Technology careers · Early access
IT Support Foundations
Build the structured troubleshooting and service habits behind dependable entry-level IT support.
Build the troubleshooting, communication and security habits behind dependable entry-level IT support.
About this course
A practical pathway for aspiring IT support technicians. Learn how to gather facts, triage issues, support users respectfully, document fixes and work safely around accounts, devices, networks and data.
Career relevance
Where this can take you
Useful for service desk, IT support technician, junior systems support and office-technology support roles.
Portfolio project: Produce a support portfolio with sample tickets, troubleshooting trees, escalation notes and a knowledge-base article.
Skills you will gain
Practical skills, not just theory
What you will learn
Triage common support requests using a repeatable process.
Communicate clearly with users while gathering accurate information.
Understand basic devices, networks, accounts and security controls.
Document fixes, escalations and knowledge-base articles professionally.
Built in private
A proper, guided course experience
Every module contains four paced lessons: core learning, workplace scenario, professional reflection and an applied decision lab. Learners complete practical workshops and portfolio evidence before the scored final assessment. Course materials remain locked until launch.
The role of IT support
Understand service, scope, user impact and professional boundaries.
Four guided lessons + applied workshop · Coming soon
Ticket triage and troubleshooting method
Gather symptoms, reproduce safely, isolate likely causes and document actions.
Four guided lessons + applied workshop · Coming soon
Hardware and operating system basics
Understand common device components, updates and safe first checks.
Four guided lessons + applied workshop · Coming soon
Networking foundations
Explain connectivity, Wi-Fi, IP concepts and escalation without unsafe changes.
Four guided lessons + applied workshop · Coming soon
Accounts, identity and access
Support approved access processes, passwords and account recovery safely.
Four guided lessons + applied workshop · Coming soon
Applications and productivity tools
Diagnose common application issues with clear evidence and user communication.
Four guided lessons + applied workshop · Coming soon
Security-aware support
Recognise phishing, malware indicators and sensitive-data risks.
Four guided lessons + applied workshop · Coming soon
Remote support and user experience
Assist users respectfully while protecting privacy and consent.
Four guided lessons + applied workshop · Coming soon
Documentation and knowledge management
Write useful tickets, incident notes and knowledge-base guidance.
Four guided lessons + applied workshop · Coming soon
Escalation and service management
Recognise when specialist, vendor or security escalation is needed.
Four guided lessons + applied workshop · Coming soon
Portfolio lab: support knowledge base
Create ticket examples, troubleshooting trees and user-facing guidance.
Four guided lessons + applied workshop · Coming soon
Final IT support capstone
Resolve a simulated multi-step support case with evidence and handover.
Four guided lessons + applied workshop · Coming soon
Extended workplace case study
Work through a realistic multi-step brief, make decisions with incomplete information and document a controlled response.
Four guided lessons + applied workshop · Coming soon
Advanced practice studio
Produce a stronger version of your practical artefact using feedback criteria, quality checks and a clear revision process.
Four guided lessons + applied workshop · Coming soon
Portfolio and career translation
Turn your learning into interview-ready evidence, a portfolio case study and a clear description of your contribution.
Four guided lessons + applied workshop · Coming soon
Professional mastery review
Bring the full programme together through a final scenario, evidence review, reflection and next-step development plan.
Four guided lessons + applied workshop · Coming soon
IT Support Foundations industry application lab
Apply it support foundations methods to a realistic sector brief with competing priorities, incomplete information and professional constraints.
Four guided lessons + applied workshop · Coming soon
Operational delivery and professional handover
Coordinate a complete delivery workflow, maintain the records another person needs and explain how versions, permissions, quality checks and handover are managed.
Four guided lessons + applied workshop · Coming soon
Decision simulation and stakeholder review
Respond to a realistic decision point, weigh evidence and trade-offs, then prepare a clear stakeholder update and escalation path.
Four guided lessons + applied workshop · Coming soon
Portfolio defence and development roadmap
Present your strongest learning evidence, answer challenge questions, identify a development gap and plan the next credible learning step.
Four guided lessons + applied workshop · Coming soon
Assessment and certificate
A simulated support case and final knowledge assessment. It does not authorise access to any real system or replace vendor certifications.
Who this is for
- ✓People exploring entry-level IT support or service-desk roles.
- ✓Administrators who support office technology.
- ✓Job seekers building a technical-support portfolio.