IT Support Services
Categories
Skills
Project scope
What is the main goal for this project?
The main goal of the IT Support Services project is to enhance the efficiency and effectiveness of our IT support services through the implementation of innovative solutions and streamlined processes. This includes solving support tickets, addressing hardware and entry-level network issues, managing new employee onboarding processes, and administering account access, permissions, and Active Directory.
The main goal of the IT Support Services project is to enhance the efficiency and effectiveness of our IT support services through the implementation of innovative solutions and streamlined processes. This includes solving support tickets, addressing hardware and entry-level network issues, managing new employee onboarding processes, and administering account access, permissions, and Active Directory.
What tasks will learners need to complete to achieve the project goal?
Ticket Resolution
Learners will practice solving various types of support tickets, including software issues, hardware malfunctions, and connectivity problems.
Simulation of different ticketing systems to understand workflow and prioritization.
Hardware Troubleshooting
Identify and resolve common hardware issues (e.g., malfunctioning peripherals, hardware upgrades, and replacements).
Hands-on practice with assembling and disassembling PC components.
Entry-Level Network Issues
Diagnose and solve basic network connectivity issues.
Configure and troubleshoot network devices like routers and switches.
New Employee Onboarding
Set up new user accounts and email accounts.
Configure and install necessary software and drivers on new workstations.
Create and implement checklists for the onboarding process.
Account Access and Permissions Management
Manage user accounts in Active Directory, including creating, modifying, and deleting accounts.
Assign and modify permissions and access controls based on user roles.
Understand group policies and their implementation.
Ticket Resolution
Learners will practice solving various types of support tickets, including software issues, hardware malfunctions, and connectivity problems.
Simulation of different ticketing systems to understand workflow and prioritization.
Hardware Troubleshooting
Identify and resolve common hardware issues (e.g., malfunctioning peripherals, hardware upgrades, and replacements).
Hands-on practice with assembling and disassembling PC components.
Entry-Level Network Issues
Diagnose and solve basic network connectivity issues.
Configure and troubleshoot network devices like routers and switches.
New Employee Onboarding
Set up new user accounts and email accounts.
Configure and install necessary software and drivers on new workstations.
Create and implement checklists for the onboarding process.
Account Access and Permissions Management
Manage user accounts in Active Directory, including creating, modifying, and deleting accounts.
Assign and modify permissions and access controls based on user roles.
Understand group policies and their implementation.
How will you support learners in completing the project?
Learners will connect directly with the employer for mentorship and supervision throughout the project.
- Access to Resources: Provide learners with access to relevant IT support systems, documentation, and tools necessary.
- Subject Matter Expertise: Assign experienced IT support professionals as mentors to guide learners in understanding our support environment, identifying pain points, and developing effective solutions.
- Collaboration Opportunities: Facilitate collaboration between learners and IT support team members to gather insights, validate recommendations, and ensure alignment with organizational goals and standards.
- Technical Guidance: Offer technical assistance and guidance to learners during the implementation phase, helping them overcome challenges, troubleshoot issues, and ensure successful deployment of new solutions.
- Feedback and Review: Regularly review project progress, provide constructive feedback on proposed recommendations and implementation efforts, and offer insights for continuous improvement.
Learners will connect directly with the employer for mentorship and supervision throughout the project.
- Access to Resources: Provide learners with access to relevant IT support systems, documentation, and tools necessary.
- Subject Matter Expertise: Assign experienced IT support professionals as mentors to guide learners in understanding our support environment, identifying pain points, and developing effective solutions.
- Collaboration Opportunities: Facilitate collaboration between learners and IT support team members to gather insights, validate recommendations, and ensure alignment with organizational goals and standards.
- Technical Guidance: Offer technical assistance and guidance to learners during the implementation phase, helping them overcome challenges, troubleshoot issues, and ensure successful deployment of new solutions.
- Feedback and Review: Regularly review project progress, provide constructive feedback on proposed recommendations and implementation efforts, and offer insights for continuous improvement.