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Cloud Computing and DevOps

IT Support and Helpdesk Fundamentals

Troubleshoot computers, devices and networks methodically, support users and their accounts securely, and run a helpdesk with tickets, priorities and a knowledge base.

Level
Beginner
Format
Written, self-paced
Length
About 7 hours
Lessons
16
Modules
4
Certificate
Yes, verifiable
Last updated
October 2026

About this course

Learn the core skills of an IT support role: troubleshooting computers and devices, supporting users, managing accounts and running a helpdesk ticket process.

Self-paced written course: text lessons, practical exercises, module quizzes and a final project, delivered online. No video and no live tutor.

What you will learn

  • Identify the main hardware components and diagnose faults from their symptoms.
  • Install and configure Windows and handle common macOS and Linux support tasks.
  • Apply a structured troubleshooting process to slowness, software, update and connectivity problems.
  • Manage user accounts, passwords and multi-factor authentication with proper identity verification.
  • Support email, Microsoft 365 and Google Workspace users and restore lost files from backups.
  • Run a helpdesk using tickets, priorities, service level targets, remote support and knowledge base articles.

Curriculum

Module 1Hardware and Operating Systems4 lessons
  1. 1Inside a Computer: Components and What They Do4 min read Free preview
  2. 2Installing and Configuring Windows3 min read
  3. 3macOS and Linux Basics for Support Staff4 min read
  4. 4Printers, Peripherals and Mobile Devices3 min read
  5. QuizModule quiz, 4 questions
Module 2Troubleshooting Method4 lessons
  1. 5A Structured Troubleshooting Process4 min read
  2. 6Diagnosing Slow Computers and Startup Problems4 min read
  3. 7Fixing Common Software and Update Issues4 min read
  4. 8Solving Basic Connectivity Problems3 min read
  5. QuizModule quiz, 4 questions
Module 3User and Account Support4 lessons
  1. 9User Accounts, Passwords and Multi-Factor Authentication4 min read
  2. 10Email, Microsoft 365 and Google Workspace Support3 min read
  3. 11Backups and Data Recovery Basics3 min read
  4. 12Security Hygiene for End Users3 min read
  5. QuizModule quiz, 4 questions
Module 4Running a Helpdesk4 lessons
  1. 13Tickets, Priorities and Service Levels3 min read
  2. 14Remote Support Tools and Etiquette3 min read
  3. 15Writing Knowledge Base Articles3 min read
  4. 16Course Project: Set Up and Run a Mock Helpdesk3 min read
  5. QuizModule quiz, 4 questions

Final project

Set Up and Run a Mock Helpdesk for Savanna Logistics. A practical brief with ordered steps, what to produce and how to check your own work. You confirm it in your learner area.

Who it is for

  • Aspiring IT support and helpdesk technicians.
  • Office IT champions who look after colleagues' computers.
  • Career changers looking for an entry point into IT.

Not for you if you already work confidently with everything in the curriculum below. Look at the other cloud computing and devops courses instead.

Requirements

  • A Windows or Mac computer with internet access.
  • No prior IT experience is required; comfort using a computer day to day is enough.
  • Optional: a spare computer or a free virtual machine for practising installations and Linux commands.

What is included

  • 16 written lessons
  • 16 practical exercises
  • 4 module quizzes
  • A final project
  • Certificate of completion with a verification code
  • Lifetime access to what you buy

Questions about this course

What do I need before I start?

A Windows or Mac computer with internet access. No prior IT experience is required; comfort using a computer day to day is enough. Optional: a spare computer or a free virtual machine for practising installations and Linux commands.

What device do I need?

A phone, tablet or computer with a modern web browser and an internet connection. Lessons are written, so they work on slow connections.

How long do I have access?

Lifetime access to the full course or to any module you buy. All Access and Teams give 12 months of access to every course.

Can I get a refund?

Yes: a full refund within 14 days of purchase if you have completed less than 30% of the course (or of the module, for a single module). Read the refund policy.

Should I buy a module or the full course?

A module (USD 10) unlocks that module's lessons and quiz. The full course (USD 49) unlocks everything and leads to the certificate. If you buy modules first, each one you own is credited at USD 10 when you buy the full course.

Which currency will I pay in?

US dollars (USD). Prices include all taxes where applicable. Your bank may apply its own conversion fee. Card payment is being set up with our bank. After you place your order we email you payment instructions within one working day; your access starts as soon as payment is confirmed.

Cloud Computing and DevOps learning path

All 11 open courses in this subject for USD 269. Bought separately they cost USD 449, so you save USD 180.

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