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Certified IT 1, 2 & 3 Line Support Technician - United Kingdom

Key points about this course


Duration: 2 Days*

Support: 24/7

Dates & Prices Enquire
  • Gain an overview of how IT Support functions, from changing passwords to managing servers.
  • Certified IT 1, 2, & 3 Line Support Technician course includes course materials.
  • This 2 day course will allow delegates to receive detailed tuition from our trainers.

Available delivery methods for this course

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Online Instructor-Led

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Online Self-Paced

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Onsite

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Classroom

Limited Budget?

We understand that people may have limited budgets.

  • To help and support our clients we will provide limited number of 250 daily discount codes.
  • Hurry first come, first served!
  • If you miss out, enquire to get yourself on the waiting list for the next day!

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Why Home Virtual is great

With an incredibly easy to use interface, our chosen platform has been designed to make learning online simple and enjoyable. It’s amazing video & audio quality means you won’t miss a thing.

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Works on all devices

Attend on whichever device works best for you.
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Recording & transcripts

Revisit what you’ve learnt at any time.
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See your trainer’s screen

Your instructor can share their screen at any time to demonstrate what they’re teaching.
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Share documents

You can share documents with the trainer and your trainer can share with you.
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Virtual whiteboard

Trainers can draw on and share their whiteboard with the class at any time.
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Key points about this course


Duration: 2 Days*

Support: 24/7

View dates & prices

Find out more

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01344 203999

Certified IT 1, 2 & 3 Line Support Technician Dates & Prices

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Nottingham
Thu 13th Aug 2020
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£1995
Thu 13th Aug 2020
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Was: £1995
Now: £1495
London
Thu 13th Aug 2020
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£1995
Thu 20th Aug 2020
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Was: £1995
Now: £1495
Milton Keynes
Thu 20th Aug 2020
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£1995
Thu 27th Aug 2020
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Was: £1995
Now: £1495
Liverpool
Thu 27th Aug 2020
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£1995
Bristol
Thu 3rd Sep 2020
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£1995
Thu 3rd Sep 2020
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Was: £1995
Now: £1495
Birmingham
Thu 10th Sep 2020
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£1995
Cambridge
Thu 10th Sep 2020
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£1995
Thu 10th Sep 2020
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Was: £1995
Now: £1495
Brighton
Thu 17th Sep 2020
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£1995
Aberdeen
Thu 17th Sep 2020
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£1995
Thu 17th Sep 2020
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Was: £1995
Now: £1495
Dublin
Thu 24th Sep 2020
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€1995
Thu 24th Sep 2020
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Was: £1995
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Edinburgh
Thu 24th Sep 2020
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Thu 1st Oct 2020
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Reading
Thu 1st Oct 2020
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Thu 8th Oct 2020
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London
Thu 8th Oct 2020
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Belfast
Thu 8th Oct 2020
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Maidstone
Thu 15th Oct 2020
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Manchester
Thu 15th Oct 2020
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£1995
Thu 15th Oct 2020
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Was: £1995
Now: £1495
Glasgow
Thu 22nd Oct 2020
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£1995
Thu 22nd Oct 2020
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Was: £1995
Now: £1495
Sheffield
Thu 22nd Oct 2020
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£1995
Thu 29th Oct 2020
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Leeds
Thu 29th Oct 2020
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£1995
Thu 5th Nov 2020
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Birmingham
Thu 5th Nov 2020
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£1995
London
Thu 12th Nov 2020
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£1995
Norwich
Thu 12th Nov 2020
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£1995
Thu 12th Nov 2020
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Was: £1995
Now: £1495
Newcastle
Thu 19th Nov 2020
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£1995
Thu 19th Nov 2020
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Was: £1995
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Thu 26th Nov 2020
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Edinburgh
Thu 26th Nov 2020
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£1995
Thu 3rd Dec 2020
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Was: £1995
Now: £1495
Manchester
Thu 3rd Dec 2020
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£1995
Southampton
Thu 3rd Dec 2020
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£1995
Milton Keynes
Thu 10th Dec 2020
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£1995
Cardiff
Thu 10th Dec 2020
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£1995
Thu 10th Dec 2020
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Was: £1995
Now: £1495
Liverpool
Thu 17th Dec 2020
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£1995
Thu 17th Dec 2020
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Was: £1995
Now: £1495
Bristol
Thu 17th Dec 2020
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Thu 7th Jan 2021
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Brighton
Thu 7th Jan 2021
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London
Thu 14th Jan 2021
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£1995
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Thu 14th Jan 2021
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£1995
Nottingham
Thu 21st Jan 2021
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£1995
Manchester
Thu 21st Jan 2021
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£1995
Reading
Thu 28th Jan 2021
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£1995
Aberdeen
Thu 28th Jan 2021
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£1995
Belfast
Thu 4th Feb 2021
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£1995
Birmingham
Thu 4th Feb 2021
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£1995
Cambridge
Thu 11th Feb 2021
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£1995
London
Thu 11th Feb 2021
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£1995
Manchester
Thu 18th Feb 2021
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£1995
Maidstone
Thu 18th Feb 2021
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£1995
Milton Keynes
Thu 25th Feb 2021
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£1995
Glasgow
Thu 4th Mar 2021
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£1995
Newcastle
Thu 4th Mar 2021
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£1995
Bristol
Thu 11th Mar 2021
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£1995
Aberdeen
Thu 11th Mar 2021
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£1995
Norwich
Thu 18th Mar 2021
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£1995
Birmingham
Thu 18th Mar 2021
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£1995
London
Thu 25th Mar 2021
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£1995
Liverpool
Thu 25th Mar 2021
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£1995
Sheffield
Thu 8th Apr 2021
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£1995
Southampton
Thu 8th Apr 2021
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£1995
Edinburgh
Thu 15th Apr 2021
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£1995
Dublin
Thu 15th Apr 2021
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€1995
Manchester
Thu 22nd Apr 2021
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£1995
Cardiff
Thu 22nd Apr 2021
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£1995
Brighton
Thu 29th Apr 2021
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£1995
Reading
Thu 29th Apr 2021
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£1995
Cambridge
Thu 6th May 2021
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£1995
Birmingham
Thu 6th May 2021
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£1995
Glasgow
Thu 13th May 2021
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£1995
Nottingham
Thu 13th May 2021
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£1995
Liverpool
Thu 20th May 2021
Places available
£1995
Leeds
Thu 20th May 2021
Places available
£1995
Newcastle
Thu 27th May 2021
Places available
£1995
London
Thu 27th May 2021
Places available
£1995
Norwich
Thu 3rd Jun 2021
Places available
£1995
Edinburgh
Thu 3rd Jun 2021
Places available
£1995
Bristol
Thu 10th Jun 2021
Places available
£1995
Sheffield
Thu 10th Jun 2021
Places available
£1995
Southampton
Thu 17th Jun 2021
Places available
£1995
Maidstone
Thu 17th Jun 2021
Places available
£1995
Milton Keynes
Thu 24th Jun 2021
Places available
£1995
Aberdeen
Thu 24th Jun 2021
Places available
£1995
Belfast
Thu 1st Jul 2021
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£1995
London
Thu 1st Jul 2021
Places available
£1995
Manchester
Thu 8th Jul 2021
Places available
£1995
Dublin
Thu 8th Jul 2021
Places available
€1995
Reading
Thu 15th Jul 2021
Places available
£1995
Norwich
Thu 22nd Jul 2021
Places available
£1995
Cardiff
Thu 22nd Jul 2021
Places available
£1995
Birmingham
Thu 29th Jul 2021
Places available
£1995
Cambridge
Thu 29th Jul 2021
Places available
£1995
Edinburgh
Thu 5th Aug 2021
Places available
£1995
Nottingham
Thu 5th Aug 2021
Places available
£1995
Brighton
Thu 12th Aug 2021
Places available
£1995
Glasgow
Thu 12th Aug 2021
Places available
£1995
Newcastle
Thu 19th Aug 2021
Places available
£1995
Milton Keynes
Thu 19th Aug 2021
Places available
£1995
Bristol
Thu 26th Aug 2021
Places available
£1995
Liverpool
Thu 26th Aug 2021
Places available
£1995
Manchester
Thu 2nd Sep 2021
Places available
£1995
Cardiff
Thu 2nd Sep 2021
Places available
£1995
London
Thu 9th Sep 2021
Places available
£1995
Dublin
Thu 9th Sep 2021
Places available
€1995
Leeds
Thu 16th Sep 2021
Places available
£1995
Sheffield
Thu 16th Sep 2021
Places available
£1995
Belfast
Thu 23rd Sep 2021
Places available
£1995
Birmingham
Thu 23rd Sep 2021
Places available
£1995
Reading
Thu 30th Sep 2021
Places available
£1995
Norwich
Thu 30th Sep 2021
Places available
£1995
Southampton
Thu 7th Oct 2021
Places available
£1995
Maidstone
Thu 7th Oct 2021
Places available
£1995
Newcastle
Thu 14th Oct 2021
Places available
£1995
Cambridge
Thu 14th Oct 2021
Places available
£1995
Liverpool
Thu 21st Oct 2021
Places available
£1995
Milton Keynes
Thu 21st Oct 2021
Places available
£1995
Edinburgh
Thu 28th Oct 2021
Places available
£1995
Cardiff
Thu 4th Nov 2021
Places available
£1995
Brighton
Thu 4th Nov 2021
Places available
£1995
London
Thu 11th Nov 2021
Places available
£1995
Aberdeen
Thu 18th Nov 2021
Places available
£1995
Bristol
Thu 18th Nov 2021
Places available
£1995
Manchester
Thu 25th Nov 2021
Places available
£1995
Nottingham
Thu 25th Nov 2021
Places available
£1995
Sheffield
Thu 2nd Dec 2021
Places available
£1995
Birmingham
Thu 2nd Dec 2021
Places available
£1995
Glasgow
Thu 9th Dec 2021
Places available
£1995
Leeds
Thu 16th Dec 2021
Places available
£1995
Maidstone
Thu 23rd Dec 2021
Places available
£1995
London
Thu 23rd Dec 2021
Places available
£1995
Dublin
Thu 30th Dec 2021
Places available
€1995
Belfast
Thu 30th Dec 2021
Places available
£1995

Complete the steps below to receive a quote or more information

How will you be funding your training?

Self funding

Company funding

Not sure

Limited Budget?

We understand that people may have limited budgets.

  • To help and support our clients we will provide limited number of 250 daily discount codes.
  • Hurry, they’re first come, first served!
  • If you miss out, enquire to get yourself on the waiting list for the next day!

  Enquire for daily discount code 125  Remaining (Live Counter)

Key points about this course


Duration: 2 Days*

Support: 24/7


Course Information

Certified IT 1, 2 & 3 Line Support Technician Training Overview

This 2-day Certified IT 1, 2, and 3 Line Support Technician course, delivered by our knowledgeable and experienced trainers, is designed to give delegates a basic understanding of how IT Support functions on multiple levels. The course covers the core elements of each level, aiming to help delegates understand how each level works and to which level they might be best suited.

Undertaking this 2-day course from The Knowledge Academy will allow you to understand the different lines of IT support, which can broadly be broken down into the following three sections: first-line, which is usually a phone and internet-based position and involves tackling password resets, troubleshooting, and other basic user problems; second-line support, which handles more advanced problems such as desktop issues and enabling or disabling user accounts; and third-line support, which manages servers and oversees an organisation’s IT infrastructure.

Gaining Certified IT 1, 2, and 3 Line Support Technician status, by successfully finishing this course and receiving our certificate of completion, will prove to employers that delegates are competent not just of basic first-line IT support but can also tackle the more advanced tasks of second- or third-line support. This course will, therefore, equip delegates to undertake a wide range of IT support tasks, which is especially useful for organisations wherein the line system is not used or there is significant overlap between the different lines of IT support.

Certified IT 1, 2 & 3 Line Support Technician Course Outline

This Certified IT 1, 2, and 2 Line Support Technician course explains the basic concepts of each of the three levels of support, giving delegates a full overview of how IT Support functions within an organisation. The topics covered include:

Introduction to Support

  • What is a Support Technician?
  • First-Line Support
  • Role and Responsibilities of a Service Desk
  • Second-Line Support
  • Third-Line Support
  • Defining Strategic Requirements
  • Developing a Strategic Role
  • Integrating the Service Desk

 

Useful Terminology and Concepts

 

Line 1: Dealing with Tickets

  • What is a Ticket Management System?
  • Using a Ticket Management System
  • Questions to Ask
  • Example: Resetting a Password
  • Continued Improvement
  • Effective Communication Skills

 

Line 2: User Accounts

  • Second-Line Support
  • User Accounts in Windows 10
  • User Accounts in macOS Sierra
  • User Accounts in Linux

 

Line 2: Installing, Upgrading, and Configuring Software

  • System Center Configuration Manager
  • SCCM Components
  • Creating a Simple Application
  • Deploying a Simple Application
  • Monitoring and Configuring Applications

 

Line 3: Working with Servers

  • Third-Line Support
  • Types of Server
  • Managing Servers
  • Layers of Infrastructure

Line 3: Resolving Server-Side Issues

 

Line 3: Server Security and SSL

  • Secure Shell Keys
  • Firewalls
  • SSL Certificates
  • SSL Case Study

 

Effective Management of Tools and Technology

  • Automated Call Distribution (ACI)
  • Computer Telephony Integration (CTI)

 

SDC (Service Development Cycle)

Who should attend this Helpdesk Training Course?

This IT Support course is suitable for all delegates with an interest in technology, those who currently work in internal or external IT-related roles, or those who want to increase their knowledge and capability in regards to the IT sector.

Prerequisites

There are no formal prerequisites for taking this course, meaning that anyone who is interested is welcome to attend.

Please arrive at the venue at 8:45am.
There are no prerequisites for this course
We are able to 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 IT 1, 2 & 3 Line Support Technician certification in the United Kingdom starts from £1795
The Knowledge Academy is the Leading global training provider in the world for Certified IT 1, 2 & 3 Line Support Technician.
Please see our Helpdesk Training courses available in the United Kingdom

What’s Included in this Helpdesk Training Course?

This training course features:

  • The Knowledge Academy’s Certified IT 1, 2, and 3 Line Support Technician courseware and materials
  • The knowledge of an experienced instructor
  • Certificate of Completion
  • Refreshments

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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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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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