Bang Ti Lenydoor

IT Support & Help Desk Professional Certificate

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Course cover: IT Support & Help Desk

About Course

NewThis certificate just launched and is open for enrollment now.

The IT Support & Help Desk Professional Certificate teaches the practical, everyday skills of looking after computers, phones and users in small organisations, schools and NGOs. It is designed for people in South Sudan and East Africa who work with shared and older devices, limited bandwidth and intermittent power, and it uses only pen and paper or free tools.

The course has six modules and 23 written lessons. You will learn the help desk role, customer care and ticketing, a clear troubleshooting method, everyday Windows and Android support, accounts and backups, basic network and email problems, and security habits. Each lesson has learning objectives, a worked example, a practical activity, reflection questions and key terms. It focuses on the support process and refers to the separate courses on computer maintenance, basic networking and cybersecurity by name rather than repeating them.

There is a quiz after every module and a 12-question final examination, plus a capstone project in which you build a help-desk starter pack for a fictional small NGO office. The course takes about 20 hours at your own pace, so you can study in short sessions whenever time, power and data allow.

On completion you receive a Bang Ti Lenydoor certificate of completion. This certificate is not an accredited qualification, and the course does not promise jobs, income or funding. It offers practical knowledge and habits that you can apply and build on.

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What Will You Learn?

  • Explain the help desk role and the difference between incidents, requests and problems
  • Communicate calmly and clearly with stressed users
  • Record, prioritise and track requests with a paper or spreadsheet ticket log
  • Troubleshoot power, printer, peripheral and device faults with a step-by-step method
  • Support Windows and Android devices, user accounts, updates and backups
  • Diagnose basic wifi, internet and email problems and escalate with clear notes
  • Apply practical security habits for passwords, phishing, malware and sensitive data
  • Build a help-desk starter pack with documentation and a simple knowledge base

Course Content

Module 1: The Help Desk Role, Customer Care and Ticketing (Weeks 1-4)

  • What an IT Support and Help Desk Role Really Involves
  • Customer Care and Communication With Users
  • Tickets: Recording, Prioritising and Tracking Requests
  • Setting Up a Simple Help Desk With Pen, Paper and Free Tools
  • Module 1 Quiz: The Help Desk Role, Customer Care and Ticketing

Module 2: Troubleshooting Method and Common Hardware Problems (Weeks 5-8)

Module 3: Windows, Android, Accounts, Updates and Backups (Weeks 9-12)

Module 4: Networks, Wifi, Internet and Email Support (Weeks 13-15)

Module 5: Security Hygiene, Malware, Passwords and Safe Data Handling (Weeks 16-19)

Module 6: Documentation, Escalation, Capstone and Final Examination (Weeks 20-24)

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