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Quest Training

IT Help Desk & Technical Support Skills Training Course

Builds practical IT support skills, from troubleshooting hardware, operating systems and network connectivity to access management and remote support tools.

ITIS · IT Infrastructure & Systems AdministrationAll Levels#2826ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Information Technology & CybersecurityCategories:IT Infrastructure & Systems Administration

Course Overview

Effective IT help desk and technical support services are essential to maintaining business continuity, improving employee productivity, and ensuring reliable access to organisational technology. Technical support teams must be able to diagnose incidents efficiently, resolve common hardware and software problems, manage service requests, and communicate clearly with users while maintaining appropriate security and service standards. This course develops the practical skills required to deliver structured, responsive, and user-focused IT support. Participants will explore troubleshooting methodologies, operating system support, hardware and peripheral diagnostics, network connectivity, account and access management, software installation, remote support tools, and IT service management practices. The programme also introduces incident prioritisation, ticket documentation, escalation procedures, and service level agreements (SLAs). Through practical exercises and simulated support scenarios, participants will strengthen their ability to investigate technical issues, identify root causes, document resolutions, and manage support requests from initial reporting through closure. The course also addresses customer service, cybersecurity awareness, knowledge management, and performance measurement to improve service quality and support organisational IT objectives.

Learning Objectives

  • Apply systematic troubleshooting techniques to common IT incidents.
  • Diagnose basic hardware, software, operating system, and peripheral issues.
  • Resolve common network connectivity and user access problems.
  • Manage service desk tickets, incidents, and service requests effectively.
  • Prioritise support cases according to urgency, impact, and agreed SLAs.
  • Apply secure procedures for user authentication, access management, and remote support.
  • Document technical findings, troubleshooting steps, and resolution details accurately.
  • Communicate technical information clearly to users with different levels of IT knowledge.
  • Apply escalation procedures and collaborate with specialised technical teams.
  • Monitor service desk performance and identify opportunities for improvement.

Who Should Attend

IT help desk and service desk personnel. Technical support officers and IT support technicians. Junior system administrators and IT operations staff. Desktop support and end-user computing specialists. IT service coordinators and support team supervisors. Employees transitioning into IT support roles. Technical personnel responsible for user assistance and workplace IT services.

Learning Outcomes

  • Follow a structured troubleshooting process to investigate and resolve IT incidents.
  • Identify common hardware, software, and operating system faults.
  • Perform basic network connectivity checks and resolve common access issues.
  • Create, classify, prioritise, update, and close service desk tickets.
  • Apply incident escalation and SLA-based service management procedures.
  • Support user accounts, permissions, and endpoint configurations within authorised limits.
  • Apply basic cybersecurity practices when handling devices, accounts, and support requests.
  • Produce clear technical records and knowledge base articles.
  • Communicate solutions professionally and manage user expectations.
  • Use service desk metrics to evaluate response quality and identify recurring problems.

Course Outline

Course Outline

Day 1

IT Help Desk Fundamentals and Troubleshooting Methodologies

  • Roles, responsibilities, and operating models of IT help desk and service desk teams.
  • Common IT incidents, service requests, and user support requirements.
  • Structured troubleshooting: problem identification, information gathering, testing, resolution, and verification.
  • Hardware components, desktop systems, laptops, monitors, printers, and peripheral diagnostics.
  • Operating system fundamentals and common Windows support issues.
  • Technical documentation, incident history, and knowledge base utilisation.
  • Practical Exercise: Diagnose a set of simulated desktop and peripheral incidents using a structured troubleshooting checklist.
Day 2

Operating Systems, Applications, and User Account Support

  • Windows configuration, updates, drivers, services, and basic system maintenance.
  • Installing, updating, and troubleshooting business applications.
  • User account administration, password resets, permissions, and access requests.
  • Directory services and identity management fundamentals.
  • Email, collaboration tools, and common productivity application issues.
  • Remote desktop tools and secure remote troubleshooting practices.
  • Practical Exercise: Resolve simulated login, application, configuration, and access issues while documenting each action taken.
Day 3

Network Troubleshooting and IT Security Fundamentals

  • Network fundamentals: IP addressing, DNS, DHCP, gateways, and Wi-Fi connectivity.
  • Diagnosing local network, internet access, and name resolution problems.
  • Basic troubleshooting tools and commands, including ping, ipconfig, and tracert.
  • VPN connectivity and remote user access issues.
  • Endpoint security, malware warning signs, patching, and device protection.
  • Phishing awareness, identity verification, and secure handling of support requests.
  • Practical Exercise: Investigate a simulated connectivity incident, identify the likely cause, and recommend corrective actions.
Day 4

IT Service Management, Ticketing, and Incident Escalation

  • IT service management fundamentals and the incident management lifecycle.
  • Ticket creation, categorisation, prioritisation, assignment, and status tracking.
  • Assessing impact and urgency to determine incident priority.
  • Service level agreements (SLAs), response targets, and resolution expectations.
  • Escalation procedures, handover practices, and coordination with specialist teams.
  • Root cause awareness, recurring incident identification, and knowledge article development.
  • Practical Exercise: Manage a simulated queue of service desk tickets, prioritise incidents, apply escalation rules, and document resolutions.
Day 5

Customer Service, Performance Measurement, and Continuous Improvement

  • Effective communication with users during technical incidents.
  • Managing expectations, difficult interactions, and service complaints.
  • Service desk key performance indicators (KPIs), including response time, resolution time, and customer satisfaction.
  • First-contact resolution, ticket backlog management, and repeat incident reduction.
  • Quality assurance, user feedback, and service improvement methods.
  • Developing personal troubleshooting checklists and team knowledge-sharing practices.
  • Practical Exercise: Conduct a simulated end-to-end support case, communicate with the user, document the resolution, and evaluate service performance against defined criteria.

Upcoming Dates

Selected date

Dubai · 18 – 22 Jul 2027 · Classroom

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ManamaScheduled
2 – 6 Nov 2026€5,300—
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MarbellaScheduled
9 – 13 Nov 2026€6,000—
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MuscatScheduled
16 – 20 Nov 2026€6,300—
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OnlineScheduled
22 – 26 Nov 2026€2,700€2,430until 2 Nov
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ParisScheduled
30 Nov – 4 Dec 2026€6,700€6,030until 9 Nov
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AbujaScheduled
7 – 11 Dec 2026€7,700€6,930until 16 Nov
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ViennaScheduled
7 – 11 Dec 2026€6,400€5,760until 16 Nov
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AccraScheduled
14 – 18 Dec 2026€7,700€6,930until 23 Nov
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AmsterdamScheduled
21 – 25 Dec 2026€6,000€5,400until 30 Nov
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BarcelonaScheduled
28 Dec 2026 – 1 Jan 2027€6,000€5,400until 7 Dec
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BeirutScheduled
3 – 7 Jan 2027€4,500€4,050until 14 Dec
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CairoScheduled
10 – 14 Jan 2027€3,800€3,420until 21 Dec
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Cape TownScheduled
18 – 22 Jan 2027€7,700€6,930until 28 Dec
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CasablancaScheduled
18 – 22 Jan 2027€4,700€4,230until 28 Dec
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DammamScheduled
25 – 29 Jan 2027€4,800€4,320until 4 Jan
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DohaScheduled
1 – 5 Feb 2027€4,700€4,230until 11 Jan
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DubaiScheduled
7 – 11 Feb 2027€4,700€4,230until 18 Jan
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IstanbulScheduled
15 – 19 Feb 2027€5,300€4,770until 25 Jan
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JeddahScheduled
21 – 25 Feb 2027€4,800€4,320until 1 Feb
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KigaliScheduled
1 – 5 Mar 2027€7,700€6,930until 8 Feb
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Kuala LumpurScheduled
8 – 12 Mar 2027€4,700€4,230until 15 Feb
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LisbonScheduled
8 – 12 Mar 2027€6,000€5,400until 15 Feb
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LondonScheduled
15 – 19 Mar 2027€5,800€5,220until 22 Feb
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MadinahScheduled
22 – 26 Mar 2027€4,800€4,320until 1 Mar
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MadridScheduled
29 Mar – 2 Apr 2027€6,000€5,400until 8 Mar
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MakkahScheduled
5 – 9 Apr 2027€4,800€4,320until 15 Mar
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ManamaScheduled
12 – 16 Apr 2027€5,300€4,770until 22 Mar
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MarbellaScheduled
19 – 23 Apr 2027€6,000€5,400until 29 Mar
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MuscatScheduled
26 – 30 Apr 2027€6,300€5,670until 5 Apr
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OnlineScheduled
2 – 6 May 2027€2,700€2,430until 12 Apr
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DubaiScheduled
18 – 22 Jul 2027€4,700€4,230until 28 Jun
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Available in: Istanbul · Dubai · London · Doha · Amsterdam

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