FREE Help Desk Basic Procedures Question 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.

Accepted Answer

False

Answer

True

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?

Accepted 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.

Answer

Inform the user that they must have their Manager or Coordinator file a request for an AEMSPSRS account via email to the Help Desk.

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 Workload Measurement Queue.

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.

Question 3

True or False: You must transfer users who contact to request a Workbrain password reset to Workload Measurement at x52522.

Accepted Answer

False

Answer

True

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?

Accepted 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.

Answer

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.

Answer

Inform the user that access is not permitted while they are on a LOA per our privacy and security rules. The ticket is closed.

Answer

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.

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?

Accepted Answer

PC Support

Answer

Exchange

Answer

DC-Oakland

Answer

Outlook Support

Question 6

The caller wants to increase their drive quota. What advice would you give?

Accepted Answer

Advise user to go to Infonet web site and submit a Quota Request form

Answer

Suggest that user save files to c drive

Answer

Advise user to call his/her manager

Answer

Let them know that the quota allocated is sufficient

Question 7

Someone wishes to update the Employee Directory with their new address. Which of the following would you recommend?

Accepted Answer

Advise the user to go to IMS and submit changes via IMS.

Answer

Tell user to post mail changes to HR

Answer

Let user know that these changes are not permitted.

Answer

Advise the user to change the properties in Employee Directory.