Practise troubleshooting through role-play
Step into the role of an ITWorks Level 1 helpdesk technician. You will talk with a customer, follow a structured troubleshooting process, make safe decisions, and document the outcome.
This practice activity can be completed with keyboard navigation. Scores are for practice feedback only and
are not final assessment marks. Please contact your lecturer if you need an adjustment.
Correct decisions earn XP. Badges recognise strong troubleshooting, security awareness, and documentation. No personal data is collected.
Choose a role-play scenario
Each scenario has a realistic customer conversation and eight troubleshooting steps.
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Conversation
Role-play complete
Final score
XP earned
Badges earned
What went well
Improvement advice
Sample helpdesk ticket note
Session progress
XP and badges are stored for this browser session only.
0Total XP
0Scenarios completed
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