PMKVY 4.0, or the Pradhan Mantri Kaushal Vikas Yojana 4.0, is an Indian government initiative aimed at providing skill development training to youth across various sectors. A Domestic IT Helpdesk Attendant is one of the job roles covered under this scheme.

As a Domestic IT Helpdesk Attendant, individuals are trained to perform various data entry tasks such as entering data into computer systems, maintaining databases, managing and organizing data, and ensuring its accuracy and integrity. This role is crucial in organizations where there’s a significant volume of data that needs to be processed and managed efficiently.

PMKVY 4.0 Domestic IT Helpdesk Attendant Typically Covers:

1. Computer fundamentals: Basic knowledge of computers, operating systems, and software applications.
2. Typing skills: Developing typing speed and accuracy, as data entry involves a lot of typing.
3. Data entry techniques: Learning different methods and techniques for entering data accurately and efficiently.
4. Data management: Understanding how to organize and manage data effectively using databases and spreadsheets.
5. Quality control: Ensuring data accuracy and performing quality checks to maintain data integrity.
6. Legal and ethical considerations: Understanding the importance of data privacy, confidentiality, and compliance with relevant regulations.

Domestic Data Entry Operator Course PMKVY 4.0

Domestic IT Helpdesk Attendant
Course PMKVY 4.0 Details :
Domestic IT Helpdesk Attendant Syllabus

Sector	IT-ITeS
Sub-Sector	IT Services
Occupation	IT Support Services/Helpdesk
Country	India
NSQF Level	3
Aligned to NCO/ISCO/ISIC Code	NCO-2015/ 3512.0101
Minimum Educational Qualification and Experience	12th Class OR 10th Class + ITI OR 10th Class with 2 years of relevant experience
Pre-Requisite License or Training	Training programs in customer orientation, dealing with difficult customers, telephone etiquettes, etc.
Minimum Job Entry Age	18 Years
Last Reviewed On	13-09-2021
Next Review Date	13-09-2024
NSQC Approval Date	27-01-2022
QP Version	2.0
Model Curriculum Creation Date	13-09-2021
Model Curriculum Valid Up to Date	13-09-2024
Model Curriculum Version	1.0
Minimum Duration of the Course	400 hours
Maximum Duration of the Course	400 hours

Domestic IT Helpdesk Attendant
Domestic IT Helpdesk Attendant Syllabus

Unit – 1 Introduction to IT-ITES Industry
 Introduction to IT-ITES Industry
 Objectives of the Course
 Meaning of IT Helpdesk
 Roles & Responsibilities of IT Helpdesk Attendant
 Required Skills to become an IT Helpdesk Attendant

Domestic IT Helpdesk Attendant Syllabus

Unit – 2 Computer Fundamentals
 History of Computers
 Advantages & Disadvantages of Computers
 Hardware & Software
 Classification of Software
 System Software & Application Software
 Utility Programs
 Library Programs

Unit – 3
Basic PC Troubleshooting (Hardware/Software)
 Booting of DOS/Windows
 Types of Computer Cards
 Processor & Motherboard
 Installation of SMPS
 Dismantling & Assembling Computer
 Installing & Connecting Various Types of Hard Disk Drive
 Configuring, Partitioning & Formatting of Hard Disk Drive
 Installing Motherboard
 DOS & Windows Installation/Configuration
 Antivirus Download
 Printers Driver Installation
 Uninstalling the Drivers
 Hard Disk Booting Issue
 Network Connectivity Issue
 Setting up a Wi-Fi Network
 Common Browser Issues & Troubleshooting
 Safe Mode & its Use
 Remote Desktop
 Windows & MS-Office Shortcuts

Unit – 4 Dealing with IT Service Requests/Incidents
 Monitor & Verify Automated Alerts for customer service
requests
 Obtain Sufficient Information from Customer
 Capture Queries/Complaints of Customers in CRM, Register Domestic IT Helpdesk Attendant 5
or MS Excel
 Prioritize Service Requests According to Organizational
Guidelines
 Resolve First Level Complaints at Front End
 Address Customer’s Query, Request or Complaint on the Basis
of Categorization
 Refer the Problem to a Competent Technical Support Team
 Customer Query Resolution
 Workaround
 Follow Escalation Matrix to Resolve Customer Issues
 Seeking Advice and Guidance from Line Manager
 Update Customer on Time Required for Resolution of a Query
 Adhere to Timelines for Resolving Customer Issues
 Offer 100% Resolution of Customer’s Complaints without
Delay

Domestic IT Helpdesk Attendant Syllabus

Unit – 5
Planning and Organising Work to Meet Expected Outcomes
 Maintaining Cleanliness at Work
 Self-Discipline and Punctuality
 Complying with Company Policy and Rules
 Checking Work for Accuracy
 Seeking Advice and Guidance from Line Manager
 Understanding the Work Output Requirements

Unit – 6
Maintain a Healthy, Safe and Secure Working Environment
 Complying with organization’s current health, safety and
security policies and procedures
 Reporting any identified breaches in health, safety, and
security policies and procedures
 Identifying and correcting any hazards that you can deal with
safely
 Reporting any hazards that you are not allowed to deal with
to the relevant person
 Identify and recommend opportunities for improving health,
safety, and security to the designated person
 Following Emergency Procedures
 Complete any health and safety records legibly and
accurately

Domestic IT Helpdesk Attendant Infrastructure Requirements:

Here are the general requirements for the training center, common for all courses:

1. Facilities:
   • Electricity, lights, fans
   • Water purifier
   • Toilet
   • Air-conditioner
   • Power backup
   • Broadband Internet connection (2 MBPS)
   • Printer
   • Scanner
   • Web Cam
   • Digital Camera (for documentation purposes)
2. Theory Room:
   • Size: Minimum 500 square feet for Theory class and 500 square feet for Lab
   • Capacity: 30 students
   • Chairs and Desks
   • One Computer for theory classes with Sound system and DVD Rom
   • Projector
   • White Board and Marker
   • Internet
   • Printer
3. Faculty:
   • Minimum one faculty per course per center
   • One faculty can take a maximum of two batches per day

These requirements ensure that the training center is well-equipped to deliver effective training sessions and facilitate learning for the enrolled students.

Domestic IT Helpdesk Attendant

Domestic IT Helpdesk Attendant Qualifications and Requirements for Trainers :

1. Qualification:
   • Total Experience: Minimum 2 years of work/training experience
     • Educational Qualification:
   • Minimum 10th grade
   • Diploma in Computer Science/Technology
   • Experience in Sector Specific Teaching: 2 years
2. Recruitment Process:
   • Responsibility: Recruitment is the responsibility of the respective center/partner.
3. Train the Trainer Programme:
   • Training: Will be arranged by respective Sector Skill Council according to their guidelines.
   • Participation: Compulsory for trainers.
   • Cost: Training cost to be borne by the partner/center as prescribed by the SSC.
4. Study Material Provided :
   • Provided: Study material will be provided as prescribed by respective Sector Skill Council.

Promotions Domestic IT Helpdesk Attendant Course :

1. Flex/Banner/Hoarding/Standee:
   • Place these promotional materials at the entrance of the training center to attract attention from passersby and visitors to the center.
2. In-house Posters:
   • Display posters at the reception area and within classrooms to inform current students and visitors about the course.
3. Social Media Updates:
   • Regularly update the training center’s Facebook page with photos and videos showcasing various events, activities, and success stories related to the Domestic IT Helpdesk Attendant Course. This helps create awareness and engage with potential candidates online.
4. Display Certificates:
   • Display the Certificate of NSDC Partnership and Affiliation Certificate from Sector Skill Councils prominently on the notice board. This demonstrates the credibility and recognition of the course by relevant authorities, building trust among prospective students.

By implementing these promotional strategies, the training center can effectively reach out to its target audience and generate interest in the Domestic IT Helpdesk Attendant offered under PMKVY 4.0.

Documents To Be Maintained by Training Centre (TC) :

Here’s a list of documents to be maintained for the Domestic IT Helpdesk Attendant under the PMKVY scheme:

1. List of Trainees enrolled in SDMS Format (at the time of registration for PMKVY scheme): A list of all trainees enrolled in the course, maintained in the Skill Development Management System (SDMS) format.
2. PMKVY Enrollment Form: Forms filled out by trainees during enrollment for the PMKVY scheme.
3. Details of Trainers: Information about the trainers conducting the course, including their qualifications and experience.
4. Attendance Report: A report documenting the attendance of trainees, to be uploaded on the website every day.
5. Students’ Leave Register: Record of leave taken by individual students.
6. Study Material Distribution Register: Register documenting the distribution of study materials to trainees.
7. Academic Reports: Reports on the academic performance of trainees.
8. Students’ Feedback Form: Forms filled out by trainees providing feedback on the course and training.
9. Drop Out Register: Register documenting trainees who drop out of the course.
10. Internship Register: Register documenting trainees participating in internships.
11. Examination Attendance Register and Marks Register: Registers documenting attendance and marks of trainees in examinations.
12. Certification Issue Register: Register documenting the issuance of certifications to trainees upon course completion.
13. Placement Register: Register documenting the placement of trainees in jobs after completing the course.
14. Outreach Programme Details: Details of any outreach programs conducted to promote the course.
15. Photos and Videos of Theory and Practical Classes: Visual documentation of theory and practical classes, at least one per batch per week, to be sent to the Head Office.
16. Photos and Videos of Various Activities/Events: Visual documentation of various activities and events related to the course.

These documents are essential for maintaining records, monitoring progress, and ensuring compliance with PMKVY guidelines.

• Continuous assessment throughout the course based on practical assignments, quizzes, and performance evaluations.
• Final assessment comprising theoretical and practical components to evaluate overall competency.
• Certification awarded upon successful completion of the course, indicating proficiency as a Domestic IT Helpdesk Attendant for persons with disabilities.