Focus: Core Concepts & First-Line Support Skills
This level is designed for those starting their IT journey or needing a strong refresher on the basics. It introduces core desktop support functions, operating systems, and basic networking. You’ll learn how to handle common user issues, log tickets, and communicate effectively with end users. The goal is to build confidence in resolving low-complexity issues independently.

Key Outcomes:

• Understand the role of desktop support in an IT environment. 
• Learn to diagnose and resolve common hardware and software issues.
• Gain fluency in handling support tools and remote assistance, and build essential communication and customer service skills.

Focus: Second-Line Support & Technical Depth
This level dives deeper into the tools and techniques needed to handle more complex problems that L1 support would typically escalate. It includes advanced troubleshooting, imaging systems, and network analysis tools. Learners also explore security concepts, group policies, and system deployment strategies, preparing them for more responsibility and autonomy on the job.

Key Outcomes:

• Handle escalated support tickets with technical confidence

• Deploy and manage systems using SCCM and imaging tools

• Troubleshoot and maintain enterprise software and hardware

• Understand compliance, ticket workflows, and SLA expectations

Focus: Escalated Issues, Infrastructure, and Leadership
Level 3 training prepares professionals to operate in senior technical roles, often within infrastructure or server support teams. The focus is on solving high-impact problems, conducting root cause analysis, managing updates and patches, and contributing to IT leadership. Participants also learn to guide junior staff and improve service delivery at scale.

Key Outcomes:

• Resolve complex technical issues escalated by L1 and L2

• Perform root cause analysis and long-term solutions

• Manage server environments and network performance

• Lead internal support training and ensure service excellence