Overview
This three day QA authored course is designed primarily for those who are starting out in the IT support career. Working on a help desk or service desk, this course will provide a strong foundation for what employees need to understand from both a process and technical viewpoint across both on premise and cloud based solutions. The technical elements are based on Windows 11, Server 2022, and Microsoft cloud solutions.
This course is also applicable to learners using earlier operating systems.
Prerequisites
This is an entry level course so no pre-requisites other than being familiar generally with the Windows operating system and experience of a help desk or service desk environment. There will be opportunities for learners to practise what they are learning and they will be encouraged to get involved with discussions and sharing their own experiences. They will also be regularly asked to consider, in certain scenarios what information should be gathered to aid them in the early steps of troubleshooting.
Target Audience
This course is intended for those starting out in IT working on a help desk or service desk in a primarily Microsoft environment.
Delegates will learn how to
- Become familiar with service management as far as it concerns a help desk
- Understand the components in a modern IT environment
- Look at troubleshooting methods and tools
- Understand the basics of networking
- Understand on premise and cloud based users, groups and resource access
- Understand on premise and cloud based device administration
- Understand essential security guidelines for IT
Outline
Module 1 Overview of Service Management for help desk
This module introduces concept of Service Management and the elements relevant to the help desk.
- What is Service Management?
- What is the purpose of a help desk?
- Service Management for help desk.
- Exercise - Logging calls
Module 2 Overview of the modern IT environment
Here, learners will be asked to think about their own IT environment, and to have a birds eye view of what is under control of IT. They will consider:
- Hardware
- Software
- Network Infrastructure
- Data Storage and Management
- Security Measures
- Backup and Disaster Recovery
- Cloud Computing
- Role Based Access Control concepts
There is no exercise for this module, instead a number of discussions around understanding the learners own infrastructure.
Module 3 Tools for troubleshooting and support
- Troubleshooting steps
- Troubleshooting tools – Windows
- Troubleshooting tools – Other operating systems
- Remote Tools
- Exercise: Using troubleshooting tools
Module 4 Basics of networking for a help desk
- Understanding client networking and settings
- Understanding client networking
- Understanding name resolution
- Exercise: Troubleshooting networking issues and name resolution
Module 5 Understanding user and group administration for a help desk
- Introduction to users and groups
- User and group account creation
- Managing user accounts
- Managing access to resources
- Recognising sign in issues
- Exercise Creating and managing users, groups and access to resources
Module 6 Understanding device management for a help desk
- Overview of devices managed by a help desk
- Understanding Group Policy and how to troubleshoot
- Understanding Intune device management and how to troubleshoot
- Exercise: Device Administration
Module 7 Security in the help desk
- Why is this so important for the helpdesk?
- What are the types of attack?
- What are the standards?
- How does this affect the helpdesk?
- Configuring Security in Windows
- Overview of Microsoft 365 security and compliance
- Exercise: Reviewing security features for on premises and cloud
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.