Software
This software includes applications such as Word, PowerPoint, Outlook, and Excel
Microsoft Office 2016
When do you resolve a ticket and what do you include in it?
After the work is completed and/or the customer is aware of this completion. Include the steps that resolved the issue
When someone visits our Help Desk, what is the first thing we should ask them for?
Their SHU ID
When in the Call Center, how should you answer the phone?
"Hello. Thank you for calling the Factory this is ... speaking how can I help you?"
This command on the keyboard can solve a majority of batphone calls regarding projectors not displaying
Windows + P and then Duplicate
This software is our encryption software installed on all Factory issued laptops.
SecureDoc
When assigning a ticket to put in our queue, what do you assign the ticket as?
Level 1 - Onsite Support
We can loan an Apple or Lenovo charger to which users?
Staff/Faculty
When using Bomgar, what website should you tell the client to go to in order to connect to the remote session?
This tool is used for checking the VLAN of a jack
Fluke
When installing Symantec for staff, which version should you install?
Managed
When creating a ticket for a paper order, what should you do?
Use the Supplies Order Template
or
Ask for name, location, billing number, and amount of supplies
If a student calls in asking for their ID number, who do we transfer them to?
Registrar
What are the two brands of phones on campus?
(100 Point Bonus: Name the difference between them)
NEC and Cisco VOIP
Name three software we do not support
SQL, Netbeans, Visio, Dreamspark, Visual Studio, Adobe CC, Anatomy Programs
Please provide two examples of tickets that would need to be escalated
Voicemail pin reset, supply order, voicemail setup, email change, etc.
If the client has warranty, we can fix which brands of laptops?
Apple, Dell, and Lenovo
What is the appropriate time-frame to do callbacks?
10am-5pm and while one person is not on the phone
When creating an on-site ticket, what do need included in the ticket?
Name, Location, Phone Number, and Times of Availability
This software is installed on all Factory issued computers and is used to backup the user's computer
CrashPlan
The only department Level 1's are allowed to send tickets to are for which issue and which department?
Supplies Order - Mail Center
A staff member comes in with their Lenovo and they changed their password off campus. What do you do?
Connect their computer to the ethernet, have them log in with their old password, go to SecureDoc and click "Communicate with Server," log off the computer, unplug the ethernet, have them log back in again with the new password
When someone needs access to a shared drive, what are the steps?
Path name of shared drive, email of approval sent from their supervisor to techsupport@sacredheart, as well as if they need read and write or read access
Name all dorm locations we do not go on-site for
Pioneer Gardens, Taft, Oakwood, and Park Ridge