Help Desk Tier 2 Practical Training (50 Trouble Tickets)

Name: Help Desk Tier 2 Practical Training (50 Trouble Tickets)
Rating: 4.1 (107 reviews)

Real Trouble Tickets and Solutions

Created byErvin "cobuman"

Last updated 8/2022

English

What you'll learn

Tier 2 Troubleshooting Methodology and Way of Thinking
50 Trouble Tickets with Multiple Possible Solutions
Theoretical and Real Examples/Instructions
Majority of Possible Issues and Solutions in a Businesses Environment

Course content

1 section • 51 lectures • 6h 36m total length

Your Connection isn't private error7:49
Hard Drive versus Solid State Drive3:20
Share Point Access Denied error13:06
Lost Wifi access after returning from vacation4:48
Windows 11 Upgrade Problem5:47
Verint screen recording not working6:55
Office 365 Outlook password not updating7:28
Debug Office 365 Outlook password not updating by verifying correct input, checking VPN connectivity, assessing lockouts, and choosing between reinstalling the desktop client or using web mail.
Laptop wont connect to TV through HDMI6:27
Verint Audio Recording not working2:22
Sonicwall Netextender Printer Connection Issue10:25
Troubleshoot sonicwall netextender printer connection by verifying network printer settings, IP address, and driver, comparing configurations with coworkers, and ensuring proper TCP/IP printer setup on the VPN network.
Laptop Keyboard Keys not working7:37
How to Configure DNS on local computer10:20
Demonstrates how to configure a DNS server on a local computer via network settings and adapter properties, including adding Google DNS or AT&T local DNS and saving changes.
Local Computer Firewall Settings12:49
Wifi randomly disconnecting users9:17
Troubleshoot wifi outages by logging into the router, assess connected-device limits, adjust the maximum concurrent connections, and test signal to identify and resolve random disconnections.
Libre Office not opening6:07
VPN not Working9:11
Domain forwarding with DNS A Record5:49
Outlook Mail is Slow12:30
Troubleshoot slow Outlook mail by resetting or recreating the local mail profile and checking exchange server settings, mail accounts, and IMAP/SMTP configurations in control panel.
Outlook Password Popup4:57
Double Sided Printing Problem4:18
Speed up Computer4:43
Duo Authenticator Errors10:11
Microsoft Teams Plugin Error10:03
Network Backup is not working6:26
Remote Desktop Connection Password4:12
Dots on Printed Paper5:03
Windows Update is Frozen/Stuck17:11
Deleting Windows Registry Keys9:57
PDF Printing Issue7:37
Identify and resolve common pdf printing issues, from using pdf creators to convert or save documents as pdf, and apply troubleshooting steps for failed conversions and seeking support.
Clean Uninstall of Programs2:55
Scan to Email Configuration8:31
Learn to configure scan to email and scan to folder on Konica Minolta and Kyocera printers, with SMTP settings, exchange server, port 25, connection timeout, and max mail size.
RDP disabled, not working6:25
Missing Shared Drive7:38
Email Searching Issue, Send and Receive Error8:09
Diagnose Outlook email searching and send/receive errors by checking Exchange server status and possible network issues. Test latency with ping and review the task manager to isolate the connection.
What is a plug in or extension4:20
Laptop reached its capacity limit11:51
All files Disappeared, no OneDrive Access3:20
Network issue, Website down example7:15
Demonstrates diagnosing network issues by pinging domain names and IP addresses, spotting a missing subnet, understanding DNS, firewall blocks, and how bots or attackers can cause no reply or timeout.
Computer is hot and turns off6:34
identify and resolve computer overheating by cleaning dust, checking for a virus causing high cpu usage, and verifying proper cooling with vents, fan, heatsink, and thermal paste.
OS Migration in a business environment11:38
Printer can't connect, web portal settings6:22
"this site can't provide a secure connection" error message8:26
Outlook deleting emails, Outlook rules setup11:52
Blank spaces before email signature, safesend addon issue10:15
Outlook is Slow, 2nd example8:59
Network Scanner Keeps Going Offline10:12
Outlook Outgoing emails not saving in sent items folder4:33
OneDrive not Sync after Domain Migration9:20
Excel is Slow, Possible network storage issue6:33
Closed Captions not working on Adobe Premiere video5:51
Fan noise from the laptop (Bonus Ticket)8:16

Requirements

Help Desk Tier1/Entry Level IT Support
Completion of my first Help Desk course is recommended (not required)

Description

This is a Practical Training video; meaning that all 50 tickets are from real people using a real (Jira) ticketing system.

These lectures are designed to provide multiple possible solutions to each trouble ticket. This is done by verbal explanations and system navigation.

It is recommended but not required to have entry level experience when taking this course. People without experience can learn a lot from this course; but basic and working knowledge of computers is highly recommended because of the course pace.

Make no mistake, this course is directly taking you to the ticket system training and troubleshooting. There is no presentation on Help Desk because in my opinion they are waste of time. You need immediate and real knowledge to be successful.

Yes, I teach Help Desk in my courses but I also teach people interaction; this is super important and a huge part of the job.

Working Help Desk is the first stepping stone to successful and profitable career in IT. After you work Help Desk, as little as six months experience is enough for you to get promoted. This is why it's super important to be the best Help Desk representative in order to sky rocket your career.

My videos are are the best starting point because everything I instruct is based of real experience.

Who this course is for:

Entry Level IT Support
Current Help Desk Employees
Site Support Technicians