IT support fundamentals
Learn how computers and networks fit together, then work simulated support tickets the way a help desk does: triage, diagnose, fix and record.
- hours
- 20
- units
- 4
- lessons
- 20
- Certificate level
- 3
About this course
Learn how computers and networks fit together, then work simulated support tickets the way a help desk does: triage, diagnose, fix and record.
Who it is for
People starting in IT support, office managers and the person everyone asks to fix the printer.
Paces
Standard · Flexible
What you will be able to do
- Describe how computers, operating systems and networks fit together
- Diagnose common hardware, software and connectivity problems
- Follow a support process: ticket, triage, fix, record
- Apply basic security hygiene for users and devices
Curriculum
4 units · 20 topics · 20 hours
01How it all fits together5 lessons · 5 hours
Outcome: Describe how computers, operating systems and networks fit together
- L01Hardware parts and what they do60 min
- L02Operating systems and files60 min
- L03Users, accounts and permissions60 min
- L04Networks, IP addresses and DNS60 min
- L05Wi-Fi, routers and the internet60 min
- ✓Unit check: show this outcome with evidence
02Diagnosing problems5 lessons · 5 hours
Outcome: Diagnose common hardware, software and connectivity problems
- L06A method for troubleshooting60 min
- L07Hardware and peripheral faults60 min
- L08Software and update problems60 min
- L09Connectivity problems60 min
- L10Using logs and built-in tools60 min
- ✓Unit check: show this outcome with evidence
03The support process5 lessons · 5 hours
Outcome: Follow a support process: ticket, triage, fix, record
- L11Tickets and what to record60 min
- L12Triage and priority60 min
- L13Talking to users clearly60 min
- L14Escalation and handover60 min
- L15Writing resolution notes60 min
- ✓Unit check: show this outcome with evidence
04Security hygiene5 lessons · 5 hours
Outcome: Apply basic security hygiene for users and devices
- L16Passwords and multi-factor sign-in60 min
- L17Phishing and social engineering60 min
- L18Updates, backups and recovery60 min
- L19Protecting devices and data60 min
- L20Capstone: three tickets end to end60 min
- ✓Unit check: show this outcome with evidence
How each live lesson runs
Every topic is one live lesson of an hour. Your instructor and mentor are AI, and they say so.
Whiteboard · Idea
Hardware parts and what they do
- Marek Quint explains one idea at a time on the whiteboard, in plain words.
How you are assessed
What you hand in
Resolution notes for simulated support tickets
Final check
Resolve three simulated tickets end to end
Certificate level 3
You showed the skill
Your evidence was assessed against the course's standard, and a person signs this certificate.
Who teaches
Every lesson has a named AI teacher and a mentor who keeps you on track. Both are AI, and every screen says so.
- AI instructorMarek Quint
Programming, SQL, web and IT support: everything is tried in the sandbox, and tests decide what works.
- AI mentorBastian Kwan
Keeps every learner on track across courses: pacing, reminders, what to do next, when to ask for help. Never gives answers to the check.
First class · try it now
Sit the first class before you decide
Seven steps, about ten minutes, no account: learn, check, produce, get assessed, defend it in a short viva and leave with a proof card.
More in this category
Digital, AI & Software
Introduction to programming with Python
Write real Python from the first hour. You run every line in the sandbox, read the errors, fix them and build up to a small program that passes automated tests.
Digital, AI & Software
Querying data with SQL
Ask a database real questions and get answers you can defend. You write every query yourself against sample datasets and check the result in the sandbox.
Digital, AI & Software
Your first website with HTML and CSS
Build a real one-page website from an empty file: clean HTML, modern CSS layout, a page that works on a phone and passes basic accessibility checks.
