Show:
GAFE
Duo
Service Desk Policies
Security
MVS
100
Why might a graduate student lose access to their GAFE account?
They are no longer employed by the university.
100
Does timesheets.umd.edu require Duo?
No
100
What's the last thing you should do at your desk before you clock out and leave?
Wipe down the cubicle.
100
Is it possible for the supervisor of a former staff member to get access to that staff member's email?
Yes, but must first be approved by security
100
What does it mean if an employee's info comes up as "terminated" in mainframe?
(One of) Their contract(s) with the university has ended.
200
How long does a student's sponsored GAFE account last for?
6 Months
200
If a customer wants to add another phone onto their Duo account, are they allowed to?
Yes
200
Who should you contact first if you have an issue with your hours.
Your assigned student lead
200
A customer not affiliated with the university calls and asks for Kevin Ward's school address to send him a gift. Can you give out the address?
No
200
How do we know if an admitted student can create their directory ID?
If the "admissions letter was mailed" field has a Yes.
300
How do you reset a GAFEmail Password?
Reset their directory password
300
A person is not in their office and able to answer their office phone when you need to call them back to confirm their identity?
Use the library barcode on the back of their ID card.
300
True or False: You should never ask for a caller's password unless it's important to solving their problem.
False, you should never ask for passwords regardless of the situation.
300
What recent feature did IT add to User Lookup that can be used for the verification process?
Library barcode (the series of numbers on the back of your UID card)
300
How do you access student information from the main menu of MVS?
Choose options 1, 1, 4
400
This is how a student gets a GAFE account generated for them.
A faculty/staff sponsors them
400
A student calls and tells you he lost his phone and is unable to log in because he can't get a DUO push. What steps should you take?
You should verify their information on MVS and call them back on the number that is listed for them on MVS to verify their ID. Once you've verified their ID, you can have their old device removed (by asking a student lead), and let them know how to set up DUO mobile from scratch.
400
This is how many no call, no shows you receive per semester.
1.
400
Where can customers forward suspected phishing emails?
spam@umd.edu
400
What's the minimum and maximum number of characters used for the MVS password?
8 for both
500
What should you do if a customer wants to get into their suspended GAFE account to retrieve some emails?
Verify their identity then ask a student lead to unsuspend the GAFE account temporarily so the customer can log in.
500
This is the max number of Bypass codes that a user can generate for themselves.
10
500
If your shift starts at 8am and ends at 12pm, what time should you be logged in to the phone queue?
8am
500
Someone calls saying they have a gun in the bathroom and are going to kill people in the Atlantic Building, what do you do?
Alert a supervisor so they can call the police while you keep the person on the phone.
500
You cannot find any information on a professor using the "CP-ONE" option in MVS. Why?
Faculty and staff info is found in "USERINFO"