ServiceNow
What do the asterisks next to certain fields mean?
Required
Always transfer the call with a warm welcome
True
What does NetID Management Admin show you? (Name 2)
Last time user changed their password, whether they had a kerebos lock, locked out of their security questions, whether user's NetID is active
What Service Offering does a password reset belong in?
IT Help Desk-Student
Open Registry is used to see if the user had their NetID activated and whether they are locked out of their account.
False
Name 4 tools consultants use every shift or should have open during their phone shift.
OR, RUST, NetID Management Admin, HDI, Knowledge Articles, Google
What is the link to the 1098t How Do I page?
What assignment group do we belong under and who do we assign the ticket to?
NBHD- yourselves
True
What are some things that RUST can tell you?
It could be anything pertaining to their services (whether they have the service activated or that they don't have an account in that service yet) (i.e VPN is activated or the user does not have it activated yet)
https://supportcenter.rutgers.edu/answering-phone
“Thank you for calling the OIT Help Desk. This is [YOUR FIRST NAME HERE]. May I please have the spelling of your NetID?" (Or, if callers either don’t know their NetIDs/haven’t yet created one, ask for the spelling of their first and last name.) After confirming the spelling of the NetID, confirm the user's email address and phone number.
What is an incident?
Outage
EOS stands of Expected Operation Status.
False, it stands of End of Shift Report which every consultant fill submit after their shift.
User calls in to complain that they get a error when they try to access their Zoom account using their Rutgers email address. They are panicking because their class starts soon. What steps would you take to help the patron resolve this issue?
Try to reassure the user that we will try our best to get the issue resolved as soon as possible. Check RUST to see if the user's Zoom account is activated and confirm that they never opened a Zoom account with their Rutgers email address. Guide the user through the activation process through Netid.rutgers.edu to activate the service so they can connect to their class.
What is the link to the Phishing on How Do I? And what is phishing?
https://supportcenter.rutgers.edu/email-phishing
Phishing is the attempt to steal someone's account or personal information through e-mail masquerading as a type of official message.
When do we change the priority matrix and by what two scales?
When there is an incident (i.e. outage) that affects many people/department and the two scales are Urgency and Impact
It's okay to post some information like the user's RUID, NetID Admin, and their roles into a ticket.
False. You should never post personal information such as RUID into a ticket.
Incoming student wants to check their financial aid but does not know how to login with their NetID. What steps should the consultant tell them to take? (What tool should they use specifically)
The consultant can check NetID Management Admin to see if they have an active NetID. They should also check to see this incoming student paid their acceptance fees and it's been a week since they paid. Then they can guide them through netid.rutgers.edu to activate their NetID.
What is the link to the the procedures to NetID password resets? List 3 ways we can verify a user's identity.
https://supportcenter.rutgers.edu/netid-password-resets
Email, Phone, CVC, Photo ID