Information Technology (IT)beginner
IT Help Desk and Technical Support Fundamentals
A practical introduction to IT help desk and technical support work, covering troubleshooting methodology, customer service, ticketing systems, hardware and software support, networking basics, remote support tools and career paths into IT. Completion certifies course training, not a vendor certification.
9h13 lessonsCertificate included
$242.00
Enroll now- Rich lessons, games & a final exam
- Lifetime access to course content
- Verifiable certificate (valid 24 months)
What you'll learn
- Apply a structured troubleshooting methodology to resolve technical issues
- Communicate effectively and professionally with frustrated or non-technical users
- Use ticketing systems to document, prioritize and escalate support requests
- Diagnose and resolve common hardware, software and connectivity problems
- Understand help desk tiers, SLAs and career progression paths in IT support
Syllabus
1. The Role of IT Help Desk and Technical Support · 1 lessons
- Read: The Role of IT Help Desk and Technical Support7 min
2. Troubleshooting Methodology · 1 lessons
- Read: Troubleshooting Methodology7 min
3. Customer Service and Communication Skills · 1 lessons
- Read: Customer Service and Communication Skills7 min
4. Ticketing Systems and Documentation · 1 lessons
- Read: Ticketing Systems and Documentation7 min
5. Service Level Agreements and Help Desk Tiers · 1 lessons
- Read: Service Level Agreements and Help Desk Tiers7 min
6. Operating Systems Support Fundamentals · 1 lessons
- Read: Operating Systems Support Fundamentals7 min
7. Hardware Troubleshooting Basics · 1 lessons
- Read: Hardware Troubleshooting Basics7 min
8. Software and Application Support · 1 lessons
- Read: Software and Application Support7 min
9. Networking and Connectivity Support · 1 lessons
- Read: Networking and Connectivity Support7 min
10. Remote Support Tools and Techniques · 1 lessons
- Read: Remote Support Tools and Techniques7 min
11. Building a Career in IT Support · 1 lessons
- Read: Building a Career in IT Support7 min
12. Security Awareness for Help Desk Technicians · 1 lessons
- Read: Security Awareness for Help Desk Technicians7 min
13. Final exam · 1 lessons
- Final exam (25 questions)25 min