# The Monday helpdesk queue “The Monday helpdesk queue” is an IT service desk analyst job simulation on FinderK. You work at Pellworth Housing, an original fictional company, and complete 3 assignments in about 50 minutes. It is for anyone who wants to practice IT service desk analyst work. No previous work experience is required. - Role: IT service desk analyst - Industry: IT support - Career: IT operations and incident management (https://finderk.com/careers/it-operations) - Level: Early career - Time: About 50 minutes, 3 assignments - Access: Included in Plus - Created by: FinderK - Work tools: Mail, Office documents and spreadsheets, Tables, Chat - Page: https://finderk.com/simulations/the-monday-helpdesk-queue - Last updated: 2026-10-10 ## Summary Seven requests are waiting on a Monday morning. Score and order the queue, report a possible account takeover with the facts security needs, and handle a new starter's access request without copying another person's access. ## Full brief You are the only analyst on the IT service desk of a housing association until midday. Seven requests are open: a payments system that will not load, a pressured phone call asking for a director's assistant's password reset, a new starter, a printer, a software request, a member of staff who typed her password into a fake page, and an office without wireless. You score and order the queue, write the security report that decides how fast an attacker is shut out, and answer a manager who wants a new starter to have the same access as a colleague. Automated checks confirm your totals and saved work; your judgement is reviewed against the standard for the role. ## What is Pellworth Housing? Pellworth Housing is a fictional housing association that owns and manages about 6,800 rented homes and employs 420 staff in a head office, two area offices and mobile repairs teams. The IT service desk is first line support for all staff. This case takes place on Monday 12 October 2026. All times are UTC. The desk resets passwords after an identity check and installs approved software; access to shared folders is decided by data owners and suspected attacks go to information security. ## Who do you play? You are the IT service desk analyst in the IT service desk team. You are first line support for all staff. You may reset passwords and unlock accounts after the identity check, install approved software and log and pass on everything else. You may not grant folder access, change security settings or send a reset anywhere but the person's work account or directory number. Suspected attacks go to Rhiannon Price within 15 minutes; folder access is decided by the data owner. ## What will you do? 1. 1. Score and order the queue (15 minutes) 2. 2. Report the account takeover to information security (20 minutes) 3. 3. Request the new starter's access (15 minutes) ## Which skills will you practice? - Score and order a service desk queue by impact and urgency - Refuse an account change that fails the identity check - Report a suspected account compromise with the facts security needs - Request access by least privilege through the data owner ## Frequently asked questions ### How long does “The Monday helpdesk queue” take? About 50 minutes, across 3 assignments. When the time is up, you get 10 minutes to round up and submit. Pausing stops the clock. ### Is “The Monday helpdesk queue” free? No. It is included in FinderK Plus. With a free account you can also do it without grading. ### Do I need IT service desk analyst experience? No. No previous work experience is required. The listed level is early career. ### What do I get when I finish? You get feedback on each assignment you submit. Completing all required assignments earns a completion certificate. It records participation and is not professional accreditation. ### Is Pellworth Housing a real company? No. Pellworth Housing is an original fictional company made for practice. Its coworkers may make mistakes, so check their suggestions against the evidence.