ICT Troubleshooting and Technical Support Training Course

The ICT Troubleshooting and Technical Support Training Course, offered by Geneve Institute of Business Management, is designed to equip participants with the practical knowledge and structured approach needed to diagnose, resolve, and manage ICT-related technical issues efficiently. As organizations increasingly rely on digital infrastructures, the ability to maintain uninterrupted IT operations through effective troubleshooting and technical support has become a crucial skill for ICT professionals. This course provides a comprehensive understanding of common hardware, software, and network challenges, along with systematic approaches to identifying problems, applying corrective measures, and ensuring optimal system performance. Participants will gain insights into best practices for technical support, problem-solving strategies, and the operational protocols required to maintain high service reliability and user satisfaction.

Target Group

• ICT support technicians and helpdesk professionals responsible for day-to-day troubleshooting activities.

• Network and system administrators seeking structured approaches to diagnosing ICT issues.

• IT managers and supervisors who oversee technical support operations and workflow efficiency.

• Professionals involved in maintaining hardware, software, and network performance within organizations.

• Employees seeking to enhance their technical problem-solving skills for improved ICT support delivery.

Course Objectives

• To develop participants’ ability to systematically identify, analyze, and resolve ICT technical issues.

• To strengthen knowledge of hardware, software, and network troubleshooting methods.

• To enhance understanding of best practices in providing effective technical support.

• To improve communication and documentation skills required for professional technical support.

• To prepare participants to maintain stable ICT systems and minimize operational disruptions through proactive troubleshooting.

Course Outline 

ICT Troubleshooting Fundamentals

• Understanding ICT Systems and Components

  • Overview of hardware, software, and network components in modern ICT environments.

  • Recognizing interdependencies between system components and operational impact.

  • Understanding common points of failure within ICT infrastructures.

• Approaches to Troubleshooting

  • Introduction to systematic troubleshooting methodologies.

  • Steps for diagnosing problems in complex ICT environments.

  • Prioritizing issues based on urgency and potential impact.

Hardware Troubleshooting

• Identifying Hardware Issues

  • Diagnosing common problems with desktops, laptops, and peripheral devices.

  • Recognizing indicators of hardware failure and potential causes.

  • Using diagnostic tools to verify hardware performance.

• Maintenance and Repair Practices

  • Implementing preventive maintenance procedures to reduce failures.

  • Replacing or repairing faulty hardware components effectively.

  • Ensuring proper handling and configuration of ICT equipment.

Software Troubleshooting

• Diagnosing Software Issues

  • Identifying errors in operating systems, applications, and drivers.

  • Understanding the root causes of software malfunctions.

  • Evaluating the impact of software issues on overall system performance.

• Corrective Software Measures

  • Applying patches, updates, and configuration adjustments.

  • Managing software installations and resolving conflicts.

  • Ensuring data integrity and system stability after issue resolution.

Network Troubleshooting

• Identifying Network Problems

  • Diagnosing connectivity and performance issues in LAN, WAN, and wireless networks.

  • Recognizing indicators of network bottlenecks, failures, or misconfigurations.

  • Using monitoring tools to identify network irregularities.

• Resolving Network Issues

  • Applying corrective measures to restore network functionality.

  • Configuring routers, switches, and other network devices for optimal performance.

  • Ensuring network security and compliance during troubleshooting activities.

Technical Support and Service Management

• Providing Effective Technical Support

  • Developing professional communication and documentation practices.

  • Managing user inquiries and prioritizing support tickets efficiently.

  • Ensuring timely resolution while maintaining service quality standards.

• Maintaining System Reliability

  • Implementing proactive monitoring and preventive troubleshooting strategies.

  • Establishing protocols to minimize recurring technical problems.

  • Supporting continuous system improvement and operational stability.