7-Day Service Desk Training program 2026 -Join Now

7-Day Service Desk Training program for the candidate who are failing in the interview or who is having career gap.

Day 1 – Introduction

1. What is Service Desk
   • Definition and scope of service desk in IT support.
   • Difference between customer support and service desk.
2. Roles and Responsibilities of Service Desk Agent
   • First point of contact for end-users.
   • Logging and resolving incidents or service requests.
   • Communication bridge between users and IT departments.
3. Why Service Desk is Important
   • Ensures smooth operation of IT services.
   • Enhances user satisfaction and productivity.
   • Maintains business continuity.
4. Required Skills for Service Desk
   • Technical troubleshooting.
   • Communication and empathy.
   • Multitasking and time management.
5. Scope of Service Desk Job
   • Entry points into IT career paths.
   • Opportunities to grow into sysadmin, network support, or ITSM roles.
6. Q&A Session

Day 2 – Service Desk Support Terminology

• Day-to-Day Tasks of Service Desk

• Responding to tickets (incidents and requests)
• Troubleshooting hardware/software issues
• Logging and categorizing tickets
• Escalating unresolved issues

• What is Incident Management?

• Process of restoring normal service operation after an interruption.
• Incident lifecycle: Identification → Logging → Categorization → Resolution → Closure.

• Importance of Documentation in Service Desk Job

• Builds a knowledge base.
• Helps in consistent service delivery.
• Useful for training and audits.

• Q&A Session

Day 3 – Introduction to Popular Ticketing Tools

• Ticketing Tools Overview

• ServiceNow, JIRA, Zendesk – interfaces and key features.

• Ticket Handling

• Understanding SLAs (Service Level Agreements)
• Escalation Procedures and Tiers of Support

• Soft Skills Development

• Effective Communication and Customer Handling
• Phone, Email, and Chat Etiquette
• Active Listening and Empathy
• Dealing with Difficult Users

• Q&A Session

Day 4 – Interview Preparation

Best Way to Introduce Yourself in Any Interview

• Professional self-introduction format (past, present, future structure).

1. Group Discussion round (Communication Round)
   • Communication Round questions and answers.
2. Q&A Session

Day 5 – Technical Interview Preparation

1. Service Desk Interview Questions and Answers
   • Compilation of 60-80 real interview questions with model answers.
2. System Not Turning On – Troubleshooting Steps
   • Power supply check, hardware diagnostics, display output check.
3. Printer Issue Troubleshooting
   • Common printer errors, driver issues, network and connectivity.
4. Top 20 Group Discussion Questions and Answers
   • Current topics and effective communication tips.
5. How to Prepare for Interview 2025?
   • Emerging trends, AI-readiness, technical and soft skills focus.
6. Q&A Session

Day 6 – Interview Practice

• Salary Negotiation Tricks

• Market research, timing, counter-offer techniques.

• How to Deal with HR

• Professional communication, follow-up strategies.

• How to Do Salary Negotiations

• Framing expectations, presenting your value.

• Q&A Session

Day 7 – Mock Interview

• Conduct 1 Mock Interview in English

• Real-time recording for YouTube upload.

• Mock Interview Feedback

• Detailed analysis on answers, body language, and improvement areas.

• Q&A Session

• Bonus

• Reference and job details will be personally shared until job placement.

For joining the session please connect me on – Instagram

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Written by Callmepandeyji (Abhishek Kumar)