This is the required core course for the L1 Help Desk Technician - Resolve 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 Resolve. If your learning path involves other tools used by help desk technicians, including SysTrack Assist and 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 Resolve 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 Assist 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, active sensors
Ensuring checklist compliance
Running automations
SysTrack tools used:
Resolve: Change Focus page
Resolve: Overview page
Resolve: Tools page > Run Automations
The Networking Video Superstar
Checking basic system information, network connection information
Reviewing health score and performance metrics
Running an engagement
Quitting an application
SysTrack tools used:
Resolve: Overview page
Resolve: Health page
Resolve: Dashboard page
Resolve: Tools page > Run Engagements
Conclusion
Tags: Resolve, Root Cause Analysis, Performance, Compliance