💻 IT-ITeS Curriculum – Skill Development Syllabus
✅ Level: NSQF Level 3–5 (Entry to Mid-Skill Level)
Ideal For: Students, job seekers, freshers, and aspiring professionals in the IT & BPO sectors
📍 Module 1: Introduction to IT-ITeS Industry
- Overview of IT and IT-enabled Services
- Key job roles: data entry operator, customer service executive, IT support, back office assistant
- Industry structure and career pathways
- Importance of digital skills in today’s job market
📍 Module 2: Basic Computer Fundamentals
- Computer hardware and software basics
- Operating systems (Windows, Linux basics)
- File and folder management
- Basic troubleshooting and maintenance
📍 Module 3: Office Productivity Tools
- MS Word: Document formatting, templates, tables
- MS Excel: Formulas, charts, data entry, pivot tables
- MS PowerPoint: Slide design, animation, presentation skills
- Email & Calendar: Gmail/Outlook, scheduling, attachments
📍 Module 4: Digital Communication Skills
- Email writing etiquette
- Chat and video conferencing tools (Zoom, Teams)
- Business communication: tone, grammar, response time
- Online collaboration platforms: Google Drive, OneDrive
📍 Module 5: Data Entry & Typing Skills
- Typing speed and accuracy (English and regional languages)
- Use of data entry software (OCR, forms, spreadsheets)
- Practice with real-world formats (invoices, logs, records)
- Keyboard shortcuts and efficiency tools
📍 Module 6: IT Support & Troubleshooting (for Technical Roles)
- Basic networking concepts (LAN, Wi-Fi, routers)
- Installing/uninstalling software and drivers
- Virus scanning and system backup
- Helpdesk ticketing and support workflows
📍 Module 7: Cyber Safety & Data Privacy
- Online threats: phishing, malware, scams
- Safe browsing and password hygiene
- Basics of GDPR, IT Act, and user consent
- Role of confidentiality in ITES jobs
📍 Module 8: Soft Skills & Workplace Readiness
- Verbal and written communication
- Customer service principles and empathy
- Time management and adaptability
- Grooming, punctuality, and teamwork
📍 Module 9: Introduction to BPO & KPO Processes
- Call handling procedures (inbound/outbound)
- Voice vs. non-voice processes
- Quality metrics: AHT, CSAT, FCR
- CRM tools basics (Zoho, Salesforce, etc.)
📍 Module 10: Digital Career Skills
- Resume and LinkedIn profile creation
- Job portals and online interviews
- Freelancing platforms (Upwork, Fiverr basics)
- Entrepreneurial opportunities in digital services
📍 Assessment & Certification
- Typing test & software tasks
- Role-play (voice process) or project (data entry)
- Multiple-choice test + viva
- Certification via SSC/NSDC/authorized training provider
