IT HELP #2

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KnowledgeBaseDocumentTemplate.docx

Project Two Knowledge Base Document Template

Complete this template by replacing the bracketed text with the relevant information. Repeat these steps for each user problem that you want to create a knowledge base document for.

Gather Information

[Insert text]

Identify What Has Changed

[Insert text]

Create a Hypothesis

[Insert text]

Determine the Appropriate Fix

[Insert text]

Implement the Fix

[Insert text]

Ensure Satisfaction

[Insert text]

Document the Solution

[Insert text]

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ProjectTwoTranscriptforChatBox.docx

Project Two Transcript for Chat Box

This document contains brief chat conversations of users who contacted the IT help desk via the online chat box.

Request Service Chat

User: Good morning. I am trying to edit a PDF, but I can’t.

Help Desk: Good morning! May I ask who I am speaking to? I am happy to assist you.

User: This is Rachelle Lynne Smith. Do you need my employee ID number?

Help Desk: Yes, that would be wonderful. I need to confirm your identity. It also makes it easier if we need to submit any tickets on your behalf, depending on the issue and if I am unable to troubleshoot it.

User: Sure. My ID number is 287937836.

Help Desk: Thank you. So what version of Acrobat Pro do you have on your desktop?

User: I don’t know. I don’t think I have it because when I am trying to open this file from an email I received, a message appears.

Help Desk: What does the message say?

User: Something about an error, and access denied.

Help Desk: Can you confirm that you have Acrobat Pro on your desktop computer?

User: I do not have Acrobat Pro on my desktop computer. That’s why I am messaging you.

Help Desk: Understood. Thank you for this confirmation. Acrobat Pro is a standard, supported product, and we will install the software for you. I can easily create a service ticket to have the software installed. The response time for new software installations is within 2 hours. Is this an acceptable time frame for you?

User: Sure, that’s fine. As long as I have it installed on my desktop by the end of my shift, I should have enough time to complete what I need to do before the deadline. What’s the next step?

Help Desk: Once the ticket has been reviewed, a desktop technician will arrive at your desk to install the software. This is why I want to ensure that this time frame is acceptable for you.

User: Understood. I do have a meeting to attend in five minutes that should last about an hour. Mind making a note of that on the ticket?

Help Desk: Of course. Happy to do so. Now I will need more of your information to create a ticket for you, and so that we can install Acrobat Pro on your desktop in a timely manner.

(Conversation continues. User provides detailed information.)

Incident Service Chat

User: Hello, my name is Larry Adams. I cannot print from my desktop computer. I work in Finance.

Help Desk: In reviewing your call history, I can see that we have sent a technician to look at this problem several times. I am sorry the service call is taking more than one occurrence to resolve your problem. In most cases, we are equipped to handle diagnosis and repair on our first visit to your workstation. However, this situation does require that I dispatch another technician to look at your computer. I am going to send a senior technician on our staff. This is our standard procedure for situations like this.

User: Okay. How long will this take? I need to print something before my next meeting, which is in 30 minutes.

Help Desk: With our workflow, our technicians are expected to resolve an issue within five hours. Since this has been an ongoing issue and you have a meeting soon, I will escalate the issue right away and will see if we can get a technician at your desk within the next 15 minutes. If we do not have a technician available, do you have an alternative plan?

User: Yes, I can share what I need to share electronically, but I want everyone to have a printed copy so they can take notes.

Help Desk: Okay, I am glad to hear that. I am escalating this issue now. Please stand by, and I will update you with further information.

(Conversation continues until technician arrives and troubleshoots the issue.)

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ProjectTwoTranscriptforPhoneCalls.docx

Transcript for Phone Cals

This document includes the transcript of the user phone calls. These are phone calls of users who called the help desk for technical support.

Call #1

Help Desk: Good morning. This is William from the IT help desk. How may I help you?

User: Hi. My password is expired. I’m getting really annoyed, because I just reset my password two days ago, and I either already forgot it, or the system is not recognizing my new one.

Help Desk: Okay, I’d be happy to go through the process of resetting your password for you. It should take only a few minutes. May I ask who I am speaking to?

User: Jane. Jane Cole. I am an employee.

Help Desk: Hello, Jane. I am happy to be assisting you. Can you provide me with your employee ID number so I can verify your identity? Then can you also provide me with your mobile phone number?

User: Yes. My employee ID number is ID18902364940. My phone number is (###) ###-####.

Help Desk: Thank you, Jane. I am sending you a text message that contains a link to reset your password. After you click on that link, enter your employee-issued email address in the  User ID field. Then type in what you want your new password to be. You will have to type it twice for confirmation.

User: Okay, let me try that… It’s still not working.

Help Desk: Hmmm. What does the screen say?

User: I cannot see the text on my mobile device because the words are too small. There are red words though.

Help Desk: Ah, okay. There is a chance that your new passwords do not match. Please try again, typing your passwords in slowly, and ensuring that they match. It also could be that you’re using the same password that you used in the past, and the system doesn’t allow for passwords to be used again. The red text usually comes up in either of those two cases.

User: Okay. That’s the issue. I must be using a repeat password. I get so confused with all of these passwords.

Help Desk: It is easy to get confused; there are a lot of passwords to remember. Let me know when you receive confirmation that the password has been reset.

User: Okay, it looks like it let me through the system.

Help Desk: Now that you’ve successfully logged onto your mobile, I recommend trying your desktop log-in. If you have any issues with that, please give us a call back, alright?

User: Sounds good. Thank you.

Help Desk: Jane, it was my pleasure to assist you. Have a great day.

Call #2

Help Desk: Good morning. This is Victoria from the IT help desk. How may I help you?

User: Hi. My name is Frederick. I am unable to access Wi-Fi in the café in our building. When I was at my desk, the Wi-Fi was working alright. Can you help me connect to the Wi-Fi using my MacBook Pro?

Help Desk: Hello, Frederick. I would be happy to assist you with your Wi-Fi connection. Could you tell me what department you work in and your email address?

User: Great! I work in Marketing. My email is Frederick.McDowell43@businessorg.com

Help Desk: Frederick, you stated you are using a MacBook Pro. What version of the macOS is installed on your MacBook Pro?

User: Victoria, it’s currently using macOS Catalina, 10.15.4.

Help Desk: Frederick, thank you for that information. Please do the following:

· Click on the Wi-Fi symbol on the upper right corner of your screen, then choose the CafeNet connection

· You will see a pop-up screen. Please enter your employee username and the password for that username.

· You will receive another pop-up that says “Connected to CafeNet.”

· You can now start a web browser. Please confirm.

User: Okay, give me a second… Victoria, I was able to reach our main website via this Wi-Fi. Thanks so much for helping me.

Help Desk: Frederick, it was my pleasure to assist you. Please give the help desk a call if you have any other questions about accessing the SNHU student Wi-Fi.

User: Have a good day.

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IProjectTwoFiveTickets.docx

Project Two Five Tickets

This document contains the five ticket submissions received by the help desk that you work for. The information in these tickets is fictional to provide you with practice as to what an actual IT help desk ticket looks like in the profession. While some of the information on the tickets is necessary for you to troubleshoot, other information is for additional context.

Ticket number INC0352668

The image displays the content of ticket number INC0352668, which looks similar to how a authentic HelpDesk ticket would look like. On the left-hand side of the ticket, it includes the following information: The caller type is internal, the contact type is help line, the requestor's name is Robert Vinson (e116373), the best call back number is 281-233-1941. the airport location is IAH. the campus building is IDO Building, the service name is Enterprise Applications, the category is sharepoint. Nothing is noted in the host name. On the right-hand side of the ticket, the following information is included: the ticket was created at 04-20-2020 08:38:31 AM and by Alan Sims (e122064), the state is working in progress, the impact is 3 - Low, the priority is 4 - Low, the SLA due is 4-22-2020 02:38:31 PM, the assignment group is HAS IT Application Services, and is assigned to Ashlish Govil (e127529). At the bottom of the ticket, the short description is "User cannot access sharepoint website.

Ticket Number INC0354837

The image displays the content of ticket number INC0354837, which looks similar to how a authentic HelpDesk ticket would look like. On the left-hand side of the ticket, it includes the following information: The caller type is internal, the contact type is help line, the requestor's name is Kim Keel (e153536), the best call back number is (281) 233-1509. The airport location is IAH, the service name is Hardware, the category is work station, the subcategory is hardware fault. On the right-hand side of the ticket, the following information is included: the state is open, the impact is 3 - Low, the priority is 3 - Low, the SLA due is unknown, the assignment group is HAS Desktop. The ticket has not been assigned yet. At the bottom of the ticket, the short description is "When I boot my desktop, I get a blue screen. The help desk upgraded my machine yesterday to Windows 10. What do I need to do? Please send someone to my desk. I'm on the 3rd floor at the main building."

Ticket Number INC0352699

he image displays the content of ticket number INC0352699, which looks similar to how a authentic HelpDesk ticket would look like. On the left-hand side of the ticket, it includes the following information: The caller type is internal, the contact type is help line, the requestor's name is Heidel, Joseph(cavjheid), the best call back number is (281) 233-1642. The airport location is HOU, the service name is Technology Infrastructure, the category is physical security, the subcategory is prowatch/maxpro. On the right-hand side of the ticket, the following information is included: the ticket was created on 04-20-2020 9:17:43 AM, and was created by Joseph Heidel (cavjheid), the state is work in progress, the impact is 3 - Low, the priority is 4 - Low, the SLA due is unknown, the assignment group is 04-20-2020 03:17:43 PM. The ticket has been assigned to has maxpro/prowatch, Ii is assigned to Joseph Heidel. At the bottom of the ticket, the short description is "HOU Security Console is not allowing login."

Ticket Number INC0352723

The image displays the content of ticket number INC0352723, which looks similar to how a authentic HelpDesk ticket would look like. On the left-hand side of the ticket, it includes the following information: The caller type is internal, the contact type is email, the requestor's name is Hill, Scott (e136614). On the right-hand side of the ticket, the following information is included: the ticket was created on 04-20-2020 9:45:06 AM, and was created by Hill, Scott (e136614), the state is open, the impact is 3 - Low, the urgency 3 - Low, the priority is 4 - Low, the SLA due is 04-22-2020 03:45:06 PM, the assignment group is HAS service desk. At the bottom of the ticket, the short description is "DocuSign - Capabilities." The Description is "Hello, May we add the capabilities to my DocuSign account for me to be able to send documents for signatures? Thank you."

Ticket Number INC035946

The image displays the content of ticket number INC0352723, which looks similar to how a authentic HelpDesk ticket would look like. On the left-hand side of the ticket, it includes the following information: The caller type is internal, the contact type is help line, the requestor's name is Keel, Kim (e153536), the best call back number is (281) 233-1509, the airport location is EFD, the service name is hardware, the category is work station, the subcategory is hardware fault. On the right-hand side of the ticket, the following information is included: the state is open, the impact is 3 - Low, the urgency 3 - Low, the priority is 4 - Low, the SLA due is unknown, the assignment group is HAS desktop. At the bottom of the ticket, the description is "When I turn on my PC, I receive this error on my screen, 'Error loading Operating System.' Can someone remote to my machine or come by to see what is going on?"

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