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Unit 20 - Coggle Diagram
Unit 20
Tools
Helpdesk
Spiceworks
Priority levels
Issue categories
Automated response
FAQ
Remote access
Windows remote desktop
3rd party remote access
Spiceworks remote desktop
Review feedback
Rate the support you received
Access from desktop and mobile
Chatbot
Teamwork
Collaborate on tickets
Support levels
First line support
Second line support
Third line support
Errors are escalated if they are more important
Role based access
Powershell
Automation
WAMP
Antivirus
System monitoring / Audit
Event viewer
Lansweeper
Solarwinds
Wireshark
Kernel
Networks
IP
TCP
Firewall
Blocked IPs
Outages / backup
Fire / flood
LAN/WAN
Computer systems
Hardware
Procurement
Compatibilty
CPU
GPU
Software
Updates
Drivers
Patches
Set up
Default client
Default user
Testing
Policies and Procedures
Policies
Email use
Password
Internet
Acceptable use
SLA
Maximum response time
NDA
Role based access
Procedures
Patching
Disk defragmentation
Staff training
Back up
Testing