Help Desk Training Quiz
To assess the knowledge of newly hired and trained analyst
Questions and Answers
- 1.
You get a call from user who is having an Outlook incident, but no one else is having this incident. You log the incident and escalate to which group?
- A.
DC-Oakland
- B.
Exchange
- C.
Outlook Support
- D.
PC Support
Correct Answer
D. PC SupportExplanation
If the user is experiencing an Outlook incident and no one else is having the same issue, it suggests that the problem might be specific to the user's PC rather than a widespread issue with Outlook or Exchange. Therefore, it would be appropriate to escalate the incident to the PC Support group, as they specialize in troubleshooting and resolving issues related to individual computers.Rate this question:
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- 2.
Someone calls you and asks how he/she gets a shared drive created. What do you advise?
Correct Answer
Advise user to go to itrequest.upmc.edu - 3.
I get a call from a Physician Services user. User cannot open personal folders in Outlook. You can transfer the call to 7-EPIC. True or False
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
You can transfer any EPIC or hardware issue to the Physician Services Help Desk 412-647-EPIC.Rate this question:
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- 4.
You get a call from a user who needs a Cerner account. You look in IMS to find user does not have an account. You recommend user get an account by applying for one in IMS. User responds "I don't have time for this sh&*. I need this done NOW!" How and what do you respond?
- 5.
What are the 3 most crucial pieces of information to be attained for a hardware call?
- A.
Size of Hardware, Location, DHCP or static ip address
- B.
Vendor Packaging, Outlet Indentifier, Port id
- C.
Serial Number, Ip address, Make and Model
Correct Answer
C. Serial Number, Ip address, Make and ModelExplanation
The three most crucial pieces of information to be attained for a hardware call are the serial number, IP address, and make and model. The serial number is important for identifying the specific hardware device, while the IP address helps in troubleshooting network connectivity issues. The make and model provide essential information about the hardware's specifications and compatibility with other devices or systems.Rate this question:
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- 6.
User calls and says she was told to call in and get an activation code for Connect. What do you do?
Correct Answer
Verify user has connect account. Then ask user for last 4 ssn, or driver license or Visa and go to User Validate and enter this info and select Reset Connect Registration and you will find the activation code.Explanation
The suggested explanation is a step-by-step process to follow when a user calls in to get an activation code for Connect. It involves verifying if the user has a Connect account, then asking for specific personal information such as the last 4 digits of their SSN, driver's license, or Visa. After that, the user needs to go to User Validate and enter the provided information, select Reset Connect Registration, and the activation code should be found.Rate this question:
- 7.
User calls and requests that a hole be drilled in the desk so that a cable can be easily strung through for a PC. What would you advise?
Correct Answer
Have user call Maintenance.Explanation
The correct answer is to have the user call Maintenance. Maintenance is responsible for handling requests related to repairs and modifications in the office space. They have the expertise and tools to safely drill a hole in the desk and ensure that the cable can be easily strung through without causing any damage. It is best to involve the appropriate department to handle such tasks rather than attempting it oneself, which could lead to potential risks or damage.Rate this question:
- 8.
User is calling to request an incrrease in m drive quota. What would you advise?
- A.
Advise user to call his/her manager.
- B.
Let them know that the quota allocated is sufficient.
- C.
Advise user to go to Infonet web site and submit a Quota Request form
- D.
Suggest that user save files to c drive.
Correct Answer
C. Advise user to go to Infonet web site and submit a Quota Request formExplanation
The correct answer is to advise the user to go to the Infonet website and submit a Quota Request form. This is the appropriate course of action as it allows the user to officially request an increase in their M drive quota. Calling the manager may not be necessary as the user can directly submit the request form. Informing the user that the allocated quota is sufficient would not address their request for an increase. Saving files to the C drive is not a solution to the issue of needing more storage space in the M drive.Rate this question:
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- 9.
Someone wants to change their address information in the Employee Directory. You would advise which of the following:
- A.
Advise user to go to IMS and submit changes via IMS.
- B.
Advise user to change the properties in Employee Directory.
- C.
Let user know that these changes are not permitted.
- D.
Tell user to post mail changes to HR
Correct Answer
A. Advise user to go to IMS and submit changes via IMS.Explanation
The correct answer is to advise the user to go to IMS and submit changes via IMS. This is because IMS (Information Management System) is likely the designated platform or system for managing employee information and making updates to the Employee Directory. By directing the user to go to IMS and submit changes, it ensures that the correct process is followed and the changes can be properly recorded and implemented.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Oct 13, 2011Quiz Created by
Quizgirl8
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