IT support and helpdesk fundamentals

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 5 details that are specific to your organisation.

See the live deck See the full outline

Try the course Preview the survey

Length: 40 min
Lessons: 6 lessons
Frequency: At onboarding of support staff and apprentices
Last reviewed: 21 Oct 2026

Operating systems and common faults

What would you do?

A laptop is slow

Try it: this is one of 17 interactive activities in the course.

What's included

Three pieces that work together

Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.

Self-paced course

Short lessons with real workplace scenarios, not walls of text.

6 lessons, about 40 minutes
Sorting activity, scenario, process, timeline and quizzes

Live session deck

An AhaSlides presentation to run after the course, in person or online.

10 slides
Quiz, poll, ranking, word cloud slides
A closing slide for your contacts

Two surveys

Find out what landed, and whether people use it on the job.

Post-course feedback, about 2 minutes
30-day check-in
Anonymous by default
Results feed your next refresher

Learning objectives

At the end of this course, learners can

Each objective and the lesson that covers it.

ID	Objective	Source	Where it's covered
TO 247.0	Achieve ≥ 80% on the final assessment	-	Whole course
SO 247.1	Identify common hardware and mobile devices	CompTIA A+ objectives [check before build]	Whole course
SO 247.2	Recognise common operating system faults	CompTIA A+ objectives [check before build]	Whole course
SO 247.3	Explain storage and RAID levels in plain terms	CompTIA A+ objectives [check before build]	Whole course
SO 247.4	Apply basic networking checks	CompTIA A+ objectives [check before build]	Whole course
SO 247.5	Use a troubleshooting method, handle the customer well and escalate with a good ticket + your info	Best practice	Whole course

Your part: what a template can't do for you

Your workplace details: fill in the 5 highlighted fields so the course describes your own policies, contacts and locations.
Records: record completion in your own LMS or record system.

5 min

ChecksProcess

The Wi-Fi faultScenarioQuiz

Troubleshooting method, customer handling and escalation

3 pages

7 min

MethodProcess

TicketChecklistYour infoKey fact

PracticeQuizKey factNoteButtonYour info

Live deck and surveys

10 slides to run live, two surveys to close the loop

Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.

ContentTitle, agenda, "bring a funny fault

PollHow long in IT support?

QuizFirst check for a laptop that will not turn on? (Charger and power ✔)

ContentHardware, faults, the method

RankingRank troubleshooting steps: identify, test theory, fix, verify, document

QuizOne user cannot connect to Wi-Fi. Start with? (That user's device ✔)

Word cloudThe strangest fault you have seen

ScaleHow confident are you following the method?

Q&AAsk the trainer anything

Content · customiseClosing {{HELP_CONTACT}}, {{COURSE_URL}}, {{SURVEY_2_URL}}

Post-course feedback: 11 questions, about 2 min

Overall rating 5 stars
Relevant, realistic, right length, helpful activities agree/disagree grid
What was most useful? multi-select
Confidence before this course, and now 1-5 scale
Confidence in hardware · operating systems · storage · networking · tickets grid
Do you follow a method? multiple choice
Which fault do you find hardest? short text
I can say ‘I do not know this fault’ without feeling judged. 1-5 scale
One thing we should change or add open text
Would you recommend this course? NPS

30-day check-in

Have you used what you learned since the course? multiple choice
How confident are you today? Compare with day 1 1-5 scale
Do you know where to find the troubleshooting method and ticket guide? yes / no / not sure
A moment where the training helped, or where you weren't sure open text
Which topics should the next refresher focus on? ranking

Results show whether people use the training on the job, not just whether they finished it.

Make it yours

5 fields to fill in, and you're ready

Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.

Who to ask for help or to report a concern{{HELP_CONTACT}}
Where completion is recorded{{LMS_OR_RECORD_SYSTEM}}
Link to the post-course and 30-day survey{{SURVEY_2_URL}}
Link to the self-paced course{{COURSE_URL}}
Link to the baseline survey{{SURVEY_1_URL}}

FAQ

Common questions

Can I run IT support and helpdesk fundamentals training online?

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

How often is this training needed?

At onboarding of support staff and apprentices.

Who needs this training?

First-line support staff, apprentices and field technicians; run by IT support and apprenticeship programmes.

What records should I keep?

Record completion in your own LMS or record system, so you can show who finished the course and when.

Can I edit the content?

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

Related templates

Often taught together

All Systems and networks templates →

Global

Linux, server and virtualisation administration

System administrators · Systems and networks

45 min

Global

Network engineering and networking certification prep

Network engineers · Systems and networks

45 min

Last reviewed: 21 October 2026Templates are a starting point, not legal advice.

Ready to run it?

Open the live deck to see how the session runs alongside the course and both surveys.

See the live deck