6-Week IT Support (Level 1) Training Plan
Objective: To equip trainees with the foundational knowledge and practical skills required for an
entry-level IT Support / Helpdesk role, as defined by the SSC/Q0101 standard.
Week 1: Foundation & Introduction to the IT World
Focus: Understanding the industry, your role, and the very basics of computer technology.
Goal: Trainees can articulate what the IT-ITES industry is, describe their target job role, and
explain the core components of a computer.
Day Topics Activities & Labs
Introduction to IT-ITES Industry
Lecture, group discussion on how IT touches
1 • Industry segments (IT Services, BPO, R&D)
everyday life.
• Impact on economy and society
The IT Helpdesk & Engineer Technical
Support Role Role-playing activity: Act out a good and a bad
2
• Meaning of IT Helpdesk helpdesk call.
• Roles & Responsibilities
Required Skills & Certifications
Research and present on a common certification
3 • Necessary vs. Bonus skills (Troubleshooting,
(A+, Network+, Microsoft Fundamentals).
Customer Service, Certifications)
Computer Fundamentals - History &
Interactive timeline activity matching generations
4 Generations
to technology.
• History from Vacuum Tubes to Microchips
Computer Fundamentals - Pros, Cons,
HW/SW Lab: Identify hardware components inside a
5
• Advantages/Disadvantages dismantled PC (show, don't touch yet).
• Hardware vs. Software definition
6 Review & Assessment
Week 2: Hardware Deep Dive & Assembly
Focus: Hands-on experience with computer hardware components, safety, and assembly.
Goal: Trainees can identify all major internal components, understand their function, and safely
disassemble and reassemble a desktop computer.
Day Topics Activities & Labs
Hardware Components: Motherboard &
Processor Lab: Examine different types of motherboards
1
• Motherboard (the "backbone") and CPUs.
• CPU (Dual-core, Quad-core)
2 Hardware Components: Cards & Drives Lab: Identify various expansion cards and types
Day Topics Activities & Labs
• Controller, Display, Sound, Network cards
of hard drives and cables.
• HDD Types (IDE, SATA, SCSI)
Power Supply (SMPS)
Lab: Identify different SMPS units and their
3 • Function of SMPS
connectors.
• Types (AT, ATX, BTX) and connectors
Lab: Computer Dismantling
Practical Lab: Guided step-by-step dismantling
4 • Safety procedures
of a PC.
• Systematic disassembly
Lab: Computer Assembly
Practical Lab: Guided reassembly of the PC.
5 • Handling components
Power-on test.
• Connecting cables and cards
Troubleshooting Hardware Issues
Lab: Instructor introduces common faults;
6 • Common boot failures (RAM not seated,
trainees diagnose and fix.
cables loose)
Week 3: Software, OS & Local Troubleshooting
Focus: Understanding software layers, operating systems, and solving common software-
related issues on a local machine.
Goal: Trainees can classify software, explain the role of an OS, and perform basic OS
installations and software troubleshooting.
Day Topics Activities & Labs
Software Classification
1 • System vs. Application Software Lecture and software categorization exercise.
• Utility, Library, Translator software
Operating Systems Overview
• Purpose of an OS
2 Lab: Navigate and identify key features of Windows OS.
• Examples (Windows, Linux,
MacOS)
Booting Process: DOS vs.
3 Windows Demo: Show boot process. Discuss BIOS/UEFI.
• Difference between OS types
Lab: Hard Drive Management
• Partitioning Practical Lab: Use a test machine to partition and format
4
• Formatting a HDD (virtual machines ideal).
• OS Installation (Theory)
Lab: Software Installation &
Configuration Practical Lab: Install drivers for a provided printer. Install
5
• Driver Installation (Printers) and configure antivirus software.
• Antivirus Installation
6 Software Troubleshooting Practical Lab: Boot into Safe Mode. Use system tools
• Safe Mode (msconfig, device manager) to diagnose issues.
• Uninstalling problematic
Day Topics Activities & Labs
software/drivers
Week 4: Networking & Remote Support
Focus: Principles of computer networking, solving connectivity issues, and using tools for
remote support.
Goal: Trainees can set up a basic network, troubleshoot connectivity problems, and use remote
desktop tools.
Day Topics Activities & Labs
Networking Fundamentals
• Basic concepts: IP Address,
1 Lecture and diagram drawing of a simple home network.
DHCP, DNS
• Wired vs. Wireless
Troubleshooting Network Practical Lab: Use command prompt tools (ipconfig,
2 Issues
ping, tracert) to diagnose network problems.
• Network Connectivity Issue
Setting up a Wi-Fi Network
3 • Configuring a wireless router Practical Lab: Configure a wireless router for secure access.
• Security (WPA2/WPA3)
Common Browser Issues
Practical Lab: Diagnose and fix common browser problems
4 • Clearing cache/cookies
like slow loading or redirects.
• Managing extensions
Remote Desktop & Support
Tools
Practical Lab: Paired activity: One trainee "calls" for help, the
5 • Concepts of remote support
other uses Remote Desktop to assist.
• Using tools like Windows
Remote Desktop
Practical test: Solve a combination of hardware and software
6 Review & Assessment
issues on a test machine.
Week 5: The Helpdesk Process & Customer Service
Focus: The soft skills and structured processes required for effective helpdesk work.
Goal: Trainees can manage a service request from start to finish, classify queries, prioritize, and
deliver excellent customer service.
Day Topics Activities & Labs
The Service Desk Process
Lab: Practice writing clear, concise ticket summaries
1 • Receiving requests
from vague user descriptions.
• Capturing information in a CRM/ticket
2 Query Classification & Prioritization Role-play: Triage several incoming calls based on
• Categorizing issues urgency and impact.
Day Topics Activities & Labs
• Using SLAs and escalation matrices
Customer Service Excellence
• Communication skills Intensive role-playing exercises with feedback on tone,
3
• Questioning techniques language, and active listening.
• Conveying empathy
Working with Colleagues &
Knowledge Bases Lab: Search a simulated knowledge base to find
4
• Effective communication solutions to common problems.
• Using a Knowledge Base for solutions
Handling Difficult Situations
Advanced role-playing scenarios with difficult
5 • Dealing with angry customers
customers.
• Knowing your limits and escalating
Trainees man a simulated helpdesk, taking calls and
6 Simulated Helpdesk Day
creating tickets for instructors acting as users.
Week 6: Workplace Excellence & Final Preparation
Focus: The professional aspects of the job: security, organization, and continuous learning.
Goal: Trainees understand their responsibilities in maintaining a secure workspace and are
prepared for final assessment and certification.
Day Topics Activities & Labs
Health, Safety & Security
Workshop: Create a checklist for a safe and secure IT
1 • Best practices
workspace.
• Reporting incidents
Data Management & Sharing
Lab: Practice properly formatting and sharing
2 • Standard formats
information (e.g., in a ticket note).
• Confidentiality
Work & Time Management
Activity: Plan and prioritize a typical helpdesk
3 • Organizing work area
technician's daily task list.
• Utilizing time effectively
Developing Knowledge & Skills
Trainees create a personal development plan for their
4 • Continuous learning
first 6 months on the job.
• Seeking feedback
5 Final Comprehensive Review Q&A session. Review of all key concepts from all units.
