PC Set Up/Re-Imaging
What is the standard naming convention for employee and bullpen computers?
HNR-EMP-(accounting code)-lowest number available
HNR-BP-(office code)-lowest number available
What is the name of the Learning Path that agents receive in Litmos?
Agent Accelerate NOW
If someone cannot access SharePoint, where is the very first place you should look?
Their Office Distribution Group
What is our Ticketing Response Time for Non-Emergency and Emergency Tickets?
Emergency - 10min
Non-Emergency - 1 hour or less
Why do we send the Pending Report to Prosperity?
To provide insight on the buyers through HNR
What Anti-Virus software gets pushed with Kaseya?
Sophos
What do you dial on the phone to begin set up of the agent VM greeting?
58900, *, 4 Digit Extension, *
What's the name of the folder that terminated agents get moved to?
Terminated Agents SP
What is the process for a staff member to receive new equipment or software?
The broker will send a written request to Scott asking for approval
Why do we make sure all tickets are updated?
So that everyone is aware of the most current status to help when that technician is out
Name 3 things that must be done after delivery of a new PC?
What do you select to prevent other agents from accessing a newly created folder?
Stop Inheriting Permissions
What are the names of all the Reports IT is responsible for and how often are they run?
Pending - Daily/Weekly/Monthly
QSC - Weekly
Birthday/Anniversaries - Monthly
Completed Transactions - Monthly
Top 50 - Monthly
What Kaseya script/procedure is run on a new agent bullpen computer?
HNR-BP Config
What is the 9th Attribute that is added in Exchange?
MFA_Enforced