Y1-P07 · Phase 7 of 11
Help Desk Ticket Operations
Solve onboarding, password, account lockout, printer, drive, application, and connectivity tickets.
TicketingSLAPriorityCustomer communicationPassword resetsAccount lockoutsOnboarding
Objectives
- 1.Handle password reset tickets
- 2.Resolve account lockout issues
- 3.Process new employee onboarding
- 4.Troubleshoot network drive and printer issues
- 5.Manage ticket priority and SLA
- 6.Communicate professionally with users
Student Outcomes
- Resolve common help desk tickets independently
- Follow proper ticket handling procedures
- Communicate effectively with end users
- Document resolutions properly
Evidence Requirements
- •Ticket resolution documentation
- •Before/after state screenshots
- •Command output evidence
- •Incident reports for each ticket
Acceptance Criteria
- Student can resolve password and lockout tickets
- Student can handle onboarding tickets
- Student follows proper ticket procedures
Evidence & Scoring
Passing: 80%
Tutor — Y1-P07
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