Introduction

The role of the Computer support professional is vital in today’s business environment.  Organisations have invested millions of rand in information technologies, but if the skills of people are not at a high level or if the systems do not work, then this investment will not be realised.  Your role in keeping people and systems productive is mission critical. The content in the Computer support and services/help desk program is comprehensive and it reflects the nature of the job you perform every day.  At the core is the A+ Microcomputer support and services program.  This course is developed directly from the CompTIA A+ certification objectives which have set the industry standard since 1993.   

Course Objectives

Explain the basic functions of a microcomputer.

Describe basic Electrostatic Discharge (ESD) procedures.

Perform basic installation and file maintenance procedures using the DOS operating system.

Optimise a windows environment in order to maximise the performance of all computer desktop resources.

Discuss the bus structure implemented on PC’s.

Identify the types of memory used in computers and the types of error messages associated with each.

Discuss compatibility and maintenance issues associated with input devices, such as scanners, digitisers and bar code devices.

Discuss preventive maintenance procedures for a system and associated peripherals.

Compare and contrast the use IRQ’s, DMA’s, I/O addresses, and memory addresses.

Describe the procedure to measure voltage, current and resistance.

Describe the setup options required for a printer attached to a PC.

Describe possible printing problems specific to popular printer types.

Explain the basic concepts of a LAN. 

Course Content

PC Technologies 

Introduction to Microcomputers
Safety Guidelines
Microcomputer components
Miscellaneous Hardware
Troubleshooting and preventative maintenance
Hardware installation and configuration
Diagnostics and repair
Printers
Printer diagnostics and troubleshooting
Local Area Networks Overview 

Operating Systems

DOS
System Optimisation Under DOS
Windows v 3.1
Windows 95
Installing Windows 95
Windows 95 Basics
Windows 95 Hardware Management
Windows 95 Software Management
Windows NT Basic Management 

OSI Model
Network Connectivity
Wide Area Network Infrastructure
The Internet
Connecting to the Internet
Internet Services
Customer Satisfaction
The Customer Service Organisation
DIReCtional Troubleshooting
Customer Interaction Skills Case Scenarios 

Prerequisites

Basic Understanding and Knowledge of PC Technology

*Attend the 2 day Introduction to Computer Systems course.