Cyber Security

Turning Challenges into Solutions in Client Management

Learn to manage client relationships, resolve technical issues, and deliver outstanding service. Build confidence handling complex challenges using proven strategies, structured communication, and problem-solving techniques—flexibly delivered for ICT professionals.

40-60 Hrs (Self-paced)

estimated duration

100% Online

learning mode

Start anytime

modality

Who This Course Is For?

Service Desk Managers IT Support Specialists ICT Consultants & Analysts IT Service Managers Business Analysts Upskillers Seeking Formal Certification
Service Desk Managers IT Support Specialists ICT Consultants & Analysts IT Service Managers Business Analysts Upskillers Seeking Formal Certification

Assessments

To demonstrate competency, you'll complete

Quizzes Written assignments Case studies Real-world scenario tasks
Quizzes Written assignments Case studies Real-world scenario tasks

What You'll Learn?

  • Communicate effectively with clients across support channels.

  • Identify and address client pain points through structured assessment.

  • Apply troubleshooting tools and frameworks like ITIL and RCA.

  • Manage escalations and recurring issues efficiently.

  • Understand and apply service-level agreements (SLAs).

  • Document support activities and resolutions for continuous improvement.

Additional Learning Benefits

  • Courses like this one can contribute to university credit and industry certifications.

  • Many ICT units align with CompTIA certification, offering clear pathways to global recognition.

Topics Covered

  • Client Insight And Expectations
    Communication Techniques Pain Point Identification Customer Satisfaction Metrics
  • Communication Strategies
    Active Listening Empathy Professional Writing Conflict Resolution
  • Problem Resolution Frameworks
    ITIL Root Cause Analysis Troubleshooting Escalation Paths
  • SLAs and Documentation
    Managing Service Levels Documenting Recurring Issues Improving Service Quality

Learning Outcomes

By the end of this course, you'll be able to:

  • Communicate clearly and empathetically with clients.

  • Troubleshoot IT problems using structured frameworks.

  • Implement proactive and reactive support strategies.

  • Manage escalations and client expectations with confidence.

  • Document and analyse recurring issues to enhance service delivery.

Learning Pathway

SSC Online provides a flexible learning journey designed to support your goals—whether you’re upskilling, pursuing formal qualifications, or preparing for university or industry certification.

1
 

Start Here

Essential / Premium Plan: Build your knowledge and skills with flexible, self-paced learning. Access up to 100 courses across high-demand fields like business, IT, project management, and cyber security.

2
 

Go Further

Accredited Units (available via Professional Plan or pay-per-certification). Complete formal assessments to earn a Statement of Attainment for nationally recognized units of competency.

3
 

Unlock More

Full Qualifications: Stack your accredited units to progress toward a full nationally recognised qualification.

4

Your Future Pathways

After completing full qualifications or selected accredited units, you can::

  • Gain credit transfer to Australian universities toward a bachelor's degree (selected units only).
  • Sit for CompTIA Certification exams (selected ICT units).
  • Enhance your employability skills with industry-ready credentials.

*Credit transfer and certification opportunities are available for selected units only.

Certificates Included

Australian Accredited Certification (AQF Certificate)

(Available through formal qualification pathways)

Statement of Attainment for accredited unit

(Accredited Certification)

SSC Professional Certificate

(Essential & Premium)

Compliance Statement

This course is delivered and assessed by South Sydney College, a division of Knit Group Australia Pty Ltd (RTO Code: ).

The unit – is drawn from the BSB Business Services Training Package and is nationally recognised training.

Statements of Attainment are issued in accordance with the Standards for RTOs 2015. For information about support services, fees, refunds, and your rights as a learner, please refer to the Learner Handbook or contact us directly via email: online.support@ssc.edu.au.

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