This is the required core course for the L1 Help Desk Technician - Assist certification. Successfully completing the certification exam will earn a certification which includes a downloadable certificate and e-badge.
Verify with your manager that your learning path includes SysTrack Assist. If your learning path involves other tools used by help desk technicians, including SysTrack Resolve or ServiceNow with the Assist for ITSM integration, please refer to the applicable L1 learning paths in Lakeside Academy, or speak to your manager about training opportunities.
By the end of this course, you will be able to use SysTrack Assist as part of your end-user assistance process.
Sign in as a SysTrack customer to start this course.
Course Objectives
Find relevant information about the user's device without interrogating the user.
Discover if the user's system is in compliance with IT policy.
Easily examine detected issues, hardware, and network status on the user's system.
React to L1-appropriate issues without needing action from the end user.
This course will not cover:
Troubleshooting systems by using other tools such as SysTrack Resolve or SysTrack Prevent.
Course Outline
Introduction
Course Overview
Introduction
What is SysTrack?
What is system health and why is it important?
Help Desk Heroes - Behind the Keyboard
The Technology-Challenged Sales Rep
Connecting to a system
Reviewing basic system information, health score, network connection information
Ensuring checklist compliance
Running remediations and automations
SysTrack tools used:
Assist: System Selection
Assist: System Checklist page
Assist: Detected Issues page
Assist: Automation History page
Assist: Tools page > Run Automations
The Networking Video Superstar
Checking basic system information, health score, network connection information
Reviewing performance metrics
Running an engagement
Quitting an application
SysTrack tools used:
Assist: System Checklist page
Assist: Detected Issues page
Assist: Performance page
Assist: Tools page > Run Engagements
Conclusion
Tags: Assist, Compliance, Performance, Root Cause Analysis