Validation programme for professional qualification as an IT support specialist

The IT support specialist supports customers and users by phone and electronically with software, hardware and network problems. They

• guarantee the continuity and optimal use of software, hardware and networks,
• often take over the computer,
• guide the client or refers to the knowledge database,
• solve the problem within the allotted time frame,
• estimate when complex questions should be referred to a higher technical level.

The IT support specialist anticipates increasingly skilled customers and higher demands on the level of products and support. They are flexible, customer friendly, sociable, communicative, stress resistant and solution oriented.

In the validation standard for IT support specialist (in Dutch)(PDF file opens in new window) you will find detailed information about the validation programme.

If you want to demonstrate your experience as an IT support specialist at a validation test centre, you will do so through a practical test and an interview.

The tests’ instruction language is Dutch.

You will be tested on your ability to:

• provide first-line support and perform routine testing on a minimum of five customers, including at least one English-speaking customer and at least one French-speaking customer within a limited time frame. The following subjects will be covered at least once
  • installation and support of operating systems,​​​​​​
  • installation and support of hardware applications,
  • peripheral devices,
  • installation of application software (standard packages),
  • registration of application software (standard packages),
  • cyber security,
  • networks,
• expertly handling a complaint,
• the ability to look up occupation-specific information within the digital user support domain.