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IT Support Training: Module 1 Lessons

The CCST IT Support Training Course - Module 1 consists of six lessons totaling approximately 20 hours, focusing on IT support job tasks and responsibilities. Key topics include help desk concepts, documentation of customer interactions, problem-solving processes, professional communication, and ticketing systems. Each lesson includes specific learning objectives, materials needed, activities, assessments, and homework assignments to reinforce the skills learned.

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10 views4 pages

IT Support Training: Module 1 Lessons

The CCST IT Support Training Course - Module 1 consists of six lessons totaling approximately 20 hours, focusing on IT support job tasks and responsibilities. Key topics include help desk concepts, documentation of customer interactions, problem-solving processes, professional communication, and ticketing systems. Each lesson includes specific learning objectives, materials needed, activities, assessments, and homework assignments to reinforce the skills learned.

Uploaded by

BH news
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

CCST IT Support Training Course - Module 1 Lesson Plans

Module 1: IT Support Job Tasks and Responsibilities


Total Duration: ~20 Hours

Lesson 1: Introduction to IT Support and Help Desk Concepts


Duration: 2 hours

Learning Objectives:
- Understand the role of IT support and help desk technicians

- Define key help desk concepts: queue management, time management, ticketing systems,
SLA, KPIs

Materials Needed:
- Presentation slides

- Whiteboard and markers

- Sample ticketing system screenshots

Activities:
- Lecture and discussion on help desk concepts

- Group activity: Analyze a sample SLA and identify KPIs

Assessment:
Short quiz on help desk terminology

Homework:
Write a summary of how ticketing systems improve support efficiency

Lesson 2: Documenting Customer Interactions


Duration: 3 hours

Learning Objectives:
- Learn how to document customer interactions clearly and concisely

- Understand the importance of documentation for future reference

Materials Needed:
- Documentation templates

- Sample customer interaction scenarios

Activities:
- Workshop: Practice documenting sample interactions
- Peer review of documentation examples

Assessment:
Evaluate documentation samples for clarity and completeness

Homework:
Document a fictional customer support scenario

Lesson 3: Problem Solving Process in IT Support


Duration: 4 hours

Learning Objectives:
- Understand the steps of the problem-solving process

- Apply the process to real-world IT support scenarios

Materials Needed:
- Flowchart of problem-solving steps

- Case studies

Activities:
- Interactive lecture on problem-solving steps

- Group activity: Solve a case study using the problem-solving process

Assessment:
Written test on problem-solving steps

Homework:
Create a flowchart for solving a common IT issue

Lesson 4: Professional Communication and Interpersonal Skills


Duration: 3 hours

Learning Objectives:
- Demonstrate professional communication skills

- Express technical concepts to non-technical audiences

Materials Needed:
- Role-play scripts

- Communication best practices handout

Activities:
- Role-play: Simulate customer support calls
- Discussion: Vocabulary and tone in technical communication

Assessment:
Peer evaluation of role-play performance

Homework:
Write a response to a customer email explaining a technical issue

Lesson 5: Ticketing Systems and Performance Metrics


Duration: 4 hours

Learning Objectives:
- Explore ticketing systems and their features

- Understand how KPIs are used to measure performance

Materials Needed:
- Demo of ticketing system

- KPI tracking spreadsheet

Activities:
- Hands-on activity: Create and manage tickets

- Analyze KPI data from a sample help desk

Assessment:
Practical test on ticket creation and KPI analysis

Homework:
Research and compare two ticketing systems

Lesson 6: Review and Practice


Duration: 4 hours

Learning Objectives:
- Review all concepts from Module 1

- Practice documentation, communication, and problem-solving

Materials Needed:
- Review slides

- Practice scenarios

Activities:
- Group review session
- Mock support scenarios

Assessment:
Comprehensive quiz covering all lessons

Homework:
Prepare for Module 1 final assessment

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