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Free courseTechnology & IT

IT Support Basics: Your First Help Desk Ticket

Follow one request from ticket to fix and learn how an IT help desk works. Five short lessons and a quiz, with a certificate of completion.

60minutes
5lessons
1final quiz
Freecertificate of completion

What you’ll be able to do

  • Explain what an IT help desk does and how tickets, priorities and tiers work
  • Use a repeatable troubleshooting method from first question to documented fix
  • Work through common problems: locked accounts, no internet, slow computers and printers
  • Write a ticket summary, step notes and resolution that another technician can follow
  • Explain technical problems to users in plain language and keep them updated
  • Verify identity, handle a phishing report and respect privacy as a support technician

Curriculum

01

Course lessons

5 lessons · module quiz
  1. 01What a help desk does and how tickets workLesson
  2. 02Asking the right questions and troubleshooting step by stepLesson
  3. 03Fixing the most common problemsLesson
  4. 04Writing tickets and talking to usersLesson
  5. 05Security, privacy and where to go nextLesson
  6. 06QUIZIT Support Basics: final quizQuiz