Learn Technical Support and Help Desk Skills

Packt via Coursera

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Details

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Provider

Coursera
Pricing

Paid Course
Languages

English
Certificate

Certificate Available
Effort

8 weeks, 1 hour a week
Sessions

Self-Paced
Level

Beginner
Subtitles

English

Found in

Technical Support Courses

Overview

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In this course, you'll gain essential IT support and help desk skills through real-world examples. Learn to troubleshoot common technical issues, from operating system problems to network and security challenges, and get hands-on experience with key tools used in IT support. This course provides hands-on training in IT support and help desk skills. You’ll learn how to troubleshoot common technical issues across identity management, operating systems, networks, hardware, and security. Through real-world examples, you'll practice solving problems like joining devices to a domain, resetting passwords, fixing BSOD errors, resolving network and printer issues, and managing Office 365 MFA setups. The course also covers workstation hardware troubleshooting, from display and sound issues to disk space problems. You’ll tackle security concerns such as malware infections and phishing emails. Learn to use essential IT support tools like ticketing systems, documentation platforms, and remote management tools. Additionally, gain experience in sysadmin tasks such as user creation, security group setup, DNS management, and virtual machine creation. By the end of the course, you’ll be equipped with the skills and confidence to handle a variety of IT support challenges in any help desk or technical support role. This course is perfect for individuals looking to start a career in IT support or help desk roles. It’s ideal for beginners in the IT field or professionals who want to sharpen their troubleshooting skills. Anyone interested in gaining hands-on experience with real-world examples of IT support and technical troubleshooting will find this course beneficial. The course uses a practical, hands-on approach to learning, guiding you through common technical support scenarios with real-world examples. Each section is designed to give you step-by-step instructions, making complex IT problems easy to understand and solve. By applying the knowledge gained in each module, you’ll be able to solve issues in your own IT support role. This course is based on Learn Technical Support and Help Desk Skills with Real Examples, by Dan Mill. This course is licensed and distributed by Packt. All rights reserved. Packt is one of the world's most prolific publishers of cutting-edge technical content. For over two decades we've made it our mission to curate and publish the knowledge of only the very best technical experts. We focus on real-world courses that help our customers get the job done, with coverage that extends across a wide range of established and cutting-edge technical topics. If you're an individual or an organisation that embraces learning by doing, Packt is the perfect fit for you.

Syllabus

Introduction
- This module introduces learners to the fundamentals of technical support, including course expectations, practical example usage, IT help desk roles, and structured troubleshooting methodologies. It provides a foundation for understanding the technical support field and developing essential problem-solving skills.
Identity and Access Troubleshooting
- This module equips learners with critical skills for troubleshooting user identity and access issues in IT environments. It covers joining devices to domains, resolving account and password problems, and managing file access and cloud services. Learners will gain hands-on knowledge in securing user access and maintaining system integrity.
Operating System Issues
- This module provides hands-on guidance on installing and troubleshooting Windows operating systems. Learners will gain practical skills in resolving common software and system issues, including application installation failures, Group Policy problems, and network-related errors like BSOD and DNS cache issues.
Network Troubleshooting
- This module covers essential troubleshooting techniques for common network and IT support issues, including slow internet, printer problems, and IP address management. Learners will gain practical skills to diagnose and resolve connectivity challenges in various environments. It also includes a knowledge check to reinforce key concepts.
Workstation Hardware
- This module provides learners with the skills to diagnose and resolve common hardware and software issues in IT environments. It covers troubleshooting techniques for display, sound, performance, and disk space problems, as well as using emulators for unfamiliar operating systems. Learners will gain practical knowledge to effectively support and maintain workstations.
Security Troubleshooting
- This module provides learners with essential skills in identifying and resolving common security issues, including malware removal, compliance checks, phishing detection, and password management. It focuses on practical strategies to maintain system security and user safety in a digital environment.
Tools of the Help Desk
- This module covers essential tools and practices used in IT help desk operations, including ticketing systems, remote support tools, documentation systems, and effective troubleshooting techniques. Learners will gain practical knowledge on how to manage support requests, communicate clearly, and use technology to provide efficient IT assistance.
Sysadmin Tasks
- This module equips learners with essential sysadmin skills, including automating user creation, configuring security groups, troubleshooting account issues, auditing user rights, performing NAS health checks, modifying DNS, and creating virtual machines. It emphasizes practical strategies to maintain secure, efficient, and reliable IT environments.