IT Support Knowledge Base

📘 Overview

This repository contains structured documentation, workflows, templates, and diagrams for IT support operations.
It is designed to demonstrate best practices in IT service management, support delivery, and systems administration.

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🧩 Areas Covered

🔹 Service Desk Operations

• Ticket handling workflows
• Incident management
• Escalation procedures
• SLA management

🔹 User Support

• Onboarding procedures
• Offboarding processes
• Account provisioning
• Access control

🔹 Infrastructure Support

• Network troubleshooting
• Endpoint management
• Asset management
• Backup and recovery

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📂 Repository Structure

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📑 Documentation

• 📄 Onboarding Guide
• 📄 Troubleshooting Manual
• 📄 Incident Management
• 📄 Service Desk Guide
• 📄 Asset Management

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📊 Diagrams

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🧾 Templates

• 📝 Incident Report Template
• 📝 Change Request Form
• 📝 User Onboarding Form

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🎯 Purpose

This repository serves as:

• A professional IT portfolio
• A knowledge base for IT teams
• A reference model for service desk operations
• Evidence of IT governance & documentation skills

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👤 Author

Hezron Mutua Peter
IT Support Specialist | Systems Administrator | Service Desk Operations
📍 Mombasa, Kenya