Ticketing System
What is the benefit of using templates or canned messages in ticket creation and response?
They save time and ensure consistent communication
What's the first thing you should say when answering a call at the Service Desk?
"Thank you for calling the ITS Service Desk, this is [Your Name], how can I help you today?"
Why should you lock your workstation when stepping away?
To prevent unauthorized access to sensitive information
What's the first step in troubleshooting any technical issue?
Gather detailed information from the user about the problem
What is the name of the campus Wi-Fi network for full time staff and faculty, on college owned devices?
ForesterCore
What is a "private note" in a ticket, and who can see it?
An internal comment visible only to IT staff, used for notes and collaboration
What's a polite way to ask a user to wait while you look something up?
"Would you mind holding for a moment while I check that for you?"
What's the proper way to verify a user's identity before making account changes?
Scheduling an in-person or Teams video call where the user presents a college or government-issued photo ID
What's one reason a user might not be able to log in?
Incorrect password, locked account, or expired credentials
Where can students, staff, and faculty go to reset their college password?
The self-service portal
What's the difference between "Open", "Pending", and "Resolved" ticket statuses?
Open: issue is being worked on;
Pending: waiting on user or external input;
Resolved: issue is fixed
How can you de-escalate a tense conversation with a user?
Stay calm, acknowledge their frustration, and offer a solution or next step
How do you determine if a problem is hardware or software related?
Test with alternate software or hardware, check error messages, and isolate variables
Where can students go to borrow a laptop on campus
The IT Service Desk and filling out our form
How do you escalate a ticket to a higher support tier?
Update the ticket with notes, change assignment group or tier, and notify the next-level team
What's the value of summarizing the issue back to the user?
It confirms understanding and builds trust
Why is it important to log out of shared systems after use?
To prevent unauthorized access by the next user
What's the difference between a personal device and a college-managed device?
What are the best practices for documenting troubleshooting steps in a ticket?
Be clear and concise, list each step chronologically, and include outcomes
What are two things you should avoid when dealing with a difficult user?
Interrupting them or taking their frustration personally
What's the role of FERPA or HIPAA in IT support?
They govern how student or health data must be protected and handled
How do you approach a recurring issue that hasn't been resolved by standard steps?
Review past tickets, escalate if needed, and document patterns or environmental factors
How can students access campus software from off-campus?
Through OpenVPN and Vapps