Intro to IT Support & Helpdesk Basics

About This Certification

A professional certification programme delivered through LAPT-accredited centres worldwide.

Course Curriculum

6 subjects • 18 chapters • 72 classes

What IT Support Does

3 chapters • 65 marks • 8 hours

1 Meeting the World of IT Support 4 classes

1.1 What IT Support Means

1.2 Who Needs IT Help at Work

1.3 Everyday Tools of a Helpdesk

1.4 A Day in the Life of Support

2 Users, Devices and Systems 4 classes

2.1 Understanding Business Users and Their Needs

2.2 Computers, Phones and Printers at Work

2.3 Networks and Internet in Simple Words

2.4 Software, Apps and Accounts Explained

3 How Support Fits the Business 4 classes

3.1 Support Levels and Handing Over Issues

3.2 Why Fast Support Saves Money

3.3 Working Together in a Support Team

3.4 Service Promises and Response Times

Common Computer and Device Problems

3 chapters • 65 marks • 6 hours

1 Slow and Frozen Devices 4 classes

1.1 Why Computers Run Slowly

1.2 Restarting and Closing Stuck Programs

1.3 Freeing Up Storage Space

1.4 Updates and When to Install Them

2 Passwords and Account Access 4 classes

2.1 Forgotten Passwords and Safe Resets

2.2 Locked Accounts and Why They Happen

2.3 Checking the User Is Who They Say

2.4 Two-Step Sign-In Problems

3 Printers, Connections and Peripherals 4 classes

3.1 Fixing Common Printer Faults

3.2 Wi-Fi and Network Connection Checks

3.3 Mouse, Keyboard and Screen Issues

3.4 A Simple Step-by-Step Fault Finding Method

Logging a Ticket Properly

3 chapters • 65 marks • 7 hours

1 What a Support Ticket Is 4 classes

1.1 Purpose of a Ticketing System

1.2 Parts of a Good Ticket

1.3 Incidents, Requests and Questions

1.4 Ticket Life from Open to Closed

2 Capturing Clear Details 4 classes

2.1 Asking the Right Questions First

2.2 Writing a Clear Problem Summary

2.3 Recording Error Messages and Screenshots

2.4 Noting Contact Details Accurately

3 Priority and Follow-Up 4 classes

3.1 Setting Priority by Impact and Urgency

3.2 Updating Notes as Work Continues

3.3 Passing a Ticket to Another Team

3.4 Closing a Ticket with the User's Okay

Talking to Users Clearly and Kindly

3 chapters • 65 marks • 7 hours

1 Plain Language for Non-Technical People 4 classes

1.1 Replacing Jargon with Everyday Words

1.2 Giving Instructions One Step at a Time

1.3 Checking the User Has Understood

1.4 Explaining Delays Honestly

2 Listening and Empathy 4 classes

2.1 Active Listening on Support Calls

2.2 Staying Calm with Frustrated Users

2.3 Showing Care in Few Words

2.4 Saying No Politely When Needed

3 Calls, Chats and Emails 4 classes

3.1 Opening and Closing a Support Call

3.2 Writing Short Helpful Chat Replies

3.3 Writing Clear Support Emails

3.4 Practising a Full Support Conversation

Staying Safe Online at Work

3 chapters • 90 marks • 6 hours

1 Strong Password Habits 4 classes

1.1 What Makes a Password Strong

1.2 Using a Password Manager

1.3 Never Sharing or Reusing Passwords

1.4 Turning On Extra Sign-In Protection

2 Spotting Phishing and Scams 4 classes

2.1 How Phishing Emails Look

2.2 Suspicious Links and Attachments

2.3 Fake Calls and Text Messages

2.4 What to Do After Clicking by Mistake

3 Caring for Company Data 4 classes

3.1 Why Business Data Needs Protection

3.2 Locking Screens and Safe Workspaces

3.3 Using Public Wi-Fi and Personal Devices Safely

3.4 Reporting Security Worries Quickly

IT Support Careers and Next Steps

3 chapters • 90 marks • 6 hours

1 The Helpdesk Career Ladder 4 classes

1.1 Entry Roles in IT Support

1.2 Moving Up to Senior Support Roles

1.3 Paths into Networks and Security

1.4 Where Support Jobs Are Found

2 Skills Employers Look For 4 classes

2.1 Technical Skills to Build First

2.2 People Skills That Get You Hired

2.3 Building a Simple Support Portfolio

2.4 Preparing for a Helpdesk Interview

3 Your Learning Path Forward 4 classes

3.1 Reviewing What You Learned

3.2 Setting Personal Learning Goals

3.3 Introducing the Foundation Certificate

3.4 Practice Resources and Next Actions

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IT-ISM-W
440 total marks
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Intro to IT Support & Helpdesk Basics

About This Certification

Course Curriculum

Enrol through an accredited centre

Send Us An Enquiry

Intro to IT Support & Helpdesk Basics

About This Certification

Course Curriculum

Enrol through an accredited centre

Send Us An Enquiry

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