This 3-day training course covers the terminology, concepts, and practices applicable to the Foundation & Operative primary study level in the programme ‘Mastering IT Support Delivery’. The training’s purpose is to provide the student with guidance in basic professionalism in... READ MORE
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This 3-day training course covers the terminology, concepts, and practices applicable to the Foundation & Operative primary study level in the programme ‘Mastering IT Support Delivery’.
The training’s purpose is to provide the student with guidance in basic professionalism in IT Support, including attitude, role comprehension, approach, technique, and conduct. A core focus here is the business imperative that creates the need for IT Support; how that need supersedes technological considerations and influences everything in IT Support from priority-setting to how the support service should be structured and delivered.
This is essentially how to understand and do the job of an IT Support operative in first or second line, production or development ICT, user or systems support, internal or external users.
Successful candidates should be able to demonstrate knowledge and understanding and application of IT Support principles and techniques in the following areas:
Primarily, entry-level and operational IT staff from any IT department where IT support resolutions are part of the typical workload, especially where that work comprises interaction with end users and corporate authorities. So not necessarily limited to classic front-end IT Support workers, but will also involve development and systems support.
Also, ideally all candidates for any other management-level MISD certificate, so that managers can know at first hand what their operatives have been taught.
Business understanding for technicians
The core purpose of the MISD curriculum is to professionalize IT support so that the business receives consistent, rapid resolutions to arising production IT issues; thus those issues’ detrimental effect to the business is minimised.
For consistency, read universality – a support resolution can and does come from anywhere in IT, not just the obvious front line ‘Service Desk’ – so a professional approach to IT Support must be universal. This qualification inculcates that professionalism into potentially all IT Support staff, regardless of their core function. It provides for all IT staff having the same, business-oriented view of IT Support and their role in it.
Professional staff are easier to engage and to manage from the point of view of professional managers; but this qualification cuts both ways, as it also teaches those staff to expect a similar level of professionalism from their superiors.
The ‘Foundation and Operative qualification is about how to contribute efficiently and effectively to IT Support delivery, so as to provide a solid platform for that professionalism.
There are no Pre-Requisites for this course.
Dates for this course are available on request. Please Contact us for details.