Builds
What do you use to track the progress of the build?
Build Sheet
How many times do we follow up on a case before we close it?
Three Times
Customer shows up on the 4th floor asking for assistance, what do you do next?
Bring them down to the 2nd floor desk and assist them there
What are the three different types of appointments?
Remote, 2nd floor, On Location
What is used to help students find out what customers are looking for?
Directory
Where can the customers install software on mac and windows?
Self Service and Company Portal
What step do you need to take so you do not double dip on a case?
Put the case number in Teams
If a customer is being rude or disrespectful towards you, what is the next step?
Put the customer on hold and inform full time staff/manager
What program is used for remote appointments?
UMassD Remote Support/Bomgar
During the semester where are the two phones located?
LIB 450 and 2nd floor desk in library
What type of Mac needs to be DFU’d?
Apple Silicon
What do you do after responding to the customer in the case?
Move the case to Waiting on Customer
When a computer is stuck on BitLocker recovery mode, what do you do next?
Ask a full time tech for the recovery key
What is the name of the site people use to create their appointments?
Bookings
When on the phone with someone what is the process to transfer the phone call?
Hit the transfer button, put in the extension, then press release
What do you do when you have messed up the computer name?
Removed from the AD
What case status puts cases in limbo/forgotten?
Waiting on Third Party
If the printer is not showing up for cloud printing, what is the next step?
Add printer by IP if all else fails
Where are the Appointment links located for student use?
Basic Case Responses in IT Service Center Teams Files
At the end of the day what do you do with the phone?
Put the primary phone on night mode and unplug receiver
If a windows laptop is not enrolled in Intune what do you do?
Get the Hardware ID/Hash, Serial Number
What filters should you use for the Service Center Queue?
Status is not closed, Case Owner is CITS Service Center
If customers are not added to privileges on a mac, what should you do?
Get Laps password from JAMF
If you need to get a file to a customer remotely, how do you do that?
Bomgar File Transfer
At the start of the day what do you do with the phone?
Plug in receiver and turn off night on primary phone