Description
On a per-user and per-computer basis, this Pillar most commonly addresses user needs around:
User Account and Access Management
- Password Resets: Assisting users with forgotten or expired passwords.
- Account Lockouts: Unlocking accounts due to multiple failed login attempts.
- Provisioning New Accounts: Creating user accounts for new employees.
- Access Requests: Granting or revoking access to shared drives, applications, or resources.
Hardware Support
- Troubleshooting Printers and Scanners: Resolving connectivity or performance issues with peripherals.
- Desktop/Laptop Issues: Addressing boot problems, performance lags, or hardware failures.
- Peripheral Setup: Advising on monitors, docking stations, keyboards, or mice.
- Equipment Replacement: Facilitating replacement of faulty hardware like hard drives or power supplies.
Software Support
- Application Installation: Installing or updating software as per user requirements.
- License Management: Ensuring users have valid software licenses.
- Software Troubleshooting: Resolving errors, crashes, or compatibility issues.
Networking
- Wi-Fi Connectivity Issues: Helping users connect to corporate wireless networks.
- VPN Troubleshooting: Assisting with remote access to the enterprise network.
- Email Issues: Resolving problems with sending/receiving emails or syncing devices.
Security Questions
- Virus/Malware Advisory: Advising on potential threats from infected devices.
- Two-Factor Authentication (2FA): Assisting users with setting up or troubleshooting multi-factor authentication.
- Security Awareness: Responding to phishing attempts and guiding users on secure practices.
Collaboration Tools
- Video Conference and Collaboration Support: Helping users with meetings, chat, or collaboration issues.
- File Sharing Issues: Troubleshooting problems with cloud services like OneDrive, SharePoint, or Google Drive.
General IT Support
- Miscellaneous Requests: Managing and updating records of miscellaneous end user requests.
