Help Desk Standard Procedures

10 Questions | Total Attempts: 549

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Help Desk Quizzes & Trivia

This Quiz will test your knowledge of several day to day requests that are received by Help Desk, and are outlined in Support One and SDE.


Questions and Answers
  • 1. 
    A user calls at 10:00am from an internal number and indicates that they have returned from an LOA and cannot log in to Novell\GroupWise\EPR. Client Record confirms that they are presently on an LOA. What do you do?
    • A. 

      Tell the user that they need to have their Manager or Coordinator send an email to Help Desk asking that the accounts be re-enabled. Forward the ticket to the Help Desk Queue.

    • B. 

      Have the accounts re-enabled for 24 hours and tell the user that their Manager or Coordinator needs to send an email to Help Desk to confirm the user is back. Forward the ticket to the Help Desk Queue.

    • C. 

      Have the accounts re-enabled for 24 hours, ask the user for the name of their Manager or Coordinator. Send Manager or Coordinator the "Return from LOA Approval" script. Forward the ticket to the Help Desk Queue.

    • D. 

      Tell the user that they need to contact Human Resources to change their status from LOA to Client. Forward the ticket to the Help Desk Queue.

  • 2. 
    An LHSC user calls Help Desk to request access to a shared folder on the SJHC G Drive. The user knows the full path to the folder that they need. What do you do?
    • A. 

      Create a ticket, give the ticket number to the user and instruct them to have the folder owner send an email to Help Desk approving the request.

    • B. 

      Create a ticket, enter the path to the folder and give the ticket number to the user. Forward the ticket to the Network Administrators Queue with the subject "Request for Group Management".

    • C. 

      Create a ticket, give the ticket number to the user and instruct them to have their Manager or Coordinator send an email to Help Desk approving the request.

    • D. 

      Inform the user that LHSC users do not receive access to the SJHC G Drive.

  • 3. 
    A user calls Help Desk to request that Microsoft Project be installed on their PC. What do you do?
    • A. 

      Create a ticket with the Subject "Moves\Adds\Changes". Send the user the "TD - Software request with HMMS info" script. Forward the ticket to the Planning Queue.

    • B. 

      Create a ticket with the Subject "MS Project". Give the user the ticket number and tell them to have their Manager or Coordinator send an email to Help Desk approving the request.

    • C. 

      Create a ticket with the Subject "Request for Group Management" and send it to the Network Administrators Queue.

  • 4. 
    A user calls at 2:00pm from home and indicates that they are on an LOA and cannot log in to GroupWise.  SDE confirma LOA Status. What do you do?
    • A. 

      Have the account re-enabled for 24 hours and tell the user that their Manager or Coordinator needs to send an email to Help Desk to confirm the user is back. Forward the ticket to the Help Desk Queue.

    • B. 

      Have the account re-enabled for 24 hours, ask the user for the name of their Manager or Coordinator. Send Manager or Coordinator the "Return from LOA Approval" script. Forward the ticket to the Help Desk Queue.

    • C. 

      Tell the user that they need to have their Manager or Coordinator send an email to Help Desk asking that the account be re-enabled. Close the ticket.

    • D. 

      Tell the user our Privacy and Security policies do not allow users to have access while they are on an LOA. Close the ticket.

  • 5. 
    A hospital employee calls Help Desk to inform us that their name has changed, and they want all of their accounts to reflect the new name. You look them up in SDE and see that they are still listed by their old name. What do you do?
    • A. 

      Create a ticket, enter their new name in the Description and forward it to the Network Administrators Queue for completion. Inform the user that prior to the change they will still be able to log in with the old account names.

    • B. 

      Tell the user that they or their Leader needs to contact Human Resources to inform them of the name change. Give the user the ticket number and forward the ticket to the Help Desk Queue.

    • C. 

      Tell the user that they or their Leader needs to contact Human Resources to inform them of the name change, and that a Network Administrator will contact them to schedule the change once HR notifies us. Close the ticket.

  • 6. 
    A user calls Help Desk and indicates that they are not able to log into AEMS\PSRS. You confirm in the applications management utility that they do not have an account. What do you do?
    • A. 

      Tell the user that they need to have their Manager or Coordinator send an email to Help Desk requesting and AEMS\PSRS Account.

    • B. 

      Create a ticket under the users name with the Subject "Adverse Event Management". In the Description indicate that the user does not have an AMES\PSRS account. Forward ticket to the Network Administrators Queue for completion.

    • C. 

      Tell the user that they need to have their Manager or Coordinator submit an On-Line Access Request form requesting access. Close the ticket.

    • D. 

      Create a ticket under the users name with the Subject "Adverse Event Management". In the Description indicate that the user does not have an AMES\PSRS account. Forward ticket to the Workload Measurement Queue for completion.

  • 7. 
    When a user calls to have their Workbrain password reset, you need to transfer them to Workload Measurement at x52522.
    • A. 

      True

    • B. 

      False

  • 8. 
    When a Cerner Associate calls for Front/Back End access to EPR, we can grant the access as long as they provide us with an SDE ticket number, regardless if the call is open or closed.
    • A. 

      True

    • B. 

      False

  • 9. 
    You receive a call from a Physician or Resident who whats to have a Novell Login created. Your research shows that the caller has a GWND (GroupWise Novell Disabled) Account. You direct the caller to contact his Manager or Coordinator to make the request.
    • A. 

      True

    • B. 

      False

  • 10. 
    A user calls Help Desk because they cannot log into EPR. They are a newly hired Nurse, and your research indicates that a Novell and GroupWise account was requested and set up for them. The account request did not include a request for EPR. What do you do?
    • A. 

      Create the ticket and forward it to the Linx Security Queue, as this must be a mistake since all nursing staff require this access.

    • B. 

      Instruct the caller send an email to Help Desk including the unit that they work in that they need EPR access, and have another RN in the unit log in for then in the interim.

    • C. 

      Instruct the user to contact their Leader to discuss their needs.

    • D. 

      Create the ticket and forward it to the Network Administrators Queue with the Subjct "Request for Account Administration".