Niche Track G

IT and Technical Support

Week 1 — Troubleshooting

1

5-Step Framework

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Master the 5 steps: identify, establish theory, test, action, document.

Your Task

Resolve ticket

KC

Week 1 Knowledge Check

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Knowledge Check

Test Your Understanding

What percentage of help desk tickets are typically resolved at Step 3?

Week 2 — Remote Support

1

Security Protocols

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Guarding the gates using organizational standards.

Your Task

Write report

KC

Week 2 Knowledge Check

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Knowledge Check

Test Your Understanding

What is the most effective defense against phishing?