Course Content
Module 1 – IT & Business Planning
26 Credits
Lessons
- Comply with service levels as set out in a Contact Centre Operation
- Describe information systems departments in business organisations
- Handle a range of customer complaints
- Investigate the use of computer technology in an organisation
- Participate in groups and/or teams to recommend solutions to problems
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Module 2 – Computer Technology Principles and Support
33 Credits
- Explain computer architecture concepts
- Explain how data is stored on computers
- Demonstrate an understanding of preventative maintenance, environmental and safety issues in a computer environment
- Demonstrate an understanding of hardware components for personal computers or handheld computers
- Describe the types of computer systems and associated hardware configurations
Lessons
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Module 3 – Network Architecture
35 Credits
- Administer a local area computer network
- Demonstrate an understanding of issues affecting the management of a local area computer network (LAN)
- Demonstrate an understanding of a wide area computer network (WAN), comparing them to the local area computer network (LAN)
- Design a local area computer network for a departmental office environment
- Install and commission a local area computer network
- Explain the principles of computer networks
Lessons
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Module 4 – Modern Desktop Administration
16 Credits
- Demonstrate an understanding of issues affecting the management of a local area computer network (LAN)
- Demonstrate an understanding of local area computer networks, by installing a networked workstation
- Apply the principles of resolving problems for singleuser and multi-user computer operating systems
Lessons
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