Computer Maintenance · Intermediate level

Intermediate level · Module 6 of 6 · 17 guided hours

Remote Support and Customer Service

Support users remotely, communicate professionally and complete the workshop project.

Learning objectives

  • Provide secure remote support
  • Communicate with non-technical clients
  • Complete the Workshop Service Job

Topics

  • remote assistance tools
  • consent and security
  • explaining technical issues
  • job cards and tickets
  • handover
  • project completion

Lessons

  1. Lesson 1 Remote Support Tools

    Help users securely without visiting.

    Quick Assist and similar toolsconsentsession securityremote support scams

  2. Lesson 2 Communicating with Clients

    Explain problems and options in plain language.

    plain languagelisteningexpectationscomplaints

  3. Lesson 3 Job Cards and the Workshop Project

    Record work professionally and complete the workshop job.

    job cardsparts and timeservice reporthandover

Practical activity

Support a 'client' remotely, then complete the Workshop Service Job level project.

Expected outcomes

  • Professional remote support
  • A complete workshop job

Assessment

Level project assessed against its criteria.

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.