Intro to IT Support & Helpdesk Basics — Certification Brochure

LAPT

London Academy of Professional Training

Certificate

Intro to IT Support & Helpdesk Basics

Workshop Level

REF: IT-ISM-W • IT Centres • IT Service Management & Project Management

6Subjects	18Chapters	72Classes	440Total Marks	60%Pass Mark	LifetimeValidity

At a Glance

Reference	IT-ISM-W
Award	Certificate
Assessment	440 marks — 264 to pass (60%)
Prerequisites	None
Validity	Lifetime
Awarding Body	LAPT — London Academy of Professional Training

Curriculum

What IT Support Does

3 chapters · 12 classes 65 marks

• 1 Meeting the World of IT Support — 4 classes

› 1.1 What IT Support Means

› 1.2 Who Needs IT Help at Work

› 1.3 Everyday Tools of a Helpdesk

› 1.4 A Day in the Life of Support

• 2 Users, Devices and Systems — 4 classes

› 2.1 Understanding Business Users and Their Needs

› 2.2 Computers, Phones and Printers at Work

› 2.3 Networks and Internet in Simple Words

› 2.4 Software, Apps and Accounts Explained

• 3 How Support Fits the Business — 4 classes

› 3.1 Support Levels and Handing Over Issues

› 3.2 Why Fast Support Saves Money

› 3.3 Working Together in a Support Team

› 3.4 Service Promises and Response Times

Common Computer and Device Problems

3 chapters · 12 classes 65 marks

• 1 Slow and Frozen Devices — 4 classes

› 1.1 Why Computers Run Slowly

› 1.2 Restarting and Closing Stuck Programs

› 1.3 Freeing Up Storage Space

› 1.4 Updates and When to Install Them

• 2 Passwords and Account Access — 4 classes

› 2.1 Forgotten Passwords and Safe Resets

› 2.2 Locked Accounts and Why They Happen

› 2.3 Checking the User Is Who They Say

› 2.4 Two-Step Sign-In Problems

• 3 Printers, Connections and Peripherals — 4 classes

› 3.1 Fixing Common Printer Faults

› 3.2 Wi-Fi and Network Connection Checks

› 3.3 Mouse, Keyboard and Screen Issues

› 3.4 A Simple Step-by-Step Fault Finding Method

Logging a Ticket Properly

3 chapters · 12 classes 65 marks

• 1 What a Support Ticket Is — 4 classes

› 1.1 Purpose of a Ticketing System

› 1.2 Parts of a Good Ticket

› 1.3 Incidents, Requests and Questions

› 1.4 Ticket Life from Open to Closed

• 2 Capturing Clear Details — 4 classes

› 2.1 Asking the Right Questions First

› 2.2 Writing a Clear Problem Summary

› 2.3 Recording Error Messages and Screenshots

› 2.4 Noting Contact Details Accurately

• 3 Priority and Follow-Up — 4 classes

› 3.1 Setting Priority by Impact and Urgency

› 3.2 Updating Notes as Work Continues

› 3.3 Passing a Ticket to Another Team

› 3.4 Closing a Ticket with the User's Okay

Talking to Users Clearly and Kindly

3 chapters · 12 classes 65 marks

• 1 Plain Language for Non-Technical People — 4 classes

› 1.1 Replacing Jargon with Everyday Words

› 1.2 Giving Instructions One Step at a Time

› 1.3 Checking the User Has Understood

› 1.4 Explaining Delays Honestly

• 2 Listening and Empathy — 4 classes

› 2.1 Active Listening on Support Calls

› 2.2 Staying Calm with Frustrated Users

› 2.3 Showing Care in Few Words

› 2.4 Saying No Politely When Needed

• 3 Calls, Chats and Emails — 4 classes

› 3.1 Opening and Closing a Support Call

› 3.2 Writing Short Helpful Chat Replies

› 3.3 Writing Clear Support Emails

› 3.4 Practising a Full Support Conversation

Staying Safe Online at Work

3 chapters · 12 classes 90 marks

• 1 Strong Password Habits — 4 classes

› 1.1 What Makes a Password Strong

› 1.2 Using a Password Manager

› 1.3 Never Sharing or Reusing Passwords

› 1.4 Turning On Extra Sign-In Protection

• 2 Spotting Phishing and Scams — 4 classes

› 2.1 How Phishing Emails Look

› 2.2 Suspicious Links and Attachments

› 2.3 Fake Calls and Text Messages

› 2.4 What to Do After Clicking by Mistake

• 3 Caring for Company Data — 4 classes

› 3.1 Why Business Data Needs Protection

› 3.2 Locking Screens and Safe Workspaces

› 3.3 Using Public Wi-Fi and Personal Devices Safely

› 3.4 Reporting Security Worries Quickly

IT Support Careers and Next Steps

3 chapters · 12 classes 90 marks

• 1 The Helpdesk Career Ladder — 4 classes

› 1.1 Entry Roles in IT Support

› 1.2 Moving Up to Senior Support Roles

› 1.3 Paths into Networks and Security

› 1.4 Where Support Jobs Are Found

• 2 Skills Employers Look For — 4 classes

› 2.1 Technical Skills to Build First

› 2.2 People Skills That Get You Hired

› 2.3 Building a Simple Support Portfolio

› 2.4 Preparing for a Helpdesk Interview

• 3 Your Learning Path Forward — 4 classes

› 3.1 Reviewing What You Learned

› 3.2 Setting Personal Learning Goals

› 3.3 Introducing the Foundation Certificate

› 3.4 Practice Resources and Next Actions

LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom
info@lapt.org • +44 7513 283044 • lapt.org

UKPRN 10067351 • Company 4984798
Curriculum current at the date of issue.