The main goal of the IT Support Services project is to enhance the efficiency and effectiveness of our website support services through the implementation of innovative solutions and streamlined processes. This includes solving support tickets, addressing hardware and entry-level network issues, managing new employee onboarding processes, and administering account access, permissions, and Active Directory.

Ticket Resolution

Learners will practice solving various types of support tickets, including software issues, hardware malfunctions, and connectivity problems.

Simulation of different ticketing systems to understand workflow and prioritization.

Utilizing Gravity Forms (https://www.gravityforms.com/) we want to AUTOMATE our support tickets for our WordPress website, https://yourhearingdog.org/contact-us/, based on which inquiry the user submits. The initial email responses are already created and ready to use.

Further automation from the initial inquiry would also be great.

Learners will connect directly with the employer for mentorship and supervision throughout the project.

• Access to Resources: Provide learners with access to relevant IT support systems, documentation, and tools necessary.
• Subject Matter Expertise: Assign experienced IT support professionals as mentors to guide learners in understanding our support environment, identifying pain points, and developing effective solutions.
• Collaboration Opportunities: Facilitate collaboration between learners and IT support team members to gather insights, validate recommendations, and ensure alignment with organizational goals and standards.
• Technical Guidance: Offer technical assistance and guidance to learners during the implementation phase, helping them overcome challenges, troubleshoot issues, and ensure successful deployment of new solutions.
• Feedback and Review: Regularly review project progress, provide constructive feedback on proposed recommendations and implementation efforts, and offer insights for continuous improvement.