Week 26

In this week's content we will be looking at it technical support: tickets, questioning and clear explanations through a realistic Level 3 IT context. You will be required to diagnose routine fictional support issues from ticket and call evidence, then document troubleshooting clearly for both users and technicians.

Steps to complete:
1. Triage sample helpdesk tickets by impact, urgency and information quality.
2. Read four support tickets and identify missing information that prevents diagnosis.
3. Improve closed or leading helpdesk questions into purposeful diagnostic questions.
4. Run a support call using the supplied transcript prompts and record facts rather than assumptions.
5. Write a complete technical ticket containing symptoms, checks, outcome, next action and user-facing explanation.
6. Compare the language used for the user with the language retained in the technical record.

By the end of the session you should have a prioritised ticket set, diagnostic-question bank and professionally rewritten support record.

Week 26 Student Resource Pack

Last Updated
2026-09-14 09:29:06