IT Support – Help Desk Optimization & Knowledge Base Development

Categories
Information technology
Skills
information technology operations troubleshooting (problem solving) customer service end-user training and support basic research report writing
Project scope

What is the main goal for this project?

Organization Description: [Please share any context around your organization and how this project

coincides with wider Organizational goals]


Project Overview

This project simulates the role of an IT support team by focusing on optimizing help desk operations and

developing a searchable, user-friendly knowledge base. Learners will analyze IT ticket trends, identify

high-volume issues, document step-by-step resolutions, and recommend support process improvements

that enhance efficiency and reduce repeat requests.


What tasks will learners need to complete to achieve the project goal?

Project Scope & Expectations:

Learners will engage in:

  • Analyzing real or simulated IT support ticket data to identify frequent technical issues.
  • Documenting troubleshooting steps and formatting them into user-friendly guides.
  • Designing and populating a Knowledge Base with relevant support materials (FAQs, how-to
  • guides, process documents).
  • Recommending help desk process enhancements, including ticket triaging and prioritization
  • systems.
  • Conducting basic user testing and preparing IT support training documentation.


Week 1: Project Kickoff & IT Support Data Analysis (~2 hours per learner)

  • Employer and learner introductions
  • Overview of IT support goals, ticketing tools, and project expectations
  • Review real or simulated IT support ticket data

Week 2: Troubleshooting Guide Development (~4 hours per learner)

  • Finalize analysis of recurring technical issues
  • Develop step-by-step troubleshooting instructions for top problems
  • Format guides for internal or end-user accessibility

Deliverable: IT Support Issue Analysis Report (summary of recurring technical problems and categories)

Week 3: Knowledge Base Structure & Content Creation (~6 hours per learner)

  • Design the structure and layout of a Knowledge Base (topics, sections, navigation)
  • Begin drafting documentation: FAQs, how-to guides, internal policies

Deliverable: Troubleshooting Guide for Common IT Issues (formatted text or multimedia)

Week 4: Ticket Triage & Process Improvements (~6 hours per learner)

  • Research best practices for IT ticket triage
  • Develop a prioritization system (e.g., urgency vs. impact)
  • Outline workflow and escalation improvements

Deliverable: Knowledge Base Draft (organized and partially populated, shared in Google Docs, Notion, or internal wiki format)

Week 5: User Testing & Training Resource Development (~6 hours per learner)

  • Conduct usability testing of the Knowledge Base
  • Gather feedback and implement improvements
  • Create a basic IT support training guide for internal use

Deliverable: Ticket Triage Plan & Process Flowchart (visual diagram + supporting documentation)

Week 6: Final Presentation & Project Handoff (~6 hours per learner)

  • Finalize Knowledge Base and supporting documentation
  • Compile project outcomes, lessons learned, and next steps
  • Present findings and demonstrate Knowledge Base functionality

Deliverables: Final IT Support Optimization Report (summary of issues, improvements, and recommendations) and Project Presentation Deck (slide deck summarizing scope, outcomes, and handoff materials)


Final Deliverables:

  • IT Support Issue Analysis Report – Identifies top recurring tech problems.
  • Troubleshooting Guide – Step-by-step resolution guides for common issues.
  • Knowledge Base Draft – Organized internal support documentation.
  • Ticket Triage Plan – Guidelines and flowchart for prioritizing support tickets.
  • Final Report & Presentation – Summary of findings and project outcomes.

Working Expectations:

Learners are expected to receive practical real-world job experience in exchange for the completion of tangible deliverables of a successfully completed project. Employers are expected to provide

mentorship, guidance, and clear expectations to students and regular communication with the AscentUP team.

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