Practical Level 1 IT support case studies covering Windows troubleshooting, networking, identity, Microsoft 365, access management and service desk workflows.
ServiceNow Level 1 Support Lab I used a ServiceNow Personal Developer Instance to practise realistic Level 1 service desk workflows. The focus was simple. Create useful tickets, record technical evidence, resolve appropriate incidents, escalate when Level 1 should stop, and document reusable support knowledge. ServiceNow Incident Management Microsoft 365 Microsoft Entra ID Escalation Knowledge Management…
I built this lab to practise the device side of Level 1 IT support using Microsoft Intune and a Windows 11 virtual machine. I enrolled the Windows device into my Yarra River Services test tenant, confirmed Intune management, synced the endpoint, assigned a compliance policy and verified the final compliance result. I also created an…
Microsoft 365 Support Case I completed a controlled Microsoft 365 access-request scenario involving a user who required access to the Melbourne Support shared mailbox. The exercise covered request validation, mailbox membership, delegated permissions, permission propagation and end-user access verification. Support Scenario Request Liam Carter required access to the fictional Melbourne Support shared mailbox as part…
Case Study 03 I built and administered a Microsoft 365 and Microsoft Entra ID test environment for the fictional Yarra River Services organisation. The lab covered cloud user administration, Microsoft 365 licensing, account sign-in state, group membership, shared mailbox access, Entra sign-in investigation, authentication troubleshooting, administrative roles and a safely scoped Conditional Access policy. Support…
Case Study 02 I built and managed a small Active Directory environment for the fictional Yarra River Services organisation. The exercise covered organisational units, user accounts, security groups, password and account administration, PowerShell verification, shared-folder access, and employee onboarding and offboarding scenarios. Support Environment Windows Server 2025 lab Active Directory Domain Services Active Directory Users…
Support Scenario Windows 11 Networking Troubleshooting Lab This case documents a Level 1 troubleshooting workflow for a Windows 11 laptop that appeared connected to Wi Fi but could not load websites. The focus was structured diagnosis. Windows 11TCP IPDHCPPingDNSnslookup Reported issue Lachlan Cooper, a fictional user, reported that his Windows 11 laptop showed Wi Fi…