Help Desk Fundamentals
How a professional service desk runs — tickets, priorities, SLAs, knowledge bases and excellent user communication.
- Service desk
- ITSM
- Ticketing
Planned: A planned subject in the curriculum roadmap. The outline below is a proposed structure, not a finished course.
Learning outcomes
By the end, learners will be able to:
- 01
Log, categorise and prioritise tickets correctly
- 02
Apply SLAs and escalation paths
- 03
Use and contribute to a knowledge base
- 04
Deliver calm, professional customer communication
Proposed module outline
A proposed structure — refined during curriculum development.
Roles, tiers and ITSM vocabulary.
Logging, categorising, prioritising and closing tickets.
Response targets, impact/urgency and handovers.
Finding, writing and maintaining support articles.
Phone, chat and email etiquette under pressure.
Course enquiry
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