Service Desk Toolkit — L1/L2 SOPs • Runbooks • Scripts (Windows & M365)

Front-line Service Desk Knowledge Base with safe automation and incident playbooks.
Live KB: https://devsharma31.github.io/service-desk-toolkit/

What this proves: I can triage, communicate clearly, and automate safely in L1/L2 environments across Windows 10/11 and Microsoft 365/Azure AD.

---

Contents

• sops/ — front-line procedures (password reset, Outlook profile, printer/VPN, ticket triage)
• runbooks/ — incident guides (Exchange Online outage, network degradation) + SEV handoff template
• scripts/ — safe PowerShell & Bash helpers (connectivity, network reset with -Confirm, M365 user audit, disk cleanup)
• labs/ — practice flows (M365 user lifecycle, Azure AD basics, Windows troubleshooting)
• tooling/ — winget/Chocolatey bootstrap lists
• index.html + app.js + style.css — a lightweight KB UI (GitHub Pages-ready)

---

Quickstart

Run a connectivity check (PowerShell, Windows)

Set-ExecutionPolicy -Scope CurrentUser -ExecutionPolicy RemoteSigned
.\scripts\powershell\Check-Connectivity.ps1 -Target "outlook.office365.com"
# Optional: network reset (approval switch required)
.\scripts\powershell\Reset-Network.ps1 -Confirm

DNS lookup (Bash, WSL/macOS/Linux):

bash scripts/bash/check_dns.sh outlook.office365.com

Open the UI

• Local: open index.html
• GitHub Pages: the Live KB link above

---

Safety

Scripts are:

• Read-only or reversible by default.
• Any disruptive action requires an explicit -Confirm.
• Intended for lab / training use before touching production.

This mirrors real-world guardrails in enterprise environments.

---

Handover Template (paste into the ticket)

• User:
• Ticket ID:
• Impact/Priority:
• Summary (1 line):
• Repro steps:
• What I tried (+ timestamps)
• Attachments:
• Why escalated (policy/permission boundary):

Goal: clean, auditable handover so L2/L3 doesn’t need to reverse-engineer what happened.

---

About / Tech Stack

• Tech: HTML, CSS, Vanilla JavaScript, PowerShell, Bash
• Platform focus:
  • Windows 10/11
  • Microsoft 365 (Exchange Online, basic admin)
  • Azure AD basics
• Hosting: GitHub Pages

---

This project is part of my journey towards IT Support / Cloud Support roles with a strong focus on:

• Structured triage
• Clear written communication
• Safe, reversible automation