STEM · Full roadmap · ~90 min read · 29 steps

🎧IT Support Level 1: Help Desk (Aotearoa NZ)

Take tickets, fix everyday problems, and handle Kiwi users like a pro on day one

Activities in this path

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Learning path

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Start here

What a help desk actually does

The tiered support model: L1, L2, L3

When to escalate (and when not to)

The ticketing system

Writing a good ticket

The support workflow start to finish

Customer service is the actual job

Active listening and cultural awareness

Handling a frustrated user

Setting expectations

The troubleshooting method: the 6 steps

Step one in practice: identify the problem

Theory, test, plan, verify, document

The everyday fixes you'll use daily

Computer hardware basics

Operating system basics

Passwords, lockouts, and Active Directory

Basic networking for L1

Fixing "I can't connect to wifi" and NZ home setups

Printers, email, and other daily tickets

Phishing, scams, and reporting to the NCSC

The Privacy Act 2020 and privacy breaches

What to do when a user reports a breach or scam

Remote support tools

Software installs, updates, and backups

Incidents vs requests, documentation, and security habits

Getting hired and growing toward L2 in NZ

Where to go next

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