Authentication
Before proceeding with a password reset, what is the first piece of information we need to verify?
Last 4 digits of SSN / Employee ID
Does reseting a voicemail pin require going through the full account verification process?
Yes
Where can we check if a company phone is eligible for an upgrade?
Maas Portal (Specifically under "My Services")
What scenarios do we transfer to Care Delivery?
Anything that's related to KPHC / EPIC except for issues launching the app or password / signing in.
Where can we check if a user has an active office license?
Microsoft Admin Portal
If a Physician does not have PingID set up, what should we do?
Contact Advanced Support
What tools can we use to reset a Windows / SSO password? (3 total)
Active Directory Users and Computers, ARS, Self Service / Password Express.
You can order mobile devices through the MaaS Portal, what you MaaS stand for?
Mobility as a Service
What is the main tool we use to install / map printers on Kaiser computers?
PrinterLogic
How long do emails inside the inbox last in Outlook?
90 days
True or false: You can complete a password reset for UNIX if a user is not set up in PingID, as long as they can verify the last 4 of SSN or EID
TRUE
What are the requirements for a Windows / SSO password?
At least 12 characters long, cannot be any of the last 5 password & include at least one of the following: Capital letter, lower case letter, number & special character
True or false: I can connect my personal mobile device to the iKaiser Wi-Fi
FALSE
When a user mentions they cannot print to a specific printer, but other users can, what should we check?
The print queue on the user's pc, to check for any documents in an "error" state
How can we save an email for more than 90 days?
Create a folder outside of the Inbox and move the emails there. (This will save the emails for up to 4 years)
What should we do if a user's account is locked and they are not set up in PingID?
Ask them to wait for account to unlock on its own or offer to reset password and send it to the manager via the Service Desk Credential Delivery Form
What tool do we use to reset IBM Mainframe / DSBS? (KPWA)
Vanguard
What are 2 KP Supported Carrier Vendors for mobile devices?
FirstNet/AT&T, T-Mobile & Verizon
When trasnferring to Care Delivery, what information should we have ready?
User's NUID, best callback number & Brief description of the issue.
If a user only has an F3 license (No E3 license), how should the access the office pass?
Through the Office web portal (portal.office.com)
When a user's manager is not available, we can send the password to a qualified recipient. What is the first criteria we need to check to know if that user qualifies as a recipient?
They are KP Instructor / Trainer or A Manager / Supervisor with direct reports on the Org Chart
Where can we change the Cisco Jabber Password?
Network Tools Portal
Besides an Intune license, a user needs one of the following groups memberships to be able to enroll a device:
End Point_Corp_iOS, Endpoint_Corp_iOS2 or O365 MFA Approved Others
How do we know if we can deploy a specific application via AppOS?
We check the list on the "Software deployment via AppOS for Service Desk" article to confirm or deny if the program is listed.
When a user's P drive has been migrated to OneDrive, where can we find the documents that were previously hosted on the P Drive?
OneDrive> Documents> P Drive Files