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.
- Ticket handling workflows
- Incident management
- Escalation procedures
- SLA management
- Onboarding procedures
- Offboarding processes
- Account provisioning
- Access control
- Network troubleshooting
- Endpoint management
- Asset management
- Backup and recovery
- 📄 Onboarding Guide
- 📄 Troubleshooting Manual
- 📄 Incident Management
- 📄 Service Desk Guide
- 📄 Asset Management
- 📝 Incident Report Template
- 📝 Change Request Form
- 📝 User Onboarding Form
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
Hezron Mutua Peter
IT Support Specialist | Systems Administrator | Service Desk Operations
📍 Mombasa, Kenya