Help desk · service desk · public or private
Helpdesk & Technical Support Customer Service Training
Customer service training for help desk, service desk and IT support teams that makes an immediate difference to every support call. Your team learns to stay in control, explain without jargon and calm frustrated customers.
Choose Essentials, Foundations or PRO. Book a ticket on a live online public course, or train your whole team privately, online or onsite.
- ACXPA certified courses
- Live online or onsite
- Certificate included
Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained
What’s in it for your team
What your support team will do differently
Your support team often hears from customers when they’re frustrated, stressed or under pressure. Every call tests patience and professionalism, not just technical knowledge.
Our training gives technical staff the structure and language to stay calm and in control, so fixes feel like great service.
- Fewer escalations and repeat contacts
- Higher customer satisfaction and first contact resolution
- Calmer, more confident staff on difficult calls
Stay in control of the call
A clear structure for support calls, from the greeting to the next steps.
Ask better questions
Questioning and listening that get to the real issue faster.
Explain without jargon
Plain-language explanations that customers understand and trust.
Set clear expectations
Manage timeframes, outages and next steps so customers aren’t left guessing.
Calm frustrated callers
De-escalate tense calls and protect your team’s wellbeing.
Lift CSAT and FCR
Consistent, professional support that resolves more at the first contact.
Choose your course
Ready-made support training, built from real experience
Our trainers have led and coached support teams. These courses turn what actually works on support calls into one proven framework your team can use straight away.
Pick the depth that suits your team. Each course is ready to run for immediate impact, and we can tailor any of them for you.
Technical Support Customer Service Essentials
1 × 3-hour sessionlive online or onsite
$315per person, ex GST
Best for: new starters, or a fast refresh for experienced staff.
- A clear structure for support calls
- Setting clear expectations
- Explaining without jargon
- Questioning and active listening
Technical Support Customer Service Foundations
2 × 3-hour sessionsor a half day onsite
$485per person, ex GST
Best for: anyone who wants skills to stick through practice.
- Everything in Essentials
- More role plays with live coaching
- Managing frustrated customers
- Fewer escalations
Technical Support Customer Service PRO
3 × 3-hour sessionsor a full day onsite
$645per person, ex GST
Best for: teams who want to master support calls.
- Everything in Foundations
- Advanced call control
- Outage communication
- De-escalation and service recovery
Three ways to train
Book a ticket for one person, bring the training to your whole team, or learn at your own pace.
Public course
Join a scheduled live online class
- Essentials or Foundations
- Fixed dates, easy to plan ahead
- Book one or more people
- Save 15% when you book 3 or more
Private team training
Your team only, as-is or tailored
- Essentials, Foundations or PRO
- Or tailored to your tools and SLAs
- Live online or onsite, on your dates
- Minimum 5 participants
Self-paced online
Short video lessons, any time
- From $9.15 per person a month
- 400+ practical lessons and quizzes
- Manager dashboards, custom pathways
- Certificates for every course
Not sure which course suits your team? Ask for a recommendation
Getting sign-off?
Compare all three courses, in one PDF
Download a two-page course guide that compares Essentials, Foundations and PRO: length, price, availability and what each level covers, ready to forward or attach to an approval.
Technical support customer service course guide
All three levels side by side, with the modules in each and how to book.
Download the PDFPrefer to talk it through?
Not sure it suits your team? Get in touch and we’ll help you choose.
Talk to usUpcoming live public courses
Book a public technical support customer service course
Essentials and Foundations run live online via Zoom, in short sessions that fit around rosters, peak call times and SLAs. Pay by card or request an invoice at checkout.
- 17Nov2026Technical Support Customer Service EssentialsTue 17 Nov · 1:30–4:30pm AEDT · 3 hours · Online via ZoomGive your help desk a proven structure for every support call in this 3-hour live online course with Simon Blair, on Tuesday 17 November 2026.$315ex GSTView course
- 26Nov2026Tech Support FoundationsThu 26 and Fri 27 Nov · 9:30am–12:30pm AEDT · 2 × 3 hours · Online via ZoomBuild the customer service skills your help desk needs on the phone, by email and in chat in this 2 × 3-hour live online course with Simon Blair, Thursday 26 and Friday 27 November 2026.$485ex GSTView course
- 21Jan2027Technical Support Customer Service EssentialsThu 21 Jan · 1:30–4:30pm AEDT · 3 hours · Online via ZoomGive your help desk a proven structure for every support call in this 3-hour live online course with Simon Blair, on Thursday 21 January 2027.$315ex GSTView course
- 2Feb2027Tech Support FoundationsTue 2 and Wed 3 Feb · 1:30–4:30pm AEDT · 2 × 3 hours · Online via ZoomBuild the customer service skills your help desk needs on the phone, by email and in chat in this 2 × 3-hour live online course with Simon Blair, Tuesday 2 and Wednesday 3 February 2027.$485ex GSTView course
- 16Mar2027Tech Support FoundationsTue 16 and Wed 17 Mar · 9:30am–12:30pm AEDT · 2 × 3 hours · Online via ZoomBuild the customer service skills your help desk needs on the phone, by email and in chat in this 2 × 3-hour live online course with Simon Blair, Tuesday 16 and Wednesday 17 March 2027.$485ex GSTView course
- 18Mar2027Technical Support Customer Service EssentialsThu 18 Mar · 1:30–4:30pm AEDT · 3 hours · Online via ZoomGive your help desk a proven structure for every support call in this 3-hour live online course with Simon Blair, on Thursday 18 March 2027.$315ex GSTView course
Who it’s for
Who is technical support customer service training for?
Anyone in a phone-based or hybrid support role who needs to balance problem solving with a calm, professional customer experience.
IT support and service desks
Internal or external support for staff, customers and corporate systems.
Help desk teams
Frontline staff handling troubleshooting and service queries.
Contact centre agents
Phone-based support for technical products, platforms and services.
SaaS and software support
Helping users get the most from cloud-based tools and apps.
Telco and ISP support
Internet, NBN, phone and connectivity issues.
In-house tech admins
Junior IT staff supporting internal teams or customers.
Looking for all our customer service training? Browse all customer service courses
ACXPA certified
Want your help desk trained to a recognised service standard?
CX Skills is the official training partner of ACXPA, which sets the standards used to assess customer service and publishes the Australian Call Centre Rankings.
Our technical support courses are ACXPA certified, with call handling aligned to the standards used to assess phone service.
- ACXPA certified technical support courses
- Built on the standards used to assess customer service
- ACXPA members save 25% on every live public course
ACXPA membership
Want the tools and support to resolve more at the first contact?
ACXPA membership is a practitioner-built, vendor-neutral toolkit for anyone who supports customers or colleagues on a help desk, and you don’t need to book a course to use it.
Members get self-paced courses on communication skills, difficult customers and clear emails, planning tools to staff the desk, coaching tools for team leads, and live access to contact centre leaders every fortnight.
- 17self-paced courses with certificates
- 65+tools, templates and resources
- 50+hours of live expert access a year
- 25%off CX Skills live public courses
Sharpen your skills, any time
Self-paced courses on communication skills, difficult customers and clear emails, each with a workbook, quiz and certificate.
Plus one-minute refreshers that work well in a team huddle.
Coach the people who need it
The Agent Performance Matrix plots each person on quality versus productivity, so you can see where coaching will help most.
Business Members also get the Team Leader Coaching Guide, with tailored prep for 14 common scenarios, and an Employee Goal Tracker.
Live expert access
A relaxed, off-the-record Open Mic on Zoom every second Tuesday with ACXPA’s founder and CEO.
Plus monthly CX and Call Centre Roundtables, kept in a searchable library.
Plus member tools built for help desks
Staff the desk properly
The WFM Hub’s planning tools and calculators, including Erlang C, to work out how many people you need.
480 Customer Response Templates
Written replies your team can adapt, included with Business Membership.
The standard your calls are judged on
The ACXPA Global Contact Centre CX Standards: the phone behaviours ACXPA uses to assess customer service calls.
An ACXPA Individual Membership is $197 ex GST a year, and Business Membership starts at $497 for a team of five, under $100 per person.
Every member gets 25% off CX Skills live public courses: five people on one $485 Foundations course save $606.25, more than a Business Membership costs.
Why CX Skills
Why our support training gets better results
Technical support is high-pressure work. Our programs are built for help desk, service desk and IT support teams, so every skill maps to the calls and cases your team handles.
100% support-focused
Troubleshooting calls, tickets, escalations and outages: every technique is built for support work.
Scenario-based practice
Role plays based on real support scenarios with coaching, so people practise the calls they take.
Trainers who’ve done it
Usually delivered by Simon Blair, one of Australia’s most experienced customer service trainers.
Measurable outcomes
Skills that lift CSAT, first contact resolution and staff confidence, and are easy to track.
Built for busy desks
Short, structured sessions fit around rosters, peak call volumes and change windows.
Industry standards
ACXPA certified, and built on the standards used to assess customer service.
Reviews
What participants say about our training
Verified reviews from technical support and help desk staff who’ve completed our courses.
374 verified reviews across all CX Skills courses
Read every reviewCustomer service courses, including technical support, · 136 reviews
On Google · 39 reviews
Independently verified
Great Training for Tech Support Professionals
This training was a great experience. It helped me understand how to support end users effectively and respond professionally. The trainer was clear, engaging, and focused on real-world scenarios. I now feel more confident in handling tech support tasks and communicating with customers. Highly recommend for anyone starting or improving in IT support.
Excellent Tips, Tricks and Skills!
Simon has a depth of knowledge and experience. He breaks things down using simple and easy communication, and is a fantastic trainer. I would highly recommend if you require sharpening some of the skills in your toolset.
Highly recommended, informative and well structured
I would highly recommend Simon Blair to anyone looking to enhance their customer service skills.
He presented the material in a clear and engaging way, making it easy to understand and keeping everyone involved.
The session was overall fun and informative, thanks to Simon’s excellent teaching style.
FAQs
Technical support customer service training FAQs
Course options, delivery, pricing and who the training suits.
Who is technical support customer service training for?
Essentials vs Foundations vs PRO: what changes?
- Essentials: the fundamentals in one 3-hour session.
- Foundations: 2 × 3-hour sessions with more coaching, role play and feedback.
- PRO: 3 × 3-hour live online sessions or a full day onsite, focused on advanced call control, complex troubleshooting conversations, expectation-setting during outages and de-escalation. PRO is private only.
How much does technical support customer service training cost?
Does live online training work for support teams?
What’s the difference between public and private courses?
Can the training be customised for our environment?
Do participants receive a certificate?
Is there a self-paced option?
How do I book?
Talk to us
Questions about training your team?
Book a call to talk it through, or send us a message and we’ll get back to you.
Book a callDownload the fact sheet
Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.
Ready to lift every support call?
Book a ticket on a public course, train your whole team privately, or start self-paced today.