IT Support & Systems Troubleshooting Project
Categories
Skills
Project scope
What is the main goal for this project?
The goal is to evaluate our current help desk processes and create improved documentation for common support issues. Learners will analyze patterns, provide suggested workflow updates, and produce end-user guides.
The goal is to evaluate our current help desk processes and create improved documentation for common support issues. Learners will analyze patterns, provide suggested workflow updates, and produce end-user guides.
What tasks will learners need to complete to achieve the project goal?
Expected Outcomes
By the end of the project, students will:
- Analyze historical IT service tickets to identify recurring issues and support trends.
- Demonstrate troubleshooting and resolution of common technical issues in a simulated or real environment.
- Apply critical thinking and technical knowledge to improve support workflows or documentation.
- Enhance communication skills by translating technical solutions into user-friendly guides.
- Gain hands-on experience with IT service management tools and support processes used in industry settings.
Expected Deliverables
Learners will submit the following to demonstrate project completion and their technical capabilities:
- Issue Analysis Report (PDF or DOCX)
- A summary of the most common support issues identified from ticket data, with analysis of patterns and root causes.
- Troubleshooting Log (Excel, PDF, or DOCX)
- Documentation of how identified issues were recreated and resolved, including tools used and steps taken.
- End-User Support Guide (PDF or DOCX)
- A clear, step-by-step instructional manual or FAQ designed for non-technical users covering common IT support issues (e.g., resetting a password, setting up a printer, connecting to Wi-Fi).
- Process Improvement Recommendations (PDF or DOCX presentation)
- A brief report or slide deck outlining suggestions for improving the current IT support workflow, ticket escalation, or knowledge base documentation.
- Reflection Summary (1-page written document or 2–3 minute video)
- A personal reflection from the learner describing key lessons learned, challenges overcome, and how this project has prepared them for IT support roles.
Expected Outcomes
By the end of the project, students will:
- Analyze historical IT service tickets to identify recurring issues and support trends.
- Demonstrate troubleshooting and resolution of common technical issues in a simulated or real environment.
- Apply critical thinking and technical knowledge to improve support workflows or documentation.
- Enhance communication skills by translating technical solutions into user-friendly guides.
- Gain hands-on experience with IT service management tools and support processes used in industry settings.
Expected Deliverables
Learners will submit the following to demonstrate project completion and their technical capabilities:
- Issue Analysis Report (PDF or DOCX)
- A summary of the most common support issues identified from ticket data, with analysis of patterns and root causes.
- Troubleshooting Log (Excel, PDF, or DOCX)
- Documentation of how identified issues were recreated and resolved, including tools used and steps taken.
- End-User Support Guide (PDF or DOCX)
- A clear, step-by-step instructional manual or FAQ designed for non-technical users covering common IT support issues (e.g., resetting a password, setting up a printer, connecting to Wi-Fi).
- Process Improvement Recommendations (PDF or DOCX presentation)
- A brief report or slide deck outlining suggestions for improving the current IT support workflow, ticket escalation, or knowledge base documentation.
- Reflection Summary (1-page written document or 2–3 minute video)
- A personal reflection from the learner describing key lessons learned, challenges overcome, and how this project has prepared them for IT support roles.