Do the job. Get scored.
Practise IT support inside a working service desk: a queue of tickets, a caller who talks back, the consoles you will really use, and a score on what you did.
Replayed example
Active Directory
Elena Marsh
Finance · Lyon office
- Lockout
- Locked
- Failed attempts
- 5
- Last logon
- Yesterday, 17:42
NovaCorp is a company that lives while you work.
The simulation runs in real time. Every caller is a person with a job, a mood and a history. Every problem is one that really happens in offices. Every action you are asked for is one a service desk really performs, in consoles that behave like the real ones. The callers answer from what is really happening on their machine. You play the desk.
- Real problems
- A locked account before payroll, a printer that vanished from a floor, a VPN that drops on the train: the catalogue is written from what desks really see, not from a textbook.
- People, not tickets
- Each employee has a personality. Some are patient, some are in a hurry, some know more than they say and some less. How you talk to them is part of the score.
- Real actions
- Unlock the account in Active Directory, push the app from Software Center, fix the mailbox rule in Exchange: the gesture itself, never a quiz about it.
- Real tools
- The consoles are modelled on the ones companies run, down to the Windows paths, so the habits you build here transfer to a real desk.
- A story that moves
- Sarah Chen, your team lead, briefs you on what is coming: an office move, a new hire, a security scare. The company changes, and the queue follows.
Example morning
NovaCorp, this morning
Live
- 09:02Elena MarshFinanceIn a hurryLocked out of her account, payroll run at 10.
- 09:14Marc ItoSalesChattyThe VPN drops every twenty minutes on the train, and he wants to tell you about the train.
- 09:31Priya NairHRPreciseNeeds a shared mailbox for Monday's new hire, with a cut-off date.
An example morning, replayed. On the real desk the queue is yours, and the next ticket lands when you close one.
Every console a desk has. Open from day one.
The real tools, laid out the way Windows lays them out, so the habits you build here transfer to a client's machine. Nothing is hidden behind a level: a promotion widens what you may do inside the same consoles.
Hover or tap a console to see what a Level 1 does in it.
Active Directory — Unlock accounts, reset passwords, read a user's groups and sessions.
Example report
Score report · INC0041 · Locked out
Pass line at 70
- Technique92
- Method80
- Communication60
- SLA100
What you did right
Verified the caller before touching the account. Unlocked in Active Directory instead of resetting a password nobody asked for. Closed with a resolution note.
Critical step missed
You never asked what changed since yesterday. The password reset the day before was the cause, and Elena would have told you.
Scored the way a team lead would score you.
Every ticket ends in a report. Four axes, weighted for your level, and the critical steps named one by one: verifying who calls before touching an account is not optional, and the report says so in plain words.
- Technique
- Did the fix work, and was it the right fix?
- Method
- Did you diagnose before acting, and document as you went?
- Communication
- Did the caller understand you, and feel taken care of?
- SLA
- Did you hold the clock the ticket came with?
Certifications, trained like the real papers.
Chapter series corrected question by question, then timed papers set like the real exam, where nothing is revealed until you hand in. The catalogue says for each certification whether practice is available today or still being written.
Single and multiple choice, drag-and-drop matching, performance-based boards, and the Microsoft-style statement sets below.
Sample set
Yes/No statement set
0 of 3 answered
Three calls, one morning
A NovaCorp employee calls: Outlook has shown “Disconnected” since 9:00. Within ten minutes two colleagues on the same floor report the same thing. The service desk logs all three calls.
The three calls should be linked to one incident record.
Because the users want their mail back, each call is a service request.
Finding out why the connection dropped belongs to problem management, not incident management.
In practice mode the explanation appears right away. In exam mode nothing is revealed until you hand in.
A career, not a course.
You start as a Service Desk analyst, Level 1. Promotions are real doors: experience earned on real tickets, then a practical exam on a real ticket. Level 2 and Level 3 mostly add what you are allowed to do in the consoles you already use, and the tickets that need it.
Your track
- Current positionService Desk L1The queue, every console, the everyday tickets. You start here.
- Support L2Harder tickets, more actions in the same consoles.
- Support L3The tickets that need a deeper hand on servers and services.
To move up
- Experience from the tickets you work
- A steady average score
- A practical exam on a real ticket
Network, cloud and security tracks come later. Until they exist, the app says so rather than selling them.
Start free. Upgrade when the queue gets serious.
The free plan is the real desk, with a few tickets a day up to a monthly limit. Premium lifts the ticket limits, opens every console and every series and every paper.
Free
The whole desk, a few tickets a day.
€0
- A few tickets every day, up to a monthly limit
- Active Directory and the knowledge base from day one — every free ticket is solved with those two
- The first series and a few papers of each certification
Premium
Every console. Every series, every paper.
Reading the current price…
- Every console — remote sessions, Exchange, printing, mobile devices
- Every series and every exam paper
- As many tickets as you like, and everything the free plan has
No card needed to start.