Free Help Desk Basic Procedures Question and Answers — Questions and Answers
Question 1: True/False: Regardless of whether the call is open or closed, we can give access to a Cerner Associate who requests Front/Back End access to EPR if they supply us with an SDE ticket number.
- False (Correct answer)
- True
Correct answer: False
Access to sensitive systems like EPR (Electronic Patient Record) requires strict security protocols. Granting access based solely on an SDE ticket number, regardless of the call's open or closed status, is generally not permitted without further verification and adherence to specific security policies. Such access typically requires proper authorization, a clear business need, and often manager approval, usually only for active, open issues to prevent unauthorized data access.
Question 2: A user contacts the help desk and reports being unable to log into AEMSPSRS. You may verify that they don't have an account in the apps management tool. How do you behave?
- Inform the user that they must have their Manager or Coordinator file a request for an AEMSPSRS account via email to the Help Desk.
- Make a ticket with the subject "Adverse Event Management" beneath the user's name. Indicate that the user does not have an AMESPSRS account in the description. Send the ticket for completion to the Workload Measurement Queue.
- Make a ticket with the subject "Adverse Event Management" beneath the user's name. Indicate that the user does not have an AMESPSRS account in the description. Send the ticket for completion to the Network Administrators Queue. (Correct answer)
- Inform the user that access must be requested by having their Manager or Coordinator submit an online access request form. The ticket is closed.
Correct answer: Make a ticket with the subject "Adverse Event Management" beneath the user's name. Indicate that the user does not have an AMESPSRS account in the description. Send the ticket for completion to the Network Administrators Queue.
When a user reports being unable to log into an application due to lacking an account, it's a technical access issue requiring backend configuration or provisioning. The Network Administrators Queue is the appropriate escalation point for creating or managing user accounts and access permissions for network-dependent applications. This ensures the request goes to the team with the necessary privileges and expertise to resolve the account creation.
Question 3: True or False: You must transfer users who contact to request a Workbrain password reset to Workload Measurement at x52522.
- False (Correct answer)
- True
Correct answer: False
Workbrain password resets are typically handled directly by the Help Desk or through an automated self-service portal, as it's a common and straightforward technical task. Transferring such requests to a specific department like Workload Measurement (x52522) is incorrect, as that department likely handles different functions and is not equipped to perform password resets.
Question 4: At 2:00 PM, a user phones from their home and says they are unable to enter into GroupWise because they are on a LOA. SDE verifies the LOA Status. How do you behave?
- Ask the user for the name of their Manager or Coordinator, then re-enable the account for 24 hours. Send the "Return from LOA Approval" script to the manager or coordinator. Send the support desk queue with the ticket.
- Inform the user that access is not permitted while they are on a LOA per our privacy and security rules. The ticket is closed.
- Tell the user that they need to get their account reactivated for 24 hours and that their Manager or Coordinator needs to submit an email to the help desk to confirm they are back. The help desk queue will receive the ticket.
- Inform the user that they must ask their Manager or Coordinator to file a request through email to the Help Desk in order for the account to be reactivated. The ticket is closed. (Correct answer)
Correct answer: Inform the user that they must ask their Manager or Coordinator to file a request through email to the Help Desk in order for the account to be reactivated. The ticket is closed.
When an employee is on a Leave of Absence (LOA), their system access is typically suspended for security and compliance reasons. Reinstating access requires formal approval from their manager or coordinator to confirm their return to work and legitimate need for access. The Help Desk cannot unilaterally reactivate an account for someone on LOA; it requires a formal request from authorized personnel to ensure proper procedure and security.
Question 5: You receive a call from a user who claims to be experiencing an Outlook event alone. Which group do you escalate the event to after you log it?
- Exchange
- PC Support (Correct answer)
- DC-Oakland
- Outlook Support
Correct answer: PC Support
An 'Outlook event alone' suggests a localized issue with the Outlook application on a specific user's computer, rather than a widespread server problem or network issue. PC Support is the appropriate group for troubleshooting and resolving software-specific problems on individual workstations. This team specializes in desktop application issues and can provide direct support for the user's computer.
Question 6: The caller wants to increase their drive quota. What advice would you give?
- Suggest that user save files to c drive
- Advise user to call his/her manager
- Let them know that the quota allocated is sufficient
- Advise user to go to Infonet web site and submit a Quota Request form (Correct answer)
Correct answer: Advise user to go to Infonet web site and submit a Quota Request form
Increasing drive quota is a formal request that requires proper documentation and approval, as it involves allocating additional storage resources. Directing the user to the Infonet website to submit a Quota Request form ensures that the request follows the established organizational procedure. This process allows for necessary approvals and tracking of resource allocation, maintaining system integrity.
Question 7: Someone wishes to update the Employee Directory with their new address. Which of the following would you recommend?
- Tell user to post mail changes to HR
- Let user know that these changes are not permitted.
- Advise the user to go to IMS and submit changes via IMS. (Correct answer)
- Advise the user to change the properties in Employee Directory.
Correct answer: Advise the user to go to IMS and submit changes via IMS.
Updating personal information like an address in an Employee Directory is typically handled through a dedicated Human Resources or Employee Information Management System (IMS). This ensures that changes are officially recorded, verified, and propagated correctly across all relevant systems. Directing the user to IMS is the correct procedural step for managing employee data, maintaining accuracy and compliance.
Free Help Desk Basic Procedures Question and Answers
True/False: Regardless of whether the call is open or closed, we can give access to a Cerner Associate who requests Front/Back End access to EPR if they supply us with an SDE ticket number.