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The Help Desk Shift

A 90-minute, 4-round basic Express simulation on running a student IT help desk through a school district's 1:1 laptop rollout, for high-school Career and Technical Education in IT support and network systems, work-based-learning help desks and courses preparing entry-level IT credentials.

4 rondas Grado English, Español
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Sobre la simulación

A 90-minute, 4-round basic Express simulation on running a student IT help desk through a school district's 1:1 laptop rollout, for high-school Career and Technical Education in IT support and network systems, work-based-learning help desks and courses preparing entry-level IT credentials.

Teodora Quintrell, 17, the fictional lead of a student help desk in Tippen Creek, Indiana, has ten student techs and 400 desk hours for the week of Monday 2 August 2027, when 9,000 students receive a laptop before classes start on Monday 9 August.

Round by round you choose how tickets reach the desk and in what order they are worked, how the desk troubleshoots and who may reset a password, how to handle 640 laptops that fail at once and when to escalate to Tier 2, and how tickets are documented and closed and what to tell a caller asking for a student's password; at each decision point the week is projected again with the decisions taken so far.

Each round is scored on students ready for Monday, priority tickets on time, tickets still open, satisfaction and the district's trust; a password reset without identity verification or a disclosure to an unverified caller (FERPA, 34 CFR 99.31(c)) caps the score. English with Spanish.

Para quién es

Una simulación introductoria que no requiere conocimientos previos de la materia, pensada para asignaturas de grado. También funciona en formación profesional, bachillerato y sesiones de onboarding.

Cómo funciona una sesión

  1. El docente crea una sesión desde el panel de Eureka e invita a los participantes.
  2. Los participantes juegan 4 rondas. En cada una envían sus decisiones y la simulación calcula los resultados. La primera ronda arranca con: Friday 30 July 2027: how tickets come in and in what order.
  3. La simulación se puede jugar en: English, Español.
  4. El docente sigue el progreso y los resultados de cada participante desde el panel, y usa los resultados de la clase para el debriefing.

Decisiones que toman los participantes

Las decisiones que toman los participantes durante la simulación:

  • How tickets reach the desk
  • The order of work
  • How a tech works a ticket
  • Who gets a password reset
  • The 640 laptops with the failed Wi-Fi profile
  • When the desk hands a ticket to Tier 2
  • How tickets are documented and closed
  • Your answer to the caller asking for Jaylen's password and schedule

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