City and Guilds of London Institute · RQF Level 2
City & Guilds Level 2 NVQ in IT Services - Customer Systems Support
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 2
- Total credits4
- Guided learning26 hours
- Units in this qualification13
Awarded by City and Guilds of London Institute · on the Ofqual register
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See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
This Level 2 NVQ in IT Services is for those providing customer systems support. It allows candidates to demonstrate competence in implementing modifications, monitoring performance, and identifying solutions for software issues within an IT support environment.
These are the units City and Guilds of London Institute registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Contribute to the Organisation's Ability to Support CustomersReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the organisation's established procedures for providing customer support.
- Contribute effectively to the organisation's customer support activities.
- Communicate clearly and effectively with customers using appropriate methods.
- Understand customer needs and expectations in relation to the organisation's products or services.
- Escalate customer issues to the appropriate personnel or department within the organisation.
Identify Technical Problems with IT Systems ComponentsReal unit · City and Guilds of London Institute
What you'll be able to do
- Know common IT system problems and their potential causes.
- Identify hardware problems through observation and basic diagnostic techniques.
- Identify software problems through error messages, logs, and troubleshooting steps.
- Use diagnostic tools and utilities to identify technical problems.
- Document identified problems clearly and accurately for further investigation or resolution.
Identify and Implement Remedial Solutions for HardwareReal unit · City and Guilds of London Institute
What you'll be able to do
- Identify hardware faults through observation and diagnostic tools.
- Diagnose hardware problems using appropriate techniques and resources.
- Implement remedial solutions to address identified hardware faults.
- Test implemented solutions to ensure they have resolved the hardware problems effectively.
- Understand escalation procedures for hardware issues that cannot be resolved at the current level.
Identify and Implement Remedial Solutions for Software ComponentsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand common problems that can occur with software components, such as bugs, vulnerabilities, and compatibility issues
- Identify appropriate remedial solutions for software component problems, based on the nature of the issue and the system requirements
- Implement remedial solutions for software components, following established procedures and guidelines
- Thoroughly test implemented solutions for software components to ensure they resolve the problem and do not introduce new issues
- Understand the potential impact of changes to software components on other parts of the system, and how to minimise any negative effects
Implement Modifications to IT SystemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the established process for implementing modifications to IT systems, including planning, testing, and documentation
- Thoroughly test modifications to IT systems to ensure they function correctly and do not introduce new issues
- Accurately document all modifications made to IT systems, including the purpose, scope, and implementation details
- Implement modifications to IT systems safely and securely, following established procedures and guidelines
- Understand the potential risks associated with implementing modifications to IT systems, and how to mitigate those risks
Implement Preventative Maintenance Procedures on IT SystemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the purpose and application of preventative maintenance procedures for IT systems.
- Know the importance of preventative maintenance in ensuring the reliability and longevity of IT systems.
- Implement maintenance schedules according to manufacturer recommendations and organisational policies.
- Document all maintenance activities performed, including dates, tasks completed, and any issues encountered.
- Know the relevant health and safety requirements and procedures to follow when performing preventative maintenance on IT systems.
Install Hardware in SystemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Know the different types of hardware components commonly found in IT systems.
- Install hardware components correctly and safely within a system.
- Configure installed hardware components to ensure proper functionality.
- Understand relevant health and safety requirements and procedures when installing hardware.
- Test hardware installations to verify correct operation.
Install Software Components in SystemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Know the different types of software components commonly installed in IT systems.
- Install software components correctly and efficiently within a system.
- Configure installed software components to ensure proper functionality and integration.
- Understand software licensing requirements and compliance considerations.
- Test software installations to verify correct operation and compatibility.
Maintain Customer RelationsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the importance of maintaining positive customer relations for the success of the organisation.
- Communicate effectively with customers, using appropriate language and tone.
- Maintain a positive customer relationship through professional and courteous interactions.
- Handle customer enquiries promptly and efficiently, providing accurate information and assistance.
- Understand customer service standards and how to adhere to them in all customer interactions.
Monitor the Performance of IT SystemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand key IT system performance metrics, such as response time, throughput, and resource utilisation
- Monitor IT system performance using appropriate tools and techniques, such as performance monitoring software and log analysis
- Identify performance issues in IT systems, such as slow response times, high resource utilisation, or errors
- Report performance issues in IT systems to the appropriate personnel, providing clear and concise information
- Understand the escalation procedures for reporting and resolving IT system performance issues
Test HardwareReal unit · City and Guilds of London Institute
What you'll be able to do
- Know the different types of hardware used for testing IT systems and components.
- Understand the procedures involved in testing hardware to ensure it meets required specifications.
- Perform basic hardware tests using appropriate tools and techniques.
- Record test results accurately and comprehensively, following organisational guidelines.
Test Software ComponentsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand fundamental software testing principles and their importance.
- Know the different types of software components that require testing.
- Perform basic software tests on individual components.
- Document test results accurately and comprehensively.
- Understand various software testing methodologies and their applications.
Work on IT Systems Located at Customers' SitesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand relevant health and safety requirements and procedures for working on IT systems at customer sites.
- Prepare effectively for site visits, including gathering necessary information and equipment.
- Work safely and responsibly at customer sites, adhering to established protocols.
- Communicate effectively and professionally with customers regarding IT issues.
- Resolve basic IT issues encountered at customer sites.
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 2 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Monitor and document IT service delivery performance, under direction
- Monitor and review the performance of technical support systems and equipment
- Monitor the performance of cloud services
- Provide solutions to, and advise on, complex technical support problems
Where this can lead
Hardware-Software Integration Engineer
Your journey as a Hardware-Software Integration Engineer is one of continuous learning and problem-solving. Whether you aspire to lead teams or become the ultimate technical expert, this role provides an incredibly strong foundation for a rewarding and impactful career in technical roles. We're excited to see where you take it.
See the whole journey →Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your work in any of these jobs
This unit provides knowledge of organisational customer support procedures and effective communication techniques. Learners will contribute to customer support activities by understanding customer needs, managing enquiries, and escalating issues appropriately.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 2 NVQ in IT Services - Customer Systems Support
13 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- Contribute to the Organisation's Ability to Support Customers
- Identify Technical Problems with IT Systems Components
- Identify and Implement Remedial Solutions for Hardware
- Identify and Implement Remedial Solutions for Software Components
- Implement Modifications to IT Systems
- Implement Preventative Maintenance Procedures on IT Systems
and 7 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.