L1 Help Desk Technician – Resolve

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.

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 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