Reboot the Workflow

Focus: Re-establish the help-desk rhythm after your absence.

Topics

• Review: Ticket Lifecycle → Identify → Diagnose → Resolve → Verify → Document.
• How to write post-incident notes (“Tech covered class during teacher absence”).
• Professional recap etiquette: what info belongs in tickets vs. verbal hand-off.

Discussion

Why does the story of a fix matter for future technicians?

In-Class Practice

• Students open last week’s logs and add “Status → Closed → Summary Notes.”
• Group shares one problem they solved while you were gone.