ROOMAN - Technical Support Executive

Technical Support Executive
(IT Helpdesk)

Become a Expert & Specialization in Technical Support Executive
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About Technical Support Executive

A Technical support executive course is a training program designed to equip individuals with the skills and knowledge required to work in the technical support field. Technical support executives are responsible for providing technical assistance and support to customers who are experiencing problems with their electronic devices, software, or other technical products. Troubleshooting computer hardware and software issues, setting up new devices or networks, and providing advice and guidance to users.

Course Duration
Course Duration

330 hours

Course Duration
On Job Training

60 hours

Course Outline

  • Basic hardware components of a computer,
  • CPU, RAM, storage devices,
  • input/output devices, and peripherals.
  • Installation and configuration of Windows, macOS, and Linux.
  • Navigate through the operating system
  • Customize settings, Install Devices
  • Troubleshoot common issues.
  • Installation of various application software
  • Microsoft Office, Adobe Creative Suite, and web browsers.
  • Troubleshoot common software problems,
  • Assist Customer with software installations and upgrades
  • Basics of computer networking
  • Local area networks (LANs) and wireless networks.
  • IP addresses, DHCP, DNS, and TCP/IP
  • How to configure routers, set up security,
  • Troubleshooting network connectivity issues
  • How the internet works
  • How to use web browsers to access websites.
  • How to set up and troubleshoot email accounts.
  • Basics of computer security
  • Anti-virus software
  • Firewalls
  • Best practices for password management.
  • How to diagnose and troubleshoot
    1. common hardware issues
    2. Application and software issues.

  • Use diagnostic tools and techniques

  • Effective communication techniques,

  • Active listening, empathy, and professionalism.

  • How to manage difficult customers and resolve conflicts.

  • Tools and techniques for providing remote technical support

  • ITIL framework and processes

  • Service request and incident management

  • Change management and release processes

  • Record Keeping for Technical Issues and resolution

  • Service level agreements (SLAs) and key performance indicators (KPIs)

  • Understanding of ethical and professional standards

  • Best practices for maintaining professionalism and ethical behaviour in the workplace

  • Importance of maintaining confidentiality and data security

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