Practice
Realistic tickets, with feedback
Two kinds of practice. The simulator has you write a real ticket from a call and grades it. The decision scenarios drill single judgement calls.
6 decision scenarios
Call simulator
Read a call transcript, then write the ticket you would have written. Graded on what you captured, the title format, and where you routed it — with the model answer shown afterwards.
No simulations published
Call simulations are authored by Help Desk leadership.
Decision scenarios
Shorter exercises focused on a single judgement call, with feedback on every option.
- IntroductoryPrinting
Nothing comes out of the printer
A high-frequency ticket that rewards working the path in order rather than jumping to a reinstall.
HD-10441 · 3 decisions
- IntroductoryPrinting
The copier that is not ours
A frustrated staff member wants the department copier fixed today. Practise holding a scope boundary while still being useful.
HD-10517 · 3 decisions
- IntroductoryVPN
VPN will not connect
A student cannot reach a department file share from home. Work out what to collect, what to test, and when to escalate.
HD-10482 · 4 decisions
- CoreRemote Support
A remote session that drifts
A routine remote session where the user makes reasonable-sounding requests that cross a boundary.
HD-10559 · 4 decisions
- CoreAccounts
The graduate whose email stopped working
Recognise a scheduled account transition rather than troubleshooting behaviour that is working as designed.
HD-10388 · 3 decisions
- AdvancedAccounts
Prompts they did not request
A routine-sounding lockout turns out to be something else. Practise recognising the pivot and responding correctly.
HD-10603 · 4 decisions