Top 10 IT Support & Help Desk Courses, Classes & Certifications Online in 2023

IT support and help desk are critical functions in any organization, ensuring that employees have the technical assistance they need to do their jobs efficiently. Here are some common tasks associated with IT support and help desk roles:

1. Troubleshooting: Help desk technicians are responsible for diagnosing and resolving technical issues that users may encounter, such as hardware and software problems, network connectivity issues, and security breaches.
2. User Support: IT support staff often provide support to users, including answering questions about software and hardware, providing guidance on how to use technology effectively, and resolving technical issues.
3. System Maintenance: Help desk technicians may also be responsible for maintaining and updating hardware and software systems, as well as ensuring that all systems are up to date with the latest security patches and updates.
4. Documentation: IT support staff must document all support requests and their resolutions for future reference.
5. Training: IT support staff may also provide training to users on new software or hardware systems.

In addition to technical skills, IT support and help desk roles require excellent communication skills, patience, and the ability to work under pressure. Help desk technicians must be able to explain technical issues in non-technical terms, and must be able to prioritize and manage multiple requests simultaneously.

1. Google IT Support Professional Certificate

The Google IT Support Professional Certificate is an online certificate program offered by Google through Coursera. The program is designed to train individuals with little or no experience in IT to become entry-level IT support professionals. The program consists of six courses that cover the following topics:

1. Technical Support Fundamentals: This course provides an introduction to the IT support role and covers basic concepts such as operating systems, hardware, and software.
2. The Bits and Bytes of Computer Networking: This course covers computer networking concepts, including the OSI model, TCP/IP, and network protocols.
3. Operating Systems and You: Becoming a Power User: This course covers operating systems, including Linux and Windows, and how to manage them.
4. System Administration and IT Infrastructure Services: This course covers system administration, including virtual machines, cloud computing, and web services.
5. IT Security: Defense Against the Digital Dark Arts: This course covers basic cybersecurity concepts, including threats, attacks, and defenses.
6. IT Support: Troubleshooting and Problem-Solving: This course covers IT support processes, including troubleshooting and problem-solving techniques.

The courses are self-paced, and learners can complete them at their own pace. Each course has assessments and quizzes to test learners’ knowledge and understanding of the material. Upon completion of the program, learners will have the skills and knowledge needed to enter the IT support field. The Google IT Support Professional Certificate is recognized by major employers, including Google, Walmart, and Bank of America.

Key Highlights

• Get taught by Google employees, with hands-on assessments that prepare you for work in the real world
• Includes 64 hours of video, 26 interactive labs, 176 assignments, 31 coding assignments focussed on applied learning
• Learners can directly share their info with top employers of IT Support jobs
• Completing the program can earn you up to 12 college credits, the equivalent of 4 associate degree-level courses
• Chance to earn a CompTIA and Google dual credential when you complete the Google certificate and pass the CompTIA A+ certification exams

Duration : 6 months, 5 hours per week
Rating : 4.8
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2. Google IT Automation with Python Professional Certificate (Platform)

The Google IT Automation with Python Professional Certificate is an online certificate program offered by Google through the Coursera platform. The program is designed to teach learners how to use Python programming language to automate tasks commonly performed by IT professionals.

The program consists of six courses, which cover the following topics:

1. Crash Course on Python: This course provides a quick introduction to Python programming language and covers basic programming concepts.
2. Using Python to Interact with the Operating System: This course covers how to use Python to interact with the operating system, including file systems, networks, and processes.
3. Introduction to Git and GitHub: This course covers version control using Git and GitHub, including how to manage and collaborate on projects.
4. Troubleshooting and Debugging Techniques: This course covers techniques for troubleshooting and debugging code, including error messages, logging, and testing.
5. Configuration Management and the Cloud: This course covers configuration management tools such as Puppet and Chef, and cloud computing services such as Google Cloud Platform.
6. Automating Real-World Tasks with Python: This course covers how to use Python to automate real-world tasks such as data analysis and web scraping.

The courses are self-paced, and learners can complete them at their own pace. Each course has assessments and quizzes to test learners’ knowledge and understanding of the material. Upon completion of the program, learners will have the skills and knowledge needed to automate IT tasks using Python. The Google IT Automation with Python Professional Certificate is recognized by major employers, including Google, IBM, and Cisco.

Key Highlights

• Learn to analyze real-world IT problems and implement the appropriate strategies to solve those problems
• Learn how to program with Python with no previous knowledge of coding
• Learn to use Python to automate common system administration tasks
• Learn to use Git and GitHub, to troubleshoot and debug complex problems
• Learn to apply automation at scale by using configuration management and the Cloud
• Learn at your own pace with accessible online courses
• Opportunity to practice technical skills with hands-on projects including a capstone project where you’ll use your new knowledge to solve a real-world IT problem

Duration : 2 months, 22 hours per week
Rating : 4.7
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3. IT Help Desk Professional (Udemy)

The IT Help Desk Professional is an online course offered by Udemy that covers the skills and knowledge required to work in an IT help desk or technical support role. The course covers the following topics:

1. Introduction to IT Help Desk: This module covers the basics of IT help desk, including what it is, how it works, and what skills are needed to work in this field.
2. Communication Skills: This module covers the communication skills needed to be an effective IT help desk professional, including how to listen actively, ask probing questions, and convey technical information in a non-technical way.
3. Technical Skills: This module covers the technical skills needed to work in an IT help desk role, including basic troubleshooting techniques, computer hardware and software, and network connectivity issues.
4. Customer Service: This module covers the importance of customer service in IT help desk, including how to provide excellent customer service and deal with difficult customers.
5. Incident Management: This module covers how to manage incidents, including how to prioritize incidents, escalate issues, and work with other IT teams.
6. Service Level Agreements: This module covers the importance of service level agreements (SLAs) in IT help desk, including how to measure and report on SLA performance.

The course includes videos, quizzes, and hands-on exercises to help learners develop the skills and knowledge required to work in an IT help desk role. Upon completion of the course, learners will have a solid foundation in IT help desk skills and be prepared to work in an entry-level IT support role.

Key Highlights

• Understand how computer works from a hardware & software perspective
• Enhance knowledge & skills in help desk world with extra tips & hints
• Learn everything about networking, DNS & DHCP
• Everything explained from scratch so perfect for absolute beginners
• Get a Certificate of Completion at the end of the course
• Practical demonstrations to maximize learning

Duration : 2 hours on-demand video
Rating : 4.4
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4. IT Help Desk Courses & Training (LinkedIn – Lynda)

LinkedIn Learning (formerly Lynda.com) offers several IT Help Desk courses and training programs designed to help individuals acquire the skills and knowledge needed to work in a technical support or IT help desk role. Some of the popular courses include:

1. IT Service Desk: Customer Service Fundamentals: This course covers the fundamentals of customer service in IT help desk, including how to provide excellent customer service, deal with difficult customers, and manage customer expectations.
2. Troubleshooting Common PC Issues for End Users: This course covers common PC issues faced by end users, including hardware and software issues, network connectivity issues, and email issues.
3. Help Desk Handbook for End Users: PC Basics, Hardware, Operating Systems, and Applications: This course covers the basics of PC hardware, operating systems, and applications, including how to troubleshoot common issues.
4. Help Desk Handbook for End Users: Mobile, Networking, Security, and Troubleshooting: This course covers mobile devices, networking, security, and troubleshooting techniques for end users.
5. CompTIA A+ (220-1001) Cert Prep: 5 Networking: This course covers the networking concepts and technologies needed to work in an IT help desk or technical support role, including network types, protocols, and troubleshooting techniques.

LinkedIn Learning also offers IT help desk certification programs, including the CompTIA A+ certification program, which covers the foundational skills needed to work in IT support. These programs include videos, quizzes, and hands-on exercises to help learners develop the skills and knowledge needed to succeed in an IT help desk role.

Key Highlights

• Wide range of short courses related to IT Technical Support and Help Desk
• Courses designed and instructed by experts in the field and real world experience
• Get the skills you need to pursue an entry-level position as an IT help desk technician
• Flexible schedule that allows to learn at your own pace
• Free access to all courses for 30 days on signup
• Option to download the course materials and learn offline

Duration : Self-Paced
Rating : 4.6
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5. TOTAL: CompTIA A+ Certification (Udemy)

“TOTAL: CompTIA A+ Certification” is an online course offered by Udemy that prepares learners for the CompTIA A+ certification exam. The course covers the following topics:

1. Introduction to the A+ Certification: This module provides an overview of the CompTIA A+ certification, its exam objectives, and what learners can expect from the certification exam.
2. PC Hardware: This module covers the hardware components of a PC, including motherboards, CPUs, memory, and storage devices.
3. Networking: This module covers the basics of networking, including network types, topologies, and protocols.
4. Mobile Devices: This module covers mobile device hardware and operating systems, including Android and iOS devices.
5. Hardware and Network Troubleshooting: This module covers troubleshooting techniques for hardware and network issues, including common problems and solutions.
6. Operating Systems: This module covers the installation, configuration, and maintenance of operating systems, including Windows and Linux.

The course includes videos, quizzes, and hands-on exercises to help learners develop the skills and knowledge required to pass the CompTIA A+ certification exam. Upon completion of the course, learners will have a solid foundation in PC hardware, networking, and operating systems, as well as the troubleshooting skills required to work in an IT help desk or technical support role.

Key Highlights

• Learn how to pass the CompTIA A+ Certification Core 1 (220-1001) and Core 2 (220-1002) exams
• Learn from CompTIA Certification Pro instructor with over 33 years of experience
• Q&A section where you have access to instructor and his team of teaching assistants to answer any questions you might have
• Lifetime access to course materials with information updated regularly

Duration : Course 1 – 17.5 hours on-demand video, Course 2 – 15 hours on-demand video
Rating : 4.7
Sign up Here : Course 1, Course 2

6. Free Systems Administration Training Courses (Cybrary)

Cybrary is an online platform that offers free IT training courses, including several courses related to systems administration. Some of the popular courses on Cybrary related to systems administration include:

1. Windows Server Administration Fundamentals: This course covers the basics of Windows Server administration, including installation, configuration, and management of server roles and features.
2. Linux Fundamentals: This course covers the basics of Linux system administration, including command-line operations, file systems, and user and group management.
3. Introduction to Active Directory: This course covers the fundamentals of Active Directory, including installation, configuration, and management of users, groups, and group policies.
4. PowerShell for Windows System Administration: This course covers the basics of PowerShell scripting for Windows system administration, including scripting techniques and automation.
5. Cisco CCNA: This course covers the fundamentals of Cisco networking, including routing and switching technologies, network topologies, and network security.

These courses are designed for individuals who are interested in learning about systems administration, including those who are new to the field or those who want to refresh their skills. The courses include video lectures, quizzes, and hands-on exercises to help learners develop the skills and knowledge needed to succeed in systems administration roles.

Key Highlights

• Get trained effectively for IT Support positions in various companies for free
• Learn system administration for open source systems
• Learn from industry’s top subject matter experts and the world’s most progressive companies
• Prepare for various certification exams like CompTia and Microsoft Certified Solutions Associate (MCSA)
• Know about Microsoft Office 365 Web Content Management

Duration : Self-Paced
Rating : 4.5
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7. Free IT Support Courses (Alison)

Alison is an online learning platform that offers a variety of free IT support courses, including the following:

1. Fundamentals of Network Security: This course covers the basics of network security, including common threats and vulnerabilities, and the methods used to secure networks.
2. Diploma in Computer Networking: This comprehensive course covers the fundamentals of computer networking, including network architecture, protocols, and troubleshooting.
3. Diploma in Information Technology Management: This course covers the basics of IT management, including project management, budgeting, and resource allocation.
4. Microsoft Digital Literacy – IT Basics: This course covers the fundamentals of IT, including computer hardware, software, and operating systems.
5. Diploma in Web Business Development and Marketing: This course covers the basics of web development and marketing, including website design, search engine optimization, and social media marketing.

These courses are designed for individuals who are interested in learning about IT support, including those who are new to the field or those who want to refresh their skills. The courses include video lectures, quizzes, and hands-on exercises to help learners develop the skills and knowledge needed to succeed in IT support roles.

Key Highlights

• Courses designed by real world professionals
• Get unlimited access to all course materials and assessments on signing up
• Get a certificate on successfully completing a course by paying a small fee

Duration : Self-Paced
Rating : 4.5
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8. IT Support: Fundamentals by Microsoft (edX)

“IT Support: Fundamentals” is an online course offered by Microsoft in partnership with edX. The course is designed to provide learners with a foundational understanding of IT support, including computer hardware, software, networking, and security. The course covers the following topics:

1. Introduction to IT Support: This module provides an overview of IT support and the skills required to be an effective IT support technician.
2. Computer Hardware: This module covers the basics of computer hardware, including components such as CPUs, motherboards, and memory.
3. Operating Systems: This module covers the basics of operating systems, including installation, configuration, and troubleshooting.
4. Networking: This module covers the basics of networking, including network types, topologies, and protocols.
5. System Administration: This module covers the basics of system administration, including user and group management, file systems, and backup and recovery.
6. Security: This module covers the basics of IT security, including common threats and vulnerabilities, and the methods used to secure networks and systems.

The course includes videos, quizzes, and hands-on exercises to help learners develop the skills and knowledge required to work in an IT support role. Upon completion of the course, learners will have a solid foundation in IT support, as well as the skills required to pass the CompTIA A+ certification exam.

Key Highlights

• Learn to identify the core priorities and key responsibilities of a support agent
• Improve your support skills by interacting with other roles
• Identify the performance skills a support agent should master
• Understand what drives customer behaviour when interacting with support agents
• Examine how cultural dimensions and communication styles affect customer behaviour
• Learn how different cultures view time
• Examine the basic stages of IT Support case management
• Course is available for free. You can add a verified certificate for a small fee.

Duration : 4 weeks, 3-4 hours per week
Rating : 4.5
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9. IT Help Desk Training for IT Professionals by Computer Cavalry (Udemy)

“IT Help Desk Training for IT Professionals” is an online course offered by Computer Cavalry on Udemy. The course is designed to provide IT professionals with the skills and knowledge required to work in a help desk role. The course covers the following topics:

1. Introduction to Help Desk Support: This module provides an overview of help desk support, including the skills required to be an effective help desk technician.
2. Communication Skills: This module covers the basics of communication skills, including active listening, empathy, and conflict resolution.
3. Technical Skills: This module covers the basics of technical skills, including computer hardware, software, and networking.
4. Customer Service Skills: This module covers the basics of customer service skills, including managing customer expectations, handling difficult customers, and delivering excellent customer service.
5. Help Desk Processes: This module covers the basics of help desk processes, including incident management, problem management, and change management.
6. Troubleshooting Techniques: This module covers the basics of troubleshooting techniques, including problem identification, diagnosis, and resolution.

The course includes videos, quizzes, and hands-on exercises to help learners develop the skills and knowledge required to work in a help desk role. Upon completion of the course, learners will have a solid foundation in help desk support and the skills required to provide excellent customer service and technical support.

Key Highlights

• Gain entry level IT experience
• Learn help desk and customer service skills
• Learn helpful tips about real world IT services
• Learn about trouble shooting PC issues

Duration : 1.5 hours on-demand video
Rating : 4.6
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10. Desktop Support Level 1 & 2 in real life – Troubleshooting (Udemy)

“Desktop Support Level 1 & 2 in real life – Troubleshooting” is an online course offered by Udemy. The course is designed to provide learners with the skills and knowledge required to work as a desktop support technician, specifically focusing on troubleshooting common issues. The course covers the following topics:

1. Introduction to Desktop Support: This module provides an overview of desktop support, including the skills required to be an effective desktop support technician.
2. Troubleshooting Tools and Techniques: This module covers the basics of troubleshooting tools and techniques, including identifying the root cause of problems, using diagnostic tools, and conducting tests.
3. Hardware Troubleshooting: This module covers the basics of hardware troubleshooting, including identifying common hardware issues and performing basic repairs.
4. Software Troubleshooting: This module covers the basics of software troubleshooting, including identifying common software issues and performing basic repairs.
5. Network Troubleshooting: This module covers the basics of network troubleshooting, including identifying common network issues and performing basic repairs.
6. Troubleshooting Techniques: This module covers advanced troubleshooting techniques, including troubleshooting complex issues, identifying and fixing performance issues, and troubleshooting remote access issues.

The course includes videos, quizzes, and hands-on exercises to help learners develop the skills and knowledge required to work as a desktop support technician. Upon completion of the course, learners will have a solid foundation in desktop support and the skills required to troubleshoot common issues.

Key Highlights

• Learn troubleshooting and resolution of of real life IT issues
• Lifetime access to 7.5 hours of video content and 6 downloadable resources
• Regularly updated content to keep pace with changing technology

Duration : 7.5 hours on-demand video
Rating : 4.3
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