IT Support & Customer Care

IT Support and Customer Care in Corporate Governance | Online Course

Deliver IT support aligned with governance standards. Gain skills to manage customer interactions responsibly in today’s tech-driven business environment.

What is this course about?

This course provides essential knowledge and practical techniques for delivering high-quality IT support within the framework of corporate governance. Learners will explore key aspects of customer service in IT, including communication, problem-solving, and service delivery, alongside governance principles such as accountability, transparency, and compliance. Real-world examples help participants understand how to resolve IT issues while maintaining professionalism, data security, and regulatory adherence.

Why take this course on IT support and customer care?

In today’s corporate environment, IT support is more than technical know-how—it’s about building trust and delivering solutions within governance frameworks. This course helps IT professionals and support staff provide customer-focused service while complying with corporate policies, data protection laws, and organisational standards.

What you will gain from this course:

  • Practical skills in IT support and troubleshooting
  • Understanding of customer care principles in a corporate setting
  • Knowledge of how IT support aligns with corporate governance
  • Ability to handle technical issues professionally and efficiently
  • Improved communication and problem-solving skills
  • Awareness of ethical and compliance standards in IT service
  • Confidence to deliver excellent user support and service

The IT Support & Customer Care course is designed to build both your technical troubleshooting skills and your ability to assist users professionally. You will learn how to resolve software and hardware issues, manage support tickets, and communicate clearly with customers or colleagues. Whether working on a helpdesk or providing in-person assistance, this course equips you to handle common IT problems with confidence and courtesy.

  • What will I learn in this course?
    You will learn how to troubleshoot IT issues, communicate effectively with users, log incidents, and deliver outstanding support in person or remotely.
  • Do I need prior IT experience?
    Basic computer knowledge is helpful but not required. This course is beginner-friendly and includes clear, step-by-step instruction.

Course Content

  • The communication with IT customer staff is polite, clear, and sensitive
  • The communication ensures that information is disseminated to relevant IT customers and staff in a timely, complete, and accurate manner
  • The communication ensures that relevant IT customer staff are informed of progress towards resolving support requests
  • The communication ensures that relevant IT customer staff are informed of deviations from agreed timescales
  • The communication ensures that relevant IT customer staff are informed promptly of any support requests that cannot be resolved
  • The assessment ensures that the information obtained is sufficient, relevant, and valid for the request for support to be investigated 
  • The assessment analyses support records to ensure that agreed levels of support are met 
  • The assessment ensures that the relevant persons are promptly informed of the results of the assessment, following organizational procedures
  • The response to the customer’s request ensures that support actions are promptly initiated to resolve the fault and have been identified, by agreed procedures 
  • The response to the request ensures that relevant colleagues are informed of any unresolved problems
  • The response ensures that support is provided within agreed timescales
  • The response ensures that support records are complete, accurate and up-to-date
 
  • The maintenance ensures that relevant IT customer staff are informed of progress towards resolving support requests 
  • The maintenance ensures that information is disseminated to relevant IT customer staff in a timely, complete, and accurate manner
  • The maintenance ensures that any conflicts with IT customer staff are handled calmly and sensitively
  •  The maintenance ensures that follow-up contact is maintained with customers to ensure they are satisfied with the resolution of previous requests, and if not, action is taken
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
SpecCon Short Course
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