IT Help Desk Course

Lesson 1 • The Role of the Help Desk

Defines the help desk's purpose, position in IT, and value to the business. Establishes the professional context for all subsequent technical and soft-skill training.

Lesson 2 • Core IT Concepts for Support Agents

Introduces essential computing concepts agents must know to diagnose issues. Provides the technical vocabulary used throughout the course.

Lesson 3 • Professional Standards and Ethics

Covers confidentiality, data handling policies, and professional conduct expectations. Grounds agents in the ethical framework required for trusted IT support.

Lesson 1 • Reporting and Ticket Metrics

Introduces key metrics derived from ticket data and how to interpret basic reports. Connects data analysis to continuous service improvement.

Lesson 2 • Creating and Logging Tickets Accurately

Teaches proper ticket creation, including required fields, clear descriptions, and user details. Accurate logging is the foundation of measurable, auditable support.

Lesson 3 • Ticket Routing and Escalation

Covers rules for assigning tickets to the correct team or tier and when to escalate. Efficient routing reduces resolution time and prevents ticket stagnation.

Lesson 4 • Categorisation and Prioritisation

Explains how to classify tickets by type and assign priority levels based on impact and urgency. Proper prioritisation ensures critical issues receive timely attention.

Lesson 1 • Root Cause Analysis Basics

Introduces root cause analysis techniques to distinguish symptoms from underlying problems. Prevents recurring incidents by addressing the true source of failure.

Lesson 2 • Structured Troubleshooting Frameworks

Introduces proven step-by-step troubleshooting models used across the industry. Provides a consistent mental model agents apply to every support interaction.

Lesson 3 • Applying Troubleshooting to Common Scenarios

Applies the framework to frequent help desk scenarios such as login failures and slow performance. Bridges theory to practical, real-world problem resolution.

Lesson 1 • Operating System Installation and Configuration

Teaches OS installation, imaging, and initial configuration for end-user workstations. Prepares agents to set up and restore systems efficiently.

Lesson 2 • macOS and Mobile OS Basics

Introduces troubleshooting for macOS and common mobile operating systems in enterprise environments. Expands agent capability beyond Windows-only support.

Lesson 3 • Peripheral and Printer Support

Covers installation, configuration, and troubleshooting of printers and other peripherals. Peripheral issues are among the highest-volume help desk requests.

Lesson 4 • Windows OS Troubleshooting

Addresses common Windows errors, update failures, and system tools used for diagnosis. Windows remains the dominant enterprise OS, making this a core competency.

Lesson 1 • Diagnosing Connectivity Issues

Teaches step-by-step diagnosis of wired and wireless connectivity failures using built-in tools. Connects networking theory to practical resolution of common user complaints.

Lesson 2 • Email and Collaboration Tool Connectivity

Covers troubleshooting email client configuration, sync failures, and collaboration platform access. These are among the most frequent network-related help desk tickets.

Lesson 3 • Remote Access and VPN Support

Explains how remote access technologies work and how to troubleshoot common VPN and remote desktop failures. Critical for supporting hybrid and remote workforces.

Lesson 1 • Account Provisioning and Deprovisioning

Covers creating, modifying, and disabling accounts following organisational procedures. Proper provisioning and deprovisioning protect security and ensure compliance.

Lesson 2 • Directory Services and User Accounts

Introduces directory service concepts and how user accounts are structured and managed. Provides the foundation for all account provisioning and access tasks.

Lesson 3 • Permissions and Access Control

Explains file share permissions, group memberships, and the principle of least privilege. Agents learn to grant and revoke access without creating security gaps.

Lesson 1 • Security Incident Identification and Reporting

Teaches how to identify a security incident, document it accurately, and report it through proper channels. Timely, accurate reporting limits organisational damage.

Lesson 2 • Common Cybersecurity Threats

Identifies phishing, malware, ransomware, and social engineering tactics targeting end users. Agents who recognise threats early prevent escalation into major incidents.

Lesson 3 • Endpoint Security and Malware Removal

Covers antivirus tools, malware scanning, and safe remediation procedures for infected endpoints. Equips agents to contain threats before escalation to security teams.

Lesson 1 • Service Level Agreement Management

Explains SLA components, how to track compliance, and actions to take when SLAs are at risk. SLA management directly impacts customer satisfaction and contract obligations.

Lesson 2 • Continuous Service Improvement Practices

Covers frameworks and habits for ongoing service quality improvement at the team and individual level. Connects daily support work to long-term organisational excellence.

Lesson 3 • Knowledge Base Creation and Maintenance

Teaches how to write, structure, and maintain knowledge base articles for agent and user self-service. A strong knowledge base reduces ticket volume and resolution time.

Lesson 4 • Career Development in IT Support

Maps career pathways from Tier 1 support to advanced IT roles and certifications. Motivates agents to invest in professional growth beyond the help desk.