Service Desk Portfolio

ServiceNow-based ticket investigations covering first-line triage, Microsoft support troubleshooting, escalation judgement, technical validation and clear resolution documentation.

Ticket Investigations

Completed investigations across identity, Microsoft 365, Exchange Online, user lifecycle, hybrid administration and Windows endpoints.

TS-001 · Identity and access

Forgotten password and locked account

First-line account recovery covering identity verification, password reset, account unlock, forced password change and successful user sign-in validation.

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TS-002 · MFA

Replacement phone prevents MFA sign-in

Microsoft Entra MFA recovery using authentication-method review, a Temporary Access Pass and successful security-information re-registration.

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TS-006 · Outlook and Exchange

Shared mailbox not appearing in Outlook

Shared-mailbox investigation covering permission checks, Outlook behaviour, user validation and documented resolution.

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TS-012 · Microsoft 365 Apps

Word and Outlook showing Unlicensed Product

Microsoft 365 licensing investigation covering the affected user, licence assignment, application status and successful activation validation.

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TS-019 · User lifecycle

Temporary Finance Assistant onboarding and offboarding

Time-limited Microsoft 365 onboarding covering first-line triage, least-privilege escalation, administrator-led provisioning and controlled offboarding planning.

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TS-022 · Exchange permissions

Shared mailbox opens but cannot send from it

First-line diagnosis identified missing Send As permission, documented the escalation boundary and validated successful mail delivery after the privileged fix.

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TS-023 · Email security

Supplier email quarantined as phishing

Quarantine investigation covering message details, sender authentication, controlled release, user communication and post-test rule cleanup.

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TS-031 · Hybrid identity

Duplicate Chloe Bennett account after Entra Connect pilot sync

Hybrid identity investigation covering duplicate cloud and synchronised objects, source-of-authority checks, cleanup and successful directory synchronisation.

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TS-033 · Windows endpoint support

Mapped drives and printers missing after sign-in

Windows support investigation covering user and group membership, policy processing, mapped resources, privileged escalation and post-fix validation.

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Service Desk Environment and Methodology

Environment setup

Service Desk Foundation

ServiceNow queue design, resolver and caller records, Active Directory delegation, account-support permissions and the incident category model used throughout the ticket investigations.

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Working method

Triage and Escalation Methodology

The impact, urgency and priority model used across the scenarios, together with documentation standards, resolver roles and escalation boundaries.

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Technical Evidence

  • Structured first-line triage and evidence gathering.
  • Microsoft 365, identity, Exchange and Windows troubleshooting.
  • Clear distinction between first-line fixes and privileged escalation.
  • ServiceNow work notes, user communication and resolution documentation.
  • Technical validation before ticket closure.