Team Meeting EHQ

Who is Bob?

• Normal user

• VIP

• Sr Director

• G5 manager

Draw Bob

Are users allowed to sign in as GUEST on the iPads?

• Yes

• No

How many hours do we work a week?

• 2

• 45

• 57

• 50

• 40

What substate do we select when

a user returns a laptop?

• Available

• Pending Repair

• Pending Disposal

• Pending Install/Reimage

• Quarantine

What does the On-Site support do?

• Support the Performance Bar pro-actively

• Work on remote tickets and tasks

• Wait for colleagues to ask for help

• Monitor the
  On-Site queue

What is the queue for Remote Support team
( new 1,5 level between Global Service Desk and Deskside)

• GSaS-EUC Field-EMEA-Remote Support

• Colleagues in the Engine Room handle the remote users

• GSaS-EUC Field-NA-Remote Support

• GSaS-Service Desk-EMEA-English

ETW user badge doesn't work to get item from Vending Machine.
What is the process?

• User the badge from another colleague

• Send email to Cem

• Contact SmartyMarty
  (Mr Hekman)

• Ask user to request the item via nikenow

What is TechOps-EXO team scope?

• They handle account issues

• They can give users access to Slack

• They only help with Box issues

• They support Microsoft Exchange related issues

Does the SLA stop if you place the ticket from state "new" to "on hold"?

• No, the ticket needs to be assigned to a technician first, click SAVE and then update the status to on hold.

• Yes, the SLA will stop as long as we change the status to On Hold.

• No, SLA stops only when the state is "Work in Progress" and then changed to "On Hold".

• Yes, if it's assigned to a Deskside technician

Answer explanation

The "first interaction" SLA will stop ONLY if the state is Assigned.

Hence, first assign to someone and click save.
Then go back and change the state in on hold.