IT Help Desk Mentorship Needed

I have CompTIA A+ along with a few other entry-level certifications and I’m now preparing to land my first help-desk role in Canada. What I still lack is real-world context: the rhythm of a support queue, the common fixes, and the mindset that keeps users happy while resolving issues quickly.

I’m looking for an experienced IT support professional who can walk me through day-to-day software support tasks, with special emphasis on Microsoft 365 and Azure user-account management. Think of it as a practical mentorship rather than a one-off Q&A. I’d like to screen-share, step through live or simulated tickets, see how you triage, escalate, document, and close them, then practise the same workflows myself.

Key focus areas
• Daily help-desk workflow: ticket intake, prioritisation, escalation paths
• Common Microsoft 365 and Azure user issues: password resets, licence assignment, group membership, MFA hiccups, guest access, and permission clean-ups
• Best-practice documentation: crafting KB articles, using templates, noting root cause and preventative measures
• Soft skills: clear communication, managing expectations, de-escalating frustrated users

Deliverables
1. A series of interactive sessions (video or live chat with screen-share) totalling roughly 4–6 hours, scheduled flexibly.
2. Sample ticket notes or SOPs I can adapt for interviews or future work.
3. A brief end-of-engagement checklist confirming I can independently resolve the scenarios we covered.

I have Teams, Zoom, and AnyDesk ready, so whichever tool you’re comfortable with works for me. If you spend your weekdays in a service-desk environment and enjoy explaining what you do, I’d love to learn from you.