Help Desk Basic Procedures Q&A

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

True

Correct! Wrong!

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?

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.

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! Wrong!

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.

False

True

Correct! Wrong!

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?

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! Wrong!

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?

Exchange

PC Support

DC-Oakland

Outlook Support

Correct! Wrong!

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?

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! Wrong!

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?

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.

Advise the user to change the properties in Employee Directory.

Correct! Wrong!

Correct answer:
Advise the user to go to IMS and submit changes via IMS.

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.

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?

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

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?

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?

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

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

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