IT Help Desk / Service Desk

Real portfolio pieces built during the course, not a certificate for its own sake. Each one is work you can show.

• Ticket log with triage notesTen tickets written to a consistent standard, each with the reporter's own words, the priority you set and a triage note explaining that priority in impact and urgency terms. Includes at least one escalation and one recategorised ticket.
• Password and MFA reset runbookA two page procedure a stranger could follow on their first shift: identity verification methods and their strength, the reset and MFA steps in order, the four rules that never bend, and the triggers that stop the procedure and escalate instead.
• New starter onboarding checklistA twelve step checklist from request receipt to day one handover, with owners, timings and the evidence to record at each step, plus the leaver process as the same access decisions in reverse.
• Escalation emailA one page escalation written from the simulated depot outage: impact, what you checked and ruled out, the exact evidence, your assessment labelled as an assessment, what the site was told, and the specific ask with a timeframe.
• Shift handover noteThe Friday handover from the simulated week, in eight sections: live high priority work, anything breaching before the next shift, promised updates, pending items with chase dates, watch items, kit in progress, and an explicit statement that nothing else is outstanding.
• Priority decision recordThe competing work of one shift set out side by side: each item in the reporter's own words with the time it arrived, what actually breaks if it waits two hours in business terms, what was asked for against what the person needs in order to work, what you checked before promising anything, and where each one ends up in the order with the name of whoever now has to be told it moved.