November Helpdesk Assessment

19 Questions | Total Attempts: 43

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Skill Assessment Quizzes & Trivia

This is a timed quiz. Please note that you have 45 minutes to complete this quiz. The types of questions you will encounter in this assessment are fill-in-the-blanks type and multiple choice questions. Please open the Support Portal now. Then you may proceed. Thanks! -Process Analyst and Training Coordinator


Questions and Answers
  • 1. 
    Please type your name on the blank provided. Thanks!
  • 2. 
    How do you classify the problem type for a citrix session reset?
  • 3. 
    For Symphony EMA account requests for MEA Rep Employees, who do you seek approval from if the plugin requested is Sales Wizard?
    • A. 

      John Drewer

    • B. 

      Baz Rana

    • C. 

      Jesse Delos Santos

    • D. 

      Komal Damania

  • 4. 
    Where can you find the most updated copy of the Symphony EMA request form?
    • A. 

      Portal Global Appendices – Documents Section

    • B. 

      European Intranet

    • C. 

      Search most recent ticket logged for Symphony EMA account request

  • 5. 
    In bTrax, what is the client box name for RTR Goteberg site?
    • A. 

      Client BX3

    • B. 

      Client BX4

    • C. 

      Client BX5

    • D. 

      Client BX6

  • 6. 
    Who is the bTrax site contact for Bologna?
    • A. 

      Eric Jacquet

    • B. 

      Roberto Maurizzi

    • C. 

      Kaj Johnson

    • D. 

      Rafal Kociszewski

  • 7. 
    Where do you assign requests for JDE Admin Code?
    • A. 

      EPEU_____JDE_DIS

    • B. 

      EPEU_____JDE_FIN

    • C. 

      EPEU_____JDE_ADD

    • D. 

      Emerson IS Accounts

  • 8. 
    ERS user Randy Allen is requesting for a Moto Q Global mobile phone device. Which of the following should you follow:
    • A. 

      Log a ticket and send the Order Form to accomplish

    • B. 

      Log a ticket and direct the user to complete the Data Device Request form at http://assetweb.com/aoeform.htm

    • C. 

      Log a ticket and route immediately to EPAM_ERS_COL_DSS_AO

    • D. 

      Log a ticket and route immediately to EPAM_AOS_______Mbl_dev

  • 9. 
    You have received a request for a new Oracle Betsy D1 account. The initial process is:
    • A. 

      Request approval from the user’s manager

    • B. 

      Request approval from Colin Jowett

    • C. 

      Seek approval for all requested responsibilities

    • D. 

      Route the ticket to Emerson IS Accounts to create the Betsy D1 account

  • 10. 
    How do you process a request for eRepps web access (WWSCO)?
    • A. 

      Initially obtain approval from either Jelle Struijk, Casper Claes or Erwin van den Houten

    • B. 

      Immediately route the ticket to Emerson IS Accounts to setup the access

    • C. 

      Log a ticket and route to EPEU_______ErpsSup

    • D. 

      Add membership to GBEDC-Supply Chain Barcode Users

  • 11. 
    Who is the new GateKeeper Approver for Trax?
  • 12. 
    Elena Suarez called the helpdesk and requests for a JDE password reset (MLES3026). Upon checking Infra, Elena Suarez is not registered. Based from our procedures, how would you proceed?
    • A. 

      Advise Elena that we cannot provide support at this time and that we need to contact Henry KK-Tan to request approval before we can register her in Infra

    • B. 

      Advise Elena to contact their IT Manager to seek approval from either Henry-KK Tan or Mohchye Lee and forward written authorization to the helpdesk before we can register her in Infra

    • C. 

      Register Elena in Infra specifying EU as the Cost Center and assist her on her request

    • D. 

      Register Elena in Infra specifying AP as the Cost Center and assist her on her request

  • 13. 
    Lynn Cull requests to change her default printer to LEICESTHQ as she has transferred to another site. Where should you route the ticket?
    • A. 

      EPEU_____JDE_DIS

    • B. 

      Emerson IS Accounts

    • C. 

      EPEU_____A400Sup

    • D. 

      EPM EDC Support

  • 14. 
    A Valves Fisher First user is being prompted with a message ‘Error: 2147221503 - Getname is invalid’  while working on a quote. After performing a Citrix Session reset, user is still encountering the same message. Where should you route the call?
    • A. 

      EPGL_FF_VLV_INFRA

    • B. 

      EPGL_FF_VLV_Sdsk

    • C. 

      EPGL_FF_VLV_Acct

    • D. 

      Emerson IS Accounts

  • 15. 
    User from MHM contacted the helpdesk and reported an issue with his computer receiving a pop-up message ‘System has recovered from a serious error’. What should you do?Fill in the blanks: Ask user to contact the MHM Helpdesk through...
  • 16. 
    Amanda Butler from ERS is working on an Excel file when suddenly the document froze up on her. What is the most logical thing to do?
    • A. 

      Ask the user if she is working on a Citrix environment

    • B. 

      Perform basic troubleshooting

    • C. 

      Route the call to EPAM_ERS_COL_DSS_AO

    • D. 

      Escalate to your respective 2nd level agent

  • 17. 
    In the Citrix Management Console interface, where can you find the server name of a Valves Fisher First Session?
  • 18. 
    Where would you route a leaver request to delete/disable the Network/Email account of a Leicester user?
    • A. 

      Emerson IS Accounts

    • B. 

      EPEU_____UK_Acct

    • C. 

      EPEU_____UK_DSS

    • D. 

      EPEU_____LEI_DSS

  • 19. 
    Bonus question:For every resolved Valves Fisher First ticket, what action should be performed before you route the ticket to Valves team?