Information Technology
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Weekly Newsletter 10/6/25
Tech Updates Two New Blog Posts Added: IT Support Specialist Course — Parts 4 & 5 The IT Support Specialist course is now complete with the release of its final… Read more.
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Build The Basics Of IT Support: Part 5
The biggest lesson? Process matters as much as the fix. A good ticketing system ensures nothing slips through the cracks, and escalation shows that IT support is always a team… Read more.
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Build The Basics Of IT Support: Part 4
What I learned is that security work is really about building trust — guiding users through stressful moments with clear steps, while quietly protecting the system behind the scenes. Read more.
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Weekly Newsletter 9/29/25
Growth doesn’t come from perfection — it comes from structure and consistency. This week, the IT Support Specialist course takes a major leap forward with 20 new articles added, while… Read more.
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Exploring Modern Ticketing Systems: Key Features That Support IT Support Teams
Ticketing systems like Zendesk, Freshdesk, and ServiceNow keep IT support organized, efficient, and accountable. They centralize requests, automate workflows, connect to knowledge bases, and track performance. By researching these platforms,… Read more.
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Understanding the Ticket Lifecycle: From First Report to Resolution
Every support request follows a path: New → In Progress → Resolved → Closed. The ticket lifecycle ensures clarity, consistency, and accountability. Knowing these stages helps IT teams manage requests… Read more.
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Crafting Professional Responses: Communication in High-Stress Situations
In high-stress situations, communication matters as much as technical skill. A calm, clear, and professional response builds trust, reduces stress, and guides users through troubleshooting. Your words can turn a… Read more.
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Knowing When to Escalate: Recognizing Limits and Seeking Support
Not every issue can be solved at the first level of support. Escalation means recognizing limits and passing the ticket to the right expert. Whether it’s a permission issue or… Read more.
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Enabling Multi-Factor Authentication: Step-by-Step Guide
Passwords alone aren’t enough. This guide walks you through enabling multi-factor authentication (MFA) so your accounts stay protected even if your password is compromised. Read more.
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Writing a Support Ticket: Password Reset Request
A well-written support ticket saves time for both the user and IT. Learn how to draft a clear password reset request that captures the right details and keeps the issue… Read more.
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