OSS EMEA CORPORATE EXAM

1. What are the operating hours of the OSS EMEA Corporate Team (local Zurich Time)?

9:00 am - 5:00 pm.

6:00 am - 8:00 pm.

7:00 am - 7:00 pm.

None of the above.

2. If you have deemed that the ticket is Urgent, what should you do?

Place the word 'Hot Ticket' into the summary of the incident ticket.

In the summary field of the incident, put the word 'Urgent' at the beginning.

Log the ticket as normal with no extra information in the summary.

Advise the customer that we don't escalate incidents.

3. What information is MANDATORY in all tickets sent to the OSS EMEA Corporate Team?

Workstation ID.

Customers contact details (phone / desk location).

Description of the incident.

Any troubleshooting that was carried out.

All of the above.

4. Does the OSS EMEA Corporate Team provide Out of Hours Support?

Yes

No

5. Who monitors the OSS EMEA Corporate Team’s Remedy ticket queue?

USC Queue Management.

USC Deputies.

All OSS EMEA Corporate team members.

None of the above.

6. What does the OSS EMEA Corporate Team provide support for?

All desktop applications on the 'Build Servers'.

Hardware, including printers, laptops, monitors, keyboards, mice etc.

Installation of workstations, laptops, Blackberry's and Avistar peripherals.

All of the above.

7. What is the contact chat channel for OSS EMEA Corporate?

USC_OSS_EMEACorp

USC_OSS_GlobalAM_EMEA

OSS_USC_EMEACorp

USC_OSS_Zurich

8. Who is the best person to approach if you cannot get in contact with the OSS EMEA Corporate Team?

Queue Management.

The OSS UK Corporate Team Leader.

A USC Team Leader or Deputy.

None of the above.

Oss Emea Corporate Exam

1. What are the operating hours of the OSS EMEA Corporate Team (local Zurich Time)?

2.

What first name or nickname would you like us to use?

2. If you have deemed that the ticket is Urgent, what should you do?

3. What information is MANDATORY in all tickets sent to the OSS EMEA Corporate Team?

4. Does the OSS EMEA Corporate Team provide Out of Hours Support?

5. Who monitors the OSS EMEA Corporate Team’s Remedy ticket queue?

6. What does the OSS EMEA Corporate Team provide support for?

7. What is the contact chat channel for OSS EMEA Corporate?

8. Who is the best person to approach if you cannot get in contact with the OSS EMEA Corporate Team?