A ten-week certificate course in Tier-1 IT support: ticket anatomy, core networking fundamentals, remote-session security, and the exact judgment for knowing when to escalate, taught the way it's actually done on a working support desk today.
Start: November 16, 2026 · 11 AM WAT (Nigeria).
Fee: ₦200,000 for this track, or two ₦100,000 installments with the balance due three weeks later.
Format: Ten weeks: eight of lessons, assignments and one live class a week, then two practicum weeks of timed shifts on the track's job simulator. Your track’s live-session day and time are confirmed at enrolment.
What Tier 1 actually is, the core vocabulary (ticket, SLA, escalation, remote session), ticket anatomy, IP/DNS/DHCP/VPN fundamentals, isolate-the-variable, remote-session security, and knowing exactly when to escalate.
Hands-on with Zendesk, Freshdesk, and ServiceNow: queue management, tagging, SLA tracking, and the specific click paths behind the concepts from Week 1.
The high-volume categories that make up most of a real queue: account access, software installs, printer and peripheral connectivity, and application errors: with real runbooks.
Working across the three employer types: a single-product SaaS desk, a multi-client MSP rotation, and overnight internal IT coverage: each with its own quirks and expectations.
Recognizing and responding to a real suspected compromise under time pressure, plus de-escalating a genuinely angry, non-technical user without ever sounding dismissive or scripted.
Writing closing notes and escalations a manager or a future agent can read cold, reading your own performance metrics, and using tagging and reporting to spot recurring patterns.
Sustaining a realistic shift's ticket-and-chat volume at once, remote-work discipline, and working a queue end to end under real time pressure.
Written exam, three graded mock tickets across chat and remote session, and a practical escalation-writing task: pass all three to certify.
Three timed shifts on Harborline Helpdesk, a fictional company with a real ticket queue. Items arrive the way they do in a real shift; every action is graded against the rules of the job.
Three more shifts including a downtime drill, a peer review of another student's work, and a tutor-marked final. Passing needs zero critical errors.
Plan for a computer, headset, reliable internet, a quiet practice space, and time for assignments. Review the student handbook for assessment, access, and policy details before payment.
Issued by SchoolRegistry Academy when the track’s assessment requirements are met. It is not third-party accreditation and does not promise job placement.
Questions: hello@schoolregistry.ng
Use Print → Save as PDF for a PDF copy. Course guide · September 2026.