Computer Maintenance · Advanced level

Advanced level · Module 5 of 6 · 20 guided hours

Running an IT Support Service

Run a professional, profitable and ethical IT support business or department.

Learning objectives

  • Price repair and support services
  • Write service agreements
  • Manage jobs, parts and records
  • Build client relationships and act ethically

Topics

  • pricing
  • service agreements and SLAs
  • job and parts management
  • warranty on work
  • client relationships
  • ethics and safety

Lessons

  1. Lesson 1 Pricing Repairs and Support

    Set prices that cover costs and are fair to clients.

    parts costlabour rateoverheads and marginsupport contracts

  2. Lesson 2 Service Agreements

    Agree clearly what will be delivered.

    scope of serviceresponse timesexclusionsdata responsibilities

  3. Lesson 3 Job, Parts and Records Management

    Keep track of work, parts and history.

    job trackingparts stockdevice historyfault analysis

  4. Lesson 4 Client Relationships and Ethics

    Earn trust that brings repeat business.

    honestydata confidentialityhealth and safetyfollow-up

Practical activity

Write a price list, a service agreement and a job management system for a small IT support service.

Expected outcomes

  • A sustainable service model
  • Professional client relationships

Assessment

Service documents assessed for clarity, fairness and viability.

Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.