Product
Express IT
Advanced Certificate in Infrastructure Support (E-learning)
5 months Part Time / 3 months Full Time Instructor-led Live & Mentor-led Blended Learning
Learn to support windows desktop, server and network to become IT system support.
What do I Get?
Acquire IT System Support Skills
Learn the installation, configuration and maintenance of Windows 10, fundamentals of servers and networks, as well as the highly sought-after IT customer service skills to prepare yourself for an IT System Support job.
Mentor-Led Blended Learning Delivery
We deliver blended learning through a combination of self-paced e-learning, instructor-led flipped classes and personalised mentoring with industry practitioners to greatly increase your efficiency and effectiveness in acquiring knowledge and skills.
Job Placement Assistance
We will assist you in getting hired with more than 50 hiring employers working with us.
Up to 90% Funding
Singapore Citizens / Permanent Residents can receive up to 90% funding* from SkillsFuture Singapore and further subsidies using your SkillsFuture credit and Post-Secondary Education Account.
*Terms and conditions apply.
Audience and Certificates
Target Audience
- Non-tech professionals (PMEs) who want to pursue a career as an Entry-level Desktop Support Technician
Prerequisite
Academic Qualification: 'N' Level or its equivalent.
Others: Please refer to the Skillsconnect Portal for the Funding Eligibility requirements.
Graduation Requirements
- Minimum attendance of 75% for all Sessions in each of the modules of the qualification
- Should be assessed Competent (C) in each of the modules of the qualification
Certificate(s)
- Statement of Attainment by SSG, Singapore: IT-IS-310S-1 Build and configure a server
- Statement of Attainment by SSG, Singapore: IT-SM-301S-1 Perform on-going monitoring of risks, threats, vulnerabilities and effective controls
- Statement of Attainment by SSG, Singapore: ICT-OUS-3012-1.1 Security Administration
- Statement of Attainment by SSG, Singapore: ICT-DIT-3008-1.1 Infrastructure Deployment
- Statement of Attainment by SSG, Singapore: ICT-OUS-3007-1.1 Infrastructure Support
- Statement of Attainment by SSG, Singapore: ICT-OUS-3011-1.1 Problem Management
- Statement of Attainment by SSG, Singapore: ICT-DIT-3016-1.1 System Integration
Blended Learning Journey
E-Learning
60 hours
Projects / Assignments
150 hours
Flipped Class/Mentoring
90 hours
Assessment
2.5 hours
Modules
NICF-Fundamentals of Server and Network (SF) (Synchronous and Asynchronous E-Learning)
This module will help you in acquiring the knowledge and skills to set up and use a computer at home securely and keep it in good working order, and also to provide informal support for PCs and simple computer networks to your colleagues in a small business.
Session Plan
Learning Outcome
Knowledge
By the end of this module, you will gain following knowledge:
- Explain the functions and types of devices used within a computer system.
- Describe basic principles of software and database development
Skills
By the end of this module, you will acquire following skills:
- Set up a computer workstation and use basic software applications.
- Apply basic computer maintenance and support principles.
- Configure computers and mobile devices to connect to home networks and to the internet.
- Identify security issues affecting the use of computers and networks
Other Information
Funding Validity Period: Until 31-Dec-2022
Course Developer: Lithan Academy
Qualification Course Code: TGS-2019503381
NICF-Install and Configure Operating System (SF) (Synchronous and Asynchronous E-Learning)
This module will help you in acquiring the knowledge and skills to support and configure Windows desktops in an organisational setting; develop skills on installation, customisation, and updating Windows operating systems; learn about storage, files, and devices; and also learn to configure network connectivity for Windows.
Session Plan
Learning Outcome
Knowledge
By the end of this module, you will gain following knowledge:
- Basic understanding of computer networks and hardware
- Basic understanding of an operating system and applications
- Experience and observation while using the Windows OS
Skills
By the end of this module, you will acquire following skills:
- Install, personalize and update Windows 10
- Configure networking and storage
- Install and manage applications
- Configure authentication and permissions
- Protect the OS and data
- Support and troubleshoot common issues
Other Information
Funding Validity Period: Until 7-Jan-2025
Course Developer: Lithan Academy
NICF-Support and Maintain IT Infrastructure (SF) (Synchronous and Asynchronous E-Learning)
This module will help you in acquiring the knowledge and skills on how to plan and implement an operating system deployment strategy using modern deployment methods, also how to implement an update strategy. Learn about technologies such as Azure Active Directory, Azure Information Protection, and Microsoft Defender for Endpoint, and how to leverage them to protect devices and data.
Session Plan
Learning Outcome
Knowledge
By the end of this module, you will gain following knowledge:
- Authorization and authentication.
- Computer networks and cloud-based concepts.
- Understanding of OS images and group policy objects.
- Understanding of managing mobile devices
Skills
By the end of this module, you will acquire following skills:
- Plan and execute an effective deployment of Windows 10
- Manage and ensure that the devices are current with the latest OS and application updates
- Deploy and manage configurations and apps to organizational and user-owned devices
- Deploy and manage policies to ensure device compliance
- Manage users and authentication using Azure AD and Active Directory DS
Other Information
Funding Validity Period: Until 7-Jan-2025
Course Developer: Lithan Academy
NICF-IT Customer Service Skills (SF) (Synchronous and Asynchronous E-Learning)
This module will help you in acquiring the knowledge and skills on how to provide excellent IT customer service, communicate with users, solve problems, and manage cases. Learn how to analyse different tools, methodologies, and technologies used for customer service.
Session Plan
Learning Outcome
Knowledge
By the end of this module, you will gain following knowledge:
- Define core priorities and key responsibilities of the IT Support role.
- Learn basic stages of case management, from initial receipt of a support call through solution development and closure.
- Learn appreciation and empathy as part of communication skills that a successful support agent needs.
- Learn the importance of maintaining complete, detailed, and accurate documentation.
- Acquire in-depth knowledge of the steps involved in troubleshooting a customer issue throughout its lifecycle.
- Review the typical key performance indicators (KPIs) that are used to track the success of a support agent/team/organisation.
Skills
By the end of this module, you will acquire following skills:
- Provide professional customer support.
- Examine ways to connect with your customer through phone, email, chat, and social media.
- Demonstrate empathy and communicate at or above the customer’s level of sophistication in subject matter and communication.
- Deal with challenging situations and defuse a customer’s anger.
- Develop analytical solutions and troubleshooting best practices, manage customer expectations, and handle customer objections.
- Case management process and key issues that need to be documented.
- Evaluate performance measures and indicators using scorecard and dashboard
Other Information
Funding Validity Period: Until 7-Jan-2025
Course Developer: Lithan Academy
NICF-Capstone Project-Infrastructure Support (SF) (Synchronous and Asynchronous E-Learning)
This module will enable you to perform the 4 stages of an IT support project which are Planning, Design, Installation, and Support.
Session Plan
Learning Outcome
Skills
By the end of this module, you will acquire following skills:
- Design Local Area Network for a company
- Perform a local Windows installation and configure Windows server
- Design and implement Active Directory
- Manage Network Security Managing Files and Printers
- Troubleshoot resource access and network connectivity
- Case Management
Other Information
Funding Validity Period: Until 9-Jan-2025
Course Developer: Lithan Academy
