
- Exploring ticketing systems used for managing IT support requests and incidents
- Analyzing prioritization and escalation procedures in IT support environments
- Examining best practices for efficient IT service delivery and user satisfaction
Module 10: Customer Support and Communication Skills
- Understanding communication techniques for effective interaction with non-technical users
- Exploring methods for explaining technical issues in simple and understandable language
- Analyzing customer service principles in IT support environments
- Examining professional behavior and ethics in IT technical support roles
Training Approach
This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.
Tailor-Made Course
This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: training@upskilldevelopment.com Tel: +254 721 331 808
Training Venue
The training will be held at our Upskill Training Centre. We also offer training for a group (at a discount of 10% to 50%) at requested location all over the world. The Onsite course fee covers the course tuition, training materials, two break refreshments, buffet lunch, airport transfers, Upskill gift package, and guided tour.
Visa application, travel expenses, dinners, accommodation, insurance, and other personal expenses are catered by the participant
Certification
Participants will be issued with Upskill certificate upon completion of this course.
Airport Pickup and Accommodation
Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: training@upskilldevelopment.com, +254 721 331 808
Terms of Payment:
Unless otherwise agreed between the two parties’ payment of the course fee should be done 3 working days before commencement of the training so as to enable us to prepare better.
Training Approach
This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.
Tailor-Made Course
This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: training@upskilldevelopment.com Tel: +254 721 331 808
Training Venue
The training will be held at our Upskill Training Centre. We also offer training for a group (at a discount of 10% to 50%) at requested location all over the world. The Onsite course fee covers the course tuition, training materials, two break refreshments, buffet lunch, airport transfers, Upskill gift package, and guided tour.
Visa application, travel expenses, dinners, accommodation, insurance, and other personal expenses are catered by the participant
Certification
Participants will be issued with Upskill certificate upon completion of this course.
Airport Pickup and Accommodation
Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: training@upskilldevelopment.com, +254 721 331 808
Terms of Payment:
Unless otherwise agreed between the two parties’ payment of the course fee should be done 3 working days before commencement of the training so as to enable us to prepare better.
