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EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
IT & Digital Skills

Technical Support and Service Desk Skills

Duration
3 Days
Delivery
In-house, public or online
From
R13,000 per delegate
Certificate
On completion
Course overview

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.

What you will be able to do
  • 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
Course outline
01
The service desk role and how it is actually judged
02
Logging, categorising and recording incidents usefully
03
Structured fault diagnosis and questioning technique
04
Prioritisation by business impact
05
Explaining technical matters to non technical users
06
Escalation: when, to whom and with what information
07
Problem management and removing recurring causes
Upcoming public sessions
DatesVenueDurationFee per delegate
2 to 4 Nov 2026Pretoria3 DaysR13,000
23 to 25 Nov 2026Durban3 DaysR13,000
11 to 13 Jan 2027Cape Town3 DaysR13,000
8 to 10 Mar 2027London3 DaysUS$1,500
17 to 19 May 2027Dubai3 DaysUS$1,500
13 to 15 Jul 2027Pretoria3 DaysR13,000
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