IT Service Desk Training Curriculum

🎯 Roles & Salary Bands

Level 1: IT Service Desk Analyst (Entry)

0–1 year $35k – $45k / year

Common Titles: IT Service Desk Analyst, Help Desk Technician, IT Support Specialist Level 1, Desktop Support Technician

Key Responsibilities: First-line support, ticket logging, basic troubleshooting, password resets, user account management

Level 2: IT Service Desk Specialist (Intermediate)

1–3 years $45k – $60k / year

Common Titles: Service Desk Specialist, Help Desk Analyst II, IT Support Specialist L2, Technical Support Specialist

Key Responsibilities: Advanced troubleshooting, escalations, light sysadmin, user training, process improvement

Level 3: Team Lead / Manager (Senior)

3–5 years $60k – $85k / year

Common Titles: Service Desk Manager, Help Desk Lead, IT Operations Supervisor, Team Leader

Key Responsibilities: Team management, SLA monitoring, vendor coordination, budgeting, strategy

📚 Core Curriculum (6–9 Months)

Module 1: IT Fundamentals & Computer Hardware

4 weeks

Computer Architecture & Components
Hardware Troubleshooting
Peripheral Devices & Connectivity
Basic Networking Concepts
Storage Systems & Memory
Mobile Device Support

Module 2: Operating Systems

5 weeks

Windows 10/11 Administration
macOS Support Basics
Linux Fundamentals
User Account Management
Group Policy & Security Settings
System Performance Optimization
Backup & Recovery Procedures

Module 3: Networking & Connectivity

4 weeks

TCP/IP & Network Protocols
DHCP, DNS, and Network Services
Wireless Network Configuration
Network Troubleshooting Tools
VPN Setup & Support
Firewall Basics

Module 4: Software Apps & Productivity Suites

3 weeks

Microsoft 365 Administration
Google Workspace Support
Software Installation & Deployment
Application Troubleshooting
License Management
Browser Configuration & Issues

Module 5: ITIL & Service Management

3 weeks

ITIL 4 Foundation Concepts
Incident Management
Problem Management
Change Management
SLAs
Configuration Management

Module 6: Ticketing Systems & Documentation

2 weeks

ServiceNow
Jira Service Management
Freshservice & Zendesk
Ticket Classification & Prioritization
Knowledge Base Management
Reporting & Analytics

Module 7: Security Fundamentals

3 weeks

Cybersecurity Basics
Malware Detection & Removal
Password Management
Multi-Factor Authentication
Data Protection & Privacy
Security Incident Response

Module 8: Cloud Services & Remote Support

3 weeks

Microsoft Azure / M365
AWS Basics
Google Cloud Platform
Remote Desktop Support
VPN Configuration
Cloud Security Basics

Module 9: Customer Service & Communication

2 weeks

Professional Communication
Conflict Resolution
Customer Service Excellence
Technical Writing
Presentation Skills
Cross-Cultural Communication

Module 10: Advanced Topics & Specialization

3 weeks

Database Basics (SQL)
PowerShell Scripting
Mobile Device Management (MDM)
Virtualization Concepts
Project Management Basics
Team Leadership Skills

🛠️ Hands-On Projects (Portfolio Builders)

Project 1: Complete IT Infrastructure Setup

Small office network (10 workstations), domain setup, user accounts, security policies.

Project 2: Help Desk Ticketing System

Configure ServiceNow/JSM, workflows, SLAs, and monthly reporting.

Project 3: Security Incident Response

Simulate malware response: containment, removal, lessons learned.

Project 4: Cloud Migration

Migrate on-prem email to Microsoft 365 with change management & training.

Project 5: Mobile Device Management

Implement MDM for ~50 devices: policies, app deployment, security.

Project 6: Performance Optimization

Tune slow endpoints, baseline vs. improved metrics, document fixes.

📅 6–9 Month Training Timeline

M1–2

Foundation: IT Fundamentals, Hardware, OS, Basic Networking

M3–4

Technical: Advanced OS, Apps, ITIL, Ticketing

M5–6

Specialization: Security, Cloud, Communication, Advanced Topics

M7–9

Projects & Certs: Portfolio, exam prep, job search

🏆 Recommended Certifications

CompTIA A+
Hardware & software support

CompTIA Network+
Networking fundamentals

ITIL 4 Foundation
Service management

Microsoft 365 Certified
Cloud productivity

HDI Support Center Analyst
Help desk specialization

CompTIA Security+
Security fundamentals

📊 Global Job Market Statistics (2024–2025)

37,000+

Service Desk Jobs in USA (LinkedIn)

12,000+

Service Desk Jobs in UK (LinkedIn)

8,500+

Service Desk Jobs in Canada (LinkedIn)

15,000+

Service Desk Jobs in Australia (LinkedIn)

25,000+

Help Desk Jobs in Europe (Indeed)

18,000+

IT Support Jobs in APAC (Indeed)

Regional Breakdown

North America

🇺🇸 USA: 45,000+
🇨🇦 Canada: 8,500+
🇲🇽 Mexico: 3,200+

Europe

🇬🇧 UK: 12,000+
🇩🇪 Germany: 8,500+
🇫🇷 France: 6,200+
🇳🇱 Netherlands: 4,100+

Asia-Pacific

🇦🇺 Australia: 15,000+
🇮🇳 India: 22,000+
🇸🇬 Singapore: 2,800+
🇯🇵 Japan: 5,500+

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