Technical Support and Service Desk Skills
A service desk is judged on how users feel as much as on whether the fault was fixed. This course combines structured fault diagnosis with the communication skills that turn a frustrating outage into a decent experience.
Course outline
What this programme covers, module by module.
- 01The service desk role and how it is actually judged
- 02Logging, categorising and recording incidents usefully
- 03Structured fault diagnosis and questioning technique
- 04Prioritisation by business impact
- 05Explaining technical matters to non technical users
- 06Escalation: when, to whom and with what information
- 07Problem management and removing recurring causes
What you will gain
- Log and categorise incidents accurately
- Diagnose faults through structured questioning
- Prioritise by business impact rather than by who shouts
- Communicate clearly with non technical users
- Escalate at the right moment with the right information
- Use incident data to remove recurring causes
Who should attend
- Service desk and support analysts
- IT technicians and field support staff
- Support team leaders
- Staff moving into technical support roles
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 2 to 4 Nov 2026 | Pretoria | 3 Days | R13,000 | |
| 23 to 25 Nov 2026 | Durban | 3 Days | R13,000 | |
| 11 to 13 Jan 2027 | Cape Town | 3 Days | R13,000 | |
| 8 to 10 Mar 2027 | London | 3 Days | US$1,500 | |
| 17 to 19 May 2027 | Dubai | 3 Days | US$1,500 | |
| 13 to 15 Jul 2027 | Pretoria | 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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