Common help desk workflows and technical support terminology beyond the core Google IT Support certificate.
35 cards · basic cards · AI-written, checked twice. Edit anything.
- What is an SLA in IT support?
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A Service Level Agreement defining the expected response and resolution times for support tickets.- What is a ticketing system used for?
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Tracking, organizing, and managing user requests and issues from creation to resolution.- What does escalation mean in help desk work?
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Moving a ticket to a higher support level or more specialized team when initial resolution fails.- What is a knowledge base?
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A centralized repository of documented solutions, FAQs, and procedures for common issues.- What does MTTR stand for?
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Mean Time To Repair (or Resolution), the average time to fix an issue.- What does MTBF stand for?
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Mean Time Between Failures, measuring average time between system failures.- What is an incident in IT support?
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An unexpected service interruption or issue affecting one or more users.- What is problem management?
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The process of identifying root causes of incidents and implementing permanent solutions.- What is change management in IT?
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A formal process for requesting, testing, approving, and implementing changes to systems.- What is configuration management?
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Tracking and maintaining accurate records of all IT assets and their settings.- What is asset tracking?
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Monitoring and documenting the lifecycle of hardware, software, and other IT resources.- What is user access management?
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Controlling which users can access which systems, applications, and data.- What is a password reset in the help desk context?
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A common support task where technicians help users regain account access with a new password.- What does MFA stand for?
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Multi-Factor Authentication, requiring two or more verification methods for access.- What is provisioning in IT support?
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The process of setting up new user accounts, devices, and access rights.
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