OIT Overview Quiz: Session 1

Off-duty SAs may not use the desk when they want to study.

Bringing your laptop with you does not exempt you from logging onto the SA computer. This implies that even if you have your own device, you are still required to log onto the SA computer. Therefore, the statement is true.

The correct answer is All labs INCLUDING Commons (When Commons is open 24 hours, fill out Opening at 9a.m. and Closing at 10a.m.). This means that the Opening and Closing Checklists need to be filled out for all labs, including Commons, but when Commons is open 24 hours, the Opening time should be recorded as 9a.m. and the Closing time as 10a.m. This exception is made because Commons is open 24 hours a day.

Exceeding the maximum allowed working hours of 40 in a week without prior permission is considered a violation of the rules set by UT. This violation is serious enough to warrant immediate termination, regardless of whether the excess time is only a few minutes.

In many organizations, employees who are in their first semester or probationary period are considered to be on probation. During this time, their performance and suitability for the job are closely monitored. If their performance is unsatisfactory or they fail to meet the expectations of the organization, they can be terminated without any notice. Therefore, it is true that employees in their first semester can be terminated at any time.

Five minute breaks cannot be combined to make long breaks. Long breaks typically require a longer duration, such as 15 minutes or longer, whereas five minute breaks are much shorter. Therefore, it is not possible to combine multiple five minute breaks to create a long break.

The correct answer is to make every effort to avoid reading details and make sure they take all copies with them. This answer prioritizes the student's privacy and ensures that their personal information remains confidential. It also emphasizes the importance of helping the student complete the task at hand by making sure they have all the necessary copies.

The correct answer is False because the statement suggests that when the phone is ringing and someone is approaching the SA desk, one should hold up their hand and answer the phone quickly before the person reaches the desk. However, this goes against good customer service practices as it is important to prioritize and acknowledge the person approaching the desk before attending to the phone call.

When a user asks for help, it is important to prioritize their needs and provide assistance promptly. Getting up immediately to help the user shows a proactive and customer-oriented approach, ensuring that their issue is addressed in a timely manner. This demonstrates good customer service and a willingness to assist others, even if it interrupts your current task or study.

In this scenario, the correct answer is to ask the user or off-duty SA to move to another computer politely. This is the appropriate action to take as it ensures that the SA computers are used by authorized personnel only. By politely asking the user to switch to another computer, it maintains the security and integrity of the system while also maintaining a respectful and professional environment.

The statement implies that as long as you are studying and not making noise, your friends are allowed at the desk. However, the correct answer is False, which means that your friends are not allowed at the desk even if you are studying and not making noise.

Wearing one earbud at the SA desk is considered acceptable as long as the person immediately greets anyone approaching the desk. This implies that the individual is still able to maintain awareness of their surroundings and provide prompt assistance to customers. By greeting anyone approaching, the SA can ensure that they are attentive and ready to assist, even if they have one earbud in.

The statement implies that Lab Services has social media pages for networking purposes before and after graduation. This suggests that students or individuals can join these pages to connect with others and build professional relationships. Therefore, the correct answer is true.

In this scenario, the most appropriate action would be to go to the Commons to get paper and then fill up the tray yourself. This ensures that the release station printer on the 5th floor is not left without paper, allowing it to continue functioning properly. Leaving the job for another SA to notice may result in further delays or inconvenience for library users. Informing a circulation person about the issue may not be as effective as taking immediate action to resolve it.

When someone approaches the SA desk, the first thing to do is to acknowledge the customer by greeting them with a "Hi, can I help you?". This shows a proactive and welcoming attitude towards the customer, making them feel valued and attended to. It sets a positive tone for the interaction and opens the opportunity for the customer to express their needs or concerns. This approach demonstrates good customer service skills and a willingness to assist.

Based on the given scenario, the correct answer suggests that the person should go and check the reference to ensure that there are no issues. This is because the reference area gets busy around noon and nobody has gone down to check the lab. Therefore, it is important to proactively investigate and address any potential problems or concerns in the reference area.

The statement states that drinks with lids and snacks are allowed in the labs. This means that individuals are permitted to bring beverages with secure lids and snacks into the lab environment.

This statement suggests that if a phone call is missed while fulfilling SA duties, the appropriate action is to recall the missed number and return the call when the lab has calmed down. This implies that it is important to prioritize SA duties and ensure that all missed calls are followed up on.

The correct answer is that the SA who was approached by the user should go help them. This is because the user specifically asked for help from the SA, and it is their responsibility to assist the user. The fact that the SA's partner is goofing off is irrelevant to the situation at hand. It is important for the SA to prioritize their duties and provide assistance to the user in need.

The correct answer is "No more than 40 hours." This means that during semester breaks, the person is allowed to work, but they should not exceed 40 hours of work. This suggests that there may be some restrictions or regulations in place regarding the maximum amount of work allowed during breaks.

The SA who is studying cannot ask the person they are working with to do all walk-throughs, handle any user who asks a question, or handle putting paper in all the printers. The SA is responsible for studying and learning, not delegating their tasks to someone else. Therefore, the correct answer is "None of the above."

When working in customer service, it is important to use positive language because it helps create a positive and friendly atmosphere, which can enhance the customer's experience. Positive language includes using words and phrases that are upbeat, reassuring, and solution-oriented. It helps to build trust and rapport with customers, as well as to convey empathy and understanding. By using positive language, customer service representatives can effectively communicate with customers, address their concerns, and find appropriate solutions, ultimately leading to customer satisfaction and loyalty.

Using a headphone/microphone combination at the SA desk for studying is not okay.

The correct answer is "All of the above" because the SA webpage includes links to all the options mentioned in the question. It includes links to Unanet Timesheets, Availability sheets, Public oit.utk.edu/labs page, Subs, and Volprint Credit Requests.

Entering inaccurate timesheets or entering a lab that is supposed to be closed can have serious consequences, such as immediate termination. This suggests that the company or organization takes these actions very seriously and considers them as major violations of their policies or rules. Immediate termination implies that the company does not tolerate such behavior and views it as a severe breach of trust or misconduct, warranting immediate removal from the job.

By contacting the user when an identifiable item is found in the lab, it ensures that the responsibility for keeping the item safe is shared between OIT and the user. If the item is not immediately retrieved by the user and is instead taken or damaged by someone else, OIT would be held responsible. However, it is important to note that contacting users is not part of the SA job, suggesting that there may be other protocols or procedures in place for handling such situations.

The correct answer is "At least every 30 minutes for all printers and computers, regardless of location." This answer implies that the printers in Commons are checked regularly, regardless of the frequency of checking other labs or the end of the shift. It emphasizes the importance of checking all printers and computers every 30 minutes, ensuring their proper functioning and addressing any issues promptly.

The statement states that SAs are responsible for cleaning up the lab and straightening up the area, which includes cleaning monitors and computers using cleaning supplies. This implies that the answer is True, as it confirms that SAs are indeed responsible for cleaning the lab and using cleaning supplies on monitors and computers.

Studying on the job is allowed means that employees are permitted to engage in learning activities while they are working. This could involve reading educational materials, attending training sessions, or participating in online courses to enhance their skills and knowledge. Allowing studying on the job can be beneficial for both the employees and the organization as it promotes continuous learning and professional development.

If the person is going to be late, they should call the office at 974-8334. This is the most direct and immediate way to inform the office about the delay. Emailing the scheduler may not be as effective as it may take some time for them to see the email. Calling the lab may also be important, but it is not mentioned whether the lab is directly related to the reason for being late. Therefore, the best course of action would be to call the office directly.

The correct answer is 5 guaranteed shifts per semester, Spring, Summer, Fall, for a total of 15. This is because the question states that there are 5 guaranteed shifts per semester, and there are three semesters in a year (Spring, Summer, Fall). Therefore, multiplying 5 shifts per semester by 3 semesters gives us a total of 15 guaranteed shifts.

The correct answer is to take no more than the number of hours I could work in the first go-round. This means that when the break schedule is released, I should only sign up for shifts that I am able to work within my available hours. Taking more shifts than I can handle may lead to double bookings and scheduling conflicts. By limiting myself to the number of hours I can work initially, I can ensure that I have a manageable schedule without overcommitting myself.

Timesheets need to be turned in no later than Sunday at midnight, but it is recommended to turn them in before the end of business on Fridays to ensure they are submitted on time.

If you have taken a sub for two back to back shifts that put you at working more than 5 hours (but less than 8 hours), you should let the scheduler know if you would like to take a break or not, and at what time. This indicates that you have the option to take a break if needed, but it is not mandatory. By informing the scheduler, they can make necessary arrangements or adjustments to accommodate your break request. It is important to communicate your preference to ensure a smooth workflow and address any potential fatigue or exhaustion during the extended working hours.

Using a headphone/microphone combination at the SA desk for studying is not okay. This implies that it is not allowed or acceptable to use such a device for studying purposes.

In this scenario, it is important to prioritize the immediate needs of the student who asked for help in the lab. By helping the student first, you are ensuring their safety and addressing their concerns promptly. Once you have assisted the student, you can then attend to the phone call afterward. This approach demonstrates good customer service and prioritization of tasks.

The correct answer is to contact the office immediately so they can bring the item to the police. This is the best course of action because it ensures that the item is safely returned to its owner and that any necessary legal or security measures can be taken. Contacting the user directly may not be the most secure option, as they may not be readily available or may not be the rightful owner of the item. Leaving the item in the SA drawer also poses a risk of it being lost or stolen. Therefore, involving the office and the police is the most responsible and effective solution.

The correct answer is to give them the Volprint credit, but do not keep the paper. This is because the question states that the roller is printing a line, indicating that the problem lies with the printer itself and not with the document. Keeping the paper would not be necessary in order to determine the cause of the printing issue.

If you have a family emergency and need to miss work for several days, it is important to immediately inform your employer or scheduler about the situation. By contacting the scheduler and informing them about the emergency, you are showing responsibility and proactive communication. Asking what you should do demonstrates your willingness to follow the proper protocol and take necessary steps to handle the situation appropriately. This allows your employer to make necessary arrangements and provide guidance on how to proceed during your absence.

The correct answer is to sign up for no more shifts than one could work in a week while making sure to give oneself breaks. This option ensures that the individual does not overwork themselves and maintains a healthy work-life balance. By signing up for an excessive number of shifts or overlapping shifts, it may lead to exhaustion and burnout. Therefore, it is important to prioritize self-care and avoid taking on more than one can handle within a week.

The statement is false because regardless of the number of hours worked, a timesheet is typically required to track and record the hours worked. A timesheet serves as a record for both the employee and the employer to ensure accurate payment and to keep track of work hours for various purposes such as project management and performance evaluation. Therefore, even if someone works 0 hours in a week, they would still be required to fill out a timesheet.

The SA should call the office and email the scheduler (Rachael) when calling in sick. This ensures that both the office and the scheduler are informed about the absence, allowing for proper arrangements to be made. Calling the lab alone may not be sufficient as it does not notify the office or the scheduler. Emailing the scheduler alone may also not be enough as the office may not be aware of the absence. Therefore, both calling the office and emailing the scheduler is the best course of action.

The statement suggests that the Early Spring/Fall availability sheet is not optional to work during Spring/Fall. In other words, it is required to fill out the Early Spring/Fall availability sheet in order to work during those seasons. Therefore, the correct answer is False.

To work during the Spring semester, it is necessary to submit both the Early Spring availability sheet and the Full Session Spring availability sheet. This suggests that there are different time frames or sessions within the Spring semester, and the employer requires information about the availability for both sessions. By submitting both sheets, the individual ensures that they are considered for work opportunities throughout the entire semester.

The correct answer is "Go to the OIT public web page, click on Help." This answer is supported by the information provided in the question, which states that to find the Knowledge Base, one should go to the OIT public web page and click on Help. The other options mentioned in the question, such as going to the SA web page or the UT public web page, are not mentioned as the correct way to find the Knowledge Base.

Hourly, SA non-meal breaks are five minutes long and can only be taken once per hour. These breaks cannot be combined, meaning that employees cannot accumulate multiple breaks to take a longer break at once. Additionally, these breaks are not mandatory, meaning that employees are not required to take them if they choose not to.

Eating lunch in the lab is allowed as long as the food containers are disposed of outside the lab area. This suggests that the lab has a policy in place that allows for eating in the lab, but emphasizes the importance of keeping the lab clean and free from potential contaminants. By throwing away the food containers outside the lab area, the lab ensures that any potential mess or odors from the food are kept away from the lab environment, maintaining a safe and hygienic workspace.

The comments section on a timesheet is used to provide additional information about the shift. In this case, the correct answer suggests that you should include information on when you worked, such as the specific time range (CN, 1205 ‐ 1613). This helps provide clarity and ensure accurate record-keeping of your work hours.

When needing to put up a last-minute sub, the best course of action is to put the shift up, email the SA-dist listserv, and email the scheduler. This ensures that the shift is visible to all potential substitutes through the subs page and the SA-dist listserv. Additionally, emailing the scheduler directly ensures that they are aware of the need for a substitute and can assist in finding a suitable replacement if needed. Asking a friend to take the shift without putting it on subs may not guarantee a timely or appropriate replacement.

The given problem log information provides the most specific and relevant details about the issue with computer hss03. It mentions that the computer restarts specifically after opening Word, which suggests that there may be a problem with the Word application or its interaction with the computer. This information helps narrow down the possible causes of the issue and can guide the troubleshooting process.