Service Desk Procedures
What template should be used if a user never responds or disconnects before the issue can be fully identified/explained?
Call/Chat Disconnect template
The call opening requirements include disclosing department name, providing our name, and asking for the clients. Give an example that shows how the requirements can be met in one sentence.
Thank you for calling the Bofa Global Service Desk, my name is __. Can I have you first and last name?
+ Bonus points if you ask for contact number as well
How many IQ evaluations in total can you receive in a month?
6 evaluations per month
They are graded on the 8th, 16th and 24th day of the month. (Little tip for the ticket checkers)
How can you view/identify current outages?
Through the "Service Desk - Service Desk Outage and Chronic Issue Dashboard" website.
What is Yamaris's favorite soda?
Dr. Pepper
How many minutes total should the "Non-Responsive Procedure" last and what does the process consist of?
4 minutes total including chat warning + "Tech Action: Alert Client - Send 2 minute Warning" and Disconnection message.
Chat Only:
In order to avoid excessive dead air, how often are agents required to provide updates/interact with associate during interaction?
Also when is the 3 minute check-in not required?
1. "Associate is required to check-in with client every 3 minutes (Or less)"
2. When remoted into the users workstation/device
Which grading criteria category within IQ is worth the most?
Also which grading criteria if selected incorrectly in a ticket can cause the most loss of points?
1. Operational Categorization
2. Appropriate template
When creating an Entire Office Issue ticket, should the agent escalate the ticket to a group and in what status should the ticket be left in?
IMPORTANT: Under no circumstances should an Entire Office/Multi User incident be escalated by an analyst moving forward
Status: In progress
Which associate is musician currently in a band known as "Prime Society"?
Juan "Juanton" Rustin
Help Desk can only reset Windows Password manually after authenticating user needing password via?
Every password reset call where Agent performs a manual reset should end with?
1. TSP's MFA PUSH NOTIFICATION (No Exceptions)
2. The user setting their own password. This is a GIS Requirement.
If the client is seeking help with a network password reset, what extra authentication step must be completed?
Confirmation of active Flagscape Authenticator in order to "Send Push Notification to validate.
What 4 parts of a ticket all have to match and make sense in order make a STRONG ticket?
1. Template
2. Problem Statement
3. Summary
4. Opcat
What information would we need to obtain before selecting one of the following Entire Office Templates:
- FC: Entire Office Issue
- Enterprise: Multi User / Entire Office Issue
- GWIM Branch Entire Office Issue
The organization Unit (OU) of the user
Where to find: TSP > Provisioning Tab > Organization Unit (OU)
Banking Center = FC
BAND = Enterprise
GWIM = GWIM
Which associate recently embarked on a journey to Hong Kong, China?
Javier Perez Ortiz
The "Busy" status (Chat) prevents the routing of inbound chats to the analyst. What is the appropriate amount of time it can be used when before going to break/lunch or meetings?
Busy only used within 5 minutes of break/lunch, afterwards offline must be used.
What 3 steps are required on both voice and chat before remoting into an associates workstation?
Step 1: May I have permission to connect and control your workstation?
Step 2: Before I connect, can you please confirm your IP address? You can find it in MyInfo.
Step 3: Please ensure there is no client confidential information on your screen. Let me know when I am good to connect, please.
After connection request is sent: Please click yes when you are ready to accept the request.
1. Product
2. Issue
3. Failure Point
4. Sufficient Detail
+ Bonus points if it makes sense in general and grammatically
When would Service Desk agents change the priority of a ticket within ITSM?
Service Desk Agents should never change the Priority on any ticket within ITSM. All templates including Entire Office will default to P4
Which associate is originally from Rwanda?
Sharon Uwase
What is unaccounted time?
Toggling on and off of busy (chat) or available (voice) is considered what?
1. Unscheduled time off of phone/chats outside of breaks/lunches and deviations.
2. Its considered call avoidance and can result in disciplinary action.
If after accepting a chat the user is immediately unresponsive AND their information does not load is a ticket required?
No ticket is required if both criteria is met.
What are the 3 components of resolution that are required?
1. Last steps taken to resolve the issue
2. Confirmation that the issue was resolved
3. "Next Steps" (Including URL's, reference materials or requests)
"Missing one of these will result in a "Fail".
When making a ticket in relation to a known Outage, what relationship type should be selected before relating?
And what should the status of the ticket be left in after making and relating the ticket?
1. "Duplicate of"
2. Status: In Progress (duplicate ticket - ticket is to remain open and will close automatically once the parent outage ticket is closed - closing ticket manually results in the client not getting updates and is NOT the correct process)
Who is the most tenured bank associate in our team?
Keith Cline (7.67 Years)