Become an IT Support Specialist
Practise the core work of IT support: a busy helpdesk queue, a facilities helpdesk and an outage review.
Each module has short lessons with a check question, then a graded simulation. About 3 hours in total, at your own pace.
- Module 1: The Monday helpdesk queue
Seven requests are waiting on a Monday morning. Score and order the queue, report a possible account takeover with the facts security needs, and handle a new starter's access request without copying another person's access.
- Module 2: The Monday helpdesk at Calloway House
Twelve requests after a wet weekend: a trapped person, a leak onto a desk, a stuck fire exit, cold offices and a few things that are not yours to fix. Triage them, get approval where you need it, and tell tenants the truth about who pays.
- Module 3: Review the checkout outage
Customers could not pay for about an hour and a half on a busy Saturday. Rebuild the timeline and impact from the logs, write a blameless review that fixes conditions rather than people, book the review and brief customer care without promising what you cannot keep.
Skills you will practice
- De-escalating an angry customer
- Escalating with the facts
- Handling a maintenance request
- Handling service outages
- IT helpdesk triage
- Keeping records others can use
- Managing stakeholder expectations
- Managing user access
- Persuading with evidence
- Phishing awareness
- Root cause analysis
- Running a post-incident review
- Saying no with reasons
- Triaging security alerts
- Written communication
Frequently asked questions
What is a Skill Path?
A Skill Path is a short course built around real work. Each module has two or three short lessons, then a simulation where you do the job in a fictional company. Your work in each simulation is graded against a rubric.
How long does a Skill Path take?
Most Skill Paths take three to five hours in total. You can stop at any point and pick up where you left off. There are no deadlines.
What do I get when I finish?
When every simulation in the path is complete and graded, you earn a FinderK credential. It lists the work you did and the skills it shows. You can keep it private or share a link to it, for example on LinkedIn.
How much does a Skill Path cost?
Some Skill Paths are included with FinderK Plus, which has a free trial. Others are sold once at a fixed price and stay yours. You can read the first module's lessons for free before you decide.
Do I need experience?
No. Each path states its level. Beginner paths assume no previous experience in the role, and the lessons explain the ideas you need before each simulation.