The curriculum
A practical introduction to service desk work, built around guided practice and a small portfolio. Each week has a live session, between-session work, and an example you can keep.
Ask about the pilotTasks use fictional users and safe practice environments. You will not work with real customer accounts or sensitive data.
Translate existing experience into service desk language. Practise triage, priority, troubleshooting notes, escalation, and customer updates.
Work through ticket scenarios and record the issue, checks, resolution or escalation, and update to the user.
First ticket case studies and a draft CV/profile.
Explore domains, organisational units, users, groups, and Group Policy through a small lab design.
Build or follow a small Windows Server lab, practise account and group tasks, and apply a basic policy.
A short setup guide, simple diagram, and documented account-support case.
Learn the first-line concepts behind identity, sign-in, roles, groups, and common access checks.
Investigate a fictional access issue, write down your checks, and decide when to resolve or escalate.
A cloud support case study with clear checks, actions, and outcome.
Practise explaining your decisions, communicating with a user, and describing when you would escalate.
Refine your case notes and prepare a short walkthrough of your portfolio.
A polished set of examples and a realistic next-step application plan.
The pilot is designed to help you prepare and communicate your skills. It does not promise a job, interview, or employer endorsement.
See how the pilot works