It gave me idea of what working as Service desk agent at Datacom. It taught me the importance of following the procedures when handling the ticket. I was especially impressed by the thoroughness of documentation. It showed how important it is to document the issue clearly, steps taken for troubleshooting, and the outcome so the whole team has a clear record.

I liked that the simulation was practical and realistic. It helped me understand how to troubleshoot technical issues, prioritise support tickets, follow ITIL processes, and communicate effectively with clients. I also found the incident documentation and escalation scenarios useful for understanding how a real Service Desk operates.

I like the clear and concise explanation of the information we will be focusing on in the upcoming simulation. I also liked that it gave me the chance to create my own emails and provide an example of what the draft email should include in the next tab to see if I missed anything in my drafted email.