Posted: March 2nd, 2022

Support Queue Case Study

nstructions

For this challenge, you’ll apply the CompTIA 6-Step Troubleshooting Course of to elucidate how you’d deal with Hudson Fisher Associates Help Desk Tickets. There are three teams of tickets, Stage 1, Stage 2, and Stage three. You’ll choose two tickets from every group.

As you put together to investigate and hopefully resolve these typical IT Help desk tickets, remember that for this course, it’s extra in regards to the course of and fewer about discovering the “right” reply. It’s possible you’ll not at all times discover a precise reply from the data given. The issues are structured to approximate what you will discover within the office. Use a logical and repeatable course of (e.g., the CompTIA 6-Step Troubleshooting Course of) and get rid of the inconceivable as you’re employed your manner by way of every state of affairs.

CompTIA 6-Step Troubleshooting Course of:

Determine the issue.
Set up a principle of possible trigger.
Consider the idea to find out the precise trigger.
Set up a plan of motion to resolve the issue and implement the answer.
Confirm full system performance and if relevant implement preventative measures.
Doc findings, actions, and outcomes.
How Will My Work Be Evaluated?

As you progress in your info know-how and cybersecurity profession, you might end up making shows to prospects, shopper audiences, and administration. For this task, it is best to articulate your findings from the six Help instances.

However the problem you face is in expressing a technical resolution to a nontechnical viewers. Keep away from jargon and acronyms. Discover a strategy to relay your resolution (and challenges) in language that your viewers will discover simply relatable.

Speaking on this method won’t at all times be simple. It’s possible you’ll battle to seek out the appropriate analogy or metaphor. However should you can grasp the talent of summarizing your outcomes and proposals to administration in an efficient presentation, you’ll reveal how you employ your technical information to convey your concepts to others in an expert setting. Additionally, you will earn the respect and belief of your friends, your supervisor, and higher administration as an efficient communicator. You may be seen as an worker prepared for development.

The next analysis standards aligned to the competencies can be used to grade your task:

1.1.1: Articulate the principle thought and function of a communication.
1.1.three: Current concepts in a transparent, logical order applicable to the duty.
1.three.three: Combine applicable credible sources as an example and validate concepts.
2.1.1: Determine the problem or downside into consideration.
2.three.1: State conclusions or options clearly and exactly.
12.7.2: Clarify the method of analyzing IT incidents.
13.1.1: Create documentation applicable to the stakeholder.
Your deliverable for the challenge is an annotated PowerPoint Presentation overlaying the next:

Listing of the six tickets you chose (two every from Stage 1, Stage 2, and Stage three)
One to 2 slides for every ticket, during which you:
State the issue.
Describe the steps taken to troubleshoot/analyze the issue.
Suggest a short decision.
One abstract slide: What did you discover difficult or fascinating about one or two of the Help instances (opinion-based)?
One reference slide (two to 6 IEEE references). Embrace references for supplies you consulted in TestOut or on the web.
For those who haven’t already completed it final week, obtain the Support Queue Case Study Presentation Template to get began.

Delete the educational textual content from the template earlier than you submit.

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Tags: 2803NRS, ACC 502 GCU, ACCCN, ACCT 553 DeVry, ACCT20071