# Event Details - **Event Name**: IT Support & Helpdesk Foundations - **Event Start and End Date**: Mon, 07 Sep, 2026 at 06:00 pm – Mon, 02 Nov, 2026 at 08:00 pm (+01:00) - **Event Description**: Build helpdesk skills from scratch — empathy, troubleshooting, tickets, and documentation for 1st-line IT roles. Level: beginner · Ideal for: Adults returning to work or changing careers 8-week in-person programme at Hanwell Community Centre, Westcott Crescent, London W7 1PD · 8 sessions · Europe/London timezone What you will achieve Handle user requests with a professional helpdesk mindset and clear communication. Diagnose common hardware, software, and account issues using structured checklists. Document incidents and resolutions in ticket-style write-ups employers recognise. Understand networking and remote-support basics for modern workplaces. Leave with a helpdesk portfolio and mapped paths to support and apprentice roles. What we cover Helpdesk foundations Tickets, SLAs, and escalation paths Empathy and plain-English communication Documentation habits employers value Technical troubleshooting Hardware and peripheral basics Windows and macOS essentials Wi‑Fi, DNS, VPN, and connectivity intro Career pathways 1st-line support and service desk roles Field technician and IT apprentice routes Portfolio evidence for interviews Course structure Week 1 — Helpdesk mindset (Week 1 · 2 hours) Learn how support teams work and how to talk to users. Incident vs request — triage basics Tone, empathy, and setting expectations When to escalate and how to hand over Deliverable: Support communication cheat sheet. Week 2 — Hardware essentials (Week 2 · 2 hours) Laptops, monitors, docks, and peripherals without fear. Safe power-cycling and cable checks Display, keyboard, and mouse troubleshooting When a device needs repair vs reconfiguration Deliverable: Hardware triage checklist. Week 3 — Windows and macOS basics (Week 3 · 2 hours) Fix the issues users ask about most often. User accounts, updates, and restarts done properly Storage, startup items, and performance tips Installing approved software safely Deliverable: OS quick-fix runbook (5 scenarios). Week 4 — Networking intro (Week 4 · 2 hours) Understand Wi‑Fi, DNS, and VPN in plain English. Home vs office network differences “Can you hear me?” — AV and bandwidth basics VPN symptoms and first checks Deliverable: Connectivity troubleshooting flowchart. Week 5 — Accounts and access (Week 5 · 2 hours) Password resets, MFA, and least privilege. Identity basics: users, groups, permissions MFA lockouts and recovery paths Shared mailboxes and distribution lists (intro) Deliverable: Account issue runbook. Week 6 — Remote support (Week 6 · 2 hours) Guide users confidently over screen share. Remote session etiquette and consent Checklists for phone vs video support Security: verifying caller identity Deliverable: Remote support session template. Week 7 — Mock ticket queue (Week 7 · 2 hours) Practice triage, prioritisation, and user updates. Reading ticket queues and priorities Writing clear user-facing updates Closing tickets with useful documentation Deliverable: Five resolved ticket write-ups. Week 8 — Capstone — helpdesk portfolio (Week 8 · 2 hours) Assemble evidence and map your job search. Portfolio walkthrough: runbooks + tickets Roles map: 1st line, field tech, apprentice Interview talking points from your capstone Deliverable: Helpdesk portfolio pack for employers. Prerequisites Comfortable using a computer daily — no prior IT job required. Curiosity about how technology works behind the scenes helps. Delivery Eight weekly live sessions · 2 hours each · practice-heavy with realistic scenarios. Ideal if you are exploring IT support, service desk, or apprentice pathways. Funded and referral places may be available — contact NLCRC to enquire. Full course details: https://nlcrc.co.uk/courses-back-to-work-it-support Location: Hanwell Community Centre, Westcott Crescent, London W7 1PD Bookings and enquiries: nlcrc.co.uk · 020 3393 0948 - **Event URL**: https://allevents.in/london/it-support-and-helpdesk-foundations/100001996099927617 - **Event Categories**: workshops, sports, music, trips-adventures, entertainment, cycling, business - **Interested Audience**: - total_interested_count: 0 - **Event Highlights**: - Duration: 2 hours - Location: Hanwell Community Centre - Languages: English ## Ticket Details - **Ticket Price Range**: min: 270.48, max: 270.48, currency: GBP ## Event venue details - **city**: London - **state**: EN - **country**: United Kingdom - **location**: Hanwell Community Centre - **lat**: 51.5203846 - **long**: -0.3331618 - **full address**: Hanwell Community Centre, Westcott Crescent, London, United Kingdom ## Event gallery - **Alt text**: IT Support & Helpdesk Foundations - **Image URL**: https://cdn-az.allevents.in/events5/banners/381c77d26e65bca16cb5ae14c4c1293d9221f8c0ef0b6ee9085b325a7ed656ff-rimg-w1200-h300-dcf8f8f8-gmir.jpg?v=1787084060 ## FAQs - **Q**: When and where is IT Support & Helpdesk Foundations being held? - **A:** IT Support & Helpdesk Foundations takes place on Mon, 07 Sep, 2026 at 06:00 pm to Mon, 02 Nov, 2026 at 08:00 pm at Hanwell Community Centre, Westcott Crescent, London, United Kingdom. - **Q**: Who is organizing IT Support & Helpdesk Foundations? - **A:** IT Support & Helpdesk Foundations is organized by National Laptop Computer Repair Centre. - **Q**: Who is this event for? Is it right for me? - **A:** IT Support & Helpdesk Foundations is ideal for curious learners, students, and skill-builders looking to gain hands-on knowledge and practical expertise in a focused, interactive setting. Whether you're a first-time attendee or a longtime enthusiast in London, this event is thoughtfully curated to deliver a standout experience worth every moment. 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