Technical knowledge gets you the interview. This course is about the part that keeps the job: working a ticket queue, asking the right questions, writing a note the next technician can use, and staying calm with someone who is angry and in a hurry.
We run a live simulated service desk. You take tickets, you escalate, you document, and you get feedback on all of it.
Jobs this leads towards
Real roles people do after this course and the ones that follow it.
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Help-desk technician
First person people call when their laptop, account or printer stops working.
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Desktop support engineer
Goes to the desk, fixes the machine, and makes sure it does not happen again.
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IT service desk analyst
Logs, prioritises and solves problems for a whole organisation, often remotely.
Certifications
What this course prepares you to sit. Exam vouchers are included.
- CompTIA A+ (Core 2)
Is this for me?
Ninety seconds, no wrong answers, nothing recorded. It tells you how closely this course matches what you enjoy — and where to look if it does not.
What a week looks like
Day to day, so nobody is surprised.
- Two evenings a week: one on theory for the exam, one hands-on with real machines.
- You take computers apart and put them back together, and they have to work afterwards.
- Practice tickets: somebody 'breaks' a laptop and you fix it and write it up.
- A timed practice exam every few weeks so the real one holds no surprises.
Three questions from week one
Get them wrong and you belong here. Get them right and you belong here too. Nothing is recorded.
Books worth having
None of these is required — the course lends what it needs. These are the ones worth owning.
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CompTIA A+ Certification All-in-One Exam Guide
Mike Meyers
The standard text; the course follows its chapter order.
Find it ↗ -
Professor Messer's A+ videos (free, YouTube)
Watch the topic before the class covers it.
What to bring
Usually nothing. Where something small helps, it is here.
- ▸A cheap screwdriver set with small Phillips bits.
- ▸An anti-static wrist strap (a few dollars).
- ▸A USB flash drive, 16 GB or more, for boot tools.
Do this at home
Between sessions. Ten to twenty minutes; the people who do this are the ones who finish.
- Habit 1Watch one Professor Messer video a day and take two lines of notes.
- Habit 2Open Task Manager and figure out what every running process is.
- Habit 3Explain to a family member how to back up their phone, then help them do it.
What you will be able to do
- Work a ticket from intake to resolution and write it up properly
- Follow a structured troubleshooting method instead of guessing
- Handle a frustrated user without losing the thread
- Know when and how to escalate
- Meet a service-level target
What you will use
- Microsoft Intune
- Remote Desktop
- Ticketing system
- Active Directory
What the course covers
The lesson plan for this course is being written. Register and we will tell you the moment it opens.