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Do you like the thought of being on the frontline of technical support to the end users in an organisation? Excellent problem-solving skills to resolve issues by diagnosing and evaluating complex problem situations. The ability to perform root cause analysis and recommend procedures and controls to prevent future problems are just a few skills managers look for in hiring.

Our Become a Service Desk Analyst programme package brings together a broad and in-depth understanding of IT using CompTIA A+, and CompTIA Network+ alongside the ITIL Foundation in IT Service management which provides you with a clear understanding of how ITSM helps organizations create value. The course gives learners a framework to optimize the efficiency, speed, and evolution of services. You will also be ready to utilize proven ITIL practices and tools, pass the ITIL Foundation exam, and begin supporting permanent improvements in any organization Our package includes the official CertMaster CompTIA A+ Combo Core 1 & 2 and CompTIA Network+ as well as the international recognised PeopleCert ITIL 4 Foundation certification course.

What's Included
CompTIA Certmaster Learn, Practice and Labs, including exam vouchers. For ITIL® 4 Foundation we include an exam voucher (T&Cs apply), handbook included, tutor support, quizzes & practice exams.

Module Outline

CompTIA A+ Core 1
Lesson 1: Installing and Configuring PC Components
Lesson 2: Installing, Configuring, and Troubleshooting Display and Multimedia Devices
Lesson 3: Installing, Configuring, and Troubleshooting Storage Devices
Lesson 4: Installing, Configuring, and Troubleshooting Internal System Components
Lesson 5: Network Infrastructure Concepts
Lesson 6: Configuring and Troubleshooting Networks
Lesson 7: Implementing Client Virtualization and Cloud Computing
Lesson 8: Supporting and Troubleshooting Laptops
Lesson 9: Supporting and Troubleshooting Mobile Devices
Lesson 10: Installing, Configuring, and Troubleshooting Print Devices

CompTIA A+ Core 2
Lesson 1: Supporting Operating Systems
Lesson 2: Installing, Configuring, and Maintaining Operating Systems
Lesson 3: Maintaining and Troubleshooting Microsoft Windows
Lesson 4: Configuring and Troubleshooting Networks
Lesson 5: Managing Users, Workstations, and Shared Resources
Lesson 6: Security Concepts
Lesson 7: Securing Workstations and Data
Lesson 8: Troubleshooting Workstation Security Issues
Lesson 9: Supporting and Troubleshooting Mobile Devices
Lesson 10: Implementing Operational Procedures

CompTIA Network+
Lesson 1: Comparing OSI Model Network Functions
Lesson 2: Deploying Ethernet Cabling
Lesson 3: Deploying Ethernet Switching
Lesson 4: Troubleshooting Ethernet Networks
Lesson 5: Explaining IPv4 Addressing
Lesson 6: Supporting IPv4 and IPv6 Networks
Lesson 7: Configuring and Troubleshooting Routers
Lesson 8: Explaining Network Topologies and Types
Lesson 9: Explaining Transport Layer Protocols
Lesson 10: Explaining Network Services
Lesson 11: Explaining Network Applications
Lesson 12: Ensuring Network Availability
Lesson 13: Explaining Common Security Concepts
Lesson 14: Supporting and Troubleshooting Secure Networks
Lesson 15: Deploying and Troubleshooting Wireless Networks
Lesson 16: Comparing WAN Links and Remote Access Methods
Lesson 17: Explaining Organizational and Physical Security Concepts
Lesson 18: Explaining Disaster Recovery and High Availability Concepts
Lesson 19: Applying Network Hardening Techniques
Lesson 20: Summarizing Cloud and Datacenter Architecture

ITIL® 4 Foundation
Module 1: Introduction to ITIL® 4 Foundation
Module 2: The Key Concepts of Service Management
Module 3: The Key Components of the ITIL® 4 Framework
Module 4: Overview of Key Practices in ITIL® 4
Module 5: Memory Game
Module 6: ITIL® 4 Awareness Wrap-Up

What Delegates Will Learn
CompTIA A+ certified professionals are proven, problem solvers. They support today’s core technologies from security to networking to virtualisation and more. CompTIA A+ is the industry standard for launching IT careers into today’s digital world.

CompTIA A+ is the only industry-recognised credential with performance testing to prove pros can think on their feet to perform critical IT support tasks. It is trusted by employers around the world to identify the go-to person in endpoint management & technical support roles. CompTIA A+ appears in more tech support job listings than any other IT credential.
This globally recognised vendor-neutral certification requires that you pass two exams: CompTIA A+ Core 1 Exam 220-1101 and Core 2 Exam 220-1102.

CompTIA Network+
Deploy and troubleshoot Ethernet networks.
Support IPv4 and IPv6 networks.
Configure and troubleshoot routers.
Support network services and applications.
Ensure network security and availability.
Deploy and troubleshoot wireless networks.
Support WAN links and remote access methods.
Support organizational procedures and site security controls.
Summarise cloud and datacenter architecture.

How the ITIL® 4 framework is structured:
The key elements of ITIL® 4, such as the four dimensions of service management and ITIL®'s Service Value System (SVS)
The terminology of the ITIL® 4 framework and how it is utilised in practice
The benefits of studying ITIL®4 for individuals and businesses
How the ITIL® 4 certification path works

Who Should Attend
Candidates hoping to pursue careers in IT management with one of the most valuable professional certifications on the market.