Introduction to HelpDesk

Explore an overview of help desk essentials, including ticketing tools, data to collect from customers, scope and playbook guidelines, and plan for troubleshooting Outlook, Teams, and Active Directory scenarios.

Resolve tickets by applying the playbook, consulting colleagues, and escalating to appropriate teams, while documenting all details in the ticketing tool and following up within 24 hours.

Learn the helpdesk welcome and closing script: greet the caller, collect the incident or reference number, and explain follow-up or transfers to keep customers informed and satisfied.

learn how to locate user details in your organization’s directory when assisting customers, including names, user IDs, phone numbers, emails, designations, and reporting structure, while respecting internal security policies.

Learn how to use ServiceNow to create and manage incidents, assign tickets to groups, and track assignments from assigned to me to my group, with practical tips.

Learn how to open a new incident in ServiceNow, fill key fields, assign groups, enter caller details, set category and subcategory, record notes, and resolve the incident.

Create and search incidents in the helpdesk using incident or request numbers in BMC Remedy, assign tickets, and record issues with notes, including impact, urgency, and priority.

Explore how to use the BMC Remedy ITSM ticketing tool, log and track incidents and problems, assign groups, capture fields, and review ticket histories and resolutions.

Learn to connect to the company network via VPN tools such as Pulse Secure and Citrix, manage passcodes and pins, and troubleshoot token-based login.

Learn how Active Directory stores user data and services, open it, enable or disable accounts, reset passwords, and manage group memberships with owner or delegate approvals.

Create a user in Active Directory. Use Active Directory users and computers to set the login name and password, including must change the password at the next log on.

Explore how service level agreements define expected uptime and downtime in practice. Use cloud and data center examples to calculate monthly downtime and determine required server counts.

Learn how Microsoft Teams enables real-time collaboration and file sharing, and troubleshoot common issues by closing tasks, clearing cache, adjusting audio and video settings, and reinstalling the app.

Open the start menu, access control panel, and choose uninstall a program to remove software such as Microsoft Teams, noting that uninstallation may take a few minutes.