Service Helpdesk & Technical Support Level 3 Advanced Diploma

Course Line On Demand

Reed Courses Certificate of Completion

Digital certificate - Included

Final Exam

Included in course price

• Disclaimer 01:00

  • 1: Disclaimer 01:00

• Lecture 1: Introduction to IT Service Desk and Technical Support 12:00

  • 2: Lesson-1 Overview of IT Service Desk roles and responsibilities 03:00
  • 3: Lesson-2 Understanding the ITIL framework 03:00
  • 4: Lesson-3 Customer service skills for technical support professionals 03:00
  • 5: Lesson-4 IT Service Desk best practices 03:00

• Lecture 2: Hardware and Software Fundamentals 12:00

  • 6: Lesson-1 Hardware components and troubleshooting 03:00
  • 7: Lesson-2 Software installation and configuration 03:00
  • 8: Lesson-3 Operating systems (e.g., Windows, macOS, Linux) 03:00
  • 9: Lesson-4 Peripheral devices and connectivity 03:00

• Lecture 3: Network Basics 11:00

  • 10: Lesson-1 Introduction to networking concepts 03:00
  • 11: Lesson-2 TCP/IP fundamentals 03:00
  • 12: Lesson-3 Troubleshooting network connectivity issues 03:00
  • 13: Lesson-4 Wireless and wired network setups 02:00

• Lecture 4: IT Security and Data Protection 11:00

  • 14: Lesson-1 Cybersecurity principles and threats 03:00
  • 15: Lesson-2 Antivirus and malware protection 03:00
  • 16: Lesson-3 Data backup and recovery 02:00
  • 17: Lesson-4 Security policies and compliance 03:00

• Lecture 5: Advanced Troubleshooting Techniques 11:00

  • 18: Lesson-1 Problem-solving methodologies 03:00
  • 19: Lesson-2 Diagnostic tools and techniques 02:00
  • 20: Lesson-3 Remote desktop support 03:00
  • 21: Lesson-4 Escalation procedures 03:00

• Lecture 6: Customer Relationship Management 08:00

  • 22: Lesson-1 Effective communication skills 02:00
  • 23: Lesson-2 Handling difficult customers and situations 02:00
  • 24: Lesson-3 Building rapport and trust 02:00
  • 25: Lesson-4 Service level agreements (SLAs) and customer satisfaction 02:00

• Lecture 7: IT Service Management (ITSM) 09:00

  • 26: Lesson-1 ITSM processes and frameworks (e.g., ITIL) 02:00
  • 27: Lesson-2 Incident management 02:00
  • 28: Lesson-3 Change management 03:00
  • 29: Lesson-4 Problem management 02:00

• Lecture 8: Emerging Technologies 10:00

  • 30: Lesson-1 Cloud computing and virtualization 03:00
  • 31: Lesson-2 Internet of Things (IoT) 02:00
  • 32: Lesson-3 Artificial Intelligence (AI) in IT support 03:00
  • 33: Lesson-4 Automation and self-service solutions 02:00

• Lecture 9: Professional Development and Career Skills 08:00

  • 34: Lesson-1 CV/resume writing and interview preparation 02:00
  • 35: Lesson-2 Career development strategies 02:00
  • 36: Lesson-3 Industry certifications and continuing education 02:00
  • 37: Lesson-4 Soft skills development 02:00

• Lecture 10: Practical Work and Project 07:00

  • 38: Lesson-1 Hands-on technical support experience 03:00
  • 39: Lesson-2 Real-world IT service desk scenarios 02:00
  • 40: Lesson-3 Capstone project or internship 02:00

• Assessment 12:00

  • 41: Final Exam 12:00

The Service Helpdesk & Technical Support Level 3 Advanced Diploma covers essential topics that prepare learners for successful careers in Technical Support. The course starts by exploring the roles and responsibilities of IT service desk professionals within the ITIL framework, emphasising the importance of customer service and communication skills.

Learners gain a solid understanding of hardware components, software installation, operating systems like Windows, macOS, and Linux, and peripheral device connectivity. Networking fundamentals, including TCP/IP protocols and wireless/wired network setup, are thoroughly covered to ensure a comprehensive technical foundation.

Security is a vital part of technical support, with lessons focusing on cybersecurity principles, malware protection, data backup, and compliance with security policies. Advanced troubleshooting techniques, remote desktop support, and escalation procedures provide learners with practical tools for problem-solving.

The curriculum also delves into customer relationship management, teaching effective communication strategies, managing difficult customers, and ensuring high customer satisfaction through service level agreements (SLAs). IT service management processes such as incident, change, and problem management are also examined.

Emerging technologies including cloud computing, virtualization, IoT, artificial intelligence in IT support, and automation solutions keep learners ahead in this ever-evolving field. The course concludes with professional development topics such as CV writing, interview preparation, certifications, and soft skills, followed by practical hands-on work and a capstone project to consolidate learning.

This course is perfect for individuals aiming to start or advance a career in Technical Support and IT service desk roles. It suits school leavers, career changers, or IT professionals who wish to formalise and upgrade their skills. Those who enjoy troubleshooting, working with technology, and delivering excellent customer service will find this course highly rewarding.

Employers across industries recognise this qualification for roles such as helpdesk technician, technical support analyst, and desktop support specialist, making it an excellent pathway into the IT support sector.

To enrol, learners should have basic proficiency in written English and a fundamental understanding of computers. Reliable internet access and a suitable device are necessary for online learning. Self-motivation and commitment will help learners benefit fully from the flexible study format.

Completing the Service Helpdesk & Technical Support Level 3 Advanced Diploma opens doors to various IT support roles including helpdesk technician, desktop support specialist, network support analyst, and technical support engineer. It also provides a foundation for further professional certifications such as CompTIA A+, ITIL Foundation, and Microsoft certifications.

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