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