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Build helpdesk skills from scratch — empathy, troubleshooting, tickets, and documentation for 1st-line IT roles.Level: beginner · Ideal for: Adults returning to work or changing careers
8-week in-person programme at Hanwell Community Centre, Westcott Crescent, London W7 1PD · 8 sessions · Europe/London timezone
What you will achieve
Handle user requests with a professional helpdesk mindset and clear communication.
Diagnose common hardware, software, and account issues using structured checklists.
Document incidents and resolutions in ticket-style write-ups employers recognise.
Understand networking and remote-support basics for modern workplaces.
Leave with a helpdesk portfolio and mapped paths to support and apprentice roles.
What we cover
Helpdesk foundations
Tickets, SLAs, and escalation paths
Empathy and plain-English communication
Documentation habits employers value
Technical troubleshooting
Hardware and peripheral basics
Windows and macOS essentials
Wi‑Fi, DNS, VPN, and connectivity intro
Career pathways
1st-line support and service desk roles
Field technician and IT apprentice routes
Portfolio evidence for interviews
Course structure
Week 1 — Helpdesk mindset (Week 1 · 2 hours)
Learn how support teams work and how to talk to users.
Incident vs request — triage basics
Tone, empathy, and setting expectations
When to escalate and how to hand over
Deliverable: Support communication cheat sheet.
Week 2 — Hardware essentials (Week 2 · 2 hours)
Laptops, monitors, docks, and peripherals without fear.
Safe power-cycling and cable checks
Display, keyboard, and mouse troubleshooting
When a device needs repair vs reconfiguration
Deliverable: Hardware triage checklist.
Week 3 — Windows and macOS basics (Week 3 · 2 hours)
Fix the issues users ask about most often.
User accounts, updates, and restarts done properly
Storage, startup items, and performance tips
Installing approved software safely
Deliverable: OS quick-fix runbook (5 scenarios).
Week 4 — Networking intro (Week 4 · 2 hours)
Understand Wi‑Fi, DNS, and VPN in plain English.
Home vs office network differences
“Can you hear me?” — AV and bandwidth basics
VPN symptoms and first checks
Deliverable: Connectivity troubleshooting flowchart.
Week 5 — Accounts and access (Week 5 · 2 hours)
Password resets, MFA, and least privilege.
Identity basics: users, groups, permissions
MFA lockouts and recovery paths
Shared mailboxes and distribution lists (intro)
Deliverable: Account issue runbook.
Week 6 — Remote support (Week 6 · 2 hours)
Guide users confidently over screen share.
Remote session etiquette and consent
Checklists for phone vs video support
Security: verifying caller identity
Deliverable: Remote support session template.
Week 7 — Mock ticket queue (Week 7 · 2 hours)
Practice triage, prioritisation, and user updates.
Reading ticket queues and priorities
Writing clear user-facing updates
Closing tickets with useful documentation
Deliverable: Five resolved ticket write-ups.
Week 8 — Capstone — helpdesk portfolio (Week 8 · 2 hours)
Assemble evidence and map your job search.
Portfolio walkthrough: runbooks + tickets
Roles map: 1st line, field tech, apprentice
Interview talking points from your capstone
Deliverable: Helpdesk portfolio pack for employers.
Prerequisites
Comfortable using a computer daily — no prior IT job required.
Curiosity about how technology works behind the scenes helps.
Delivery
Eight weekly live sessions · 2 hours each · practice-heavy with realistic scenarios.
Ideal if you are exploring IT support, service desk, or apprentice pathways.
Funded and referral places may be available — contact NLCRC to enquire.
Full course details: https://nlcrc.co.uk/courses-back-to-work-it-support
Location: Hanwell Community Centre, Westcott Crescent, London W7 1PD
Bookings and enquiries: nlcrc.co.uk · 020 3393 0948
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Hanwell Community Centre, Westcott Crescent, London, United Kingdom
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