Active Directory
This action is taken when a user forgets their login credentials and needs new ones to access their account.
What is a password reset?
This file stores a copy of your mailbox data for offline access and may need to be rebuilt if Outlook misbehaves.
What is an OST file?
If this happens to a laptop, it must be reported urgently. Support confirms identity, gathers device info, logs actions, checks for police reports, and sends notifications per policy.
What is the Lost or Stolen Device Procedure?
An analyst in ServiceNow creates this to track a troubleshooting workflow, document a call, escalate an issue, or communicate with the user or another team.
What is a ticket?
This is the remote support tool used to connect to user machines securely.
What is BeyondTrust?
This is the process of restoring a user’s access when they know their password but have been locked out due to too many incorrect login attempts.
What is unlocking an account?
This troubleshooting step creates a fresh mail profile, often resolving sync and crashing issues in Outlook.
What is creating a new Outlook profile?
This process involves confirming HR’s request to disable user accounts, devices, and services with urgency and accuracy after an employee departs.
What is E-Term (employee termination)?
This platform is used for creating, tracking, and resolving IT issues across departments.
What is ServiceNow?
This type of software allows support agents to access and control user machines remotely.
What is remote support software?
To meet this requirement, a password must be 16 or more characters, not include personal info, not repeat characters, and must not be similar to previous passwords.
What are password requirements?
This web-based version of Outlook allows users to access email from any browser without the full desktop app.
What is OWA (Outlook Web Access)?
This login method grants access to apps like My Learning and LinkedIn Learning through one sign-in, using tokens stored in the browser.
What is SSO (Single Sign-On)?
This tracked item in ServiceNow helps identify what system or hardware the issue is related to.
What is a configuration item (CI)?
This feature in BeyondTrust allows the technician and user to see and control the same screen.
What is screen sharing?
This type of object in Active Directory allows IT teams to assign permissions and access to groups of users.
What is an AD group?
This type of mailbox is not tied to one user and is often used by teams to manage shared communications.
What is a shared mailbox?
These messages are reviewed and released by IT through Mimecast if flagged or held before reaching the user’s inbox.
What is releasing held emails in Mimecast?
This section in a ticket is used by support teams to document actions taken without notifying the user.
What is a work note?
This file sharing method in BeyondTrust allows secure transfer of documents between technician and user.
What is file transfer?
Before resetting a password, support must ask for these two pieces of information to confirm identity.
What is the employee ID and manager name?
This email list allows multiple recipients to receive the same message without sending it individually.
What is a distribution list?
If you're locked out due to encryption, you may need this unique key to unlock and access your system again.
What is BitLocker recovery?
These fields provide a quick title and a detailed explanation of the issue being reported.
What are the short description and description?
Clicking this option lets IT request elevated permissions, which must be approved by the end user.
What is Elevate in BeyondTrust?