IT Support Specialist
Real help-desk skills: ticket management, hardware and Windows troubleshooting, user management and real-world support scenarios.
Level & requirements
Develop specialised, job-ready professional expertise.
- Required experience
- Solid working experience in the field; ready for specialised, job-ready work.
- Prerequisites
- None — you can start today.
- Career roles this supports
- ProfessionalSupport Specialist
IT Support Specialist is a professional, project-driven course designed for career-focused learners. Across 37 lessons in 10 modules you build hands-on skills, complete practical exercises, and finish a real project that is assessed against professional standards.
What you will learn
- Handle help-desk tickets professionally
- Resolve common hardware and Windows faults
- Manage users and accounts
- Provide remote support safely
Curriculum
Help Desk Fundamentals
The role of IT support · Service levels and expectations · Communication with users · SLAs and response
- Lessons are being published.
Ticket Management
What a ticket is · Prioritising requests · Categorisation and routing · Escalation
- Lessons are being published.
Hardware Troubleshooting
Peripherals that fail · Display and audio faults · Connectivity and cables · Lab: hardware fault scenarios
- Lessons are being published.
Windows Troubleshooting
Boot and login issues · Slow performance · Blue screens and errors · System restore and recovery
- Lessons are being published.
User Management
Creating and disabling users · Passwords and resets · Groups and permissions · Role-based access
- Lessons are being published.
Network Troubleshooting
No internet, no connectivity · DNS and DHCP checks · Wi-Fi problems · Lab: network fault scenarios
- Lessons are being published.
Remote Support
Remote tools · Secure remote access · Working with remote users
- Lessons are being published.
Security
Spotting phishing · Security awareness for users · Handling security incidents
- Lessons are being published.
IT Documentation
Knowledge base articles · Handover notes · Post-incident summaries
- Lessons are being published.
Incident Management
Incident vs request · Severity and impact · Communication during incidents · Post-incident review
- Lessons are being published.
Requirements
- No prior experience required
- A computer with internet access
- Commitment to the practical project