Help Desk Technician / IT Support

This training defines the role and scope of a help desk technician. Participants learn to welcome a user, ask the right questions, qualify an incident and fill out a clear ticket form.
The course covers common faults on a Windows workstation, including slowdowns, crashes, updates and drivers, as well as simple issues with cabling, Wi-Fi, IP address, DNS, proxy and Internet access. It includes support for Word, Excel, Outlook or equivalent tools, and printer troubleshooting.
Hands-on practice is based on role-playing exercises, test workstations, network equipment, printers and a ticketing tool. Incidents are created, prioritized, tracked and closed through to documenting the solution, with a reminder of password rules, updates and vigilance against phishing.

• Understand the role and scope of a help desk technician in an SME or mid-sized company.
• Welcome a user, ask the right questions and qualify an incident.
• Handle common faults on a Windows workstation.
• Diagnose basic issues related to the network and Internet access.
• Assist users with the main office applications.
• Install, configure and troubleshoot a local or network printer.
• Use a ticketing tool to create, track, prioritize and close incidents.
• Document interventions and apply good communication practices.
• Comply with essential security rules related to passwords, updates and phishing.

• Beginner IT technicians and engineers.
• Entry-level support or help desk technicians.

Know how to use Windows and understand the network concepts of IP, subnet mask, gateway and ping testing.