ENCSE ELEVATE · Foundation
ELEVATE Managed IT Services – Foundation
Master IT support fundamentals, ticketing and first-line troubleshooting skills
Best for: Help desk & support staff · Duration: 1 day · Delivery: Onsite or Virtual
What you’ll learn in Foundation
- IT support fundamentals & user communication — Develop essential IT support skills: how to diagnose and communicate with end users effectively, manage expectations and deliver a positive support experience.
- Ticketing systems & issue classification — Learn how to use ITSM ticketing platforms such as ServiceNow, Freshservice or Jira Service Management: log issues, classify by priority and type, and track resolution.
- Hardware & software troubleshooting basics — Apply structured troubleshooting methodology to common hardware and software problems: connectivity issues, OS errors, printer problems and application failures.
- Escalation paths & SLA awareness — Understand how escalation paths work in IT support organisations, what service level agreements (SLAs) mean for response and resolution times, and how to manage escalation professionally.
Who should attend
The Foundation level is for help desk and first-line IT support staff who are new to the role or looking to formalise their support skills and service delivery approach.
- Help desk and service desk staff
- First-line IT support technicians
- IT apprentices and entry-level support staff
- Customer-facing technical support representatives
Prerequisites: No prerequisites required. This programme is designed to be accessible to all staff and professionals, regardless of technical background.
Frequently Asked Questions
- What does Foundation cover?
- Foundation covers IT support essentials: user communication, ticketing systems and issue classification, hardware and software troubleshooting methodology, and escalation paths with SLA awareness.
- How long is the Foundation training?
- The Foundation workshop runs for 1 day. It is designed for entry-level support staff and new joiners.
- How is Foundation delivered?
- Delivered onsite or virtually with role-play scenarios and practical exercises on ticketing platforms.
Other levels in this program
Request Managed IT Services Foundation Training
Get in touch to receive a customised training proposal for your organisation. We’ll tailor the programme to your team size, schedule and learning objectives.
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