Postgraduate Diploma In It Help Desk & Tech Support

Master real-world IT support skills, troubleshooting techniques, and help desk tools to launch or grow your tech career

What you'll learn

How to confidently troubleshoot and resolve common hardware, software, and networking issues

How to install, configure, and manage Windows, macOS, and Linux operating systems

How to use remote support tools like TeamViewer, AnyDesk, and Microsoft Quick Assist

How to handle real-world IT support cases with professionalism and accuracy

How to communicate clearly with end-users—even when they’re frustrated or under pressure

How to manage user accounts, reset passwords, and apply access controls securely

How to work with ticketing systems, document solutions, and manage support queues

How to diagnose and fix wireless and wired connectivity problems step by step

How to support cloud-based platforms like Microsoft 365 and Google Workspace

How to apply cybersecurity best practices in day-to-day IT support operations

How to write clear emails, support notes, and instructions users can actually follow

How to manage time, prioritize tasks, and know when to escalate an issue

Requirements

No prior experience or qualifications are required.

Description

Are you ready to launch or accelerate your career in IT support and technical troubleshooting? The Postgraduate Diploma in IT Help Desk & Tech Support is your all-in-one solution to gaining job-ready skills, mastering essential tools, and becoming a confident problem-solver in today’s tech-driven world.This comprehensive course is designed for aspiring IT professionals, entry-level tech support staff, career changers, and anyone looking to deepen their understanding of help desk operations and technical support best practices. Whether you're starting from scratch or brushing up your skills, this course offers the real-world knowledge employers are looking for—delivered in a practical, easy-to-follow format.Throughout the course, you'll gain hands-on knowledge across the full spectrum of IT support, including hardware and software troubleshooting, operating systems, networking, cybersecurity, cloud services, and customer service excellence. You’ll also explore remote support tools, ticketing systems, communication strategies, and common case studies—ensuring you’re ready for any challenge that comes your way.By the end of this course, you will be able to:Confidently troubleshoot hardware, software, and connectivity issuesSet up and manage operating systems (Windows, macOS, Linux)Use remote access tools and ticketing systems professionallySupport cloud-based platforms like Microsoft 365 and Google WorkspaceApply cybersecurity best practices in a help desk settingDeliver outstanding customer service and user supportPrepare for certifications such as CompTIA A+ and ITIL FoundationBuild a resume and LinkedIn profile that gets noticed by recruitersWhat makes this course different?End-to-end skill development – Covers every major area of help desk and tech supportReal-world scenarios – Learn from case studies, simulations, and common workplace examplesSoft skills focus – Communication, empathy, documentation, and time management are integrated into the technical trainingCareer readiness – Includes dedicated lectures on resume building, certifications, and job interviewsNo fluff, no jargon – Clear, simple explanations designed for real people with real goalsWhether you aim to become a help desk technician, IT support specialist, or move into system administration or network operations, this course will give you the foundation and confidence to move forward.Start today and gain the skills you need to break into the IT industry, support users effectively, and stand out in one of the most essential roles in modern business.Disclosure: This course was designed and developed with the support of AI tools. Visuals and voice-over content have been created using AI technologies to deliver a smooth, consistent, and engaging learning experience.

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 Understanding the Role of IT Help Desk & Support

Lecture 3 IT Support Tiers: L1, L2, L3 Explained

Lecture 4 Skills and Qualities of a Great IT Support Professional

Section 2: Hardware Essentials & Troubleshooting

Lecture 5 Overview of Computer Hardware Components

Lecture 6 Diagnosing and Fixing Hardware Issues

Lecture 7 Common Peripheral and Printer Problems

Lecture 8 Hardware Maintenance Best Practices

Section 3: Operating Systems and Installation Support

Lecture 9 Understanding Windows, macOS, and Linux Basics

Lecture 10 OS Installation, Configuration & Imaging

Lecture 11 Boot Errors, BSODs, and System Restore

Lecture 12 Managing Updates, Drivers, and Patches

Section 4: Software Support and Troubleshooting

Lecture 13 Application Installation & Uninstallation Issues

Lecture 14 Troubleshooting Common Software Errors

Lecture 15 Dealing with Licensing, Activation & Compatibility

Lecture 16 System Performance & Optimization Tools

Section 5: Networking Fundamentals for Support Staff

Lecture 17 Networking Basics: LAN, WAN, IP, DNS, DHCP

Lecture 18 Troubleshooting Network Connectivity Issues

Lecture 19 Wireless Network Setup and Problems

Lecture 20 Tools for Network Testing and Diagnostics

Section 6: Security and Access Management

Lecture 21 Understanding Cybersecurity Basics for IT Support

Lecture 22 Managing User Accounts, Passwords, and Access Rights

Lecture 23 Antivirus, Firewalls, and Threat Prevention Tools

Lecture 24 Data Backup, Recovery, and Secure Deletion

Section 7: IT Support Tools and Ticketing Systems

Lecture 25 Introduction to Help Desk Software & Ticketing

Lecture 26 Remote Support Tools: TeamViewer, AnyDesk, etc.

Lecture 27 Knowledge Base Management and Documentation

Lecture 28 Time Management and Escalation Handling

Section 8: Communication, Customer Service, and Soft Skills

Lecture 29 Communicating Effectively with End-Users

Lecture 30 Handling Difficult Users and Conflict Resolution

Lecture 31 Active Listening, Patience & Empathy in Tech Support

Lecture 32 Writing Clear Emails and Support Notes

Section 9: Advanced Support Techniques & Real-World Scenarios

Lecture 33 Troubleshooting Mobile Devices & BYOD Policies

Lecture 34 Supporting Cloud Services & SaaS Applications

Lecture 35 Common IT Support Case Studies and Simulations

Lecture 36 IT Support KPIs, Reporting & Performance Metrics

Section 10: Career Preparation & Final Steps

Lecture 37 Certifications for IT Help Desk Professionals (CompTIA, ITIL, etc.)

Lecture 38 Resume, LinkedIn & Interview Tips for Tech Support Roles

Lecture 39 Final Assessment and Practical Skills Checklist

Lecture 40 Course Wrap-Up & Career Pathways Ahead

Aspiring IT professionals looking to break into the help desk or tech support field,Entry-level support staff who want to build confidence and advance their careers,Career changers seeking a practical, fast-track path into the IT industry,Office or administrative staff who want to transition into technical support roles,Students or recent graduates preparing for certifications like CompTIA A+ or ITIL Foundation,Freelancers and remote workers who want to support clients more effectively,Anyone who wants to develop real-world troubleshooting, communication, and IT service skills