Level 2 Specialist Training
Authored by ALESSANDRO GONZAGA
Instructional Technology
University
Used 3+ times
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8 questions
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1.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
What is step number 4 of scheduling a dispatch appointment?
1 - Determine if dispatch is required
2 - Create a task for the Incident
3 - Add required information
(ie peripherals, location and contact info to the task)
4 - ????????????
5 - Schedule Dispatch with the User
6 - Call the campus's lab and coordinate dispatch if the user needs assistance ASAP
End the call with the user
Notify a supervisor the task is made
Assign the Task to the proper campus
Reassign the incident
2.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
At the Help Desk, what responsibilities are expected of Level 2 Specialists?
( multiple correct answers )
Answer calls
Be the first level of support for Level 2's to go to when they need assistance
Answer and approve(if email certified) emails from the email queue
Check HD_ID for ID's and validate CVC numbers from consultants so we can proceed with AK's and DUO Bypass Codes
Complete tasks delegated to you by Supervisors or Fulltime
3.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
True/False
Are L2 Specialists working at labs required to work on emails while on shift?
True
False
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
What should always be put in the worknotes when performing the second half of a password reset? (multiple correct answers)
The user's new AND old passwords
Re-pasted NetID admin information reflecting the change
The steps used to assist the user
That you were successfully transferred the call, and took over for second half
Any additional issues or concerns brought up and addressed during the call
5.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
[ITS] Which Assignment Group should we escalate to?
An ITS issued / managed device is physically damaged and must be repaired
ESD - ITS Field Support
ESD - ITS System Admins
ESD - ITS Development
6.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
[ITS] Which Assignment Group should we escalate to?
A caller from an ITS supported department needs their ITS account reactivated
ESD - ITS Field Support
ESD - ITS System Admins
ESD - ITS Development
7.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
What is the minimum number of emails we suggest you complete before applying for email certification?
15
25
20
40
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