This three day QA authored course is designed primarily for those who are starting out in the IT support career. Working on a help desk or service desk, this course will provide a strong foundation for what employees need to understand from both a process and technical viewpoint across both on premise and cloud based solutions. The technical elements are based on Windows 11, Server 2022, and Microsoft cloud solutions.

This course is also applicable to learners using earlier operating systems.

Prerequisites

This is an entry level course so no pre-requisites other than being familiar generally with the Windows operating system and experience of a help desk or service desk environment. There will be opportunities for learners to practise what they are learning and they will be encouraged to get involved with discussions and sharing their own experiences. They will also be regularly asked to consider, in certain scenarios what information should be gathered to aid them in the early steps of troubleshooting.

Target Audience

This course is intended for those starting out in IT working on a help desk or service desk in a primarily Microsoft environment.

For corporate groups, we can organize this training as an on-site private group.

What You Will Learn

Become familiar with service management as far as it concerns a help desk
Understand the components in a modern IT environment
Look at troubleshooting methods and tools
Understand the basics of networking
Understand on premise and cloud based users, groups and resource access
Understand on premise and cloud based device administration
Understand essential security guidelines for IT

Training Outline

Module 1 Overview of Service Management for help desk

This module introduces concept of Service Management and the elements relevant to the help desk.

What is Service Management?
What is the purpose of a help desk?
Service Management for help desk.
Exercise - Logging calls

Module 2 Overview of the modern IT environment

Here, learners will be asked to think about their own IT environment, and to have a birds eye view of what is under control of IT. They will consider:

Hardware
Software
Network Infrastructure
Data Storage and Management
Security Measures
Backup and Disaster Recovery
Cloud Computing
Role Based Access Control concepts

There is no exercise for this module, instead a number of discussions around understanding the learners own infrastructure.

Module 3 Tools for troubleshooting and support

Troubleshooting steps
Troubleshooting tools – Windows
Troubleshooting tools – Other operating systems
Remote Tools
Exercise: Using troubleshooting tools

Module 4 Basics of networking for a help desk

Understanding client networking and settings
Understanding client networking
Understanding name resolution
Exercise: Troubleshooting networking issues and name resolution

Module 5 Understanding user and group administration for a help desk

Introduction to users and groups
User and group account creation
Managing user accounts
Managing access to resources
Recognising sign in issues
Exercise Creating and managing users, groups and access to resources

Module 6 Understanding device management for a help desk

Overview of devices managed by a help desk
Understanding Group Policy and how to troubleshoot
Understanding Intune device management and how to troubleshoot
Exercise: Device Administration

Module 7 Security in the help desk

Why is this so important for the helpdesk?
What are the types of attack?
What are the standards?
How does this affect the helpdesk?
Configuring Security in Windows
Overview of Microsoft 365 security and compliance
Exercise: Reviewing security features for on premises and cloud

Why Choose Us

Leading UK-based global training provider since 1995.

Experience Help Desk Essentials through Bilginç IT Academy's live and interactive virtual classroom environment. Join a Public course as an individual delegate or arrange a dedicated Private / In-house online training program exclusively for your organization.

Delivery Method: Online Instructor-Led
Participation Model: Public / Private (In-house)
Live and Interactive Training: Connect with your instructor in real time and actively participate through discussions, Q&A sessions, practical exercises, and group activities.
Flexible Participation: Join the training from your home, office, or any location with a suitable internet connection.
Expert Trainer Network: Learn from experienced trainers with strong industry backgrounds and practical field expertise.
Over 30 Years of Training Expertise: Benefit from Bilginç IT Academy's professional training experience since 1995.
Worldwide Access: Join our live virtual classrooms from anywhere in the world or arrange a dedicated online training program for your organization.

Experience Help Desk Essentials in a professional face-to-face classroom environment. Classroom Based training can be delivered as a Public course open to individual delegates or as a dedicated Private / In-house class exclusively for your organization.

Delivery Method: Classroom Based
Participation Model: Public / Private (In-house)
Face-to-Face Learning: Interact directly with your instructor and fellow delegates in an engaging classroom environment.
Experienced Trainers: Learn from specialists with extensive industry experience and practical real-world knowledge.
Professional Training Environment: Attend training in comfortable, well-equipped classrooms designed to support effective learning.
Practical Learning: Depending on the course, reinforce your knowledge through hands-on exercises, scenarios, case studies, and instructor-led activities.

Arrange Help Desk Essentials as a dedicated Onsite training program for your organization. Bilginç IT Academy trainers can deliver the training at your office or another location of your choice, with the program planned around your team's requirements and business objectives.

Delivery Method: Onsite
Participation Model: Private (In-house)
Training at Your Preferred Location: Organize the training at your company's office or another location selected by your organization.
Tailored Course Content: Adapt the training program to your projects, team structure, existing skill levels, and specific business requirements.
Team-Focused Learning: Develop your team around a shared knowledge base while strengthening internal collaboration and knowledge transfer.
Flexible Scheduling: Plan the training dates, location, and program according to your organization's operational requirements.
Worldwide Onsite Delivery: Bilginç IT Academy trainers can travel internationally to deliver dedicated training programs at your preferred location.

Help Desk Essentials Training

Prerequisites

Target Audience

What You Will Learn

Training Outline

Why Choose Us