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EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
IT & Digital Skills
Technical Support and Incident Triage
Duration
3 Days
Delivery
In-house, public or online
From
R13,000 per delegate
Certificate
On completion
Course overview
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.
What you will be able to do
- 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
Course outline
01
Why support teams drown
02
Triage: impact, urgency and priority
03
Systematic diagnosis before escalation
04
First contact resolution and what enables it
05
Communicating with frustrated users
06
Escalation with the information the next team needs
07
Recurring issues, problem management and permanent fixes
Upcoming public sessions
| Dates | Venue | Duration | Fee per delegate |
|---|---|---|---|
| 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 exclude VAT. This course can also be delivered in-house at your premises on dates that suit your team, or live online.
To book or ask for an in-house quote
Reply to the email this brochure came with, call +27 81 041 7673, or visit eubiz.co.za and open this course.
EasyUphill Training & ConsultingTailored training that moves teams forward.
+27 81 041 7673 · training@eubiz.co.za
68 Sunstone Street, Germiston, 1401 · eubiz.co.za
68 Sunstone Street, Germiston, 1401 · eubiz.co.za