⌘CodeQuest
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IT Help Desk & Support

Work a real service desk: log tickets, triage priority, troubleshoot methodically, reset accounts safely, escalate well and keep customers happy.

🟢 Beginner6 lessons

  1. Lesson 1

    Lesson 1 — What a Help Desk Actually Does

    Who calls the service desk, what tiers mean, and how a ticket travels from report to resolution.

    60

  2. Lesson 2

    Lesson 2 — Priority, Impact and SLAs

    How to decide what to fix first using impact × urgency, and what a Service Level Agreement promises.

    70

  3. Lesson 3

    Lesson 3 — A Method for Troubleshooting

    Stop guessing: use a repeatable seven-step method, test one change at a time, and prove the fix.

    70

  4. Lesson 4

    Lesson 4 — Talking to Users Well

    Empathy, plain language, expectation setting and handling angry callers without losing control.

    70

  5. Lesson 5

    Lesson 5 — Verifying Identity and Staying Secure

    Password resets, MFA, social engineering of the help desk, and least privilege.

    80

  6. Lesson 6

    Lesson 6 — Escalation, Handover and Knowledge Base

    Escalate with evidence, hand over cleanly, and turn every fix into an article that prevents the next ticket.

    80