L1 Help Desk Technician – Assist

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

  • Discover if user systems are 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