Welcome to the Service Desk Engineers Onboarding Course — your first step toward becoming a trusted frontline IT support professional!
In this course, you’ll gain the essential knowledge and skills required to confidently handle user requests, troubleshoot technical issues, and deliver excellent customer service. From understanding IT service management principles to mastering support tools and communication techniques, this onboarding program will prepare you to respond effectively and professionally in a fast-paced support environment.
Whether you're resolving tickets, managing escalations, or guiding users through technical problems, this course will ensure you’re equipped to contribute to a high-performing service desk team from day one.
What You’ll Learn:
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Core responsibilities of a Service Desk Engineer
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ITIL fundamentals and ticket lifecycle
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Communication and customer service best practices
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Basic troubleshooting for hardware, software, and network issues
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Common tools and systems you'll be using (e.g., ticketing systems, remote support)
Let’s get started on your journey to making IT work — one issue at a time.