Remote Support & Remote IT Services
- Introduction to Remote IT Support and Service Delivery Models
- Remote support tools: TeamViewer, AnyDesk, RDP, and alternatives
- Secure connections: VPNs, firewalls, and session authentication
- Diagnosing and resolving hardware/software issues remotely
- Establishing remote desktop, file sharing, and secure transfers
- Communicating effectively with clients (live chat, email, phone, support ticketing)
- ITIL basics: incident, service request, and change management online
- Scripting and automation for remote troubleshooting
- Monitoring, managing, and maintaining remote endpoints
- Security best practices in remote assistance
- Data privacy, compliance, and regulatory considerations
- Soft skills: managing client expectations, professionalism remotely
- Case studies: system tune-ups, virus removal, network troubleshooting from afar
- Capstone: Simulated live remote support project
This course is ideal for help desk professionals, IT support technicians, and MSPs. It delivers hands-on skills for diagnosing, troubleshooting, and resolving issues remotely, while emphasizing security, customer communication, and industry best practices in remote service delivery.