Service Deck Support 007-260216-ServiceDesk
4 weeks
·Live Course
Enterprise-Ready Service Desk Training for Real-World IT Operations
Your Instructors
Kevin Brock
Course Overview
This 12-week, on-site Service Desk Support program prepares learners to perform confidently as L1 IT Support professionals in enterprise environments. The course combines ITIL-based service management principles with hands-on training in ServiceNow, Windows, Microsoft 365, Active Directory, networking fundamentals, and secure access technologies. Learners develop practical troubleshooting skills through real-world scenarios, structured ticket simulations, and guided labs. Emphasis is placed on proper documentation, SLA adherence, escalation protocols, and end-to-end ticket ownership. The program also strengthens professional communication, customer service, and incident management discipline. By the end of the course, participants are equipped to manage incidents from intake to resolution in modern on-prem and cloud-enabled IT operations environments.
What you'll get out of this course
✅ Apply ITIL-based incident, request, change, and escalation workflows within a structured service desk environment.
✅ Create, manage, prioritize, document, and close tickets accurately using ServiceNow ITSM.
✅ Troubleshoot and resolve common Windows OS and Microsoft 365 user issues.
✅ Manage user accounts, passwords, groups, and domain access using Active Directory tools.
✅ Diagnose and resolve basic networking issues involving DNS, DHCP, IP configuration, VPN, and MFA access.
✅ Perform structured root cause analysis for recurring or escalated L1 incidents.
✅ Perform structured root cause analysis for recurring or escalated L1 incidents.
✅ Demonstrate professional customer communication, de-escalation techniques, and SLA awareness.
✅ Execute end-to-end ticket ownership, including proper documentation, updates, and resolution validation.
✅ Successfully complete a capstone simulation resolving multi-system incidents across on-prem and cloud environments.
Course content
Course Syllabus
2 items
Week 1: ITIL Foundations & Ticket Management
27 items
Week 2: ServiceNow Fundamentals
29 items
Week 3: Advanced ServiceNow & Escalations
29 items
Week 4: Windows OS & Microsoft 365 Support
31 items
Week 5: Active Directory & Networking Fundamentals
30 items
Week 6: VPN, MFA & Secure Access Troubleshooting
30 items
Mid-Training Survey and Feedback
1 item
Week 7: Advanced Troubleshooting & Root Cause Analysis
30 items
Week 8: Mobility, MDM & VDI Support
29 items
Week 9: Collaboration Tools & Endpoint Security
31 items
Week 10: AWS & Azure L1 Cloud Support Awareness
35 items
Week 11: Unified Contact Center & AI in ITSM
34 items
Week 12: Communication Mastery & Capstone Simulation
10 items
End of Training Survey
1 item
Your Instructors
Kevin Brock
Kelley Scharf
Training Operations Manager
I’m the Training Operations Manager at GenSpark, where I coordinate large-scale training initiatives and serve as a liaison between clients, consultants, and internal teams. I manage everything from onboarding and upskilling to consultant performance tracking and client relationship development to ensure our programs deliver impact at every level.
For every cohort, I focus on keeping the program moving forward, from managing logistics and tracking outcomes to supporting trainers and ensuring you have the resources you need to succeed.
Outside of work, I’m usually organizing something in a spreadsheet or spending time with my wife and 6-year-old Siberian Husky, Ace.
Adam Ingram
Director of Technical Training & Development | Building Tomorrow’s Tech Workforce
I’m the Director of Technical Training & Development at GenSpark, where I design and lead large-scale training programs that connect academic learning with real-world industry needs.
I’m passionate about building talent and driving workforce innovation. Over the years, I’ve developed and deployed nationwide programs across technologies like Mainframe, RPG, Oracle EBS, Guidewire, Cybersecurity, and Generative AI.
My focus is on creating immersive “Hire-Train-Deploy” models that help entry- and mid-level professionals accelerate into meaningful roles with top enterprise clients. I combine technical training, leadership development, and hands-on learning design to prepare learners for long-term success in the tech industry.
When I’m not building the next generation of tech talent, you’ll usually find me traveling with my family, exploring the outdoors in our Grand Design Momentum RV, or creating new and engaging educational content.
Frequently Asked Questions
- Who is this course designed for?
- Is this course hands-on?
- Do I need prior IT experience?
- What tools will I learn?
- Is this aligned to any certification?
- How will I be assessed?
- Will there be live instruction?
- What skills will I have by the end of the program?
- Is there a capstone project?
- How does this prepare me for real service desk work?
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