Y1-P11 · Phase 11 of 11
Help Desk Capstone
Demonstrate comprehensive help desk competency through a multi-ticket capstone assessment.
CapstoneMulti-ticket handlingDocumentationPortfolioAssessment
Objectives
- 1.Resolve a series of mixed help desk tickets
- 2.Document all resolutions professionally
- 3.Produce a complete portfolio of evidence
- 4.Demonstrate independence across all Year 1 skills
- 5.Pass the instructor assessment
Student Outcomes
- Independently handle a full range of help desk tickets
- Produce employer-ready portfolio evidence
- Demonstrate readiness for Year 2
- Pass the Gate 1 assessment
Evidence Requirements
- •Complete ticket resolution portfolio
- •Capstone assessment scores
- •Final portfolio documentation
- •Instructor evaluation
Acceptance Criteria
- All capstone tickets resolved
- Portfolio is employer-ready
- Instructor assessment score >= 80%
- Gate 1 competency demonstrated
Evidence & Scoring
Passing: 80%
Tutor — Y1-P11
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