This programme prepares learners to provide first-line technical support in enterprise, service desk, and customer-facing IT environments. It focuses on diagnosing and resolving common hardware, software, network, user access, and service request issues while applying professional communication, ticket documentation, escalation, and IT service management practices.

What Trainees Will Learn 

• Help desk and service desk operations, roles, workflows, and support channels
• Professional customer service, communication, empathy, and call-handling techniques
• Incident logging, ticket categorisation, prioritisation, escalation, and closure
• Hardware troubleshooting for desktops, laptops, peripherals, printers, and mobile devices
• Windows operating system installation, configuration, maintenance, and troubleshooting
• Basic networking, internet connectivity, Wi-Fi, IP addressing, and common network issues
• Microsoft 365, email, user account, password reset, and productivity application support
• Remote support tools, screen-sharing support, endpoint access, and remote troubleshooting etiquette
• Cybersecurity awareness, safe user practices, malware prevention, phishing awareness, and access control basics
• Knowledge base documentation, standard operating procedures, and continuous service improvement

Career Opportunities 

• Help Desk Technician
• Service Desk Analyst
• IT Support Officer
• Technical Support Representative
• Desktop Support Technician
• End-User Support Analyst
• Junior IT Support Specialist

Requirements for this Course

• Basic computer literacy
• Familiarity with Microsoft Windows and common office applications
• Basic internet, email, and file management skills
• Good verbal and written communication skills
• Patience, attention to detail, and willingness to support end users
• Ability to engage in independent learning and research
• Willingness to learn and participate in hands-on technical support exercises

Course Booking

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