Agent trainingCurriculumNew hireOnboarding
IT Support Agent Training Curriculum
workro desk team·6 min read·20 February 2027
30-Day Training Plan
Week 1: Foundations
- Company overview and IT policies
- Helpdesk tool training
- Ticket lifecycle walkthrough
- Shadow experienced agent
Week 2: Skills
- Common issues and resolutions
- Communication standards
- Escalation procedures
- Knowledge base contribution
Week 3: Practice
- Handle tickets with supervision
- Practice escalation scenarios
- Write knowledge base articles
Week 4: Independence
- Handle tickets independently
- First quality review
- Sett-in check-in with manager
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