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Course Information

Certified Service Desk Support Technician Course Outline

This technical course has been designed to help delegates understand how to become a Service Desk Support Technician and learn the vital techniques to fulfil this role.

The following subjects will be taught during this course:

Module 1: Role of Service Desk Support Technician

  • What is a Service Desk Support Technician?
  • Day-to-Day Tasks
  • Required Skills
  • Problem Management
  • General Responsibilities
  • Roles and Responsibilities
  • Service Desk Responsibilities
  • What are Key Performance Indicators?
  • KPIs for the Service Desk
  • 7 C’s of Customer Service

Module 2: Service Desk Support Terminology

  • Service Desk
  • Service Catalogue
  • Asset Management
  • IT Service Management
  • Call Ticket
  • Call Tracking
  • Incident Data
  • Remote Control System
  • Client
  • End User
  • Escalation
  • Intranet
  • Local Area Network (LAN)
  • Voice-Over-Internet Protocol (VoIP)
  • Customer Relationship Management
  • Benefits of CRM

Module 3: Recording, Updating, and Documenting Requests

  • What is a Service Request?
  • Incident Requests
  • Service Requests
  • Most Common Requests
  • What is a Ticket Management System?
  • Using a Ticket Management System
  • Request Fulfilment
  • Service Request Fulfilment Process
  • Documentation of Processes

Module 4: Resolve IT Related Incidents

  • Incident Response
  • Incident Management
  • Internal Communication
  • Handling Users

Module 5: Creating User Accounts and Resetting Passwords

  • Users
  • Permissions
  • Passwords
  • Secure Passwords
  • Resetting Passwords

Module 6: Upgrading Different Types of Software

  • Upgrading and Updating Software
  • Types of System Software
    • Operating System
    • Device Driver
    • Firmware
    • Utilities
  • Importance of Updating Software
  • Software Upgrades
  • Choosing Secure Software
  • Benefits of a Software Upgrade
  • Disadvantages of a Software Upgrade
  • Risks of Not Performing a Software Upgrade

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Who should attend this Helpdesk Training Course?

This IT support training course is for:

  • Anyone looking to become a Service Desk Technician
  • Anyone who wants to improve their IT Service Skills
  • Wants to work on the line of IT Support
  • Anyone who delivers internal IT support
  • Anyone who delivers external IT support


There are no prerequisites for this Service Desk training course.

Certified Service Desk Support Technician Course Overview

The Service Desk is the most vital area of contact for IT related incidents and requests. The fundamental requirement of the Service Support Technician is to deliver support to staff by using this system. Other skills that Service Desk Technicians need to have are accurately recording and updating requests and installing and configuring IT equipment.

Communication is vital for a Service Desk Technician as they must interact with technical and non-technical individuals. This service desk course will help you to learn all of these skills which will give you the confidence to become a professional IT Support Technician.

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What's included in this Helpdesk Training Course?

  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor
  • Refreshments

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Certified Service Desk Support Technician FAQs


Please arrive at the venue at 8:45am.
there are no prerequisites for this course
We can provide support via phone & email prior to attending, during and after the course.
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 2 days
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
The price for Certified Service Desk Support Technician certification in Australia starts from AUD2295
The Knowledge Academy is the Leading global training provider for Certified Service Desk Support Technician.

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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