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Service Desk Training

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Service Desk Training

Service Desk Training

Question 1 of 12

1

What is the name of the system that is used to grant user's access to our applications and the domain?

Select one of the following:

  • Active Directory

  • Microsoft Exchange

  • PeopleSoft

  • SecureCRT

Explanation

Question 2 of 12

1

What system is used to identify the Employee Status, Job Code, Network ID and Job Status?

Select one of the following:

  • Active Directory

  • Microsoft Exchange

  • PeopleSoft

  • SecureCRT

Explanation

Question 3 of 12

1

WorkForce Management is the Web Console view in which Managers and Administrative Assistants manage Time Cards.

Select one of the following:

  • True
  • False

Explanation

Question 4 of 12

1

What does the following stand for?
00042D011

Select one of the following:

  • Manager Workstation #1 at Store 42

  • Manager Workstation #11 at Store 42

  • Register #1 at Store 42

  • Register #11 at Store 42

Explanation

Question 5 of 12

1

If a user is locked out of their account, which of the following will ALWAYS happen?

Select one of the following:

  • Lync will prompt for a password (if they are a corporate user)

  • Outlook will prompt for a password (if it is open)

  • User will be unable to login using their Network ID

  • All of the above

Explanation

Question 6 of 12

1

Remedy 8.1 is a Web-Based Application

Select one of the following:

  • True
  • False

Explanation

Question 7 of 12

1

Which of the following are PDT Models? (Check all that apply)

Select one or more of the following:

  • MC3090

  • MC40

  • MC75

  • QL420

Explanation

Question 8 of 12

1

If a register is offline, it is safe to assume that the network cord is bad

Select one of the following:

  • True
  • False

Explanation

Question 9 of 12

1

If you are unsure of how to solve something, what actions would you take BEFORE reaching out to Tier 2?

Select one of the following:

  • Search the OneNote/Templates

  • Search Ticket History

  • Group-Lync Tier 1

  • All of the Above

Explanation

Question 10 of 12

1

It is okay to directly assign low priority tickets to other departments without consulting Tier 2?

Select one of the following:

  • True
  • False

Explanation

Question 11 of 12

1

When resetting a corporate user's password while they are off-site, what is the most important thing you MUST do in order for the password to work?

Select one of the following:

  • Uncheck the "Change Password on Next Sign-In Box" in Active Directory

  • Have the user log off of their PC and get to the blue Control - ALT - Delete Screen

  • Have the user get to the MyHR Login screen

Explanation

Question 12 of 12

1

Which passwords can be reset by the IT Service Desk? (Check all that apply)

Select one or more of the following:

  • PMMS Passwords

  • Active Directory Passwords (AKA DKS# Passwords)

  • SFS Passwords (Ship From Store)

  • Register Passwords

Explanation

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