Global

Basic IT troubleshooting and first-line support

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 10 details that are specific to your organisation.

See the live deckSee the full outline
Try the coursePreview the survey
Length
40 min
Lessons
6 lessons
Frequency
At onboarding, when a helpdesk team takes on new agents
Last reviewed
21 Oct 2026
Recognising scam support messages (grey areas)
What would you do?

A pop-up shows a phone number to call

Try it: this is one of 19 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
  • Scenario, process, tabs, sorting activity and quizzes

Live session deck

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

  • 11 slides
  • Quiz, poll, scale, open-ended 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.

IDObjectiveSourceWhere it's covered
TO 194.0Achieve ≥ 80% on the final assessmentnoneWhole course
SO 194.1Work through a problem in order: describe the symptom, find the likely cause, try the safest fixBest practiceWhole course
SO 194.2Try sensible first steps for common printer, wifi and slow-device problemsBest practice; organisation's IT policyWhole course
SO 194.3Keep devices updated, restart them and back up work as your organisation requiresBest practice; organisation's IT policyWhole course
SO 194.4Recognise a fake support message and report it instead of acting on itBest practice; organisation's security routeWhole course
SO 194.5Write a ticket that lets someone fix the problem first time, and know when to escalate + your infoBest practice; organisation's support routeWhole course

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

  • Your workplace details: fill in the 10 highlighted fields so the course describes your own policies, contacts and locations.
  • Records: record completion in your own LMS or record system.

Course outline

6 lessons, about 40 minutes

Minutes per lesson are an estimate, shared out by page count.

ContentInteractiveVideoYou customise
1

A printer that "just stopped": a structured approach from symptom to cause to fix

3 pages

8 min
Before you beginNoteList
An invented storyTextImage
Symptom, cause, fixProcessKey factQuiz
2

Common problems and routine care: printers, wifi, slow devices, updates, restarts and backups

3 pages

8 min
Common problems and first stepsTabs
Sort the symptomSorting activity
Routine careFlashcardsChecklistYour infoMatching quiz
3

Updates, restarts and backups as a routine

2 pages

5 min
Why they matterTimelineKey fact
Your routineAccordionYour infoYour infoMulti-select quiz
4

Recognising scam support messages (grey areas)

3 pages

8 min
ScenarioScenarioYour info
ScenarioScenario
ScenarioScenarioSorting activityQuiz
5

Writing a useful support ticket, when to escalate and where to ask

3 pages

8 min
What a good ticket holdsTabs
Fix this ticketFlashcardsChecklistText
Who to askProcessYour infoYour infoYour infoYour infoQuiz
6

Final assessment

1 page

3 min
PracticeQuizKey factNoteButtonYour info

Live deck and surveys

11 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
PollWhich problem do you hit most often?
ContentSymptom, cause, fix, and one change at a time
QuizA pop-up says your device is infected and gives a number. You… (Do not call, and report it ✔)
QuizOne person cannot print, everyone else can. Where do you start? (Their own connection and queue ✔)
QuizA caller from "IT" asks you to install a tool. You… (End the call and contact IT yourself ✔)
Content · customiseCustomise: our ticket route {{SUPPORT_TICKET_ROUTE}} and security route {{SECURITY_INCIDENT_ROUTE}}
ScaleHow confident are you writing a ticket that gets fixed first time?
Open-endedA problem I solved, and what finally worked
Q&AAsk the trainer anything
Content · customiseClosing {{IT_HELPDESK_CONTACT}}, {{COURSE_URL}}, {{SURVEY_1_URL}}, {{SURVEY_2_URL}}
Post-course feedback: 11 questions, about 2 min
  1. Overall rating 5 stars
  2. Relevant, realistic, right length, helpful activities agree/disagree grid
  3. What was most useful? multi-select
  4. Confidence before this course, and now 1-5 scale
  5. How many support tickets have you raised since the course? short text
  6. Did your last ticket include what you tried and the exact message? multiple choice
  7. Have you received a suspicious support message since the course, and what did you do? multiple choice
  8. I would ask IT for help straight away if I thought I had made a mistake. 1-5 scale
  9. One thing we should change or add open text
  10. Would you recommend this course? NPS
30-day check-in
  1. Have you used what you learned since the course? multiple choice
  2. How confident are you today? Compare with day 1 1-5 scale
  3. Do you know where to find the support ticket route and the security incident route? yes / no / not sure
  4. A moment where the training helped, or where you weren't sure open text
  5. 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

10 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.

  • It helpdesk contact{{IT_HELPDESK_CONTACT}}
  • Support ticket route{{SUPPORT_TICKET_ROUTE}}
  • Security incident route{{SECURITY_INCIDENT_ROUTE}}
  • It policy link{{IT_POLICY_LINK}}
  • Approved software list{{APPROVED_SOFTWARE_LIST}}
  • Backup or sync location{{BACKUP_OR_SYNC_LOCATION}}
Show all 10 fields
  • LMS or record system{{LMS_OR_RECORD_SYSTEM}}
  • Course URL{{COURSE_URL}}
  • Survey 1 URL{{SURVEY_1_URL}}
  • Survey 2 URL{{SURVEY_2_URL}}

FAQ

Common questions

Can I run basic IT troubleshooting and first-line support 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, when a helpdesk team takes on new agents, or after a period of high ticket volume for avoidable problems.

Who needs this training?

Staff who solve their own device problems, and junior helpdesk agents; run by the IT service desk with L&D.

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.

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Ready to run it?

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

See the live deck