SECURITY SMARTS
This type of fraudulent email tries to trick you into clicking a link or sharing your login credentials.
What is phishing?
This team is the first point of contact for employees needing help with computer access, software issues, and other technology problems.
What is the IS Service Desk?
Patients log in to this Ochsner app and website to see test results, schedule appointments, and message their care team.
What is MyOchsner?
This step-by-step process of identifying and isolating the cause of a problem is the heart of every support call.
What is troubleshooting?
This searchable collection of documented fixes, troubleshooting guides, and how-to articles helps the Service Desk resolve recurring issues consistently.
What is a knowledge base?
This security method requires two or more verification factors, such as a password plus approval through an authenticator app.
What is multifactor authentication (MFA)?
This record documents a reported technology issue, tracks troubleshooting steps, and provides a reference number for follow-up.
What is a support ticket?
Patients can call the Patient Technical Support team for MyOchsner help on these days and hours.
What is Monday through Friday, 8 a.m. to 5 p.m.?
When an issue needs specialized expertise or additional access, the Service Desk uses this process to send it to the appropriate support team.
What is escalation?
This online site lets employees submit tickets, check ticket status, and find answers on their own.
What is the self-service portal (Open Text)?
Before resetting a password, the Service Desk must complete this step to confirm the caller is who they say they are.
What is identity verification?
Unlike an incident, which reports something broken, this type of ticket asks for something new, such as software, access, or equipment.
What is a service request?
A parent who wants to see their child's MyOchsner account needs this type of access.
What is proxy access?
With the user's permission, a technician uses this to view and control a computer without being at the user's desk.
What is remote support (remote access)?
This Microsoft directory service stores user accounts and is where technicians often unlock accounts and manage group memberships.
What is Active Directory?
Pressing Control-ALT-DELETE does this to protect your workstation when you step away.
What is locking your computer?
Impact and urgency are used together to determine this ticket rating, which decides how quickly an issue should be worked.
What is priority?
Before the "Begin Visit" button will work for a video appointment, patients must finish this online check-in step.
What is ePre-Check?
Clear, detailed entries describing what was checked and done on a ticket so the next technician can pick up where you left off.
What are work notes (ticket documentation)?
This secure connection lets employees access internal network resources while working offsite.
What is a VPN (virtual private network)?
Those "restart to install" pop-ups often include these fixes that close security holes, so don't keep putting them off.
What are software updates (security updates)?
This agreement defines expected response and resolution times for support requests.
What is a service level agreement (SLA)?
To confirm they're helping the right person, the team checks a patient's full name, date of birth, and these four numbers.
What are the last four digits of the Social Security number?
Finding this underlying reason behind repeated incidents helps prevent the same issue from happening again.
What is the root cause?
This type of software platform is used to log, track, route, and report on tickets across IT teams.
What is an IT service management (ITSM) system?