4 Sections
12 Lessons
4 Weeks
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How a Help Desk Works
4 Items
Roles, tickets and the support process
1.1
What Help Desk Technicians Really Do
20 Minutes
1.2
Tickets, Priorities and SLAs
25 Minutes
1.3
The Troubleshooting Method
25 Minutes
1.4
Section 1 Quiz: How a Help Desk Works
10 Minutes
5 Questions
Windows and User Account Support
4 Items
The issues you will solve every day
2.1
Windows Essentials for Support
30 Minutes
2.2
Passwords, Accounts and MFA
25 Minutes
2.3
Printers, Email and Common Office Apps
25 Minutes
2.4
Section 2 Quiz: Windows and Accounts
10 Minutes
5 Questions
Network Troubleshooting for Support
4 Items
Connectivity problems step by step
3.1
Network Basics Every Technician Needs
30 Minutes
3.2
Fixing “No Internet” Step by Step
25 Minutes
3.3
Escalation, Documentation and Knowledge Bases
20 Minutes
3.4
Section 3 Quiz: Networks
10 Minutes
5 Questions
Customer Service and Your Career
4 Items
Communication skills and next steps
4.1
Communicating With Frustrated Users
20 Minutes
4.2
Remote Support and Security Awareness
20 Minutes
4.3
Your Path From Help Desk to IT Career
20 Minutes
4.4
Section 4 Quiz: Communication and Career
10 Minutes
5 Questions
IT Help Desk & Technical Support Professional
Curriculum
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