IT Support and Help Desk Operations
Help Desk Operations Lab — Foundations
This opening track focuses on how requests move from channel to resolution. You will practice writing clear updates, classifying issues, and coordinating with internal teams using the same templates our mentors use in live operations. Sessions blend short lectures with guided labs where you rotate through intake, escalation, and closure roles.
Tuition (informational)
890,000 KRW
Installment details appear in enrollment docs. See Returns & Refunds.
Request informationWhat the modules stress
- Shared queue simulation with rotating analyst roles
- SLA timer exercises with realistic breach scenarios
- Customer-facing note templates for email and chat
- Asset linking basics tied to your cohort knowledge base
- Peer review of ticket threads with mentor annotations
- Capstone: half-day mock shift with documented handover
- Office hours on tone and clarity for end-user comms
Outcomes you can evidence
- Produce complete ticket records with correct priority and category metadata.
- Describe escalation paths and when to loop in network or application teams.
- Draft user-facing messages that pass the cohort quality rubric.
Lead facilitator
Hina Park
Former service desk lead for a regional logistics group; now full-time delivery coach.
Logistics questions
No professional experience is required. Comfort with everyday computer tasks and a willingness to practice writing in English is enough to start.
Vendor certification exam fees, personal hardware, and travel to optional in-person intensives are not part of tuition.
We cap enrollment so every participant receives feedback on written tickets; exact cohort size varies by quarter and is shared during enrollment.
Peer commentary
“The Help Desk Operations Lab forced me to rewrite messy notes until they read like something I would send a manager—especially the module on the Help Desk Operations Lab queue simulation.”
“Clear expectations. I wish one lab started earlier for my timezone, yet the mentor notes on my Help Desk Operations Lab capstone handover were precise.”
Campus & phone
101-1, Hyeondaeuseongapateu, Hagye 2(i)-dong, Nowon-gu, Seoul, Korea