The Service Helpdesk & Technical Support Level 3 Advanced Diploma is designed to provide learners with a strong foundation in the principles and practices of IT support services. Whether you're aiming to become a first-line support technician or want to expand your knowledge in IT service management, this course is structured to offer both practical and theoretical knowledge for immediate application in the workplace.

The programme begins with an overview of IT service desk operations, focusing on key roles, responsibilities, and best practices, as well as the ITIL framework that underpins many ITSM environments. Students then dive into essential hardware and software troubleshooting, learning how to diagnose and resolve common technical issues across multiple operating systems, including Windows, macOS, and Linux.

The course also covers fundamental networking concepts such as TCP/IP, network setups, and resolving connectivity problems, alongside essential cybersecurity principles to safeguard data and systems. As the curriculum progresses, learners explore advanced troubleshooting techniques, escalation protocols, and effective use of remote support tools.

Customer service is at the heart of this diploma, with dedicated lessons on communication skills, handling difficult situations, and maintaining service-level agreements (SLAs). Modules on IT service management introduce key processes such as incident, change, and problem management—critical for efficient and reliable IT operations.

Learners will explore emerging technologies like cloud computing, IoT, AI, and automation in IT support, preparing them for the future of the industry. The course concludes with career development training, covering CV building, interview prep, and soft skills. A final capstone project or internship allows students to apply their skills in real-world scenarios, enhancing both confidence and employability.