Assam ASSEB HSLC NSQF IT/ITeS (Level 2) cheat sheet

IT covers hardware, software, and networking products; ITeS covers service work such as data entry, BPO, KPO, and technical support delivered using IT.

NSQF Level 2 corresponds to the NSQF level descriptor for routine, repetitive tasks performed under close supervision; the HSLC IT/ITeS course sits at this level.

Common ITeS job roles at entry level: data entry operator, domestic data entry operator, customer care executive (voice/non-voice), and back-office associate.

BPO = Business Process Outsourcing (outsourcing a whole process such as payroll); KPO = Knowledge Process Outsourcing (judgement-heavy work such as research or analytics).

Domestic versus international BPO is decided by the client's location: domestic serves clients inside the country, international serves overseas clients, usually on night shifts.

Career progression in ITeS typically runs associate → senior associate/team lead → process trainer or quality analyst → operations manager.

An ITeS organisation's typical departments: operations (service delivery), quality, training, workforce management, HR, IT support, and client relationship management.

Sectors that hire ITeS workers heavily: banking and insurance, telecom, healthcare records, e-commerce, travel, and government service delivery.

Input → Process → Output → Storage is the basic data-processing cycle; the CPU performs processing, RAM holds current work, and secondary storage keeps data permanently.

CPU parts: ALU (arithmetic and logic), control unit (directs operations), and registers (fastest temporary storage inside the CPU).

Memory order by speed and cost: registers > cache > RAM > SSD > HDD > optical media > magnetic tape.

RAM is volatile (contents lost on power off); ROM is non-volatile and holds firmware such as the BIOS/UEFI.

Units: 1 byte = 8 bits; 1 KB = 1024 bytes; 1 MB = 1024 KB; 1 GB = 1024 MB; 1 TB = 1024 GB.

Ports and connectors: USB (universal), HDMI (digital audio+video), VGA (analogue video), Ethernet RJ-45 (network), 3.5 mm jack (audio).

Peripheral types: input (keyboard, mouse, scanner, microphone, webcam), output (monitor, printer, speaker, projector), and both (touchscreen, modem).

UPS supplies temporary backup power during outages; a surge protector only clips voltage spikes and provides no runtime.

An operating system manages hardware, runs applications, and provides the user interface; examples: Windows, Linux, macOS, Android.

Booting loads the OS into RAM; the BIOS/UEFI performs the power-on self-test (POST) before handing control to the bootloader.

A file has a name plus an extension that tells the OS which program opens it: .docx (Word), .xlsx (spreadsheet), .pptx (presentation), .txt (plain text), .pdf (portable document).

A folder (directory) groups files; a path such as C:\Users\Student\Docs\file.docx names the drive, folders, and file in order.

File operations: create, rename, copy (duplicates), move/cut (relocates), delete (to Recycle Bin), and permanently delete (Shift+Delete on Windows).

Shortcuts: Ctrl+C copy, Ctrl+X cut, Ctrl+V paste, Ctrl+Z undo, Ctrl+A select all, F2 rename, Delete to Recycle Bin.

Wildcards in searches: * matches any number of characters, ? matches exactly one character; e.g. *.jpg finds all JPEG files.

A file's size and type can be checked in Properties; read-only, hidden, and archive are common file attributes.

Default page setup in most word processors: A4 paper, portrait orientation, margins of about 1 inch (2.54 cm) on all sides.

Font size is measured in points (pt); 1 pt = 1/72 inch, so 12 pt text is one-sixth of an inch tall.

Alignment: left, centre, right, and justify; justify stretches spaces so both edges are even.

Line spacing options include single, 1.5, and double; paragraph spacing is set separately from line spacing.

Bulleted lists mark unordered items; numbered lists mark ordered steps and renumber automatically when items are inserted.

Header appears at the top of every page, footer at the bottom; page numbers are usually inserted as a field in the footer.

Find (Ctrl+F) locates text; Find and Replace (Ctrl+H) substitutes text throughout the document in one action.

Mail merge combines one main document with a data source (table or spreadsheet) to produce many personalised copies such as letters or certificates.

Spell check flags possible errors but does not correct grammar or meaning; Print Preview shows the final layout before printing.

A cell reference combines a column letter and row number (B5 = column B, row 5); an absolute reference such as $B$5 stays fixed when copied.

Every formula begins with = ; operators follow BODMAS order: brackets, exponents, division/multiplication, addition/subtraction.

Core functions: =SUM(range), =AVERAGE(range), =MAX(range), =MIN(range), =COUNT(range) counts numbers, =COUNTA(range) counts non-empty cells.

=IF(condition, value_if_true, value_if_false) returns one of two results; conditions use =, <, >, <=, >=, <>.

=COUNTIF(range, criteria) counts cells meeting a condition; =SUMIF(range, criteria, sum_range) adds matching values.

Relative references shift when copied, absolute ($) do not, and mixed references (B$5 or $B5) lock only the row or only the column.

A chart type is chosen by data purpose: column for comparison, line for trend over time, pie for parts of a whole (single series).

Sorting rearranges rows by a key column; filtering hides non-matching rows without deleting them; both leave the underlying data intact.

A slide master stores the theme, fonts, and placeholder positions so every slide stays consistent; changes there apply to all slides using it.

The 6x6 guideline: no more than about six bullet points per slide and six words per line, to keep slides readable.

Slide layouts offered by most software: title slide, title and content, two content, comparison, blank, and picture with caption.

Transitions apply between slides; animations apply to objects within a slide. Too many of either distract the audience.

Slide Show shortcuts: F5 starts from the beginning, Shift+F5 from the current slide, Esc ends the show, B blanks the screen.

Embedding inserts an object into the file so it travels with the presentation; linking keeps a reference that breaks if the source file moves.

Handouts print several slides per page for the audience; speaker notes are visible to the presenter only.

Digital communication etiquette: clear subject line, one topic per message, no ALL CAPS, and reply within a stated time frame.

The internet is a global network of networks; the World Wide Web is a service (linked pages) that runs on it - the two are not the same thing.

URL parts: protocol (https://), domain name (example.com), path (/page), and optional query string (?id=5).

HTTP is unencrypted; HTTPS encrypts traffic with TLS, so never enter passwords or card details on an http:// page.

A browser stores visited sites in history, saved data in cookies, and downloaded files in the download folder; clearing these affects privacy and logins.

Email fields: To (primary recipient), Cc (visible copy), Bcc (hidden copy - use it for large groups to protect addresses), Subject, Body, Attachment.

Email safety: check the sender's full address, hover over links before clicking, and never open unexpected attachments.

Search operators narrow results: quotation marks for an exact phrase, minus sign to exclude a word, site: to limit to one website.

Downloading means copying a file from a server to your device; uploading means sending a file from your device to a server.

Malware types: virus (attaches to files), worm (self-replicates over networks), trojan (disguises as useful software), ransomware (encrypts files for payment), spyware (secretly collects data).

Phishing is a fraudulent message that tricks users into revealing credentials; signs include urgency, spelling errors, mismatched links, and unknown senders.

A strong password is long (12+ characters), mixes cases, digits, and symbols, is unique per account, and is never shared; a password manager helps.

Two-factor authentication adds a second proof (OTP, authenticator app) so a stolen password alone cannot grant access.

Firewall filters network traffic; antivirus scans files for known threats; both should be updated regularly, and signatures alone are not enough.

Backup rule 3-2-1: keep 3 copies, on 2 different media, with 1 stored off-site; test restores, not just backups.

Cyber ethics: do not access others' accounts, do not copy or share pirated software, credit sources, and never post someone's personal data without consent.

Personal data protection: collect only what is needed, use it only for the stated purpose, and report a suspected breach immediately.

SLA (Service Level Agreement) defines measurable service targets such as response time, resolution time, and uptime.

Common BPO metrics: AHT (average handling time), TAT (turnaround time), first-call resolution, shrinkage (planned plus unplanned absence), and CSAT (customer satisfaction score).

Quality is checked by sampling calls or transactions against a checklist; the score is expressed as a quality percentage.

Escalation matrix: level 1 (agent) → level 2 (senior/team lead) → level 3 (specialist/manager); each level has a defined trigger and time limit.

SOP (Standard Operating Procedure) is a written step-by-step instruction for a task so that results are consistent across staff.

Data privacy in operations: verify the caller's identity before sharing any account detail, and never read full card or ID numbers aloud.

Attrition and absenteeism are tracked as percentages of headcount; high shrinkage reduces available service capacity.

Shift work in international BPO follows client time zones, so night shifts and 24x7 rosters are normal; handover notes keep continuity between shifts.

The communication cycle: sender → encoding → message → channel → decoding → receiver → feedback; noise is any interference at any stage.

Active listening means full attention, no interruption, paraphrasing to confirm, and asking clarifying questions.

Voice quality on calls: moderate pace, clear pronunciation, audible volume, and a friendly tone; avoid filler words and jargon.

Three-step complaint handling: acknowledge and empathise, take ownership and act, confirm resolution and thank the customer.

Types of customers: angry, impatient, talkative, silent, and non-native speakers; each needs a different pace and level of confirmation.

Telephone etiquette: answer within three rings, greet with name and organisation, ask permission before holding, and thank before ending.

Non-verbal signals (posture, eye contact, facial expression) carry much of the message in face-to-face service.

Empathy statements ('I understand how frustrating that is') lower tension; blaming the customer or the company increases it.

An entrepreneur identifies an opportunity, takes risk, and organises resources; an intrapreneur does the same inside an existing organisation.

Business plan sections: idea and value proposition, market and customer, competition, operations, marketing, finance, and risk.

Startup costs are one-time (equipment, registration); operating costs recur (rent, salaries, internet); break-even is where revenue equals total cost.

Fixed costs do not change with output (rent); variable costs change with output (raw material, per-unit delivery).

Profit = total revenue − total cost; a simple cash-flow check compares money in and money out for the same period.

Employability skills: punctuality, teamwork, problem solving, digital literacy, willingness to learn, and clear communication.

A CV includes contact details, objective, education, skills, and experience; a cover letter explains why you fit that specific job.

Interview basics: research the employer, prepare examples of your work, dress appropriately, arrive early, and ask one or two questions.

Lab safety: no food or drink near equipment, keep liquids away from power, shut down properly, and report damaged cables instead of using them.

Before starting a lab task, confirm the objective, the tools required, and the expected output; record the steps as you go.

File naming convention for submissions: name_role_date_version, e.g. project_datacollection_2025_v1.xlsx.

A project report typically contains title, objective, tools used, procedure, observations/data, results, conclusion, and references.

Spreadsheet lab checks: formulas recalculate correctly, absolute references are used where needed, and charts have titles and axis labels.

Document lab checks: consistent fonts and headings, page numbers in the footer, and a printed preview that matches the required layout.

Presentation lab checks: readable font size, few words per slide, consistent theme, and a brief live demonstration of the file.

Always keep a backup copy of project files and submit the correct format (PDF for fixed layout, original file when editing is required).