IT Support & Service Desk Technician

On Module 1, you will step into the shoes of a real IT support technician. You will physically handle desktop machines, configure BIOS settings, image devices from scratch, and troubleshoot boot failures — just like you would on your first day in a corporate IT environment. From new hire setups to black-screen recoveries, you’ll build foundational hardware confidence and learn to solve problems before they reach escalation.

On Module 2, you will take on the role of a desktop support technician resolving real-life user complaints. From profile errors to missing drives, you’ll build confidence solving problems under time pressure — just like in a real support queue. Your ability to communicate, troubleshoot, and document solutions will evolve dramatically throughout the day.

On Module 3, you will operate as an identity and access technician. You’ll troubleshoot user access across Microsoft 365 and Active Directory, handle urgent MFA requests, and apply GPOs to secure and customise user environments. These are tasks that many don’t touch until weeks into a job — and you’ll be doing them by the end of your third day.

On Module 4, you will deliver support like a remote IT agent. You’ll learn to diagnose and resolve issues using remote tools, managing users you can’t physically reach. The final simulation will challenge your speed, structure, and decision-making — giving you a true taste of a day on the job.

On Module 5, you will shift from being a technician to becoming a job candidate. You’ll reflect on your growth, organise your learnings, and practise telling your career story with confidence. You’ll build a job-ready CV, set up your job search tools, and sit a mock interview that reinforces everything you’ve learned — preparing you not just for the role, but for getting hired.