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IT Support & Service Requests

Follow a support ticket from first call to resolution, and practise polite questions and reported speech.

B1–B2 · IT English
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Ex A – A Support TicketReading comprehension
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Ex B – Support VocabularyGap-fill with word bank
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Ex C – Polite Questions & Reported SpeechGrammar: helpdesk language
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AReading: Ticket #4821 — Shared Drive Problem
Read the ticket history, then choose the correct answer for each question.

Ticket #4821 — Priority: High

09:12 — A user from the accounting department called the service desk. She said that she could not open any files on the shared drive and that an error message appeared every time. First-level support asked her to restart her computer, but the problem remained.

09:30 — The ticket was escalated to second-level support. Tom checked the file server and found that the user's permissions had been changed during last night's system update. As a workaround, he gave her temporary access to a copy of the files so she could keep working.

11:05 — The permissions were restored and the user confirmed that everything worked again. The ticket was closed within the SLA of four hours. Follow-up: second-level support will check whether other accounts were affected by the update.

1. The user's problem was that she .
2. First-level support asked her to .
3. The cause of the problem was .
4. As a workaround, Tom .
5. The ticket was resolved .
6. The follow-up task is to check .
BVocabulary: Service Desk Terms
Complete each sentence with the correct term. Two words in the bank are not needed.
Word Bank ticket escalation SLA workaround first-level support incident resolution service desk sprint encryption
1. Every support request is documented in a .
2. If first-level support cannot solve a problem, an to second level follows.
3. The defines how quickly a ticket must be resolved.
4. A temporary solution that lets the user keep working is a .
5. answers calls and solves simple, common problems.
6. An unplanned interruption to a service is called an .
7. The ticket stays open until the is confirmed by the user.
CGrammar: Talking to Users Politely
Choose the correct form for each helpdesk sentence.
1. Could you the issue in more detail, please?
2. Would you mind your computer?
3. The user said that she not open the files.
4. Do you know the error first appeared?
5. She told us that the error message every time.
6. Could you tell me you have already restarted the PC?
7. I was wondering you could give me remote access to your machine.
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