06664Engineer-Technical Support FG

Facilitator Guide
Sector
IT-ITeS
Engineer
Sub-Sector
Technical
IT Services
Support
Occupa on
IT Support Services/Helpdesk (Level 1)
Reference ID: SSC/Q0101, Version 2.0
NSQF Level:4
Published by
IT – ITeS Sector Skills Council NASSCOM

Sector Skill Council Contact Details:
Address: Plot No. – 7, 8, 9 & 10 Sector – 126, Noida, U ar Pradesh – 201303
New Delhi – 110049
Website: www.sscnasscom.com
Phone: 0120 4990111 – 0120 4990172
All Rights Reserved©2022
First Edi on, August, 2022
Copyright©2022
IT – ITeS Sector Skills Council NASSCOM

Sector Skill Council Contact Details:
Address: Plot No. – 7, 8, 9 & 10 Sector – 126, Noida, U ar Pradesh – 201303
New Delhi – 110049
Website: www.sscnasscom.com
Phone: 0120 4990111 – 0120 4990172
This book is sponsored by IT – ITeS Sector Skills Council NASSCOM
Under Crea ve Commons Licence: CC-BY-SA
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CC
BY SA
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Disclamer
The informa on contained herein has been obtained from sources reliable to IT – ITES Sector Skill Council
NASSCOM. NASSCOM disclaims all warran es to the accuracy, completeness or adequacy of such
informa on.NASSCOM shall have no liability for errors, omissions, or inadequacies, in the informa on
contained herein, orfor interpreta ons thereof. Every effort has been made to trace the owners of the
copyright material included inthe book. The publishers would be grateful for any omissions brought to their
no ce for acknowledgements infuture edi ons of the book. No en ty in NASSCOM shall be responsible for
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copyrighted. No parts of thispublica on may be reproduced, stored or distributed in any form or by any
means either on paper or electronicmedia, unless authorized by the NASSCOM.
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Facilitator Guide
iv
Engineer Technical Support (Level 1)
Acknowledgement
This par cipant's handbook meant for Engineer-Technical Support is a sincere a empt to ensure the
availability of all the relevant informa on to the exis ng and prospec ve job holders in this job role. We
have compiled the content with inputs from the relevant Subject Ma er Experts (SMEs) and industry
members to ensure it is the latest and authen c. We express our sincere gra tude to all the SMEs and
industry members who have made invaluable contribu ons to the comple on of this par cipant's
handbook. We would also like to thank all the experts and organiza ons who have helped us by reviewing
the content and providing their feedback to improve its quality.
This handbook will help deliver skill-based training in the field of Engineer-Technical Support . We hope that
it will benefit all the stakeholders, such as par cipants, trainers, and evaluators. We have made all efforts to
ensure the publica on meets the current quality standards for the successful delivery of QP/NOS-based
training programs. We welcome and appreciate any sugges ons for future improvements to this handbook.
v
Facilitator Guide
About this Guide

This Facilitator Guide has been designed to serve as a guide for trainers who aim to provide the required
knowledge and skills to the trainees of various ac vi es in the role of a Engineer-Technical Support. Its
content has been aligned with the latest Qualifica on Pack (QP) prepared for the job role. The par cipants
will be equipped with the following for working efficiently in the job role:
· Knowledge and Understanding: The relevant opera onal knowledge and understanding to perform the
required tasks.
· Performance Criteria: The essen al skills through hands-on training to perform the required opera ons
to the applicable quality standards.
· Professional Skills: The Ability to make appropriate opera onal decisions about the field of work.
The handbook details the relevant ac vi es to be carried out by a Engineer-Technical Support. A er
studying this handbook, job holders will be adequately skilled in carrying out their du es according to the
applicable quality standards. The handbook is aligned with the following Na onal Occupa onal Standards
(NOS) detailed in the latest and approved version of Engineer-Technical Support QP:
SSC/Q0101: Engineer Technical Support
The handbook has been divided into an appropriate number of units and sub-units based on the content of
the relevant QP. We hope it will facilitate easy and structured learning for the par cipants, allowing them to
obtain enhanced knowledge and skills.
About this Guide

!
Steps Time Tips Notes Objec ves Do
ask
Ask Explain Elaborate Field Visit Prac cal Lab
Demonstrate Exrcise Team Ac vity Facilita on Notes Learning Outcomes Say
Example
Resources Ac vity Summary Role Play Example Answer Keys
vi
Table of Contents
S.No. Modules and units Page No.
1. IT-ITeS/IT support services industry – An Introduc on 1

Unit 1.1 Overview of the Indian IT-ITeS Industry 3
Unit 1.2 Career Opportuni es for Technical Support Engineers and Job Responsibili es 6
Answer Keys 9
2. Concept of Service Requests/ Incidents (SSC/N0101) 11
Unit 2.1 Concept of Service Requests and Incidents 13
Answer Keys 16
3. Technical specifica ons related to service requests (SSC/N0101) 19
Unit 3.1 Technical specifica ons related to service requests 21
Answer Keys 24
4. Remote Dealing with Basic IT Service Requests or Incidents (SSC/N0101) 26
Unit 4.1 Dealing Remotely with Basic IT Service Requests/ Incidents 28
Answer Keys 31
5. Customer specific service requests (SSC/N0101) 33
Unit 5.1 - Customer specific service requests 35
Answer Keys 38
6. Monitoring and valida on of incidents (SSC/N0202) 42
Unit 6.1 - Monitoring and valida on of incidents 44
Answer Keys 47
7. Deal Directly With IT Service Requests/ Incidents (SSC/N0202) 50
Unit 7.1 - Dealing Directly with IT Service Requests/ Incidents 52
Answer Keys 55
8. Technical skills for handling incidents (SSC/N0202) 57
Unit 8.1 – Technical skills for handling incidents 59
Answer Keys 62
9. Annexure 66
Annexure 1: Training Delivery Plan 67
Annexure 2: Assessment Criteria 74
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Facilitator Guide
viii
1.Introduc on
Unit 1.1 - Overview of the Indian IT-ITeS Industry
Unit 1.2: Career Opportuni es for Technical Support Engineers
and Job Responsibili es
Facilitator Guide
Key Learning Outcome
By the end of this module, par cipants will be able to:

1. Discuss the relevance of the IT-ITeS sector.
2. Iden fy technical support engineer's career path

3. List the IT support services industry's various sub-sectors.
2
Unit 1.1 Overview of the Indian IT-ITeS Industry
Unit Objec ves

By the end of this unit, par cipants will be able to:
1. Explain the relevance of the IT-ITeS sector.
2. Outline the future of the IT-ITeS industry.
3. Conduct an Internet search to collect data, evidence, and ar cles pertaining to IT-ITeS/support services.
Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, equipment and Tools (as recommended for the job role)
Note
This is the first session of the program, which will provide you an Introduc on to the IT-ITES/BPM as an
Industry, its composi on and structure.
Say
Good day and a very warm welcome to this training program. Before we begin this session, let us have a
round of interac on.
ask
Ask
Ask the par cipants the following ques ons:
Ÿ Which industry in India has shown remarkable growth and has made it a leader on the world map?
Write down the par cipants' answers on whiteboard/flipchart. Take appropriate cues from the answers
and start teaching the lesson.
3
Facilitator Guide
Elaborate
In this session, we will discuss the following points:
· Informa on Technology, Informa on Technology Enabled Services and Business Process Management
(BPM) and its contribu on to the Indian economy.
· IT-BPM Industry and its structural component.
ask
Ask
Let us now par cipate in an ac vity to understand the concept be er.
Ac vity-1
· In this ac vity, you invite a Senior Associate from a renowned company IT firm to give an overlook on the
IT Industry, its Size and how the IT-ITES/BPM services are growing exponen ally.
· You will conduct a group discussion session.
· If the students have any queries or they have any confusions regarding this chapter, they will raise their
hands
· On availing permission from you, the students can ask ques ons.
· In addi on to this, the Senior IT associate will also share important pointers on areas like:
o The importance of IT-ITES/BPM services in Indian economy.
o India's posi on in providing related services globally.
o Different components of this industry and its significance.

o Informa on about India's IT & BPM industry diversifica on across ver cals, such as Banking,
Financial Services, and Insurance (BFSI) sector, telecom and retail.
· A er the doubts are cleared, the senior associate or you may add a few points in rela on to mee ng the
requirements.
· In addi on to those, you can also include few extra points that you may find reliable to the topic and
beneficial for the students.
4
Say
Did you enjoy this ac vity? Can you see how much informa on you had previously and the informa on you
have now? Let us summarize the points discussed.
Do
· Jot down the crucial points on the whiteboard as the students speak.
· Share your inputs and insight, to encourage the students and add onto what they talk about.
· Ensure that all students par cipate in the class.
Notes for Facilita on

· Ask the par cipants if they have any ques ons.
· Encourage other par cipants to answer it and encourage peer learning in the class.
· Answer all the doubts in case any to the par cipants.
· Ask them to answer the ques ons given in the par cipant manual.
· Ensure that all the par cipants answer every ques on.
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Facilitator Guide
Unit 1.2 Career Opportuni es for Technical Support Engineers

and Job Responsibili es
Unit Objec ves

1. Discuss the role and responsibili es of a Technical Support Engineer.
2. Describe the quali es a Technical Support Engineer should possess.
3. Determine the career path for a Technical Support Engineer.

4. List various sub-sectors of the IT Industry.
Laser Pointer, equipment and Tools (as recommended for the job role).
Note
This is the second session of the program, which will provide you an understanding of the role and
responsibili es of a Technical Support Engineer, its a ributes & skills important to succeed in it as well as
the career path.
Say
ask
Ask
· What are the key skills and a ributes required to succeed in the IT industry?
· What are the career op ons or the associated opportuni es post comple ng Technical Support
Engineer course?
6
Elaborate
· Introduc on to Technical Support Engineer
· Roles and responsibili es of a Technical Support Engineer

· Knowledge and Skills Required as a Technical Support Engineer
· Career Map for a Technical Support Engineer
· Applica ons on which Technical Support Engineers have to work

· Sub-sectors of the IT support services Industry
Say
Ac vity-1
· In this ac vity, you invite a Technical Support Engineer from a renowned company to give an overlook on
the roles and responsibili es, desired a ributes, and the career growth into this field.
· If the students have any queries or they have any confusions regarding this chapter, they will raise their
hands
· On availing permission from you, the students can ask ques ons.
· In addi on to this, the Test Engineer will also share important pointers on areas like:
o Job responsibili es of a Technical Support Engineer and its associated opera ons and day to day
ac vi es.
o A ributes and skill required by a Technical Support Engineer to succeed in this career.
o Opportuni es and career path for a Technical Support Engineer.
o Workplace challenges and benefits.

· A er the doubts are cleared, the Technical Support Engineer or you may add a few points about mee ng
the requirements.
· In addi on to those, you can also include a few extra points that you may find reliable to the topic and
beneficial for the students.
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Facilitator Guide
Say
Did you enjoy this ac vity? Can you see how much informa on you previously had and what you have now?
Let us summarize the points discussed.
Do
· Share your inputs and insight, to encourage the students and add to what they talk about.

8
Answer Keys
A. Fill in the Blanks
1. The IT industry sees the past 3 – 5 years as its “_______ ”.

(b) Golden Period
2. The aggregated revenues from the IT sector in 2017 were es mated to be around
(a) US$ 160 billion

3. Any unsolved problem needs to be appropriately escalated to the appropriate
(a) So ware developer
4. The employment growth in the IT industry is forecasted to increase by:

(b) 7-8%
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Facilitator Guide
10
2. Concept of Service
Requests/ Incidents
Unit 2.1 - Concept of Service Requests/ Incidents
(SSC/N0101)
Facilitator Guide

1. Iden fy policies and procedures to handle IT service requests.
2. Collate technical knowledge about configura on, opera ng system, etc.
12
Unit 2.1 Concept of Service Requests and Incidents
Unit Objec ves

1. Explain the concept of Service request and Incident.
2. Differen ate between Service request and Incident.
3. List general policies, procedures, and processes for dealing with basic IT service requests or incidents.
4. Analyse the methods to resolve common issues, including account maintenance/access problems,
networking/connec vity problems.
5. List methods and techniques and guidelines for categorizing and priori zing service requests.
6. Examine technical knowledge to handle hardware, opera ng system, and configura on problems.
Laser Pointer, equipment, and Tools (as recommended for the job role)
Note
This is the third session of the program, which will provide you an understanding of Service and Incident
Management.
Say
13
Facilitator Guide
ask
Ask
Ÿ What is Service Request?
Elaborate
· Service Request (SR), its Objec ve and Scope.
· Basic Concepts of Service Request.
· Process for Service Request Management.

· Steps for Service Request Management.
· Incident Management, its Objec ve and Scope.
· Basic Concepts of Incident Management.

· Value of Service and Incident Management.
· Major Incidents
· Process for Incident Management.

· Incident iden fica on, logging, priori za on, priori za on, escala on and categoriza on.
· Best Prac ces for Service Requests and Incident Management.
Say
14
Ac vity-1
· You will divide the class into 4 teams.
· Each team will have an even number of students.
· You will instruct the students that each of the teams will be par cipa ng in a symposium of 15 minutes
on the topic that will be assigned to them.
· Team A will par cipate on “Incident and its type”.
· Team B will par cipate on “Incident Management”.

· Team C will be par cipa ng on “Incident Response Framework”.
· Team D will be par cipa ng on “Incident Management Process”
· You will evaluate the best team based on quality and insigh ul informa on.
· Encourage and mo vate each par cipant to ac vely par cipate in the discussion.
· The best team with detailed informa on shall be appreciated with accolades.
Say
Did you find the ac vity frui ul? I hope all of you are aware of the Concept and Handling of Service
Requests.
Do


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Facilitator Guide
Answer Keys
1. Answer the following ques ons:
a. Differen ate between Service Request and Incident Management.

Service Request (SR): The terminology "service request" is used to refer to a wide range of requests
made by users to the IT Department. The fact that many of these are actually minor changes that
are low risk, frequently occurring, inexpensive, etc. (like a request to change a password, a request
to install addi onal so ware on a specific worksta on, a request to relocate some items of desktop
equipment), or maybe they are just ques ons reques ng informa on, means that they are be er
handled by a separate process rather than being allowed to clog and obstruct the standard Incident
and Chang processes.
Incident Management: The major objec ve of the incident management procedure is to restore
normal service opera on as quickly as possible, while minimising the impact on business
opera ons, in order to maintain the highest service quality and availability standards.
b. Give 4 benchmark prac ces to be followed in the service request.

Service requests are the ac ons taken in response to user requests for services. The objec ves of
the Request process include:
· To provide users with a method to request and receive common services with a pre-established
approval and qualifica on process
· To provide users and clients with informa on about the services that are offered and how to use
them.
· The task of loca ng and delivering the required components of the requested standard services
(such as licenses and so ware media).
· To provide general informa on, complaints, or feedback.
16
c. Make a process chart for Incident Management.
2. Mul ple Choice Ques ons:
I. Which is a service request?

b) Reques ng informa on about crea ng a document
II. Which the following two claims regarding the "service request management" approach are TRUE?
ii. b and c
III. What is an incident?

d) A poten al future incident that might be harmful
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Facilitator Guide
18
3. Technical specifica ons
related to service requests
Unit 3.1: Technical specifica ons related to service requests
(SSC/N0101)

1. Iden fy features of various hardware devices required to handle service requests.
2. Demonstrate proper func oning of technologies related to the job role like hardware devices, opera ng
systems, networks, servers, PC management, etc.
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Facilitator Guide
Unit 3.1 Technical specifica ons related to service requests
Unit Objec ves

1. Iden fy service requests' latest changes, procedures and prac ces.

2. List the equipment and procedures needed for incident response and customer service.
Note
This is the fourth session of the program, which will provide you an understanding various technologies and
hardware devices required to handle service requests.
Say
ask
Ask
Ÿ What do you understand by Service Request Management?
21
Elaborate
· Service Request Management and its policies.
· Technologies Rela ng to the Service Request Management

· Incident Management Tools
Say
Ac vity-1
· In this session, you will divide the class into few groups
· The Trainer will take the Trainees to a computer lab where they will be asked to used different Incident
Management tool and display it to other students.
· Each group will be given a specific topic on which they have to work.
· The 1st group will work on Support Incident Tracker (SiT)
· The 2nd group will work on JIRA
· The 3rd group will work on Incident Tracking System
· The teams will get 20 minutes to complete their given work
· The Trainees must work with essen al tools and use the methods as discussed to resolve respec ve
issues
· The trainer will take 10 minutes to evaluate the work of Trainees.
· The team that can complete their given work with finesse will be appreciated with accolades.
· The best presenter with detailed informa on shall be appreciated with accolades.
Say
Did you find the ac vity frui ul? I hope all of you are aware of the tools used for service and incident
management.
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Facilitator Guide
Do

23
Answer Keys
Mul ple Choice Ques ons:
1. What is the func on of the incident management procedure?

d. To reduce the likelihood and impact of incidents by iden fying actual and poten al causes of
incidents
2. Which of the following will NOT be handled as a service request?
d. The replacement of a toner cartridge
3. What is the first thing that you need to do when you receive a complaint?
a-Ask open-ended purposeful ques ons
4. List out Some popular incident management tools that can be used for tracking incidents.
1. SiT! (Support Incident Tracking)

2. JIRA
3. Incident Tracking System
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Facilitator Guide
25
4. Remote Dealing with
Basic IT Service
Requests or Incidents
Unit 4.1 Dealing Remotely with Basic IT Service Requests/ Incidents
(SSC/N0101)

1. Categorize and priori ze service requests.
2. Monitor service requests closely to understand their progress and upda on.
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Facilitator Guide
Unit 4.1 Dealing Remotely with Basic IT Service Requests/

Incidents
Unit Objec ves

1. Explain Ini al diagnosis.
2. Collect informa on to understand the nature of problems and perform ini al diagnosis.
3. Priori ze Service Requests/Incidents according to Organiza onal Guidelines

Comply with general standards, policies, guidelines, and procedures when handling simple IT service
requests or situa ons.
Note
This is the fi h session of the program, which will provide you an understanding of Basic IT Service
Requests/ Incidents.
Say
ask
Ask
· Explain what are Basic IT Service Requests/ Incidents.
28
Elaborate
· Digital workplace -Opera ng Remotely

· Collate informa on about the incident before users do.
· Ini al Diagnosis (Incident Matching)
· Responsibili es of Remote Technical Support Engineer

· Procedure to deal with IT service requests or incident
Say
Ac vity
• In this ac vity, the trainer will divide the class into 4 groups.
• All the groups will enact the task that the trainer will give them.
• The first group will troubleshoot the issue 'Unable to log in.'
• The second group will troubleshoot the issue 'Got the Blue Screen of Death.'
• The third group will troubleshoot the issue 'Internet speed is slow.'
• The fourth group will troubleshoot the issue 'Computer or laptop does not iden fy the USB device.'
• The group comple ng the given task in the best way will be declared as the winner and will be
appreciated in the class with accolades.
Say
Did you find the ac vity frui ul? I hope all of you are aware of the Basic IT Service Requests/ Incidents.
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Facilitator Guide
Do

30
Answer Keys
A. Fill in the blanks
1. Support for or enhancement of exis ng services requires a __________ case to be opened.

(c) Graphical User Interface
2. Service Requests with approvals, which mandatorily require the __________ phase.
(b) Approval
3. LAN cables are standard cables that are used for connec ng a system (computers or laptops) to a
________________________.
(b) Network
4. The __________________ servers are extremely thin and have few elements like integrated
network controllers, memory, and CPUs.
(c) Blade
5. The full form of GUI is ________________.

(a) Graphical User Interface
6. 4th layer of _________________ is known as the Applica on Layer, which carries out given
external applica ons.
(b) UNIX
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Facilitator Guide
32
5: Customer specific
service requests
Unit 5.1 - Customer specific service requests
(SSC/N0101)
Facilitator Guide
1. Design solu ons/workarounds for service requests/incidents based on various incident reports.
2. Apply technical handling skills for various types of incoming service requests.
34
Unit 5.1 - Customer specific service requests
Unit Objec ves

1. Categorise users on the basis of skill set.
2. Iden fy incidents and their specifica ons, related to internal or external query.
3. Create a database of resolu on of various service requests using the incident management tool for
best prac ce.
Note
This is the sixth session of the program, which will provide you an understanding of Customer specific
service requests
Say
ask
Ask
· Discuss the design solu ons/workarounds for service requests/incidents based on various incident
reports.
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Facilitator Guide
Elaborate
· Internal or External Users
· User Categories
· Types of Incidents
· Incident Response Workflow
· Data Base Management
Say
Ac vity
· This ac vity is in the form of “Prac ce Session”
· The Trainer will drive the session
· The Trainer will call the Trainees one by one in front of the class
· He/ she will play the role of a customer and furnish complicated scenarios
· The Trainees should use right empathy statements to tackle the situa on
· The Trainer will assess the so skill of the trainees and guide them by giving feedback
· The Trainees should work on the feedback shared by the trainer
· The best performers will be appreciated by the class
Say
Did you find the ac vity frui ul? I hope all of you are aware of the scope of customer specific service
requests.
Do
36

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Facilitator Guide
Answer Keys
1. Answer the following ques ons:
1. List out any different types of Incidents.
Logging on.
This can involve issues with locked accounts and issues with a forgo en username or password. For the
benefit of external users, many organiza ons use automated techniques, but they also directly help
internal users. The CAPS LOCK key, which has impeded successful logins for decades, is a common
source of login problems.
Asking for informa on.
Users frequently call the help desk to ask ques ons regarding products or services. Most help desk staff
members are familiar with the company's goods and services and are able to direct customers to other
departments if necessary. For example, if a consumer phones about a product and wishes to place an
order, the technician can pass the call to the sales department.
Star ng an applica on.

Some mes users have trouble star ng an applica on because they can't find it or because of a so ware
problem. For instance, an applica on may not launch properly or crash if it has a problem, such as a
corrupt file or an incorrect configura on.
Beginning the applica on process. An applica on may occasionally be difficult for users to launch
because they can't find it or because of a so ware problem. For example, if there's a problem, like a
corrupt file or an incorrect configura on, it might not start correctly and end in an error.
Troubleshoo ng or Configuring hardware.
Users may run into issues and need assistance from the help desk if they are in charge of configuring or
troubleshoo ng hardware. However, mouse, keyboards, hard drives, displays, sound cards, and speakers
also regularly require maintenance.
Using or performing a task with an applica on.
Users frequently encounter difficul es performing par cular tasks within an applica on. Users may
experience difficul es performing rou ne tasks and may need help, for instance, when an organiza on
introduces a new email applica on. In this case, by offering users training prior to the rollout of the new
applica on, help desk calls can frequently be decreased. Many organiza ons offer online documenta on
and perhaps videos to address the most frequent issues and ques ons.
38
Accessing a network resource.

Users typically seek assistance when they are unable to access a network resource like the Internet, email,
or any kind of server. The issue could be coming from the user's computer or it could be coming from
another loca on. For instance, if the network interface card (NIC) on the user's computer is malfunc oning
or incorrectly configured, the user will be unable to access any network resources and will need to have
their computer repaired. A user won't be able to access the resource if a network device such as a switch or
router malfunc oned; however, the user's computer is not at fault. Regardless of the situa on, technical
support engineer can iden fy the issue and take ac on to fix it.
Removing viruses or other malware.
Numerous issues are brought on by malware, such as system slowdowns, erroneous reboots, lost files,
errors, and more. In order to prevent infec ons, users should have the most recent an virus so ware
installed on their computers, but when malware does infect a system, users frequently need assistance
removing it.
Recovering data.
You have probably not been using computers very long if you have never lost a file as a result of corrup on,
malware infec on, or simply being unable to find it. Almost everyone has misplaced a file at some point.
Users may ask for assistance in recovering a file if it is significant. Technicians may be able to restore the
corrupted file using specialized file recovery tools. Depending on whether the file is backed up, technicians
might be able to restore it from a backup. In the event that the file is not backed up, technicians can use the
issue as an opportunity to emphasize the value of making backups. Some people just don't back up their
data, so they wait un l they lose crucial files before they do.
Rolling back changes.
There are mes when users want to roll back system changes. This could involve removing recent opera ng
system or applica on updates, uninstalling so ware, or rolling back a hardware driver. Most opera ng
systems and applica ons have ways to carry out each of these tasks, but some mes these methods are too
technical for regular users.
Understanding errors and messages.

Cryp c warnings and errors. Users may become overwhelmed by cryp c errors and messages. Users are
unsure of whether they should respond to many of these errors and messages by taking ac on or by
choosing to ignore them because they are unclear.
2. Differen ate between Internal and External Customer.
One of the simple user groups is based on the rela onship between the user and the organisa on. Typically,
help desk agents assign incident priori es depending on the user who requested assistance and internal
users who work for the same organisa on.
39
Facilitator Guide
For instance, when an execu ve has an IT issue, the help desk frequently gives this a high priority.
External users are customers of the organiza on. Help desk employees frequently assist customers who are
having issues with another product or service that an organiza on is selling.
3. Mul ple Choice Ques on:
1. Which process about "Incident management." is CORRECT?
a- Incident Detec on -> Logging -> Diagnosis/ Priori ze -> Resolu on, Recovery -> Closure
2. VPN stands for?
b. Virtual Private Network
40
41
6: Monitoring and
valida on of incidents
Unit 6.1 - Monitoring and valida on of incidents
(SSC/N0202)
1. Design a plan of ac on to monitor service requests.

2. Monitor systems promptly for automated alerts and analyse the same for iden fying the nature of
incident.
43
Facilitator Guide
Unit 6.1 - Monitoring and valida on of incidents
Unit Objec ves

By the end of this By the end of this unit, par cipants will be able to:
1. Discuss various methods to accurately monitor service requests.

2. Select the correct source of reference for valida ng service requests at the IT helpdesk.
3. Describe process to access, monitor and validate automated alerts and customer service requests
4. Explain how to validate automated Process and ensure they are genuine incidents unit, par cipants will
be able to:
Note
This is the seventh session of the program, which will provide you an understanding of Monitoring and
valida on of incidents.
Say
ask
Ask
· Discuss the design a plan of ac on to monitor service requests.
44
Elaborate
· Service Request Monitoring and Valida on Process

· Validate Automated Alerts to ensure they are genuine incidents
· Automa c Alerts Monitoring
Say
Ac vity
• In this ac vity, the trainer asks to pair up amongst themselves.
• 1 person will act as Support Engineer and will create a log and the 2nd student will enact as a customer
for support requirement.
• Trainer ask to choose the issue from the list below or open to choose as per their wish:
Login Issue/Blue Screen on Desktop/Slow Internet Speed/USB is not traceable by Computer/Wi-Fi is not
detectable
• Encourage student for ac ve par cipa on. A er comple on of the task they will submit it to the trainer.
• Trainer will appreciate the best filled logging sample and accolade for the best efforts.
Say
Did you find the ac vity frui ul? I hope all of you are aware of the Monitoring and valida on of incidents.
45
Facilitator Guide
Do

· Ask the par cipants if they have any ques ons
· Encourage other par cipants to answer it and encourage peer learning in the class
· Answer all the doubts in case any to the par cipants
· Ask them to answer the ques ons given in the par cipant manual
· Ensure that all the par cipants answer every ques on
46
Answer Keys
1. Discuss various methods to monitor service requests.
1. The ac ons taken to keep track of all open service requests from their incep on to resolu on are
outlined in the service request monitoring process. In accordance with the associated SLA, Service
Request Monitoring also determines whether ac on or escala on is necessary to meet the target
resolu on. The Service Request Analyst begins reviewing, valida ng, and closing a Service Request once
it has been accepted and completed.
2. Alert Monitoring is a process that records data inputs con nuously and reports them to a monitoring
system that is integrated. An alarm is a configura on that specifies an undesirable condi on and
ini ates alerts on such problems as a suitable response. An alert is a no fica on of a change in the
system's state, typically one that suggests a poten al problem.
2. How to categorize and filter the alerts.
An Alert's control factor is intended to be provided by categorizing and filtering it. Making decisions about
how to handle alerts is done using this informa on. The classifica on, priori za on, and filtering of alerts is
the task that presents the greatest difficulty in alert handling.
Thresholds help in categorizing alerts by defining the frequency and the values for different condi ons of
the alert that will trigger the alarm when violated.
For example:
If an applica on's average response me has been greater than 5 seconds for the past 15 minutes or more,
an alert will be sent regarding the website's response me.
No fying the user when any plugin, component, or summary metric has an average rate that has been
greater than eight units for the previous 10 minutes or more.
There may be situa ons when alerts are triggered for a rate of error is <=10%, at least for once, for the last 1
hour. In the event that the alert thresholds are set too high, such circumstances may lead to risky scenarios
if discovered too late.
On the contrary, Thresholds, which have been set too low, can result in an overload of informa on and Alert
Messages. It would then result in the monitoring system, tools, and staff opera ng above their pre-
specified capacity.
The common categories of Alerts are:
• Informa onal Alerts– The Alert is logged, and no further steps are required.
• Excep onal Alerts– Alert is forwarded to Incident, Problem or Change Management team, thus
genera ng Request For Change (RFC), Incident Record or Problem Record.
• Warning Alerts– Alert is triggered, but the process con nues with the next step.
The Incident Management team can receive only the alerts that sa sfy certain criteria and thresholds by
implemen ng filters while managing alerts. Filtering by matching a par cular severity level or a string is
one example of a typical filter condi on. By no fica on policies, these filter condi ons are laid out.
47
Facilitator Guide
Answer Keys
3. Explain Incident Management Process.
4. Fill in the blanks:

a. Alert Monitoring
b. Service Request Monitoring
48
49
7. Deal Directly With IT
Service Requests/ Incidents
Unit 7.1 - Dealing Directly with IT Service Requests/ Incidents
(SSC/N0202)

1. Analyse technicali es of service requests to iden fy the nature of incidents
2. Demonstrate error mi ga on techniques related to access management, applica on installa on,

network installa on, etc.
51
Facilitator Guide
Unit 7.1 - Dealing Directly with IT Service Requests/ Incidents
Unit Objec ves

1. List the guidelines and standard scripts to resolve service requests/incidents within your level of
competence and authority.
2. Discuss technicali es of service requests/incidents outside the level of competence and authority with
experts.
3. Explain the policies and compliance requirements that apply to IT service requests
4. Demonstrate how to access your organiza on's knowledge base to iden fy solu ons/workarounds
5. Show how to record and acknowledge service requests/incidents using your organiza on's tools and
procedures
Note
This is the eighth session of the program, which will provide you an understanding of technicali es of
service requests for iden fica on of the nature of incidents.
Say
ask
Ask
· Discuss how to deal directly with IT Service Requests/ Incidents.
52
Elaborate
· Policies and Compliance applicable to IT Service Requests and Incidents

· Service Level Agreements (SLAs)
· Service Request Organiza on Guidelines
· Access management
· Accessing Available Solu on in Organiza on's Database

· Database Incident Management Process
· Record and Acknowledge Service Requests/Incidents using your Organiza on's Tools and Procedures
· Various Func ons in Incident Management
Say
Ac vity-1
• The Trainer asks the Trainees the following ques on: “What are the ways to deal directly with IT Service
Requests/ Incidents?”
• In this ac vity candidate need to raise their hands to volunteer and speak.
• The language spoken during the session should be known by the majority of Trainees in the class.
• While the session goes on, the Trainer should jot down the crucial points on the Whiteboard with the
help of a marker.
• The best answer shall be appreciated by the Trainer in front of the whole class.
Say
Did you find the ac vity frui ul? I hope all of you are aware of the how to deal directly with IT Service
Requests/ Incidents.
53
Facilitator Guide
Do

54
Answer Keys
A. State whether True or False
1. True
2. False
3. True
4. True
5. True
6. False
55
Facilitator Guide
56
8. Technical skills for
handling incidents
Unit 8.1 Technical Skills for Installa on/Configura on
(SSC/N0202)
Facilitator Guide

1. Demonstrate applica on of source coding standards, cke ng tools and other IT related technologies.
2. Explain the purpose and use of data configura on.
58
Unit 8.1 – Technical skills for handling incidents
Unit Objec ves

1. Discuss how to store and retrieve service request-related data.
2. List the most recent modifica ons, procedures, and prac ses to the incident management process.
Note
This is the ninth session of the program, which will provide you an understanding of the purpose of
analyzing results to iden fy defects and track the same in defect tracking system.
Say
ask
Ask
· Examine how applying different values and data impacts the manual test report.
59
Facilitator Guide
Elaborate
· Informa on storage and retrieval

· Skills required by a Technical Support Engineer
· So Skills
Say
Ac vity-1
• In this session, the trainer will play a videos.
• The video will be learning about data extrac on and its uses.
• The YouTube link for the video is h ps://www.youtube.com/watch?v=O6GFM_uGVFY
• The trainees will observe the video with pin drop silence.
• They can note down pointers from the video that they may find relevant.
• Trainees will maintain decorum in the class and not talk, whisper or discuss in the class.
In case of any queries or confusions, trainees will write those down in their notebooks.
Say
Did you find the ac vity frui ul? I hope all of you are aware of the technical skills required for handling
incidents
Do
60

61
Facilitator Guide
Answer Keys
Answer the following ques ons
1. Define Document storage and Document retrieval.
A digital document is typically used when saving a document in a document management system
(DMS). Instead of filing cabinets, we employ electronic storage today. It saves me and room. When a
document is stored, it is usually marked with a set of metadata to designate a par cular type or
categoriza on. Then it is placed into the digital file.
The process of connec ng a requester with the necessary material is known as document retrieval (s). A
professional may help with the search and recovery of the record when dealing with specialised
documents and management systems.
Informa on storage and retrieval is the process of systema cally gathering and cataloguing data so that
it can be located and shown on demand. Computers and data processing techniques have enabled the
rapid, selec ve retrieval of vast quan es of data for government, commercial, and academic
applica ons.
There are various types of informa on storage-and-retrieval systems.
· Document retrieval systems hold full documents, which are o en retrieved using the document's
tle or associated keywords.
· In certain systems, document text is kept as data. This enables full text searching and retrieval based
on any term in the document. In other cases, a digital image of the document is saved, typically on a
write-once op cal disc. Database systems store informa on as a sequence of discrete records
divided into discrete fields (e.g., name, address, and telephone number); records can be searched
and retrieved based on the content of the fields (e.g., all people who have a par cular telephone
area code). The informa on is saved on the computer, either in primary storage or secondary
storage, for easy access.
· Reference retrieval systems retain references to documents as opposed to the actual documents. In
response to a search query, these systems provide the document names and, frequently, their actual
loca ons.
2. Enlist some of the technical skills required for Technical Support Engineer.
Technical Skills
Naturally, technical support engineer jobs require a strong set of hard skills. You may need experience
using various so ware and hardware, web-based applica ons, and more, depending on the business
and the par cular job.
IT support engineers should maintain current knowledge of the latest hardware and so ware in addi on
to having a solid technical founda on.
62
Technology advances rapidly, making it essen al for tech employees to keep up.
· Maintain Data Reports
· Microso SQL server
· Opera ng Systems
· Basic Coding
· Project Management
· Read and Analyze Applica on Logs
· Server
· NoSQL
· Basic Scrip ng and Programming Experience
· PC
· Mac
· Familiarity with Support Ticket
· Call Center Support
· Knowledge-based Systems
· General Knowledge of Industry Principles
· Java and JavaScript
· Linux/Unix
More Technical Support Engineering Skills
· Phone E que e
· Emo onal Intelligence
· Focus
· Cyber Securing
· Remote So ware
· Backup So ware
· Ac ve Learning
· Research
· Oral Comprehension
· Email Management
· Virtual Communica ons Systems
· Mobile Devices
· Diagnos cs
63
Facilitator Guide
· Internet Connec vity

· IT Administra on So ware
· Network Monitoring So ware
· Telecommunica ons
· Electronics
· Vendors
· Virus Protec on So ware
· Informa on Ordering
· Decision Making
· Dependability
· LAN
· WAN
· Electronic Mail So ware
64
65
9. Annexures
Annexure 1: Training Delivery Plan
Annexure 2: Assessment Criteria
Facilitator Guide
Annexure-I
Training Delivery Plan
Training Delivery Plan
Program Name: Engineer Technical Support (Level 1)
Qualifica on Pack
SSC/Q0801, Ver.3.0
Name & Ref. ID
Version No. 3.0 Version Update Date 27-01-2022
Pre-requisites to 11th Class

Training (if any) OR
10th Class (1-Yr NTC/NAC/CITS)
OR
Cer ficate-NSQF (Level 3 STT)
Training Outcomes A er comple ng this programme, par cipants will be able to:
· Iden fy policies and procedures to handle IT service requests.
· Collate technical knowledge about configura on, opera ng system, etc.
· Iden fy features of various hardware devices required to handle service
requests.
· Demonstrate proper func oning of technologies related to the job role like
hardware devices, opera ng systems, networks, servers, PC management,
etc.
· Categorize, priori ze, and monitor service requests received.
· Design solu ons/workarounds for service requests/incidents based on
various incident reports.
· Apply technical handling skills for various types of incoming service requests.
· Monitor systems promptly for automated alerts and analyse the same for
iden fying the nature of incident.
· Demonstrate error mi ga on techniques related to access management,
applica on installa on, network installa on, etc.
· Demonstrate applica on of source coding standards, cke ng tools and
other IT related technologies.
· Explain the purpose and use of data configura on.
· Demonstrate effec ve work planning principles using me and resources
effec vely.
· Describe how to maintain a health, safe and secure environment at
workplace.
· Demonstrate how to communicate and work effec vely with colleagues.
· Explain the importance of effec ve collabora on at workplace.
· Iden fy best prac ces to maintain an inclusive, environmentally sustainable
workplace.
67
S. Module Session Session NOS Method Training Tools / Dura

No. Name Name Objec ves Referen ology Aids on
1 SSC/N0101 1. Concept · Introduc on to the SSC/N01 Discussio · Chairs,roundtable T-15

Deal of service concept of Service 01 PC1, n Ac vity: in U shape si ng P-18
remotely requests/ Request and Incident PC2, PC3, Group shape.
with basic incidents · Explain policies, PC4, PC6, Discussio · Whiteboard and
IT service procedures, and PC8 KA1, n Markers;
requests/in processes for handling KA2, · Chart paper and
cidents fundamental IT service KA3, sketch pens;
T-49:00 requests or incidents. KA4,KA5 · LCD Projector
P-71:00 · Analyse the methods and Laptop for
to resolve common presenta ons;
issues, including · Labs equipped
account with the
maintenance/access following:
problems, and PCs/Laptops
networking/connec vi Internet with Wi-
ty problems. Fi (Min 2 Mbps
· Determine the Dedicated)
methodologies and Microphone /
standards for voice system for
classifying and ranking lecture and class
service requests. ac vi es
· Evaluate the technical Computer Lab
exper se necessary to with 1:1 PC:
manage hardware, trainee ra o and
opera ng system, and having internet
configura on issues. connec on, MS
Office / Open
office, Browser,
Outlook / Any
other Email
Client, and chat
tools
2 2. Technical · Iden fy features of Pc4, PC5, Lab · Labs equipped T-13

specifica o various hardware PC7, PC9, Ac vity: with the P-22
ns related devices required to PC10, Use of following:
to service handle service PC11, Incident PCs/Laptops
requests requests. PC12, Managem Internet with
· Describe the latest PC13 ent tools. Wi-Fi (Min 2
changes, procedures KU6, KU7 Mbps
and prac ces used to Dedicated)
handle service Microphone /
requests. voice system for
· Demonstrate proper lecture and
func oning of class ac vi es
technologies related Computer Lab
to the job role. with 1:1 PC:
· List the tools and trainee ra o
processes required for and having
incident management internet
and customer connec on, MS
support. Office / Open
68
Facilitator Guide
· Demonstrate the use office, Browser,

of servers, remote Outlook / Any
troubleshoo ng other Email
tools to log service Client, and chat
requests. tools
· Evaluate the
importance of PC
Lifecycle.
3. Deal · Categorize and SSC/N010 Discussion Labs equipped T-11

remotely priori ze service 1 PC1, Ac vity: with the P-23
with basic IT requests. PC2, PC3, Group following:
service · Collate informa on PC4, PC6, Discussion PCs/Laptops
requests/ to understand the PC8 KA1, Internet with
incidents nature of problems KA2, KA3, Lab Wi-Fi (Min 2
and perform ini al KA4,KA5 Ac vity- Mbps Dedicated)
diagnosis. Troublesho Microphone /
· Monitor problems o ng, Basic voice system for
to keep all informed Computer lecture and class
about progress and Opera ons ac vi es
any delays in Computer Lab
resolving problems with 1:1 PC:
· Comply with generic trainee ra o and
standards, policies, having internet
procedures, and connec on, MS
guidelines when Office / Open
dealing with basic IT office, Browser,
service Outlook / Any
requests/incidents. other Email
Client, and chat
tools
4. Customer · Design Pc1, PC2, Invite Whiteboard and T-10

specific solu ons/workaroun PC3, PC4, Industry Markers Chart P-08
service ds for service PC5, PC6, Person for paper and
requests requests/incidents PC7, PC8, discussion sketch pens LCD
based on various PC9 Round of Projector and
incident reports. KU1, KU2, Interac ve Laptop for
· Iden fy the types of KU3, KU4, discussion, presenta ons
incidents and their KU5, KU6, Role Play
specifica ons, KU7, KU8, Ac vity
related to internal or KU9,
external queries. KU10,
· Explain the technical
handling skills for
various types of
incoming service
requests.
· Demonstrate
handling techniques
of service requests
through voice call, e-
mail, chat, etc.
69
· Build a database of
resolu on of various
service requests using
the incident
management tool for
best prac ce.
3 SSC/N0202 5. · Discuss how to SSC/N020 Team Chairs, round T-15

Deal Monitoring acknowledge service 2 PC1, P2, Ac vity: table in U shape P-25
directly and requests/incidents P3, P4, Round of si ng shape
with IT valida on using tools and P5, P6, P7 Interac ve Whiteboard and
service of incidents procedures. KA2, KA4, discussion, Markers Chart
requests/i · Discuss various KA5, KA6 Role Play paper and
ncidents strategies for Ac vity sketch pens LCD
T-40:00 monitoring service Projector and
P-80:00 demands accurately. Laptop for
· Analyse and select the presenta ons
appropriate reference
source for valida ng
service requests at
the IT helpdesk.
· Iden fy
solu ons/workaround
s for service
requests/incidents
from the reference
books.
· Demonstrate skills to
monitor systems to
iden fy customer
service requests.
· Explain the process to
validate automated
processes and ensure
they are genuine
incidents.
6. Deal · List the standard Pc5, P8, Discussion Chairs, round T-15
directly guidelines scripts to P9, P10, Ac vity: table in U shape P-30
with IT resolve service P11, P12, Group si ng shape,
service requests/incidents P13 Discussion Whiteboard and
requests/in within the level of KA1, KA3, Video Markers Chart
cidents competence and KA7, KA8, Ac vity- paper and
authority. KA9 YouTube sketch pens LCD
· Design methods to Projector and
extract sufficient Laptop for
informa on from presenta ons
customers to
accurately
iden fy the nature of
service requests.
· Use range of methods
and techniques,
including
types of ques oning,
used when dealing
with customers.
70
Facilitator Guide
7. Technical · Explain the purpose and Pc2, PC9 Video Whiteboard and T-10
skills for use of data Ac vity- Markers Chart P-25
handling configura on. YouTube paper and
incidents · Discuss how to store Interac ve sketch pens LCD
and retrieve informa on Discussion Projector and
related to service Laptop for
requests. presenta ons
· List the latest changes,
procedures, and
prac ces in incident
management process.
· Evaluate the mechanism
of source coding
standards, cke ng
tools and u li es/tools
for handling service
requests.
· Deploy informa on
technology effec vely to
input and/or extract
data.
· Iden fy methods and
importance of data
configura on for
dissemina ng relevant
informa on to
customers.
Bridge Module 10. Discuss the importance of NA Team Whiteboard and T: 2

Module Introduc o learning employability Ac vity: Markers Chart P: 2
Employabili n to skills Round of paper and
ty Skills Employabili Illustrate on the future of Interac ve sketch pens LCD
T: 24:00 ty Skills work skills and reducing discussion Projector and
P: 36:00 skill gaps Laptop for
(HH:MM) presenta ons.
Module 11. Discuss the guiding NA T: 2

Cons tu o principles of the P: 2
nal Values: cons tu on of India
Ci zenship Iden fy the use and
importance of protec ng
environment
Module 12 Iden fy poten al skills for NA T: 2

Becoming a employability P: 2
Professiona Prac ce cri cal thinking
l and decision making skills
in the 21st
Century
71
Module 13 Discuss the purpose and use NA Team T: 3

Basic English of learning English Ac vity: P: 4
Skills Prac ce basic English words, Role play,
sentences and punctua on video
Demonstrate ac ve listening session
and reading skills
Prac ce wri ng applica ons
and formal nota ons
Module 14 Explain the importance of NA T: 3

Communica o communica on at workplace P: 4
n Skills Prac ce verbal and non-
verbal communica on
Demonstrate effec ve
communica on strategies
Prac ce methods to enhance
workplace communica on
Module 15 Illustrate on the use and NA T: 2

Essen al features of MS Office tools, P: 4
Digital Skills like MS Word, MS Excel, MS
PowerPoint, etc.
Demonstrate prac cal
knowledge of the use of
computers
Show the use of search
engines and internet
Discuss on the purpose and
use of e-mail communica on
Prac ce using mobile
applica ons
Module 16 Explain the need and features NA Team T: 2

Diversity and of diversity at workplace Ac vity: P: 4
Inclusion Illustrate the PwD policies Round of
applicable at workplace Interac ve
Illustrate the use and features discussion
of inclusive approach in
workplace
Module 17 Discuss about money NA T: 2

Financial and management P: 4
Legal Literacy Discuss the basics of banking
services
Prac ce online banking
features
Discuss about legal literacy
and it's purpose
72
Facilitator Guide
Module 18 Discuss about the process NA Whiteboard T: 2

Career of career development and Markers P: 3
Developme Explain how to build a Chart paper
nt career pathway and sketch
and Goal- Conduct job market pens LCD
Se ng research Projector and
Show how to decide and Laptop for
set career goals. presenta ons.
Module 19 Iden fy the features of NA Team T: 2

Customer customer service and Ac vity: P: 3
Service management Role play,
Iden fy types of video
customers and how to session
deal with them
Prac ce customer
handling skills
Demonstrate customer
communica on skills
Iden fy methods to get
customer feedback and
how to implement them
Module 20 Prac ce personal NA T: 2

Appren ce grooming strategies P: 4
ships Prac ce resume making
and Jobs Prac ce preparing for
interviews
Show how to handle
interviews, nega ve and
posi ve responses, etc.
Illustrate the use of online
pla orms for job hun ng
Discuss the concept of
Appren ceships
Show how to enroll on
Appren ceship
programs.and use of e-
mail communica on
Prac ce using mobile
applica ons
On-the-Job Training 60
Total Dura on 390
73
Annexure-II
Assessment Criteria
CRITERIA FOR ASSESSMENT OF TRAINEES
Assessment Criteriafor Engineer Technical Support (Level 1)
Job Role Engineer Technical Support (Level 1)
Qualifica on Pack Name & Ref. ID SSC/Q0101
Sector Skill Council IT-ITES Sector Skill Council
S.No Guide lines for Assessment
1. Criteria for assessment for each Qualifica on File will be created by the Sector Skill Council. Each
Performance Criteria (PC) will be assigned marks propor onal to its importance in NOS. SSC will also lay
down propor on of marks for Theory and Skills Prac cal for each PC.
2. The assessment for the theory part will be based on knowledge bank of ques ons created by the SSC.
3. Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elec ve /
op on NOS/set of NOS
4. Individual assessment agencies will create unique ques on papers for theory part for each candidate at
each examina on/training center (as per assessment criteria below)
5. Individual assessment agencies will create unique evalua ons for skill prac cal for every student at each
examina on/training center based on this criterion
6. To pass a QF, a trainee should score an average of 70% across generic NOS' and a minimum of 70% for
each technical NOS
7. In case of unsuccessful comple on, the trainee may seek reassessment on the Qualifica on File.
MARKS
ALLOCATIONS
Assessable Assessment criteria for the outcome Total Out of Theory Skills
Outcomes Marks Prac cal
SSC/N0101: Deal PC1. confirm to customers that the

remotely with basic service requests/ incidents have been
IT service received 5 5 -
requests/incidents
100
PC2. express concern for any
difficul es caused and the
commitment to resolve them 10 - 10
74
Facilitator Guide
PC3. obtain sufficient informa on

from customers to understand the
5 5 -
nature of the problem and perform
ini al diagnosis
PC4. record and categorize service

requests/incidents accurately using
the organiza on's incident 10 - 10
management tool
PC5. support customers remotely to

10 - 10
test poten al solu ons
PC6. priori ze service

requests/incidents according to 10 - 10
organiza onal guidelines
PC7. provide customers with a

jus fiable es mate of resolu on
5 5 -
me, where an immediate solu on
cannot be found
PC8. refer problems to supervisors,

where the problems cannot be 5 5 -
resolved by the helpdesk
PC9. obtain advice and guidance from

industry experts where problems are 5 5 -
outside the area of competence
PC10. monitor problems to keep

customers informed about progress 10 - 10
and any delays in resolving problems
PC11. obtain confirma on from

customers those problems have been 5 5 -
resolved
PC12. record the resolu on of

problems accurately using incident 10 - 10
management tool
Pc13. examine relevant standards,

policies, procedures, and guidelines
when dealing with basic IT service 10 - 10
requests/incidents
Total 100 30 70
75
SSC/N0202: Deal PC1. monitor systems to iden fy

directly with IT automated alerts and customer service
requests 12.5 - 12.5
service requests/
incidents
PC2. validate automated alerts to
ensure they are genuine incidents 12.5 - 12.5
PC3. record and acknowledge service

requests/incidents using the 12.5 - 12.5
organiza on's tools and procedures
PC4. obtain sufficient informa on from

customers to iden fy the nature of 18.75 6.25 12.5
service requests
PC5. analyse automated alerts to

25 - 25
iden fy the nature of incidents
PC6. access the knowledge base to

iden fy solu ons/workarounds for 25 - 25
service requests/incidents
PC7. evaluate the suitability of

solu ons/workarounds, where available 12.5 - 12.5
100
PC8. use the organiza on's guidelines
and standard scripts to resolve service
12.5 - 12.5
requests/incidents within the level of
competence
PC9. refer service requests/incidents

outside your level of competence and 12.5 - 12.5
authority
PC10. obtain help or advice from

12.5 - 12.5
supervisors, where necessary
PC11. obtain confirma on from

customers that service 18.75 6.25 12.5
requests/incidents have been resolved
PC12. record the resolu on of service

requests/incidents accurately 87.5 37.5 50
PC13. comply with relevant standards,

policies, procedures, guidelines, and
service level agreements (SLAs) when 37.5 - 37.5
dealing directly with IT service requests/
incidents
Total 300 50 250
76
Facilitator Guide
Employability NOS PC1. Introduc on to Employability Skills 2 1 1

for 60 Hours
PC2. Cons tu onal values – Ci zenship 2 1 1
PC3. Becoming a Professional in the

21st Century 6 2 4
PC4. Basic English Skills

5 2 3
50
PC5. Career Development & Goal
3 1 2
Se ng
PC6. Communica on Skills

4 2 2
PC7. Diversity & Inclusion

3 1 2
PC8. Financial and Legal Literacy

5 2 3
PC9. Essen al Digital Skills

7 3 4
PC10. Entrepreneurship
5 2 3
PC11. Customer Service

3 1 2
Pc12. Ge ng Ready for Appren ceship

& Jobs 5 2 3
Total 50 20 30
77
78
Facilitator Guide
89

06664Engineer-Technical Support FG

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Facilitator Guide

IT – ITeS Sector Skills Council NASSCOM

IT – ITeS Sector Skills Council NASSCOM

About this Guide

About this Guide

Ask Explain Elaborate Field Visit Prac cal Lab

Demonstrate Exrcise Team Ac vity Facilita on Notes Learning Outcomes Say

Resources Ac vity Summary Role Play Example Answer Keys

1. IT-ITeS/IT support services industry – An Introduc on 1

Key Learning Outcome

By the end of this module, par cipants will be able to:

2. Iden fy technical support engineer's career path

Unit 1.1 Overview of the Indian IT-ITeS Industry

Unit Objec ves

o Diﬀerent components of this industry and its signiﬁcance.

· Ensure that all students par cipate in the class.

Notes for Facilita on

· Answer all the doubts in case any to the par cipants.

Unit 1.2 Career Opportuni es for Technical Support Engineers

Unit Objec ves

3. Determine the career path for a Technical Support Engineer.

· Introduc on to Technical Support Engineer

· Roles and responsibili es of a Technical Support Engineer

· Applica ons on which Technical Support Engineers have to work

o Workplace challenges and beneﬁts.

Notes for Facilita on

1. The IT industry sees the past 3 – 5 years as its “_______ ”.

(a) US$ 160 billion

(a) So ware developer

4. The employment growth in the IT industry is forecasted to increase by:

Key Learning Outcome

By the end of this module, par cipants will be able to:

2. Collate technical knowledge about conﬁgura on, opera ng system, etc.

Unit 2.1 Concept of Service Requests and Incidents

Unit Objec ves

· Basic Concepts of Service Request.

· Process for Service Request Management.

· Incident Management, its Objec ve and Scope.

· Basic Concepts of Incident Management.

· Process for Incident Management.

· Team A will par cipate on “Incident and its type”.

· Team B will par cipate on “Incident Management”.

· Team D will be par cipa ng on “Incident Management Process”

· Ensure that all students par cipate in the class.

Notes for Facilita on

· Answer all the doubts in case any to the par cipants.

a. Diﬀeren ate between Service Request and Incident Management.

b. Give 4 benchmark prac ces to be followed in the service request.

c. Make a process chart for Incident Management.

2. Mul ple Choice Ques ons:

I. Which is a service request?

III. What is an incident?

Key Learning Outcome

By the end of this module, par cipants will be able to:

Unit 3.1 Technical speciﬁca ons related to service requests

Unit Objec ves

1. Iden fy service requests' latest changes, procedures and prac ces.

· Service Request Management and its policies.

· Technologies Rela ng to the Service Request Management

Notes for Facilita on

1. What is the func on of the incident management procedure?

d. The replacement of a toner cartridge

1. SiT! (Support Incident Tracking)

Key Learning Outcome