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.
Explanation:
To gain access, Cerner Associates must present their OPEN ticket number.
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?
Explanation:
Every employee, regardless of position, at a London hospital's location should have an account for adverse event management. Only this account request, made by the employee themselves, would you forward directly to Net Admin for processing. Managers can contact the Help Desk by phone or email to request the creation of missing accounts. There is no need for the online form.
True or False: You must transfer users who contact to request a Workbrain password reset to Workload Measurement at x52522.
Explanation:
For help with their password, Workbrain Users should get in touch with their Compensation Consultant.
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?
Explanation:
After receiving the written consent of a Manager, Coordinator, or other Leader, access to GroupWise is permitted while on LOA. However, many users won't submit the request, and many managers will reject it, so you don't need to keep the logged ticket open.
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?
Explanation:
Giving a computer or comparable equipment diagnostic, troubleshooting, maintenance, and repair services is known as computer support. It enables end users to look for and obtain specialist computer maintenance and management services either locally from their residence or place of business or remotely via the Internet.
The caller wants to increase their drive quota. What advice would you give?
Correct answer:
Advise user to go to Infonet web site and submit a Quota Request form
Someone wishes to update the Employee Directory with their new address. Which of the following would you recommend?
Correct answer:
Advise the user to go to IMS and submit changes via IMS.
