ServiceDesk Simulator

Most people applying for their first IT support job have never seen a ticket queue. ServiceDesk Simulator gives you one.

You work as a first-line technician on a simulated company network. Tickets arrive from people who describe their problem the way real users do, which is to say incompletely. You read the ticket, ask questions, investigate, fix it, and close it. Close one without actually fixing the fault and you get no points for it.

WHAT YOU ACTUALLY DO

• Work the queue. Tickets covering password lockouts, printers, network faults, failing hardware, software installs, malware and security incidents. Each one has a cause you have to find.

• Talk to the user. The person who raised the ticket replies in chat and answers the phone. They respond to what you say, so asking the right question gets you further than guessing. Missed calls go to voicemail with a transcript.

• Take remote control of their machine. Rotate to landscape and you get a full desktop: taskbar, start menu, file explorer, browser, mail client, system settings, software installer, VPN client and system updates. Malware pops up where a ticket calls for it. You fix the fault on the machine, the way you would on a real remote session.

• Use the rest of the stack. Active Directory for accounts, groups and lockouts. A server room. Asset management and a PC shelf for the hardware you hand out. Computer deployment for imaging a new machine. Shipping for what goes back to the vendor. Internal documentation to look things up.

• Build a record. Certificates and rank as your resolved count grows, specialization badges for the categories you work most, and a mock interview that asks you the questions a real helpdesk interview asks.

WHO IT IS FOR

People studying for entry-level IT support roles, career changers, students in a school IT program, and working technicians who want to stay sharp. No experience needed. Early tickets are straightforward and the difficulty rises as you resolve more.

FOR SCHOOLS AND TEAMS

Instructors and team leads can run a classroom with a roster, assign specific tickets, set due dates and track progress per person. Write to support@servicedesk-simulator.com.

Terms of Use (EULA): https://www.apple.com/legal/internet-services/itunes/dev/stdeula/