Help Desk Tools
L1 Help Desk technicians will primarily use SysTrack Resolve, SysTrack Assist, or ServiceNow with the Assist for ITSM integration. The choice of tool varies at different companies, and sometimes even within the help desk itself. If you are unsure as to which tool you will be using, please consult with your manager or supervisor.
The content within each path is very similar. You will only need to follow one path. You may complete courses from all paths if desired, but be aware that the narrative and use cases are nearly identical.
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SysTrack Resolve Resolve is a specialized tool designed for Service/Help Desk personnel to quickly diagnose and solve problems for end users. This tool provides visibility into a user's system, offers explanations of issues it finds, and suggests recommended actions. |
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SysTrack Assist SysTrack Assist is a simplified version of the same essential diagnosis and resolution functions found in Resolve. This streamlined and user-friendly interface ensures that agents have all the necessary tools at their fingertips without unnecessary complexities. |
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ServiceNow with Assist for ITSM The Assist for ITSM integration for ServiceNow adds the power of SysTrack Assist into the ServiceNow interface. |
Choose your path below:
