| 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
- Verify identity (2FA questions)
- Check AD/LDAP
- Reset password
- Enable MFA
- Document in ticket
VPN Issue
- Confirm internet working
- Restart VPN client
- Check certs not expired
- Try different network
- 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 |
Compatible Agents
All SKILL.md compatible agents ✅
