Service Desk

Resolve technical issues and escalate network outages alongside Datacom's service desk team

Complete work that simulates life on the job. 2-3 hours and self-paced.
Stand out in your application to Datacom. Show us you're a motivated candidate.

Why complete this job simulation

A risk-free way to experience work on the job with us at Datacom. Practise your skills with example tasks and build your confidence to ace your applications.

Self-paced

2-3 hours

No grades

No assessments

Introductory

Welcome to the Datacom Service Desk Job Simulation! We are thrilled to have you here.

Datacom is a leading IT service provider, offering innovative and customer-centric IT solutions across various sectors. Within our managed services division, our teams work tirelessly to ensure seamless IT operations for our clients, address a wide range of technical challenges, and guarantee high levels of customer satisfaction.

During this program, you will get the opportunity to step into the shoes of a Datacom team member and complete tasks that replicate the work that our service desk team does every day. You’ll learn key skills in:

Effective problem-solving and troubleshooting for technical issues.
Providing excellent customer service and clear communication.
Prioritising and managing IT support tickets.
Escalating complex issues according to IT Infrastructure Library (ITIL) processes.

We hope this program provides a great resource for you to upskill and strengthen your resume as you explore career options and a potential career at Datacom.

How it works

Complete tasks guided by pre-recorded videos and example answers from our team at Datacom. No live sessions, all self-paced.
Earn a certificate and add it to your resume and LinkedIn as an extracurricular activity.
Stand out in applications. Confidently answer interview questions and explain why you’re a good fit for our team.

Skills you will learn and practice:

Analytical Thinking

Communication

Critical Thinking

Documentation

IT Service Management

Problem Solving

Time Management

Introduction from Datacom

Tasks

Intro & Scenario

Background context and your project team

Your role

You are stepping into the role of a service desk agent at Datacom, a leading IT services company renowned for its commitment to excellence in customer support and technical problem-solving.
You are the first point of contact for clients experiencing technical issues. You have access to a comprehensive toolkit, including a ticketing system, knowledge base, and communication platforms to assist you in your duties.
Your daily challenges range from troubleshooting simple software issues to guiding customers through complex system errors, all while maintaining a professional and empathetic approach to customer service.

Your goal

Your primary objective is to effectively address and resolve customers' technical issues, ensuring high levels of customer satisfaction through skilled troubleshooting, clear communication, and efficient problem resolution.
Additionally, you aim to enhance your understanding of IT support processes and customer service principles, developing your ability to manage and prioritise tasks, document interactions and solutions accurately, and, when necessary, escalate issues to the appropriate technical teams for further assistance.

Intro & Scenario

Background context and your project team

Your role

You are stepping into the role of a service desk agent at Datacom, a leading IT services company renowned for its commitment to excellence in customer support and technical problem-solving.
You are the first point of contact for clients experiencing technical issues. You have access to a comprehensive toolkit, including a ticketing system, knowledge base, and communication platforms to assist you in your duties.
Your daily challenges range from troubleshooting simple software issues to guiding customers through complex system errors, all while maintaining a professional and empathetic approach to customer service.

Your goal

Your primary objective is to effectively address and resolve customers' technical issues, ensuring high levels of customer satisfaction through skilled troubleshooting, clear communication, and efficient problem resolution.
Additionally, you aim to enhance your understanding of IT support processes and customer service principles, developing your ability to manage and prioritise tasks, document interactions and solutions accurately, and, when necessary, escalate issues to the appropriate technical teams for further assistance.

Reviews

4.7

I enjoyed the simulation because it felt realistic and reflected the types of situations a service desk analyst would encounter. The tasks covered both technical troubleshooting and customer communication which is important fo rthis type of role. I also loved receiving example answers after each task as they provided useful feedback and showed areas that i could improve on.

Student, Victoria University of Wellington

I enjoyed how realistic the simulation felt. It presented a practical IT support scenario that required analysing multiple support tickets, assessing their impact and urgency, and applying ITIL incident management principles. It also highlighted the importance of effective customer communication during major incidents, making the exercise relevant to real-world IT support environments.

Student, University of Lagos

Feedback provided throughout the activity. It helped me identify areas where I was lacking knowledge or skills and gave me the opportunity to correct my mistakes and improve my understanding. The simulation allowed me to learn from real-world scenarios and build confidence in handling IT support tasks more effectively.

Student