Technical Support and Incident Triage
Support teams drown when everything is treated as equally urgent and nothing is diagnosed before escalation. This course covers triage, diagnosis and resolving issues at first contact.
Course outline
What this programme covers, module by module.
- 01Why support teams drown
- 02Triage: impact, urgency and priority
- 03Systematic diagnosis before escalation
- 04First contact resolution and what enables it
- 05Communicating with frustrated users
- 06Escalation with the information the next team needs
- 07Recurring issues, problem management and permanent fixes
What you will gain
- Triage incidents by impact and urgency
- Diagnose systematically before escalating
- Resolve common issues at first contact
- Communicate with users under pressure
- Escalate with the information the next team needs
- Identify recurring issues worth fixing permanently
Who should attend
- Service desk and support staff
- IT technicians and administrators
- Support team leaders
- Staff moving into technical support roles
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 2 to 4 Nov 2026 | Durban | 3 Days | R13,000 | |
| 23 to 25 Nov 2026 | Cape Town | 3 Days | R13,000 | |
| 8 to 10 Dec 2026 | Johannesburg | 3 Days | R13,000 | |
| 11 to 13 Jan 2027 | London | 3 Days | US$1,500 | |
| 22 to 24 Feb 2027 | Dubai | 3 Days | US$1,500 | |
| 19 to 21 Apr 2027 | Pretoria | 3 Days | R13,000 | |
| 5 to 7 Jul 2027 | Durban | 3 Days | R13,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- IT & Digital Skills
- Formats
- In-house, public, online
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