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

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?

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

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.

Accepted Answer

False

Answer

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?

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

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?

Accepted Answer

PC Support

Answer

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.

Help Desk Software Practice Test

Help Desk Software Practice Test

Free Help Desk Basic Procedures Question and Answers