Project Goal
Without a real help desk job, I created my own practice environment. I wrote 15 realistic user-submitted tickets spanning the most common Level 1 issues, then resolved each one with full documentation — just as I would in a real support role.
Sample Tickets Resolved
- TICKET-001 — "My Outlook won't open." → Repaired Office installation via Apps & Features
- TICKET-004 — "I can't connect to Wi-Fi." → Flushed DNS cache, renewed IP, resolved driver conflict
- TICKET-007 — "My account is locked." → Unlocked via AD Users & Computers, identified bad login attempts
- TICKET-009 — "Printer says offline but it's on." → Cleared print spooler, re-added printer with correct IP
- TICKET-012 — "My screen went black and won't wake up." → Identified faulty display driver, rolled back via Device Manager
- TICKET-015 — "I think I clicked a phishing link." → Escalated to Tier 2, isolated machine, documented incident
SOP Library Built
After resolving repeated ticket patterns, I documented the following SOPs:
- Password Reset & Account Unlock Procedure
- Outlook/Office Repair Steps
- Printer Offline Troubleshooting
- Network Connectivity Flowchart
- Phishing Incident Response Checklist
- New User Onboarding Checklist
- Blue Screen (BSOD) First Response
- Laptop Won't Power On Troubleshooting
Escalation Practice
A key part of Level 1 support is knowing when NOT to fix something yourself. I categorized each ticket by escalation decision:
Resolved at Level 1: 11 tickets (73%)
Escalated to Level 2: 3 tickets (20%)
Escalated to Security: 1 ticket (7%)
✓ Key Outcomes
- Practiced writing clear, professional ticket notes at each resolution step
- Built judgment for escalation vs. self-resolution decisions
- Created an 8-document SOP library usable in a real help desk role
- Gained familiarity with Jira's ticketing workflow, statuses, and assignments
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