How I work a ticket.
Six everyday IT problems and the steps I follow for each. These are standard first-line procedures, shown as method rather than as real incidents. Tap through one.
Account locked out
0 / 5 doneTap each step to work it.
Every fix ends as a document.
The last step is always the same. This is the shape of the knowledge base note I leave behind, so the next person solves it in minutes.
KB template
Symptom
What the user saw, in their words. “Outlook says Disconnected since this morning.”
Scope
Who and what is affected: one user, one team, one site, everyone.
Cause
The actual root cause, not the first thing that looked wrong.
Fix
Numbered steps someone else can follow without calling me.
Prevention
What would stop it happening again, and who owns that.