Service Desk Basics is a three day, hands on classroom experience that provides an in depth training on supporting the macOS and iOS operating systems. The course is delivered by an Apple Certified Trainer, who will teach the candidates with a mixture of presentations and exercises in a lab based classroom environment where candidates will be free to experiment and learn the technology in a hands on way. 

Each candidate will have access to a dedicated trainer and tutor with multiple years of support and training experience, and a host of learning notes, video tutorials and tools in the classroom. In addition to this, the candidate will complete multiple assessments and hands on projects throughout the experience. 

 

Who should attend:

 

The Service Desk Basics course is aimed at new starter technicians, PC technicians starting to support Apple devices or technical support staff that will need to install, configure, maintain, diagnose or troubleshoot Mac devices that run macOS and iOS. 

The following types of professionals will best benefit from this class:

• Help desk specialists 

• Technical Co – Ordinators

• Service Technicians 

• System Administrators

The course will require additional studies from the candidate to master the material. Specialised notes and study aids will be provided to the candidate to help with this. 

 

Learning outcomes:

 

After completing the course, the candidates will be able to :

•Explain how macOS works

•Understanding the key features of macOS and iOS

•Explain best practices for configuring and using macOS and iOS 

•Explain Apple troubleshooting and repair procedures

•Demonstrate macOS and iOS diagnostic and repair tools to fix basic Mac and iOS issues

 

What is covered in Service Desk Basics?

 

Service Desk Basics breaks down many of the key support topics that the average technical consultant will require expertise on. 

The key learning sections are:

 Apple Troubleshooting Method

Using Set Up Assistant to Set up devices 

Navigating your Mac with Finder

 Storage Concepts 

File System Concepts 

Installing OS Sierra 

Recovery HD 

Start up on Sierra

Applications 

Users and Permissions 

Backing up your Files 

Securing your Mac

Adding and Managing Printers on macOS

 Keychain Access

Data Management 

Cross Platform Apps and Operating Systems 

The candidates will also learn about how to troubleshoot iOS devices, add/troubleshoot services to those devices, how to use profiles and MDM to manage devices and how to integrate iOS devices into 3rd party services such as Microsoft Exchange.

 

Cost :

 

The cost for the course is R3999 inc Vat , and this will include the training notes and materials and the full 3 days of training, including lunch and refreshments.