{"id":66,"date":"2025-07-11T22:00:54","date_gmt":"2025-07-11T22:00:54","guid":{"rendered":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=66"},"modified":"2025-08-21T04:27:03","modified_gmt":"2025-08-21T04:27:03","slug":"home","status":"publish","type":"page","link":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/","title":{"rendered":"Home"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<style>\n  body {\n    font-family: 'Segoe UI', sans-serif;\n    background-color: #f9f9f9;\n    color: #333;\n    line-height: 1.6;\n    margin: 0;\n    padding: 0;\n  }\n\n  .intro {\n    max-width: 900px;\n    margin: 40px auto 0;\n    padding: 40px 30px;\n    text-align: center;\n    background: #fff8f8;\n    border: 2px solid #cc0000;\n    border-radius: 12px;\n    box-shadow: 0 5px 15px rgba(0,0,0,0.05);\n  }\n\n  .intro h1 {\n    font-size: 2.2em;\n    color: #990000;\n    margin-bottom: 15px;\n  }\n\n  .intro p {\n    font-size: 1.2em;\n    color: #333;\n    max-width: 700px;\n    margin: 0 auto;\n  }\n\n  .section {\n    max-width: 900px;\n    margin: 40px auto;\n    background: white;\n    border-radius: 10px;\n    padding: 30px;\n    box-shadow: 0 5px 20px rgba(0, 0, 0, 0.05);\n  }\n\n  .section h2 {\n    font-size: 1.5em;\n    color: #003366;\n    margin-bottom: 15px;\n  }\n\n  .section ul {\n    list-style: none;\n    padding-left: 0;\n  }\n\n  .section ul li {\n    margin-bottom: 12px;\n    padding-left: 28px;\n    position: relative;\n  }\n\n  .section ul li::before {\n    content: \"\u2705\";\n    position: absolute;\n    left: 0;\n    color: #00b3b3;\n    width: 20px;\n    display: inline-block;\n  }\n\n  .section a {\n    color: #cc0000;\n    font-weight: bold;\n    text-decoration: none;\n  }\n\n  .section a:hover {\n    text-decoration: underline;\n  }\n\n  .btn-center {\n    text-align: center;\n    margin-top: 20px;\n    display: flex;\n    flex-wrap: wrap;\n    gap: 15px;\n    justify-content: center;\n  }\n\n  .btn-center a {\n    background-color: #cc0000;\n    color: white;\n    padding: 12px 24px;\n    border-radius: 8px;\n    font-size: 16px;\n    text-decoration: none;\n    display: inline-block;\n    transition: background-color 0.3s ease;\n  }\n\n  .btn-center a:hover {\n    background-color: #a00000;\n  }\n<\/style>\n\n<div class=\"intro\">\n  <h1>Welcome to the UNLV Help Desk Simulation<\/h1>\n  <p>This training simulation mirrors the tools, workflows, and support strategies used by the actual UNLV IT Help Desk. Explore hands-on ticketing, phone support, and documentation tools in a safe learning environment.<\/p>\n<\/div>\n\n<div class=\"section\">\n  <h2>\ud83d\udca1 What You\u2019ll Learn<\/h2>\n  <ul>\n    <li>How to locate and apply documentation<\/li>\n    <li>How to follow internal support processes<\/li>\n    <li>Reinforces A+, Network+, and Linux+ exam topics related to operational procedures<\/li>\n  <\/ul>\n<\/div>\n\n<div class=\"section\">\n  <h2>\ud83e\uddea Simulate Support Tickets<\/h2>\n  <ul>\n    <li>Submit example tickets like a real user<\/li>\n    <li>Practice triaging, documenting, and updating ticket statuses<\/li>\n    <li>Experience UNLV\u2019s TeamDynamix environment in sandbox mode. Once logged in, click on &#8220;Unassigned Tickets&#8221; on the left<\/li>\n  <\/ul>\n  <div class=\"btn-center\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=282\">Simulate Ticket Queue<\/a>\n    <a href=\"https:\/\/help.unlv.edu\/SBTDWorkManagement\" target=\"_blank\">Try TeamDynamix Ticketing<\/a>\n  <\/div>\n<\/div>\n\n<div class=\"section\">\n  <h2>\ud83d\udcde Phone &#038; Chat Simulation<\/h2>\n  <ul>\n    <li>Talk with simulated users like &#8220;Professor Scarlet&#8221;<\/li>\n    <li>Practice real-time communication under pressure<\/li>\n    <li>Improve your customer service and response skills<\/li>\n  <\/ul>\n  <div class=\"btn-center\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=130\">Simulate Phone Calls<\/a>\n  <\/div>\n<\/div>\n\n<div class=\"section\">\n  <h2>\ud83d\udcda Browse the Knowledge Base<\/h2>\n  <ul>\n    <li>Access step-by-step how-to articles<\/li>\n    <li>Reinforce training with realistic documentation<\/li>\n    <li>Learn to navigate UNLV\u2019s internal support system<\/li>\n  <\/ul>\n  <div class=\"btn-center\">\n    <a href=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/?page_id=80\">Browse Knowledge Base<\/a>\n  <\/div>\n<\/div>\n\n\n\n<p class=\"has-text-align-center card has-contrast-color has-text-color has-link-color wp-elements-1 wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"has-text-align-center card has-contrast-color has-text-color has-link-color wp-elements-2 wp-block-paragraph\"><\/p>\n\n\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"card wp-block-paragraph\"><\/p>\n\n\n\n<div style=\"height:0px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">\ud83d\udccc <strong>Get Started <\/strong><br>Use the buttons above or the navigation menu to begin your virtual Help Desk journey.<\/p>\n\n\n\n<style>\n  #bmo-helper {\n    position: fixed;\n    bottom: 20px;\n    right: 20px;\n    z-index: 1000;\n    text-align: center;\n  }\n\n  #bmo-helper img {\n    width: 140px;\n  }\n\n  #bmo-speech {\n    background: #ffffff;\n    border: 2px solid #00b3b3;\n    border-radius: 8px;\n    padding: 10px;\n    margin-bottom: 8px;\n    font-family: 'Segoe UI', sans-serif;\n    font-size: 14px;\n    color: #333;\n    max-width: 280px;\n    box-shadow: 0 2px 8px rgba(0,0,0,0.2);\n    line-height: 1.4;\n  }\n\n  .bmo-button {\n    position: fixed;\n    bottom: 20px;\n    left: 20px;\n    background-color: #00b3b3;\n    color: white;\n    border: none;\n    padding: 10px 20px;\n    border-radius: 10px;\n    font-size: 16px;\n    cursor: pointer;\n    z-index: 1001;\n    box-shadow: 0 4px 8px rgba(0,0,0,0.2);\n  }\n\n  #bmo-menu {\n    background: #fff;\n    border: 1px solid #ccc;\n    border-radius: 6px;\n    padding: 8px;\n    margin-top: 8px;\n    text-align: left;\n  }\n\n  #bmo-menu button {\n    display: block;\n    width: 100%;\n    background: none;\n    border: none;\n    text-align: left;\n    padding: 6px;\n    font-size: 14px;\n    cursor: pointer;\n    color: #007a7a;\n  }\n\n  #bmo-menu button:hover {\n    background-color: #f0f0f0;\n  }\n<\/style>\n\n<div id=\"bmo-helper\" style=\"display: none;\">\n  <div id=\"bmo-speech\">Hi! Click a question below to learn more.<\/div>\n  <div id=\"bmo-menu\">\n    <button onclick=\"showBMOAnswer('home')\">What is Home?<\/button>\n    <button onclick=\"showBMOAnswer('login')\">What is Login?<\/button>\n    <button onclick=\"showBMOAnswer('queue')\">What is Ticket Queue?<\/button>\n    <button onclick=\"showBMOAnswer('resolution')\">What is Resolution?<\/button>\n    <button onclick=\"showBMOAnswer('sandbox')\">What is TeamDynamix Sandbox?<\/button>\n    <button onclick=\"showBMOAnswer('phone')\">What is Phone Simulation?<\/button>\n    <button onclick=\"showBMOAnswer('kb')\">What is the Knowledge Base?<\/button>\n    <button onclick=\"showBMOAnswer('quiz')\">What is the Quiz?<\/button>\n    <button onclick=\"showBMOAnswer('check')\">What is Check Your Knowledge?<\/button>\n  <\/div>\n  <img decoding=\"async\" src=\"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/wp-content\/uploads\/2025\/08\/4FB4.gif\" alt=\"BMO Helper\">\n<\/div>\n\n<button class=\"bmo-button\" onclick=\"toggleBMO()\">\ud83d\udcac Ask BMO<\/button>\n\n<script>\n  function toggleBMO() {\n    const bmo = document.getElementById('bmo-helper');\n    bmo.style.display = (bmo.style.display === 'block') ? 'none' : 'block';\n  }\n\n  function showBMOAnswer(key) {\n    const answers = {\n      home: \"\u201cHome\u201d takes you back to the main homepage.\",\n      login: \"\u201cLogin\u201d is for accessing internal systems. If you're off-campus, you'll need VPN access. VPN guide: https:\/\/www.it.unlv.edu\/vpn\",\n      queue: \"\u201cTicket Queue\u201d simulates real IT help desk tickets you can work through.\",\n      resolution: \"\u201cResolution\u201d shows the expected follow-up after you've worked a simulated ticket.\",\n      sandbox: \"\u201cTeamDynamix Sandbox\u201d is a safe, simulated version of UNLV\u2019s real ticketing system.\",\n      phone: \"\u201cPhone Simulation\u201d lets you chat or speak with simulated users in unique support scenarios.\",\n      kb: \"\u201cKnowledge Base\u201d includes step-by-step guides and reference articles for common issues.\",\n      quiz: \"\u201cQuiz\u201d is where you can test your knowledge across IT support concepts like A+, Network+, and Linux+.\",\n      check: \"\u201cCheck Your Knowledge\u201d is a guided reading page that explains Help Desk core concepts with examples from A+, Network+, Linux+, and Security+ exams. It\u2019s great for pre-quiz prep or review!\"\n    };\n\n    document.getElementById('bmo-speech').textContent = answers[key] || \"I'm not sure about that one!\";\n  }\n<\/script>\n\n\n\n<div style=\"height:17px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Welcome to the UNLV Help Desk Simulation This training simulation mirrors the tools, workflows, and support strategies used by the actual UNLV IT Help Desk. Explore hands-on ticketing, phone support, and documentation tools in a safe learning environment. \ud83d\udca1 What You\u2019ll Learn How to locate and apply documentation How to follow internal support processes Reinforces [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-no-title","meta":{"footnotes":""},"class_list":["post-66","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages\/66","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=66"}],"version-history":[{"count":51,"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages\/66\/revisions"}],"predecessor-version":[{"id":487,"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=\/wp\/v2\/pages\/66\/revisions\/487"}],"wp:attachment":[{"href":"https:\/\/www.unlvhelpdesk.test.sites.unlv.edu\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=66"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}