IT Help Desk Essentials Online Course

IT Help Desk Essentials Online Course

This course equips you with everything needed to succeed as a Help Desk agent, covering essential tools and concepts like ServiceNow, ITSM processes, HR systems, hardware, and software. Designed to match the latest industry demands, it’s perfect for anyone looking to break into technical support—whether you have prior experience or not. With the IT field growing rapidly, this course prepares you with practical, job-ready skills and the confidence to excel in junior Help Desk interviews and kickstart your IT career.

Who should take this course?

This course is ideal for beginners, career changers, and entry-level IT professionals seeking practical skills to support, troubleshoot, and manage IT systems effectively.

What you will learn

• Learn everything there is to know about outsourcing
• Learn about the necessary hardware
• Learn about the various software tools that are used
• Learn how to use ServiceNow s ITSM processes
• Prepare for the next round of HR questions
• Boost your self-assurance ahead of your next Help Desk agent interview

Course Outline

Introduction

• Introduction
• Agenda
• Meet and Greet
• Outsourcing
• A Day in the Life of a Help Desk Agent

Tools

• Hardware
• Software

ServiceNow + ITSM Processes Applied in ServiceNow)

• Introduction
• Hands-on ServiceNow Instance
• User Interface
• Configure the Banner
• Incident Management
• Service Request Management
• Knowledge Management
• Service Level Management

HR Ready

• HR Ready - IT Help Desk Interview