Help Desk Tier 1, Top Trouble Tickets Training Video, Real Life Lesson to work Help Desk.

Introduction

This tutorial provides a step-by-step guide on handling common trouble tickets as a Tier 1 Help Desk technician. By working through real-life scenarios, you will gain practical insights into troubleshooting various IT issues. Whether you're new to IT support or looking to refresh your skills, this guide will help you effectively address common problems.

Step 1: Troubleshooting PDF Files That Don't Open

• Identify the Issue: Check if the PDF file is corrupted or if the application used to open it is malfunctioning.
• Practical Steps:
  • Confirm the file is not corrupted by attempting to open it on another device.
  • Ensure the latest version of Adobe Reader or your preferred PDF viewer is installed.
  • If the application is unresponsive, restart it or reinstall it if necessary.

Step 2: Addressing Slow Websites

• Determine Possible Causes: Issues could stem from network connectivity or browser settings.
• Practical Steps:
  • Test the internet connection speed using an online speed test.
  • Clear the browser cache and cookies to improve performance.
  • Disable browser extensions that may interfere with loading times.

Step 3: Resolving Missing Documents

• Investigate the Situation: Understand whether the documents were deleted, moved, or not saved properly.
• Practical Steps:
  • Check the recycle bin for recently deleted files.
  • Use the search function on the system to locate misplaced documents.
  • Verify that the documents were properly saved in the correct directory.

Step 4: Handling Oracle Database Requests

• Gather Information: Identify the specific request related to the Oracle database.
• Practical Steps:
  • Access the database management system to confirm the request's validity.
  • Check for user permissions that may be preventing access.
  • Ensure that the database server is operational and not experiencing downtime.

Step 5: Fixing a Freezing Computer

• Identify Symptoms: Determine if the issue is caused by software, hardware, or system overload.
• Practical Steps:
  • Check for excessive CPU or memory usage in Task Manager.
  • Close unresponsive applications.
  • If the problem persists, consider rebooting the computer or checking hardware components.

Step 6: Recovering Closed Documents Before Saving

• Act Quickly: Time is critical to recover unsaved work.
• Practical Steps:
  • Check if the application has an auto-recovery feature and access it.
  • Search temporary files in the system for potential backups.
  • Encourage users to enable auto-save features in their applications.

Step 7: Diagnosing Computer Shutdowns

• Investigate Possible Causes: This could relate to overheating, power supply issues, or software problems.
• Practical Steps:
  • Ensure the computer is adequately ventilated and free of dust.
  • Check if the power supply unit is functioning properly.
  • Monitor system temperatures using hardware monitoring tools.

Step 8: Troubleshooting USB Drive Issues

• Identify the Problem: Determine if the USB drive is recognized or if there are file access issues.
• Practical Steps:
  • Test the USB drive on another computer to rule out hardware failure.
  • Check for driver updates or conflicts in Device Manager.
  • If the drive is recognized but files cannot be accessed, consider running a disk check.

Conclusion

By following these steps, you can effectively troubleshoot and resolve common help desk issues. Each scenario provides an opportunity to improve your technical skills and customer service approach. As you gain experience, you’ll become more adept at diagnosing problems and offering solutions. Consider documenting your processes or creating a knowledge base for future reference.