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IT Help Desk / Service Desk / Technical Support Engineer

Get job-ready for global IT support roles with hands-on training in Office 365, Windows Server, VPN, AD, DNS, GPO, and real ticketing tools. Designed for freshers and career switchers, this course transforms you into a professional L1 support engineer trusted by companies worldwide.

Who Should Join?

  • Fresh graduates (any stream) with basic computer knowledge

  • Non-tech professionals wanting to enter the IT industry

  • BPO / call center agents aiming for tech process role

  • IT beginners who completed System Engineer course

  • Career switchers from banking, retail, or general admin

Prerequisites

  • Completed “System Engineer” course

  • Good English communication (spoken & written)

  • Basic understanding of Windows OS

  • No prior job experience required

Complete Course Curriculum

  • Help Desk & Global Support Ecosystem

    • Role of Help Desk, Service Desk & Support Teams

    • Shift models, escalation flow, SLA concept

    • Tools: ServiceNow, ZohoDesk, Freshdesk

  • Voice Process, Client Communication & Email Etiquette

    • Inbound & outbound call structure

    • Greeting, probing, resolving, and call closure

    • Voice tone, escalation language, empathy

    • Writing proper ticket notes & escalation emails

  • Office 365 Administration & User Support

    • Admin Center overview

    • User, license, MFA setup

    • Outlook troubleshooting: OST/PST, profiles

    • Shared mailboxes, permissions

    • Teams/OneDrive issues and resolution

    • PowerShell basics for O365

  • Windows Server Support (AZ-800 Integrated)

    • Domain join, AD Users/OUs

    • GPO: lock screen, USB restrictions, drive mapping

    • DNS zone config & troubleshooting

    • DHCP scope config & IP issues

    • BitLocker, FSRM, Storage Spaces

    • Hybrid Identity: Azure AD Connect basics

  • VPN & Remote Access Tools

    • VPN setup: FortiClient, Cisco AnyConnect

    • Common VPN issues: DNS, split-tunnel, auth fail

    • Remote tools: RDP, TeamViewer, Quick Assist

    • Shared folder access, printer redirection

  • ITSM & Ticket Handling

    • ITIL Framework: Incident, Request, Problem

    • SLA timers, breach rules, priority & urgency

    • Ticketing workflow simulation (ServiceNow/Freshdesk)

    • Categorization, escalation, closure summary

  • Capstone Project – Simulated Help Desk

    • Simulated live shift handling 5–7 tickets

    • Handle: email login, printer issue, VPN fail, AD lockout

    • Full lifecycle: Call + Ticket + Remote resolution

    • Escalation report + final feedback from Jameel Ahmad

Why This Course

  • “Most tech courses teach features. I teach how to fix real-world problems while you're on a call, under pressure, and racing against SLAs. This course gives you the edge every support job demands.”
    — Jameel Ahmad

​

  • This course is designed to prepare students for international IT helpdesk and support roles, blending technical mastery with live communication, ticket handling, and issue resolution. It's built around real tools, global voice process flows, and AZ-800-based systems admin training — exactly what MNCs expect.

Tools, Platforms & Equipment Used

  • Windows Server 2019/2022

  • Office 365 Admin Center

  • Active Directory, DNS, GPO, DHCP

  • ServiceNow / Freshdesk / Zoho Desk

  • RDP, TeamViewer, Quick Assist

  • VPN Clients – Cisco, Fortinet

  • PowerShell for Admin tasks

Training Format

  • 6 Weeks Total

  • 4 Days/week (Theory + Hands-on Lab)

  • Final Week: Full Simulation + Feedback

Seats limited to 12 per batch to ensure device access.

Image by Deliberate Directions

Certifications You'll Receive

Completion letter + mock interview assistance

Certified Help Desk / Tech Support Engineer

O365 Support & Remote Admin Badge

Windows Server – AZ-800 (Practical Level) Certificate

ITSM Ticketing Professional

Capstone Simulation Certificate

After completion of this course

Job Roles You Can Apply For

Job Role
Industry
Tier 1 Incident Handle
MSPs & Infra Support Teams
Remote Support Tech
WFH IT roles
Office365 Tech Support
Microsoft / Capgemini
Service Desk Analyst
Banking, Telecom
IT Help Desk Engineer
IT / BPO / Global MNCs
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Why Learn from Jameel Ahmad?

Jameel doesn’t teach from slides — he teaches from live systems. With 20+ years in IT infrastructure and global support, and his own in-house datacenter for practical learning, you’ll not just study tech — you’ll perform like a professional.

Students trained by Jameel have been placed in Infosys, Capgemini, Wipro, HCL, and international tech support projects.

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