Service Desk
What is the Service Desk?
The service desk is the single point of contact between the IT organization and the business for all incident service request management.
What is the main goal of Incident Management?
Is to provide a quick fix that resolves the interruption and restores the service to its full capacity.
How a user can access to the NGSD portal?
True One CC Intranet
Or NGSD Mobile App
What classification should a password be given?
Strictly Confidential
Personal attributes that enable someone to interact effectively and harmoniously with other people.
What is Soft Skill
What is an incident?
An unplanned interruption to an IT service or reduction in the quality of an IT service.
Which contact channels are available to reach the Service Desk?
1-Phone
2-Chat
3-Self-log
How many languages does the NGSD support?
French , German and English
What classification should a customer’s IP address be given?
Confidential
Means focusing on what is being said?
What is Active Listening
What is a Service Request?
Is a formal request from a user for information, advice, a standard change, or access to a service
What option would you choose to log a ticket if you are impacted by a Major Incident?
This affects me
The section of the NGSD Portal that you need to go and validate information about your personal preferences and hardware devices.
What is About Me
What classification is CC public website?
Unrestricted
Is putting yourself in someone else’s shoes and understanding their position
What is Empathy
What is a ticket?
Is the generalized term used to refer to a record of work performed or needing to be performed by IT support also the record of the troubleshooting method used and the knowledge used.
What employees can do in the NGSD Portal?
Where in the NGSD Portal is a Library containing thousands of articles on Issues & Fixes and 'How Do I?' that you can perform yourself.
What is Knowledge
How many numbers does you Service Desk PIN need to contain?
5
Is showing users that you are responsible for solving their issue.
What is Taking ownership
What is the main activity on the Service desk?
Logging and triaging of incidents and requests
What color alert tells you something is changing and you need to take action?
Amber
How many security questions do I need to set up?
What is 6 questions
How do I classify an email ?
Use the sensitivity button in outlook
Is the process of communicating what is going to happen next so the user is aware.
What is setting the correct expectations