Your IT Career Starts Here — Try a Ticket Now

Build the Confidence to Handle Your First IT Support Ticket.

First Line Academy turns helpdesk theory into realistic practice. Work through common support scenarios, make decisions and get clear feedback before an interview or your first day on the job.

Try a Sample Ticket Explore the Pilot Course

No Experience Needed Practical Feedback Job-Focused Skills

Practice QueueFirst-Line Support

Training Available

Starter Pathway1 of 4 Available Now

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My Windows Laptop Is Painfully SlowDiagnosis · Prioritisation · Communication

Start

FL-002

The Office Wi-Fi Keeps DroppingPlanned for the Pilot

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FL-003

A New Starter Needs Microsoft 365Planned for the Pilot

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FL-004

A Suspicious Email Was OpenedPlanned for the Pilot

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Learn by Doing

Practise the Work, Not Just the Theory.

Each scenario mirrors a real first-line workflow, so learners build the judgement and communication skills employers actually need.

Read the Ticket

Understand the user, symptoms, urgency and business impact.

Investigate Safely

Choose sensible checks before making disruptive changes.

Make a Diagnosis

Use the evidence to identify the most likely root cause.

Learn from Feedback

Get a score, see what you missed and improve your approach.

Interactive Sample

Your First Ticket Is Waiting.

Use the information below to choose safe troubleshooting actions, then make your diagnosis. You’ll get feedback immediately.

Step 1Which Actions Would You Take?

Select every action that belongs in a safe first-line response.

Check Task ManagerLook for unusually high CPU or memory use.Check Free StorageConfirm how much space remains on the Windows drive.Review Startup AppsIdentify unnecessary programs loading at sign-in.Review Pending UpdatesCheck Windows and driver updates after the initial diagnosis.Factory Reset the Device ImmediatelyWipe the device before checking the likely causes.Delete Windows System FilesRemove files from the Windows folder to create space.

Step 2What Is the Most Likely Diagnosis?

Low Storage and Too Many Startup AppsThe evidence points to two common, fixable causes.

A Faulty Laptop ScreenA display fault would not explain the reported slowness.

A Broadband OutageThe ticket says local apps are slow too.

Pilot Course

From Curious Beginner to Interview-Ready.

The first pilot will combine guided fundamentals with realistic tickets, customer communication practice and practical career support.

IT Foundations

Devices, operating systems, networks and security basics.

Helpdesk Workflow

Triage, questioning, troubleshooting and documentation.

Real Ticket Practice

Common user issues with scored decisions and feedback.

Career Launch

CV, LinkedIn, interview practice and a job-ready portfolio.