GL Accounts
The requirements for creating a P2 password are:
(i.e. What must it contain? What can’t it contain?)
At least 8 characters long; does not contain a dictionary word; contains 3 of the following: uppercase letter, lowercase letter, symbol, number
The phone number you call if you’re going to be late to work
Supervisor Line (352-392-8069)
A client calls about an issue with accessing a module in Canvas. After ruling out any browser issues, you should message ____ on Teams.
e-learning Support
A client should go here to create a GatorLink account.
account.it.ufl.edu/glam/create
or
Create Account at login.ufl.edu
When referring a ticket to another team, when you should pend it for?
The same day
How P1 to P6 users are allowed to reset their passwords when they expire
P1-3: Self Service
P4-5: Help Desk Assisted
P6: Staff - ResShield
The places you should be recording your time are:
1. Teams
2. myUFL
A client calls for a Thesis & Dissertation appointment. After filling out the specific, the ticket gets sent to this queue.
Tier 2: Teaching and Learning Services
UFIT Thesis and Dissertation
Which affiliations are eligible to forward their UF email to a personal email?
None. Email cannot be forwarded to a non-UF inbox.
Someone calls with a question about formatting their thesis. You should use the _____ specific.
T and D Appointment
The criteria to be eligible to create a GatorLink account are:
1. Eligible Affiliation
2. Personal phone number
3. Personal email
How many consecutive hours must you work to be eligible for 15, 30, and 60 minute breaks?
15 – 4 hours
30 – 6 hours
60 – 8 hours
A client calls the Help Desk and says their personal computer isn’t working. If they have a Mac, this is where we refer them.
Apple Tech Hub @ Reitz
How long can we guarantee that Alumni will have access to their email mailbox? An employee?
Alumni = 1 year
Employee = 30 days
This is the specific you use if the client has an issue with Duo Mobile
2FA General
Name a special character that cannot be included in your password.
Space, Backslash '\', or International Characters
The Help Desk is part of the ___ department, which falls under the division of ____ at UF.
1. AT – Academic Technology
2. IT- Information Technology
Name all four teams within the Help Desk where you are allowed to refer tickets.
Staff
Consultants
e-Learning
Thesis & Dissertation
In order to access library resources from an off-campus location, you first need to set up the _____.
Virtual Private Network (VPN)
(Or Proxy)
A client calls about an error message in myUFL. You refer the ticket to Consultants. What are 3 things you should include in the journal note?
Phone number/email address, preferred time of contact, full error message, browser(s), exact navigation, if the client has gotten this before/if they've been able to access this before, etc.
The number of characters a passphrase can be (name the range, min-max)
18 to 48 characters
1. AT – Academic Technology
2. IT- Information Technology
Mon-Fri 7:30AM – 10:00PM
Sat-Sun 8:00AM - 8:00PM
Closed during all University Holidays
A client has an issue with their email mailbox. The ticket needs to be escalated outside the Help Desk. Which team do you refer it to?
Tier 1 Support
UFIT Help Desk Technical
Where can students go to access numerous applications or software programs for free (I.E. SPSS or ArcGIS)?
UF Apps- login.apps.ufl.edu
If you don't know what classifications to use, where should you check?
Classifications cheat sheet (in each cubicle)
Internal Page
Wiki