IT Support Ticketing

Step 1: Received User Reports

I started by collecting all reported issues from users. The reports came via email and Teams messages. The issues included:

1. Outlook emails not sending (John Doe – Marketing)
2. Cannot join Teams meeting (Emily Lee – Marketing)
3. OneDrive files not syncing (Jane Smith – Finance)
4. SharePoint folder access denied (David Kim – Finance)

Step 2: Logged Tickets in Excel

I created a ticket table in Excel to track all issues. For each ticket, I included:

• Ticket ID (T001, T002…)
• Date reported
• Username and department
• Issue description
• Priority (High, Medium, Low) → I added a drop-down list so I could select the priority for each ticket.
• Status → I initially set all tickets as New
• Assigned IT staff → Myself (Adesola Adekanbi)
• Resolution notes → To be filled after troubleshooting

This made it easy to see all tickets in one place and keep track of progress.