Log, prioritise and resolve first level tickets
You are a trainee service desk analyst.
What has happened
It is a busy Wednesday morning and the senior analyst is tied up with a priority two software freeze at a medical client. The queue holds a new starter account request from Bluegum Community Services, an automatic backup failure alert from Harbourline Accountants, a multi-factor re-enrolment that is waiting on the client, and calls keep coming in. Priya Venkatesan has asked you to work the queue: log new contacts properly, set priorities from the matrix, use the knowledge base, resolve what you can within the time allowed and escalate the rest with complete notes. A suspicious email has also just been reported by another client.
Deliverables
- Updated tickets with complete notes and priorities
- Escalation notes for infrastructure and security
- Completed Security Incident Report Form
- Draft knowledge base article
Documents to use
Systems to use
Service Desk Tickets
The ticket queue for incidents and service requests from every managed client with priority, owner and status.
Security and Safety Incident Register
The register of cyber security incidents and workplace safety events with severity, containment, notification and review status.
IT Asset Register
The register of client and Nova hardware including laptops, servers, network devices and spares with owner, location, warranty and status.
Units of competency
Current on training.gov.au for the Information and Communications Technology as at 10 September 2026.
ICTSAS212Record the requirements of client support requestsICTSAS211Develop solutions for basic ICT malfunctions and problemsICTICT219Interact and resolve queries with ICT clientsICTSAS214Protect devices from spam and destructive softwareQualifications
ICT20120Certificate II in Applied Digital TechnologiesICT30120Certificate III in Information TechnologyWhat to look for
Evidence guide
Look for tickets that contain all the required fields, priorities with a stated reason, and escalations that another engineer could pick up without calling the student. The security report must show the student preserved evidence and did not tell the user to delete the email. The knowledge base draft must be written in plain steps a user could follow.