OIT Overview Quiz: Session 1

30 Questions | Total Attempts: 72

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OIT Overview Quiz: Session 1

Overview of information provided to new employees


Questions and Answers
  • 1. 
    Exceeding 40 hours working for UT in a week without prior permission, even if it’s only a few minutes, requires immediate termination.
    • A. 

      True

    • B. 

      False

  • 2. 
    Missing shifts or being consistently late is cause for immediate termination for an employee who has worked more than one semester.
    • A. 

      True

    • B. 

      False

  • 3. 
    Inaccurate timesheets or entering a lab that is supposed to be closed can lead to:
    • A. 

      Immediate termination

    • B. 

      Warnings and a work plan to improve

    • C. 

      It depends on if you are in your probationary semester or not

  • 4. 
    Employees who are in their first semester are on probation and can be terminated at any time.
    • A. 

      True

    • B. 

      False

  • 5. 
    When a student asks me for help printing their health form I should:
    • A. 

      Make every effort to avoid reading details and make sure they take all copies with them.

    • B. 

      Read details so I can tell my friends the funny parts later.

    • C. 

      Avoid reading details, but if I happen to see any, I can tell others some of the details aslong as I don’t use names.

    • D. 

      Don’t worry if the person leaves copies of the document in the recycle bin, they obviously don’t care who sees it.

  • 6. 
    You have been asked to collect papers that are not printing correctly from a certain printer. The roller is printing a line that we need to figure out what the problem is. If a student’s private document (health, taxes, personal thoughts) doesn’t print properly on a problem printer you should:
    • A. 

      Give them the Volprint credit, but keep the document to hand in so we can see what the problem is.

    • B. 

      Give them the Volprint credit, but do not keep the paper.

    • C. 

      Don’t give them a credit, this is a known problem and is not something we can give credit for.

  • 7. 
    What's the first thing you do when someone approaches the SA desk?
    • A. 

      Acknowledge the customer first with a "Hi, can I help you?"

    • B. 

      Patiently wait until the customer addresses you.

    • C. 

      Ignore them until they ask a question you know the answer to.

    • D. 

      Immediately refer them to the Help Desk.

  • 8. 
    When working in customer service, it is important to use:
    • A. 

      Positive language

    • B. 

      Negative language

    • C. 

      Neutral language

  • 9. 
    When should you NOT refer someone to the Help Desk?
    • A. 

      The Help Desk is closed, they want to set up their wireless laptop and you are not sure how to do it (Referring them for next day business hours).

    • B. 

      Someone doesn’t know how to use a particular program in the computer lab.

    • C. 

      They need to re‐set their password.

    • D. 

      They can’t connect to T‐storage.

  • 10. 
    It is okay to eat your lunch in the lab as long as you throw away the food containers outside the area.
    • A. 

      True

    • B. 

      False

  • 11. 
    Drinks with lids and snacks are allowed in the labs.
    • A. 

      True

    • B. 

      False

  • 12. 
    If you're working in a lab and the Lab phone rings just after a student has asked for your help in the lab what should you do?
    • A. 

      Hold up your hand and answer the phone.

    • B. 

      Acknowledge the user and ask them to wait while you answer the phone.

    • C. 

      Help student and get back to the phone afterward.

  • 13. 
    If the phone is ringing and someone is approaching the SA desk, hold up your hand and answer the phone quickly before they get to the desk.
    • A. 

      True

    • B. 

      False

  • 14. 
    If a phone call was missed while fulfilling SA duties, recall the missed number and return the call when the lab has calmed down.
    • A. 

      True

    • B. 

      False

  • 15. 
    When a user asks you for help and you are studying, you should:
    • A. 

      Ask the user to wait two seconds while you finish your thought.

    • B. 

      Get up immediately and help the user.

    • C. 

      Ask your co‐worker who is just goofing off for them to go help.

    • D. 

      Send them to the Help Desk.

  • 16. 
    Studying on the job is allowed.
    • A. 

      True

    • B. 

      False

  • 17. 
    A user asks an SA for help. That SA is studying. The SA’s partner is just goofing off. What should happen?
    • A. 

      The SA should ask the one who is not studying to go help the user.

    • B. 

      The SA who was approached by the user should go help them.

    • C. 

      The SA who is studying should call the office and complain that the other SA did not volunteer to go instead.

  • 18. 
    If a user or an off‐duty SA is using one of the SA computers, you should:
    • A. 

      Ask them to move to another computer, politely.

    • B. 

      Move to another computer and not disturb them.

    • C. 

      Check out a laptop and sit at the desk so you are in the correct spot.

  • 19. 
    Your friends are allowed at the desk as long as you are obviously studying and not making noise.
    • A. 

      True

    • B. 

      False

  • 20. 
    Off-duty SAs may use the desk when they want to study.
    • A. 

      True

    • B. 

      False

  • 21. 
    If you bring your laptop with you, you should still log onto the SA computer.
    • A. 

      True

    • B. 

      False

  • 22. 
    It is okay to wear one ear bud at the SA desk, as long as you immediately greet anyone approaching the desk.
    • A. 

      True

    • B. 

      False

  • 23. 
    It is okay to use a headphone/microphone combination at the SA desk if you are using it for studying.
    • A. 

      True

    • B. 

      False

  • 24. 
    An SA who is studying can:
    • A. 

      Ask the person they are working with to do all walk‐throughs.

    • B. 

      Ask the person they are working with to handle any user who asks a question.

    • C. 

      Ask the person they are working with to handle putting paper in all the printers.

    • D. 

      None of the above.

  • 25. 
    How long are hourly, SA non‐meal breaks? Are they mandatory?
    • A. 

      Five minutes once per hour, and can not be combined. Not mandatory

    • B. 

      Five minutes for each hour, so you can take a 20 minute break for a four‐hour shift.

    • C. 

      Breaks are 30 minutes and unpaid when scheduled more than five hours in a row.

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