ITSD Skills Matrix _ Part 2

When completing a work order for account creation, what is the most important information that you need to share with the requester?

• Work Order has been completed successfully.

• Account details has been sent via SMS.

• User Account Details.

• To send an email to ITSD for any further assistance.

How to handle duplicate account creation requests?

Please select all that applies.

• Check if it is a recent account creation duplicate then just inform user the same and cancel.

• If it is an old account duplicate then you can check what difference or update is needed to be done on the account.

• Cancel the ticket for accounts created recently

• Update the ticket to Pending - Cient Action Required and wait confirmation from the existing user which were recently created.

When raisin a request to create new network ports, what are the requirements to proceed? Please select all that applies.

• Business Justification

• Head of IT approval

• Network TL approval

• Number of Ports

User reported an issue that she cannot login to Dynamic AX. What do you need to do?

• Create Ticket and assign to AX Support Level 2.

• Create Ticket and assign to EUS.

• Create ticket, do first level troubleshooting, resolve the issue and/or re-assign if needed.

• Create ticket and send email to AX Support Level 2

User from Fujairah submitted a request for a new laptop. A work order will be assigned to which Assignment Group?

• Ajman - Asset

• Fujairah - Asset

• Asset Management Team

• End User Support - FUJ

An end user raised an incident to request for access to a shared mailbox. What do you need to do?

• Send email or call the user to inform that you will cancel the ticket.

• Send email or call the user to educate how to submit the correct form of request in BMC and cancel the ticket.

• Cancel the ticket and raise the correct request in BMC portal.

• Cancel the ticket and create new work order.

What do you need to do if you receive a call regarding an inquiry and you have provided the information needed to the user?

• End the call and ask the user to participate in the survey.

• Create ticket and complete the ticket then ask the caller to participate in the survey and transfer to survey.

• End the call and thank the user for calling us.

• Do nothing and take another call.

When configuring a mobile phone to connect to Staff WIFI, what value you should put in "Anonymous Identity"?

A command-line tool, which is principally used to find the IP address that corresponds to a host or domain. Select all the applies

• nslookup

• ipconfig /all

• ping

• ping -a

A layer of protection to the sign-in process. When accessing accounts or apps, users provide additional identity verification, such as scanning a fingerprint or entering a code received by phone.

• Multifactor Authentication

• Multifactor Authorization

• Multifaceted Authentication

• Multi-form Authorization