Reflective Summary of HelpDesk support
Practical Project – Reflective Summary
Write a paper summarizing and reflecting on your help desk service experience, in light of the lessons learned throughout the course.
Include the following topics in your submission:
1. Identify the role of professionals and services in the technical support environment in which you served.
2. Explain the troubleshooting skills you used during your service on the help desk.
3. Summarize methods of escalating problems and describe their effectiveness in the support environment.
4. What helpdesk software did you use to track tickets? Did it provide asset management? What features of the help desk support system were the most
useful to you? Where any of them not very useful?
Submission Formatting:
• 2 pages minimum
• Double spaced
• 12pt font
• Use headers for each topic area (i.e. Role of Professionals and Services, Troubleshooting Skills, Escalation Methods, Helpdesk Software, Summary)
• Bullet points are acceptable if they communicate the information effectively, but they are not required
Reflective Summary of HelpDesk support
Practical Project – Reflective Summary
Write a paper summarizing and reflecting on your help desk service experience, in light of the lessons learned throughout the course.
Include the following topics in your submission:
1. Identify the role of professionals and services in the technical support environment in which you served.
2. Explain the troubleshooting skills you used during your service on the help desk.
3. Summarize methods of escalating problems and describe their effectiveness in the support environment.
4. What helpdesk software did you use to track tickets? Did it provide asset management? What features of the help desk support system were the most
useful to you? Where any of them not very useful?
Submission Formatting:
• 2 pages minimum
• Double spaced
• 12pt font
• Use headers for each topic area (i.e. Role of Professionals and Services, Troubleshooting Skills, Escalation Methods, Helpdesk Software, Summary)
• Bullet points are acceptable if they communicate the information effectively, but they are not required
