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Help Desk Troubleshooting Guide This resource is for first level help desk agents who support Office 365. It provides easy access to help topics and KB articles that will help you quickly resolve

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How to fill out help desk troubleshooting

01

Step 1: Start by logging into the help desk system using your credentials.

02

Step 2: Navigate to the 'Troubleshooting' section within the help desk interface.

03

Step 3: Identify the specific issue or problem you are facing and gather all related information.

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Step 4: Consult any available documentation or knowledge base articles for potential solutions.

05

Step 5: If no suitable solution is found, proceed to create a new support ticket for the issue.

06

Step 6: Provide detailed information about the problem, including any error messages or symptoms observed.

07

Step 7: Submit the support ticket and wait for a response from the help desk team.

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Step 8: If additional information is requested, promptly provide the requested details.

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Step 9: Follow any instructions or recommendations provided by the help desk team to troubleshoot the issue.

10

Step 10: Keep track of the troubleshooting steps taken and their outcomes for future reference.

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Step 11: Once the issue is resolved, close the support ticket and provide any necessary feedback.

Who needs help desk troubleshooting?

01

Individuals experiencing technical issues with their software or hardware.

02

Employees in an organization who require assistance with IT-related problems.

03

Customers or users of a product or service who encounter difficulties or malfunctions.

04

Administrators or system administrators responsible for managing and maintaining IT systems.

05

Anyone seeking help or support in resolving technological problems or inquiries.

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