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2-Day Instructor-Led Programme
Learn to run a high-quality service desk workflow with strong ticket writing, SLA awareness, and confident escalation decisions.
Duration
2 Days
Price
$2,299
(was $1,799)
Pricing applies to the current cohort only. Book now to secure this rate.
Service Desk Essentials is a practical programme for anyone starting or strengthening their role in IT support. It focuses on the real mechanics of service desk work: how to capture issues properly, prioritise effectively, communicate clearly, and keep work moving until resolution.
Delivered through mentor-led sessions, you will work through practical scenarios that reflect real tickets and real customers, including difficult conversations, ambiguous symptoms, and competing priorities. You will learn how to protect service quality through consistent processes, evidence-based troubleshooting, and clean handovers.
Over two intensive days, you will build a usable toolkit of templates and behaviours you can apply immediately, improving ticket quality, customer satisfaction, and escalation efficiency. Aligned with recognised best practices including ISO, GDPR, NIST and SOC 2, ensuring skills remain practical and deployable in real organisations. All prices are exclusive of VAT (where applicable). Group enrolments and custom packages available.
Ticket writing drills, prioritisation exercises, and scenario simulations based on realistic support interactions.
Live mentor-led coaching with feedback on wording, handling, and escalation decisions.
Role-ready methods for triage, updates, customer handling, and clean handovers.
Design clear tickets that reduce back-and-forth.
Analyse incidents to set correct priorities.
Implement SLA-aware updates and follow-ups.
Lead effective escalation with strong evidence packs.
Communicate professionally in difficult conversations.
Evaluate service desk performance using practical metrics.
Basic computer and internet confidence
Comfortable writing short updates
Willingness to role-play scenarios
Step-by-step learning journey from basics to professional practice
Master these in-demand skills through hands-on practice
A clear view of the roles this programme supports, what typically comes next, and where learners progress over time
Choose the learning format that works best for you and your team
Instructor-Led Training
Join live instructor-led sessions from anywhere. Interactive, engaging, and flexible.
Price per person
Group enrolments and early planning options available.
All prices are exclusive of VAT where applicable. Group enrolments and custom packages available on request.
Not everyone learns best in a group. If you want focused guidance, faster clarity, and confidence you can use on the job, our 1-to-1 Fast-Track Training gives you private, mentor-led support tailored to your experience and goals.
"Many learners choose 1-to-1 when they want understanding, not memorisation."
Everything you need to know about the certification exams
Everything you need to know about this course
Yes. It starts with the basics of ticket quality and customer handling, then builds into prioritisation and escalation through practical scenarios.
Take the next step in your professional development