Knowledge Base
Every procedure, in one place
Browse by category, or press ⌘K to search inside article text from anywhere in learnIT.
15 articles shown
- AccountsKey article
Account types and what each one can access
Students, faculty, staff, alumni, and sponsored guests hold different account types with different lifecycles. Identifying the type correctly is the first step in almost every account ticket.
Updated 2 weeks ago
- Accounts
Alumni account transitions
Graduates move to a reduced-access alumni account on a published schedule. Recognising this pattern prevents long troubleshooting of behaviour that is working as intended.
Updated 3 weeks ago
- Remote SupportKey article
Conducting a remote support session
Remote access is the most trust-sensitive thing a technician does. This covers consent, conduct during the session, and ending it properly.
Updated last week
- CommunicationKey article
Handling frustrated users
Practical technique for calls where the person is already angry, plus where the real limits are.
Updated 3 weeks ago
- Printing
Konica devices: the redirect procedure
Konica multifunction devices are serviced by the contracted vendor. This is the complete first-contact handling.
Updated 2 weeks ago
- Printing
Printer troubleshooting path
The ordered checks for a supported printer, from “nothing prints” through driver installation and print release.
Updated 3 weeks ago
- Communication
Professional communication on phone and email
Tone, structure, and the specific habits that make Help Desk communication clear — including the jargon problem.
Updated 3 weeks ago
- TicketingKey article
The ticket lifecycle
How a contact becomes a ticket, moves through its states, and closes — plus what makes a ticket genuinely useful to whoever reads it next.
Updated 2 weeks ago
- VPNKey article
VPN connection troubleshooting
An ordered path through VPN failures — from the checks that resolve most tickets to the signals that mean it is time to escalate.
Updated 2 weeks ago
- AccountsKey article
Walking a user through a password reset
The self-service path resolves most password tickets. This is how to guide someone through it, and how to recognise the cases that are not really password problems.
Updated 2 weeks ago
- PrintingKey article
What printing the Help Desk supports — and what it does not
Scope is the whole game with printing. Knowing which devices are ours prevents long, unproductive troubleshooting on equipment we do not service.
Updated 2 weeks ago
- VPNKey article
What the VPN is, and who actually needs it
A large share of VPN tickets come from people who do not need the VPN at all. Knowing what it is for lets you resolve those in one sentence.
Updated 15 Jul 2026
- General Help Desk
When a user reports a suspicious message
How to handle a phishing report at first contact, what to collect, and the cases that must be escalated immediately.
Updated 2 weeks ago
- Network
Wireless connection basics
How to triage campus wireless problems, and how to tell a device problem apart from a coverage problem.
Updated last week
- Ticketing
Writing ticket notes someone else can use
The difference between a note that saves the next technician ten minutes and one that wastes them. Includes a repeatable structure.
Updated 2 weeks ago
Internal procedures are not in this build
learnIT also hosts internal-only Help Desk documentation — escalation paths, security procedures, and operational detail that should not be public. That content is excluded from the demonstration build entirely rather than hidden in the interface.