INFO504 – Technical Support
Module code
INFO504
Module title
Technical Support
Prescription
To enable students to demonstrate an operational knowledge and understanding of IT service management, identify common issues related to IT security, and troubleshoot and resolve a range of common system problems.
Programmes
- BI1601
- BI1607
NZQA Level
Level 5
NZQA Credits
15
Delivery method
- Web-Supported
Learning hours
- Total learning hours
- 150
Resources required
- Learning Outcomes
- Demonstrate an understanding of the principles of service management frameworks and professional practice.
Follow standard procedures when providing IT services and focus on the delivery of best services to the end user
Identify human behaviour that affects IT security and evaluate mitigation techniques and policies.
Demonstrate knowledge of auditing, logging, authentication, and authorisation
Troubleshoot and resolve a range of common system and user problems using appropriate tools and procedures. - Content
- -Service Management frameworks such as ITIL
-Technical IT knowledge and system tools
-Application types eg standalone, client-server, peer to peer, web service, mobile
-IT Services and User Support Management
-Customer service
-SLA ( Service Level Agreements)
-Standard procedures for the provision of IT services
-Best practice of service delivery to end users
-Communication and customer service skills
-Auditing, logging, authentication and authorisation
-Trouble shooting computer problems
-IT Security, threats, mitigation policies and techniques - Teaching and Learning Strategy
- Teaching methods will involve theoretical and practical classes which may include but not limited to lectures, class discussions, tutorials, case studies, simulations, computer laboratory work, group activities, face-to-face and online activities.
- Assessment Criteria
- In order to receive a passing grade, students must achieve a minimum 40% average over all supervised tests and achieve 50% overall for the module.
- Learning and Teaching Resource
- Wintec Learning Management Systems, Computer Laboratory
- Required Textbooks
- An extended reading list will be supplied by the tutor at commencement of the module. This will be updated annually.
