IT Support: Helpdesk & Service Desk Mastery

A comprehensive IT Support course focused on Helpdesk and Service Desk roles. Learn the foundations of IT Support, hardware and operating system troubleshooting (Windows, macOS, mobile), networking fundamentals (IP, DHCP, DNS, Wi-Fi, VPN, firewalls), Active Directory and identity management, Microsoft 365 administration, ITSM tools (ServiceNow, Jira), ITIL framework, and career progression paths. 30 lessons, 180 slides, 150 quiz questions, 12 hours of content. Designed for beginners entering IT and helpdesk professionals seeking to advance to system administration, networking, cloud engineering, or cybersecurity roles.

Modules

Lessons

12.0h

Duration

Points

Earned

🖥️

2 pts = €2

One-time unlock · Lifetime access

Get Started Free Sign In

✅ 30 video lessons

✅ Interactive quizzes

✅ Completion certificate

✅ Lifetime access

✅ EU-registered credential

Course Curriculum

01 Foundations of IT Support 5 lessons ▶

▶ What is IT Support? Roles and Career Paths FREE Start

◼ Service Desk, Helpdesk, and Field Support Explained ⭐ 5 🔒

◼ Tier 1, Tier 2, and Tier 3 Support ⭐ 5 🔒

◼ Communication and Soft Skills Foundations ⭐ 5 🔒

◼ The User-First Mindset ⭐ 5 🔒

02 Hardware & OS Fundamentals 5 lessons ▶

◼ PC Components and Basic Hardware Troubleshooting ⭐ 5 🔒

◼ Windows Fundamentals for Support ⭐ 5 🔒

◼ macOS Basics for IT Support ⭐ 5 🔒

◼ Mobile Device Support: iOS and Android ⭐ 5 🔒

◼ Printers, Monitors, and Peripheral Support ⭐ 5 🔒

03 Networking for Helpdesk 5 lessons ▶

◼ IP Addresses, DHCP, and DNS Basics ⭐ 5 🔒

◼ Wi-Fi and Wireless Troubleshooting ⭐ 5 🔒

◼ VPN and Remote Access Support ⭐ 5 🔒

◼ Common Network Issues and Diagnostics ⭐ 5 🔒

◼ Firewalls and Network Ports Basics ⭐ 5 🔒

04 Active Directory & Identity 5 lessons ▶

◼ Active Directory Fundamentals ⭐ 5 🔒

◼ User Account Creation and Management ⭐ 5 🔒

◼ Password Resets and MFA Support ⭐ 5 🔒

◼ Group Policy Basics for Support ⭐ 5 🔒

◼ Microsoft 365 Administration Basics ⭐ 5 🔒

05 Service Desk Tools & Workflows 5 lessons ▶

◼ Ticketing Systems: ServiceNow, Jira, Zendesk ⭐ 5 🔒

◼ ITIL Fundamentals for Support ⭐ 5 🔒

◼ Incident, Problem, and Change Management ⭐ 5 🔒

◼ SLAs and Escalation Management ⭐ 5 🔒

◼ Knowledge Base and Documentation ⭐ 5 🔒

06 Communication & Career Growth 5 lessons ▶

◼ Phone, Chat, and Email Support Skills ⭐ 5 🔒

◼ Handling Difficult Users and De-escalation ⭐ 5 🔒

◼ Remote Support Tools ⭐ 5 🔒

◼ Documentation and Reporting ⭐ 5 🔒

◼ From Helpdesk to Next Role - Career Paths ⭐ 5 🔒