IT Operations · Beginner → Expert
🧑💻 Service Desk and Remote Support Operations
Operate a professional service desk with intake, triage, remote support, diagnostics, ticket quality, escalation, knowledge, customer communication, security, and metrics.
Course roadmap
Pass each module exam to unlock the next module.
Module 1 · Beginner
Service Desk Roles, Support Tiers and Operating Models
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Module 2 · Beginner
Ticket Intake, Categorization and Prioritization
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Module 3 · Beginner
Impact, Urgency, Severity and SLA Handling
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Module 4 · Beginner
Remote Support Tools and Safe Session Practices
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Module 5 · Intermediate
Windows Desktop Troubleshooting Workflow
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Module 6 · Intermediate
macOS and Mobile Support Fundamentals
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Module 7 · Intermediate
Application, Browser and Productivity Suite Troubleshooting
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Module 8 · Intermediate
Identity, Password and Access Support
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Module 9 · Advanced
Network, Wi-Fi, DNS and Connectivity Troubleshooting
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Module 10 · Advanced
Printer, Peripheral and Hardware Support
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Module 11 · Advanced
Security Incidents, Suspicious Requests and Escalation
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Module 12 · Advanced
Ticket Notes, Evidence and Professional Documentation
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Module 13 · Advanced
Escalation, Handover and Cross-Team Collaboration
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Module 14 · Expert
Knowledge Articles, Known Errors and Self-Service
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Module 15 · Expert
User Communication, De-Escalation and Expectation Management
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Module 16 · Expert
Metrics, Quality Assurance and Continual Improvement
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Module 17 · Expert
Expert Capstone: Service Desk Simulation
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Certification gate
Final course exam
Pass mark: 80%. Time limit: 360 minutes. All module exams must be passed first.
Locked until modules are passed