About This Course
Step into the world of corporate IT operations with our Professional Diploma in IT Service Desk & Technical Support Engineering, designed for the modern enterprise environment. Built from real support experience inside global IT teams, this program gives you the hands-on skills required to manage users, systems, tickets, permissions, and cloud services in today's digital workplaces.
Prerequisites
- Basic IT knowledge or Level 1 completion
- Familiarity with Windows environment
- Good communication and customer service skills
What You'll Learn
Learn the core IT service desk skills needed to support users in real corporate IT environments.
Master Active Directory for user creation, password resets, group membership, and access management.
Work with Office 365 Admin Center to manage mailboxes, licenses, Teams, OneDrive, and Outlook issues.
Understand Azure Active Directory, MFA, Conditional Access, and cloud-based identity management.
Learn ITIL and ITSM fundamentals used globally for ticket handling, SLAs, prioritization, and escalation.
Get hands-on experience with ServiceNow and other enterprise ticketing tools used by Fortune 500 companies.
Troubleshoot real-world issues including VPN failures, email errors, login problems, printers, and network access.
Develop remote support skills using tools like RDP, AnyDesk, and TeamViewer to resolve user issues efficiently.
Learn professional communication, documentation, RCA basics, and how to escalate incidents the right way.
Become job-ready for roles such as IT Service Desk Engineer, Technical Support Engineer, or L1.5 Infrastructure Support.
10 key skills covered
5 Months intensive training
100% Job-ready curriculum
Course Curriculum
9 modules • 63 lectures
01
Introduction to IT Service Desk Operations
8 lectures
Evolution from Field Support to Corporate IT Helpdesk14:20
ITIL Framework Overview (ITIL v4 Concepts)22:45
Understanding ITSM (IT Service Management)18:30
Role of a Service Desk Engineer16:55
Types of Tickets: Incident, Request, Problem, Change25:10
SLAs, Priority, and Escalation Flow20:40
Communication Skills for IT Engineers (Email, Call, Chat Etiquette)19:25
Hands-On: Create & Resolve Tickets in Demo ITSM Portal32:15
02
Active Directory & Group Policy Management
9 lectures
What is Active Directory?16:40
Domain, Forest, OU, and Objects21:30
User & Computer Account Management24:15
Password Resets, Unlocks, Account Creation18:50
Adding Machines to Domain22:05
Managing Groups, Shared Folders, and Permissions26:40
Understanding Group Policy (GPO)20:25
GPO Use Cases: Disable USB, Wallpaper, Software Restriction23:55
Hands-On: Configure AD & GPO in Virtual Lab38:20
03
Office 365 Administration & User Support
7 lectures
Introduction to Microsoft 365 / Office 36519:35
User & License Management in Admin Center23:20
Managing Outlook, Teams, OneDrive, SharePoint27:45
Common Email Issues & Fixes (NDR, Send/Receive, Rules)25:10
Troubleshooting Teams Login, Meetings, and Permissions21:40
MFA (Multi-Factor Authentication) & Conditional Access24:30
Hands-On: Simulate O365 Admin Tasks via Microsoft 365 Trial Tenant36:50
04
Azure Active Directory & Cloud Identity
7 lectures
Understanding Cloud Identity & Hybrid AD20:15
Azure AD vs On-Prem AD18:45
User Provisioning & Synchronization (AD Connect Concept)26:30
Managing Azure Users, Roles, and Permissions22:50
Self-Service Password Reset (SSPR)17:35
Access Reviews & Security Defaults19:20
Hands-On: Manage Users in Azure AD Portal34:40
05
ITSM & ServiceNow Fundamentals
7 lectures
What is an ITSM Tool?15:25
Overview of ServiceNow / Freshservice / Jira Service Management22:40
Incident Lifecycle: Creation → Assignment → Resolution → Closure26:15
Categorization, Prioritization, and Escalation21:30
Asset Management & CMDB Overview19:45
Knowledge Base and Templates17:20
Hands-On: Practice Ticket Lifecycle in ServiceNow Developer Instance35:30
06
Corporate Networking & VPN Troubleshooting
5 lectures
Basics of VPN (SSL, IPSec)21:40
Remote Connectivity Issues23:15
DNS, Proxy, and Firewall Awareness20:30
Shared Drives, Network Printers, and Remote Access24:50
Hands-On: Map Network Drive, Test VPN Connectivity32:45
07
System & Security Operations
6 lectures
Security Best Practices for Service Desk Engineers22:35
Antivirus Management (Defender, Endpoint Security)20:15
Patch & Update Awareness18:40
Handling Phishing Reports & Compromised Accounts25:50
Backup, Recovery & Retention Policies Overview19:30
Hands-On: Simulate Security Incident Report Flow28:20
08
Ticket Documentation & Escalation Skills
6 lectures
Writing Professional Ticket Notes18:25
Email Templates for Issue Updates16:50
Root Cause Analysis (RCA)24:40
Escalation to L2/L3 Teams20:15
Shift Handover & Daily Reporting Format17:35
Mock Session: Escalate & Communicate an Incident30:45
09
Final Case Studies & Real-World Scenarios
8 lectures
Troubleshooting Outlook Login Failures22:30
Account Lockout Investigation19:45
OneDrive Sync Issues21:15
GPO Policy Conflicts23:40
VPN Authentication Errors20:55
Password Policy Enforcement18:25
MFA Login Denied Cases24:10
Simulated Final Assessment (Multi-Ticket Resolution Task)45:30
Who Should Join This Course
Level 1 graduates or Desktop Support Engineers who want to move into corporate IT service desk roles.
BPO, Banking, Finance, or Customer Support Professionals looking to shift into IT-based technical support careers.
Non-IT Graduates who want a structured, guided entry into enterprise IT operations and ticket-based workflows.
IT & Engineering Students who prefer support, operations, or cloud pathways instead of coding or development.
Junior System or Network Engineers aiming to master AD, Office 365, Azure AD, and professional ITSM tools.
Professionals wanting international IT exposure through ITIL processes, ServiceNow, and global support standards.
Aspiring IT Support Entrepreneurs who want to provide managed services, remote support, or IT consulting.
Individuals Seeking Career Growth from entry-level support to L1.5/L2 roles in enterprise IT teams.
No IT background? No problem – we start from basics!
Course Description
Join hundreds of learners who advanced their careers through this track — moving from basic IT support into structured roles across Service Desk, Technical Support, Identity Operations, and Enterprise IT.
What You'll Master:
Whether you're growing from Level 1, switching from a non-technical role, or strengthening your IT foundation, this program helps you:
- ¢ Master Active Directory, Azure AD, and Office 365—the core tools used in every corporate IT environment
- ¢ Learn ITIL-based ticketing, ServiceNow workflows, SLA handling, and escalation techniques followed worldwide
- ¢ Troubleshoot real issues such as login failures, Outlook errors, Teams disruptions, VPN connectivity, and access problems
- ¢ Understand user lifecycle management (Joiner–Mover–Leaver) and corporate security practices like MFA and conditional access
Live Tools & Real-World Practice:
From the very first week, you'll work on live admin portals, real ITSM tools, and practical troubleshooting labs so you can build the confidence required to resolve tickets professionally. The course blends technical mastery with the communication, documentation, and process discipline expected in enterprise support environments.
Industry-Aligned Curriculum:
Our curriculum evolves with modern IT needs — ensuring you learn the exact skills companies demand today: identity & access management, cloud-based user administration, ticket documentation, remote support, and structured troubleshooting.
Career Ready:
By the end of this program, you'll be capable of handling complete IT support operations for businesses — managing users, resolving incidents, documenting solutions, and working seamlessly with L2/L3 teams.
You're not just learning how to support IT — you're becoming the trusted first line of defense for every modern organization.
Join now and take your next step into the professional world of enterprise IT support.
