Training Bundle

HelpDeskPro

Resolve more issues at Tier-1 and deliver better support experiences.

Build IT help desk training skills with HelpDeskPro. Structured training for teams covering technical support, networking, and customer service. Start training today or talk to sales.

  • 53 Courses
  • 28 Skill Labs
  • 1 Assessment
Beginner / Intermediate / All Levels
Training Bundle DetailsView All Courses

IT Help Desk Training for Teams

HelpDeskPro delivers structured help desk training through the myACI platform—combining courses, labs, and assessments into one guided experience. Topics covered include technical support, networking, and customer service—so your HelpDesk team can resolve issues faster and reduce escalations.

  • Improve first-call resolution with structured training
  • Reduce escalations through hands-on practice
  • Build job-ready skills aligned to real support scenarios
  • Gain visibility into team performance and progress
$500/seat/yr · $450 at 8+ seats
Build Your Team PlanContact Sales
View all coursesTry it free for 10 days

Everything included in HelpDeskPro — a curated library of courses, hands-on labs, and certification prep.

DESIGNED FOR TODAY’S HELP DESK

High ticket volume. Expanding scope. Zero margin for error.

Help desk roles have evolved — technicians are now critical to productivity, security and the overall user experience. HelpDeskPro delivers targeted, hands-on training for the real world of IT support, so teams resolve issues faster, reduce escalations and deliver a consistent support experience across the organization.
  • Train what matters mostTechnical troubleshooting, operating systems, security fundamentals and service excellence — all in one focused solution.
  • Built for busy teamsOn-demand, modular learning — micro-courses run 5–30 minutes and fit into the workday.
  • Fewer escalations. Fewer errors.Hands-on Skill Labs help technicians resolve issues right the first time.
  • Stronger customer interactionsSharpen communication, empathy and professionalism at every touchpoint.
  • Track real skill growthMeasure progress and prove impact with built-in reporting in myACI.

Top Help Desk Challenges — Solved

High ticket volumes & backlogs

More reliance on IT means more requests — and backlogs that hurt SLAs.

Structured troubleshooting from A+ and the One Touch Rule help technicians resolve more on the first contact.

Skill gaps in new hires

New technicians may know tech but lack troubleshooting experience or customer polish.

Guided learning paths and Skill Labs build real troubleshooting experience without risk to production.

Soft skills gap

Communication and user satisfaction matter as much as technical fixes.

50 micro-courses on customer service, de-escalation and professional communication.

Cybersecurity threats

The help desk is the front line — but often underprepared for phishing and social engineering.

A+ Core 2 security training covers threat recognition, malware removal and endpoint protection.

Remote & hybrid support

Diverse devices, networks and software configurations complicate every ticket.

Training across hardware, mobile devices, wired and wireless networking, virtualization and cloud, and three operating systems.

Turnover & burnout

Burned-out technicians with no clear career path leave.

Visible growth — from Tier 1 to lead, with a path into ITPro — keeps people engaged and staying.

74%

of employees say they aren’t reaching their full potential due to a lack of development opportunities. Don’t let your help desk become part of that statistic.

Topics…

  • Hardware troubleshooting
  • Mobile devices
  • Networking basics
  • Virtualization & cloud
  • Windows, macOS & Linux
  • Security fundamentals
  • Software troubleshooting
  • Operational procedures
  • Customer service
  • Call & contact center
  • Conflict resolution
  • Ticket & pipeline management
  • Professional communication

Skills…

  • Structured troubleshooting
  • First-call resolution
  • Ticket triage & prioritization
  • Escalation management
  • Device & OS configuration
  • Wi-Fi & network connectivity
  • Phishing & malware recognition
  • Endpoint security
  • Documentation & knowledge base
  • Active listening & empathy
  • De-escalation
  • Telephone & chat etiquette
  • Time management
  • Stakeholder communication
HOW TO PURCHASE

Build Your HelpDeskPro Core Team Plan

Live pricing. Volume pricing starts at 8 seats.

HelpDeskPro Core Plan for myACI

A+ / Network+ plus 50+ soft-skill micro-courses and Help Desk labs.

  • CompTIA A+ & Network+ training
  • 50+ customer-service & soft-skill micro-courses
  • Help Desk Skill Labs
HelpDeskPro Core Plan for myACI
How many learners?
Add 6 more seats to unlock $450/seat
2 seats × $500/seat/yr$1,000
Annual total$1,000
Add to Cart
GROWING FASTER?

Looking for enterprise features?

Talk to sales about a custom Growth Plan — advanced reporting, LMS integrations, dedicated success support and volume pricing for larger teams.

Contact Sales
NOT SURE YET?

Need help choosing the right bundle?

A training specialist can match your team’s roles and goals to the right library, build a quote for your seats and set up invoicing.

Talk to a Training Specialist

What's Included in HelpDeskPro

  • Technical Foundations
    Core IT concepts, systems, and troubleshooting skills.
  • Networking Fundamentals
    Understand connectivity, infrastructure, and common network issues.
  • Customer Support Skills
    Develop communication, ticket handling, and escalation management.
  • Guided Learning Paths
    Structured progression from beginner to intermediate skills.
Coach Maci studying on an ACI Learning laptop
COURSES & MODULES

What’s Inside HelpDeskPro

CompTIA A+ Core 1, Core 2 and Network+ build the technical foundation; 50 focused micro-courses — just 5–30 minutes each — elevate customer interactions, resolution rates and service consistency.

CompTIA A+ Core 1 (220-1201)

  • 4h 23m
  • 5 modules
  • 38 episodes
  • + Skill Labs
  • + Practice exam

Builds the foundation every help desk technician needs: installing, configuring, maintaining and troubleshooting hardware, mobile devices and network connectivity — so technicians diagnose issues efficiently and resolve them with confidence.

Exam domains covered
  • Mobile Devices13%
  • Networking23%
  • Hardware25%
  • Virtualization and Cloud Computing11%
  • Hardware and Network Troubleshooting28%

CompTIA A+ Core 2 (220-1202)

  • 4h 48m
  • 4 modules
  • 41 episodes
  • + Skill Labs

Moves from hardware into real-world IT operations: operating systems, cybersecurity fundamentals, software troubleshooting and operational procedures — aligned to the official CompTIA exam objectives.

Exam domains covered
  • Operating Systems28%
  • Security28%
  • Software Troubleshooting23%
  • Operational Procedures21%

CompTIA Network+ (N10-009)

  • + Skill Labs

Networking essentials for the help desk: wired and wireless connectivity, network implementation and operations, network security and structured network troubleshooting — for higher first-call resolution on connectivity tickets.

Exam domains covered
  • Networking Concepts23%
  • Network Implementation20%
  • Network Operations19%
  • Network Security14%
  • Network Troubleshooting24%

Short modules. Stronger support teams. 50 micro-courses in 6 skill areas.

Customer Service Excellence & Experience13 modulesDeliver consistently positive support experiences that increase user satisfaction, reduce escalations and build trust.See modules
  • Customer Service 101
  • Customer Service Pro Tips
  • Excellence in Customer Service
  • Remarkable Customer Service
  • Service Best Practices
  • Perfecting the Customer Experience
  • Top Down Customer Service
  • Building Customer Relationships
  • The Value of Building Relationships
  • Positive Customer Interactions
  • Expert Insights: Creating an Amazing Customer Experience
  • Expert Insights: Sparking the Customer Experience
  • WACTEO Internal Customer Service Series
Frontline Communication Skills7 modulesResolve issues faster, de-escalate tense situations and improve first-call resolution while staying professional under pressure.See modules
  • Call Center Essentials
  • Contact Center Excellence – Beyond the Metrics
  • Contact Center Excellence – Speaking the Language
  • Jill Calls the Office: Telephone Etiquette
  • Handling Angry Customers
  • Four Step Conflict Resolution
  • The One Touch Rule
Problem Solving, Objection Handling & Difficult Conversations5 modulesAsk better questions, uncover root causes and handle resistance confidently — for quicker fixes and fewer repeat tickets.See modules
  • Overcoming Objections
  • Sales Toolkit: Addressing Objections
  • Sales Toolkit: Common Types of Objections
  • Sales Toolkit: Identifying Prospect Needs
  • Creating a Follow-Up Action Plan
Professional Mindset & Personal Effectiveness9 modulesImprove communication, organization and adaptability — increasing productivity and cross-team collaboration.See modules
  • Professional Sales Mindset: Pillars 1–4
  • Sales Toolkit: Skills for Success
  • Sales Toolkit: Time Management Tips
  • Sales Toolkit: Taking Top-Notch Notes
  • Hiring for Customer Service Skills
  • Sales Toolkit: Using DISC to Connect with Prospects
Process, Pipeline & Structured Service Delivery5 modulesManage ticket flow, document interactions effectively and deliver consistent service through structured workflows.See modules
  • Understanding the Sales Process
  • Sales Toolkit: The Sales Funnel
  • Sales Toolkit: Managing Your Pipeline
  • Customer Relationship Management 101
  • Develop a Customer-Driven Model for Innovation
Influence & Internal Advocacy11 modulesAdvocate for solutions, gain stakeholder buy-in and explain technical recommendations to non-technical users.See modules
  • Sales Fundamentals
  • Competitive Selling
  • Selling Solutions
  • Closing Sales with Confidence
  • Sales Toolkit: Getting to the Decisionmaker
  • Sales Toolkit: Presenting to Prospects
  • Sales Toolkit: Selling Across Cultures
  • Sales Toolkit: Selling Over the Phone
  • Sales Toolkit: Win with an Elevator Pitch
  • Expert Insights: Professional Selling
JOB TASKS BY LEVEL

What Your Help Desk Team Will Be Able to Do

HelpDeskPro follows your technicians from their first week on the queue to leading the team — training the tasks they do every day.
  1. 1

    Tier 1 · New & entry-level technicians

    New hires and career changers getting productive on the queue.

    Job tasks
    • Log, categorize and prioritize tickets
    • Set up and configure workstations, peripherals, printers and mobile devices
    • Connect users to Wi-Fi, wired networks and shared resources
    • Troubleshoot common hardware and connectivity problems
    • Follow escalation paths and document every interaction
    • Handle phone, chat and email support professionally
    Outcomes
    • Faster onboarding
    • Consistent ticket handling
    • More first-call fixes
    Trained in
    • CompTIA A+ Core 1
    • Customer Service 101
    • Call Center Essentials
    • Telephone Etiquette
    • The One Touch Rule
  2. 2

    Tier 1 → Tier 2 · Experienced technicians

    Technicians taking on harder tickets and fewer hand-offs.

    Job tasks
    • Troubleshoot Windows, macOS and Linux operating system issues
    • Diagnose wired and wireless network problems
    • Resolve application and software problems end to end
    • Recognize phishing and social engineering; remove malware
    • Apply endpoint security and access-control best practices
    • De-escalate frustrated users and resolve conflicts
    • Turn fixes into knowledge base articles
    Outcomes
    • Fewer escalations
    • Fewer repeat tickets
    • Stronger security posture
    Trained in
    • CompTIA A+ Core 2
    • CompTIA Network+
    • Handling Angry Customers
    • Four Step Conflict Resolution
    • Overcoming Objections
    • Creating a Follow-Up Action Plan
  3. 3

    Senior & lead technicians

    Your go-to people — and your future help desk leaders.

    Job tasks
    • Manage ticket flow and SLAs with structured workflows
    • Mentor and coach newer technicians
    • Explain technical recommendations to non-technical stakeholders
    • Improve CSAT with a customer-driven service model
    • Manage time, notes and follow-ups across many requests
    Outcomes
    • Higher CSAT
    • Consistent service delivery
    • A bench of future leaders
    Trained in
    • Customer Relationship Management 101
    • Sales Toolkit: Managing Your Pipeline
    • Sales Toolkit: Presenting to Prospects
    • Sales Toolkit: Time Management Tips

Meet Coach Maci: Real-Time AI Coaching Built Into Training

Coach Maci provides in-course, AI-assisted support to help learners understand concepts, reinforce knowledge, and practice skills without leaving the training environment.

Currently available in CompTIA A+ Core 1 & Core 2, with expansion planned across additional courses.

Why IT Help Desk Training Improves Team Performance

Help desk teams are the front line of IT operations—but inconsistent training can lead to slower resolution times, increased escalations, and poor user experiences. With HelpDeskPro, teams can:

  • Resolve issues faster with consistent troubleshooting approaches
  • Reduce escalations through stronger foundational knowledge
  • Improve end-user satisfaction with better communication
  • Onboard new team members more efficiently

HelpDeskPro is Built for IT Support Teams

  • Helpdesk Technicians
  • IT Support Specialists
  • Entry-level IT staff
  • Managers onboarding new team members
  • 10xROI potential when training is aligned with business goals
  • 57%Efficiency gains in IT and support roles
  • 23%Higher employee retention tied to career growth

Hands-On Skill Labs for Real Help Desk Scenarios

Give your team a safe environment to practice real-world IT tasks before they impact production systems.

  • Practice configuring systems, networks, and cloud environments
  • Build troubleshooting skills through real-world scenarios
  • Reinforce learning through hands-on repetition
  • Train safely in secure, isolated environments

Why Teams Invest in HelpDeskPro

Structured training improves retention and completion rates, helping teams apply what they learn more effectively.

  • 43% of companies see higher revenue after employee training
  • 27% of companies reduce operational or IT-related costs
  • 63% say training improves job performance
ACI Learning 2026 Report: The State of Skills Training in Tech and Cybersecurity →
“What I appreciate most about myACI Learn is how practical and hands-on the learning experience is. As someone working in a real-world SOC environment, I don’t just need theory—I need scenarios that mirror the day-to-day challenges I face. The platform delivers just that through its use-case-driven training, lab simulations, and bite-sized videos that make learning manageable even on tight schedules.”
Namit R., Security Engineer, 2025
AWARD-WINNING TRAINING

Recognized for Career Development Innovation by the EdTech Breakthrough Awards for the third consecutive year — and a G2 Leader loved by learners.

Read the press release
G2 Users Love UsG2 LeaderEdTech Breakthrough Award winner 2026
FOR HELP DESK LEADERS

Your 30-60-90 Day Plan for Help Desk Success

New to leading the help desk — or ready to press reset? Here’s a practical 90-day roadmap, with training built in.
  1. DAYS 1–30

    Assess & build relationships

    • Review ticket data, SLAs and workflows; spot recurring pain points
    • Shadow the team and hold one-on-ones about goals and struggles
    • Organize troubleshooting guides and escalation paths; find gaps

    Outcome: Trust earned, pain points identified, quick wins spotted.

  2. DAYS 31–60

    Quick wins & goal-setting

    • Set measurable KPIs — resolution time, CSAT — and share them
    • Clean up workflows, knowledge base entries and escalation bottlenecks
    • Identify skill gaps and launch targeted training with HelpDeskPro

    Outcome: Better morale and a more credible help desk.

  3. DAYS 61–90

    Optimize for long-term success

    • Review ticketing and reporting; automate repetitive tasks
    • Give high-potential technicians leadership opportunities and career paths
    • Share KPI improvements and success stories with leadership

    Outcome: A help desk that runs proactively — and is seen as a strategic asset.

Implementing Training for Maximum ROI

No need to overhaul your training program — start here:

  1. 01Assess skillsEvaluate your team’s strengths and gaps with practice exams and assessments.
  2. 02Set training goalsChoose the certifications and soft skills each technician needs to excel.
  3. 03Practice in Skill LabsGive technicians secure environments to safely practice new skills.
  4. 04Track progressMonitor completions, lab usage and readiness in myACI — and celebrate milestones.
Build Your Team PlanContact SalesPro tip: celebrate milestones — recognition keeps teams engaged.
THE BUSINESS CASE

Training That Pays for Itself

Upskilling the help desk you have costs less than recruiting, outsourcing or living with skill gaps — and the results are measurable.
93%of business leaders who champion upskilling report gains in productivity, retention and resilienceSource: PwC
60%of workers will need training before 2027 to stay effective in their rolesSource: World Economic Forum
76%of employees are more likely to stay with a company that offers continuous trainingSource: SHRM

5 Ways to Measure Training ROI

  1. 1Productivity: Faster project completion and fewer mistakes.
  2. 2Retention: Lower turnover after training.
  3. 3Certifications: Completions tied to job roles.
  4. 4Outsourcing: Lower contractor and outsourcing costs.
  5. 5Efficiency: Team performance tracked against business KPIs.

myACI reporting tracks completions, certification readiness and lab activity, so you can report results to leadership.

Build Your Business Case With Us

Our sales team will help you size the plan, map training to your KPIs and put together a quote for leadership.

Contact SalesOr try it free for 10 days

Read more:The ROI of IT TrainingTransforming Training Into Business ImpactThe Benefits of Employee Training

HOW TO PURCHASE

Build Your HelpDeskPro Core Team Plan

Live pricing. Volume pricing starts at 8 seats.

HelpDeskPro Core Plan for myACI

A+ / Network+ plus 50+ soft-skill micro-courses and Help Desk labs.

  • CompTIA A+ & Network+ training
  • 50+ customer-service & soft-skill micro-courses
  • Help Desk Skill Labs
HelpDeskPro Core Plan for myACI
How many learners?
Add 6 more seats to unlock $450/seat
2 seats × $500/seat/yr$1,000
Annual total$1,000
Add to Cart
GROWING FASTER?

Looking for enterprise features?

Talk to sales about a custom Growth Plan — advanced reporting, LMS integrations, dedicated success support and volume pricing for larger teams.

Contact Sales
NOT SURE YET?

Need help choosing the right bundle?

A training specialist can match your team’s roles and goals to the right library, build a quote for your seats and set up invoicing.

Talk to a Training Specialist
GROW BEYOND TIER 1

Looking to Expand Beyond Help Desk?

Take your team beyond Tier 1 support with ITPro Core — covering networking, cybersecurity, cloud and IT operations to build broader technical capability and clear career paths that keep your best technicians.
  1. HELPDESKPROIT Support Specialist / Help Desk$61,860Median pay — computer user support specialistsCompTIA Tech+ · CompTIA A+
  2. WITH ITPRO CORENetwork Technician$76,220Median pay — computer network support specialistsCompTIA Network+ · Cisco CCNA
  3. WITH ITPRO CORENetwork & Systems Administrator$99,130Median pay — network and computer systems administratorsCompTIA Server+ · CompTIA Linux+ · Microsoft AZ-104 · Microsoft MD-102
  4. WITH ITPRO CORECybersecurity / Security Analyst$129,180Median pay — information security analystsCompTIA Security+ · CompTIA CySA+ · Certified Ethical Hacker (CEH) · CISSP

Median pay: U.S. Bureau of Labor Statistics, May 2025.

Explore ITPro CoreTalk to a Training Specialist

Build a help desk that resolves more at Tier 1

HelpDeskPro combines CompTIA A+ and Network+ training, hands-on Skill Labs and 50 customer service micro-courses, with manager reporting to prove progress. Talk to a rep about the right plan for your team.

  • Trusted by 2,000+ IT and security teams
  • CompTIA A+, Network+ and 50 customer service micro-courses
  • Training plans tailored to your help desk

Schedule a meeting with a rep

Tell us a bit about yourself then choose a time that works best for you.

Already a customer? Get support. Open the full contact form

Give managers visibility into team readiness.

Assign learning paths, track course completion, monitor certification readiness, and export progress reports to show leadership what training delivered.

A platform built for results.

More than training. A complete learning platform.

Give your team hands-on experiences, real-world practice and the insights you need to measure impact and drive growth.

See Manager Reporting

TRAINING THAT FITS YOUR TEAM

Platform and content, built to work as one.

ACI Learning delivers more than videos — it's a tech-enabled solution designed to build real skills. Hands-on labs, guided learning paths, and content tailored by skill level and role, all powered by the myACI platform where learners stay on track and engaged.

The result: your team builds job-ready skills faster, you see the progress in real time, and learning ties directly to the certifications and outcomes your business needs.

GROWING FASTER?

Looking for enterprise features?

Talk to sales about a custom Growth Plan — advanced reporting, LMS integrations, dedicated success support, and volume pricing for larger teams.

Contact Sales →

EACH LEARNER SEAT INCLUDES

myACI Platform
Learning Library

Add as many learner seats as your team needs — volume pricing applies automatically.

+ 1 FREE ADMIN SEATone per plan — full access, plus the tools to run training for your whole team
  • Personalized learning paths mapped to each role and career goal
  • Hands-on Skill Labs that mirror real workplace scenarios
  • Certification prep — practice exams, quizzes & flashcards
  • Practice tests, assessments & Coach Maci — real-time AI support built into training
  • Digital badges that validate skills and boost recognition
  • Skill Points & progress they can track and celebrate daily

Got FAQs? We’ve Got Answers.

HelpDeskPro is a comprehensive team learning bundle designed for small help desk teams. It combines CompTIA A+ Core 1 & 2 for troubleshooting, CompTIA Network+ for networking essentials, and 50 micro-courses on customer service and soft skills to resolve issues faster, reduce escalations, and improve user experiences.

Prefer to talk it through?

Our team will help you choose the right bundle, build a quote for your seats and get your team started — including invoicing and volume pricing.

Contact Sales

Your team's next level starts here. Try it free.

10 days of hands-on access to our most popular, job-ready training experience - perfect for exploring how ACI delivers cyber and IT training for your team.

Launch a Free Trial

Full feature 10-day trial

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Access to IT Pro Bundle

Explore the Full HelpDeskPro Library

Showing 1 to 18 of 50
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  • COURSECall Center EssentialsAll Levels—
  • COURSEClosing Sales with ConfidenceAll Levels—
  • COURSECompetitive SellingAll Levels—
  • COURSEContact Center Excellence - Beyond The MetricsAll Levels—
  • COURSEContact Center Excellence - Speaking the LanguageAll Levels—
  • COURSECreating a Follow-Up Action PlanAll Levels—
  • COURSECustomer Relationship Management 101All Levels—
  • COURSECustomer Service 101All Levels—
  • COURSECustomer Service Pro TipsAll Levels—
  • COURSEDevelop a Customer-Driven Model for InnovationAll Levels—
  • COURSEExpert Insights: Creating an Amazing Customer Experience with Shep HykenAll Levels—
  • COURSEExpert Insights: Professional Selling with Jim CathcartAll Levels—
  • COURSEExpert Insights: Sparking the Customer Experience with Simon T. BaileyAll Levels—
  • COURSEFour Step Conflict ResolutionAll Levels—
  • COURSEHandling Angry CustomersAll Levels—
  • COURSEHiring for Customer ServiceAll Levels—
  • COURSEJill Calls the Office: Telephone EtiquetteAll Levels—

Start Training Your Help Desk Team

Deploy structured IT help desk training today or connect with our team to scale across your organization.

Build Your Team PlanContact Sales
Or try it free for 10 days