SLACK
This must be done with all automatic Slack updates once they have been addressed
This is the maximum amount of time a new ticket should take to be formatted and placed on the desk once it is received
What is 15 minutes?
These are the average peak hours of operation for locations (in local time)
What is 8-10a, 12-2p, 5-7p?
This is where the ON CALL schedule for admins is posted
Where is the TOPIC section in SPOS_SUPPORT channel?
The steps required at the very beginning/end of your shift
What are going in/out of the call queue, Clocking in/out of WhenIWork, and posting in Slack?
This is always required during your shift regarding pings to you
What is acknowledge the ping via response or emoji?
This must be done with a ticket prior to merging it with another ticket
What is format and save the ticket that will be merged?
These are the only exceptions to contacting a site during peak hours
This is the appropriate channel for NON-URGENT issues in need of admin assistance
What is the L2-assistance channel?
This is the time cut-off for working past your shift before it must be approved by an admin
What is 15 minutes?
This is required if you believe a ticket should be placed on an admin's desk
What is receive direct approval/acknowledgement from the admin in question?
This is the minimum amount of time a recurring issue should be monitored prior to closing a ticket?
What is 1 week?
This must be done any time you are performing a change or working an issue
What is TEST for resolution/functionality?
This is the correct formatting of a 3rd party support ticket placed in the "Alternate Tickets" section of a ZD ticket
What is RM-23456?
This is where the POLICIES document can be found
Where is ITG -> Training Docs -> Policies?
This must be done with your passdown prior to leaving your shift
What is pin to channel?
These must be checked when a location calls in with an issue
What are current tickets and previous tickets?
This must be done prior to exiting any remote system
What is close out of all applications/files you opened?
These are the number of times a phone follow up must be made within a day (normal and urgent)
What is a minimum of once daily (normal) and a minimum of twice daily (urgent)?
This must be done with the passdown from the shift prior to yours when you clock in
What is read and place a green check mark?
This is what a passdown SHOULD consist of
1. Specific follow up times outside your shift
2. L3 assistance needed outside your shift
3. Time sensitive tasks to be completed outside your shift
4. URGENT/SITE DOWN tickets
This is the criteria for an immediate escalation to hdadmin regarding recurring issues
What is the issue occurs 3+ times in less than 2 weeks
This must be done prior to any sort of system or large settings chagnes
What is make a local backup?
The number of times an outstanding 3rd party support ticket (for an online ticketing system, e.g. RM) must be checked for updates during your shift
What is 3 times?
The breaks allotted during a full shift
What are a 30 minute lunch break and three 10 minute breaks?