it-support

name	it-support
description	IT Support - Help desk, troubleshooting, desktop support. Use when: IT issues, desktop support, password resets, software installation, hardware issues. Include: Help desk, troubleshooting, ticket management, hardware, software. Works with: Claude Code, OpenCode, Cursor, Any SKILL.md agent.
version	1.0.0
author	Business Brain
license	MIT
tags	["it","support","helpdesk","troubleshooting"]
agents	["universal"]

IT Support Skill

Help desk and desktop support.

Common Issues

Issue	Solution	Escalation
Password reset	AD/LDAP reset	IT
VPN not working	Restart client	Network
Software install	Use MDM/Intune	IT
Email issues	Outlook repair	Exchange
Slow computer	Restart, clear cache	Desktop

Ticket Template

# Support Ticket

**Priority**: [High/Medium/Low]

**Category**:
- [ ] Hardware
- [ ] Software
- [ ] Network
- [ ] Account
- [ ] Other

**Description**:
[What happened]

**Steps Taken**:
1. [First step]
2. [Second step]

**Result**:
[Working/Not working]

Escalation Path

L1 (Help Desk) → L2 (Desktop) → L3 (Server/Network) → IT Manager

SOPs

Password Reset

1. Verify identity (2FA questions)
2. Check AD/LDAP
3. Reset password
4. Enable MFA
5. Document in ticket

VPN Issue

1. Confirm internet working
2. Restart VPN client
3. Check certs not expired
4. Try different network
5. Escalate to network team

Tools

Tool	Use
Jira Service Mgmt	Tickets
Intune	MDM
Remote Desktop	Remote support
Slack/Teams	Comms

SLA Targets

Priority	Response	Resolution
P1 (Critical)	15 min	4 hours
P2 (High)	1 hour	8 hours
P3 (Medium)	4 hours	3 days
P4 (Low)	24 hours	5 days

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Compatible Agents

All SKILL.md compatible agents ✅