Member: Tracy L. Judy
One thing that is not covered during most IT academic courses is ticketing systems. It is one thing to understand how to do something, it’s another thing to know how to get to an issue in order to fix it. This is where IT ticketing applications such as iSupport, Remedy, and Spice come into play. As an IT Support Specialist or Help Desk Technician, or whatever similar job title you may hold, it is important to understand at least the basics of how this applications work and what they mean for you, the end users, and for management. For a technician, they help to assign jobs, provide a knowledge base of “how to’s” for certain problem, and can even identify trends with certain issues or devices. For an end user, it allows the control over their issues as well as the ability to see that there concerns are being addressed. And, for the management, it gives them a way to track how well, or unwell, their IT department is performing in the area of help desk.
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