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IT Support Basics: Your First Help Desk Ticket
Follow one request from ticket to fix and learn how an IT help desk works. Five short lessons and a quiz, with a certificate of completion.
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The short version
Free, no payment details
Sign up with your name and e-mail and confirm it with a 6-digit code. There is nothing to buy.
About 60 minutes
5 short lessons and one final quiz. Your progress is saved, so you can stop and come back on any device.
Certificate of completion
Finish every lesson and score 70% or more on the final quiz. Retakes are unlimited.
Not a program
This free short course is not part of a Ucademy diploma or certificate program and gives no program credit.
What you will learn
- Explain what an IT help desk does and how tickets, priorities and tiers work
- Use a repeatable troubleshooting method from first question to documented fix
- Work through common problems: locked accounts, no internet, slow computers and printers
- Write a ticket summary, step notes and resolution that another technician can follow
- Explain technical problems to users in plain language and keep them updated
- Verify identity, handle a phishing report and respect privacy as a support technician
Who it is for
Adults who are curious about IT support or the help desk, career changers, and anyone who is the go-to computer person at work and wants a clearer method. No IT experience is needed.
What you need
- A computer or tablet with an internet connection
- About 60 minutes in total, which you can split across several days
- No special software; everything is explained in the lessons
Lessons
- 1What a help desk does and how tickets work12 min
- 2Asking the right questions and troubleshooting step by step12 min
- 3Fixing the most common problems12 min
- 4Writing tickets and talking to users12 min
- 5Security, privacy and where to go next12 min
- ✓IT Support Basics: final quizfinal quiz
Where this course can lead
IT Professional Certificate
This course is a short, practical introduction. The full program goes much further: 420 hours online: IT support, hardware, operating systems, networking and desktop administration.
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See the course →Frequently asked questions
Yes. You create a free Ucademy account and take the five lessons and the quiz at no cost.
Yes. When you finish the lessons and pass the quiz you receive a certificate of completion from Ucademy. The course is not part of a Ucademy diploma or certificate program.
About 60 minutes in total. It is self-paced and online, so you can split it across several days.
No. The lessons assume only that you can use a computer. Technical terms are explained when they first appear.
You will learn how tickets and priorities work, a method for troubleshooting, fixes for common problems, how to write clear ticket notes and how to protect accounts and privacy.
No. It is a free short course, not part of a Ucademy diploma or certificate program, and it does not give program credit.
Start IT Support Basics: Your First Help Desk Ticket today
Free, online and at your own pace, with a certificate of completion.