IT Support
The helpdesk skills that get you hired: troubleshooting, support and documentation.
- Course fee
- ₦40,000
- Duration
- 3 weeks
- Sessions
- 6 · 2 per week
- You leave with
- A support playbook
About this course
Helpdesk fundamentals: how support is actually run, structured troubleshooting, supporting users who cannot describe the problem, hardware and software support, account and permission basics, and the documentation habit that makes a support team scalable.
What you will be able to do
- Run a structured troubleshooting process on any reported fault
- Support non-technical users patiently and effectively
- Handle accounts, permissions, printers and software installation
- Log and document support work properly
- Escalate correctly instead of guessing
The deliverable
Certificate requirement
A support playbook
A written troubleshooting and support playbook covering the ten most common faults, with diagnostic steps, fixes and escalation rules — the document a real helpdesk runs on.
How the course is assessed
Level 1
Know
You can explain the concept, name the tools involved and recognise the difference between doing it well and doing it carelessly.
Level 2
Do
You can perform the task independently, without the instructor repeating the steps, and fix the obvious problems when they appear.
Level 3
Create
You can use the skill to produce something a real person would pay for — a document, a design, a website, a report, a repaired machine.
Week by week
3 weeks, 6 practical sessions. Click any session to read the complete class lecture — objectives, taught content, the instructor demonstration, practice, mistakes to avoid, homework and the marking rubric.
Week 1 — Helpdesk fundamentals
How support works, triage, tickets and structured troubleshooting.
- Session 1105 min · 20 min read
How Support Works
- Helpdesk fundamentals
- Triage and priority
- Tickets
- Service levels
- What good support looks like
- Session 2105 min · 18 min read
Structured Troubleshooting
- Troubleshooting
- Reproducing the problem
- Isolating the cause
- Testing the fix
- Confirming with the user
Week 2 — User, hardware & software support
Supporting people, devices, printers, accounts and software.
- Session 3105 min · 19 min read
User Support
- User support
- Talking to non-technical users
- Remote support
- Password and account resets
- Patience and professionalism
- Session 4105 min · 19 min read
Hardware & Software Support
- Hardware/software support
- Printers
- Software installation
- Updates and patches
- Common fault patterns
Week 3 — Documentation & practice
Documentation, escalation and the final support simulation.
IT Support — questions
The things prospective students actually ask before enrolling.
Is this a technical or a customer-service course?+
Both, deliberately. Most people fail at IT support not because they cannot fix things but because they cannot work out what is actually wrong from a vague description, or explain the fix calmly. We train both halves.
What jobs does this lead to?+
Helpdesk and IT support officer roles in schools, hospitals, banks, logistics firms and any office with computers — one of the most common first IT jobs in Nigeria, and a solid route into networking, security or systems administration.
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