IT Service Support Service Management

Learn technical support, helpdesk operations, ticket handling, troubleshooting, incident management and customer support skills required for IT service desk and L1 support roles in software companies.

Helpdesk Support

Customer Issue Handling

Ticketing System

Incident Tracking

Troubleshooting

Technical Problem Solving

Career Support

L1 Support & Service Desk Jobs

About the Course

The IT Service Support Service Management Course prepares students for IT support and service desk roles in companies. You will learn helpdesk operations, incident management, ticketing systems, troubleshooting computer issues, customer communication, remote support and escalation processes. This course is ideal for graduates and diploma students seeking non-coding IT careers such as Technical Support Engineer, Service Desk Analyst, L1 Support Engineer and IT Helpdesk Executive.

Curriculum

Introduction to IT Support

Role of IT support in organizations
Types of IT services
Support levels (L1, L2, L3)
Service desk workflow

Helpdesk Operations

Helpdesk functions
Ticket lifecycle
Service requests vs incidents
Escalation process

Computer Troubleshooting

Hardware basics
Operating system issues
Software installation
Password & login issues

Networking Basics

IP address & DNS
Internet connectivity issues
WiFi troubleshooting
VPN access

IT Service Management (ITSM)

Incident management
Problem management
Change management
Service level agreement (SLA)

Customer Communication

Email & call etiquette
Remote support tools
Documentation
User handling skills

Practical Exposure

Helpdesk Ticket Handling

Simulate real company support tickets.

Network Troubleshooting

Diagnose connectivity problems.

Customer Support Simulation

Handle real support scenarios.

Student Testimonials

"I got placed as L1 Support Engineer after this course."

- Kiran Kumar

"Now I can handle support tickets confidently."

- Swathi Reddy

"Perfect course for non-coding IT jobs."