IT Support Operations

What you will be able to do

• Explain how a service desk is organized into support tiers and walk a ticket through its full lifecycle
• Map everyday support work to core ITIL concepts: incidents, service requests, and problems
• Navigate Active Directory to find users, groups, and organizational units, and read what an account's group membership grants
• Perform core account tasks safely, including onboarding a new user, resetting a password, and unlocking an account
• Apply endpoint security basics such as patching, EDR and antivirus, disk encryption, and multi-factor authentication
• Run a remote support session with standard tools while protecting user consent and privacy
• Write a clear ticket, a reusable knowledge base article, and a handoff note the next tier can act on
• Decide when and how to escalate, using SLAs and priority to set honest expectations with users

What is inside

4 modules, 8 lessons. Each module ends in a graded quiz and most carry an assignment.

1. 01

   The Service Desk and ITIL Foundations

   Learn how modern IT support is organized: how a service desk splits work into tiers, how a ticket travels from first contact to confirmed resolution, and how the ITIL vocabulary lets you tell an incident from a service request from a problem. This foundation makes every later support skill easier to learn and every ticket easier to handle correctly.

   2 lessons · 5 quiz questions

2. 02

   User Accounts and Identity with Active Directory

   Identity is where a support specialist spends much of the day, because most tickets touch an account, a password, or an access request. This module introduces Active Directory and its building blocks (users, groups, organizational units, and domains), then walks through the routine account work you will own: onboarding new hires, resetting passwords, clearing lockouts, and granting access on a least-privilege basis.

   2 lessons · 5 quiz questions · assignment

3. 03

   Endpoint Security and Remote Support

   Support specialists are the front line for the devices people use every day. This module teaches the core endpoint security controls (patching, EDR, disk encryption, and MFA) and how to run remote support sessions safely while fixing the most common device problems.

   2 lessons · 5 quiz questions

4. 04

   Documentation, Escalation, and Service Quality

   Fixing a problem is only half the job. This module teaches you to record work and hand it off so a team keeps running: writing tickets, knowledge base articles, and handoff notes other people can actually use, knowing when and how to escalate, understanding how SLAs shape priority, and keeping users calm and informed when things go wrong.

   2 lessons · 5 quiz questions · assignment