Lab – Document Customer Information in a Work Order
As a help desk technician, it is your job to gather data from the customer to begin the troubleshooting process. As a Level 1 technician, you do not have administrative rights to the customer’s computer. Issues that require administrative rights must be escalated to a Level 2 technician. Use the Customer Information sheet on page 2 or one provided by your Instructor to document the customer’s problem in the work order below. Assign a case number of your choice and set the Priority as a P2 (Significant Issue). Describe the problem and recommend a solution.
Student Technician Sheet
Company Name: _______________________________________________
Company Address: _______________________________________________
Company Phone: _______________________________________________
Generating a New Ticket
Category: _______________ Status: ______________ Escalated: _____________
Business Impacting? (Yes / No) Yes
Case ID#:_______________________ Priority ___________________________
User Platform: _____________________________________________________
Use the contact information and problem description below to report the following information to a level-one technician:
Company Name: Organization of Associated Chartered Federations, Inc.
Contact: Braxton Jones
Note: Braxton contributes significantly to the organization’s daily operations.
Company Address: 123 E. Main Street
Company Phone: 480-555-1234
I am not able to login. I was able to login yesterday and all days previously. I tried to login with a different computer but was unsuccessful there also. I received an email last week about changing my password, but I have not changed my password yet.
- Windows 7