Font size
WorksheetsTeam Meeting EHQ
Total questions: 65
Worksheet time: 49mins
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
What are the steps to start re-imaging a Lenovo laptop?
1 - connect ethernet
2 - insert usb stick
3 - power on
4 - press F12
1 - connect wifi
2 - power on
3 - insert usb stick
4 - press F10
1 - insert usb stick
2 - connect ethernet
3 - power on
4 - press F9
1 - insert usb stick
2 - connect ethernet
3 - press F12
4 - power on
What will happen on 7th of September?
Interns will join Nike
Sofiia will be on vacation
Jamall's birthday
JDI day
Up to how many days a user can request a LOAN LAPTOP
15
42
30
unlimited
Which is the website that we provide to users for requesting ACCESS to SAP?
sap.nike.com
naapa.nike.com
nike.okta.com/sap
nikenow.nike.com
When are users allowed to refresh iphones?
When the lease contract ends.
Every 2 fiscal years.
Request a new phone in nikenow with state "refresh"
Every 2 calendar years.
What is the Slack channel from Windows and Mac teams?
#ehq-retail-mac-windows
#emea-mac-team
#emea-windows-team
#ehq-mac-windows
#emea-enterprise-mac-windows
What is The Van website?
thevan-ehq.nike.com
the-van.ehq.nike.com
nike.thevan.com
nike.com/thevan
How long is the LUNCH break?
1 hour
30 minutes
45 minutes
depends on the queue
What is the CMD comand to update all policies
ipconfig /all
wmic bios get serialnumber
gpupdate /force
gpupdate /result
Draw a clicker
How many performance bars do we have at EHQ
3
4
5
6
What is the fastest way to ENABLE a user's account if expired.
Create ticket to GAP tier 2
Contact someone from GAP team on Slack
Call Service Desk
Ask the manager to enable the account from idlocker
Nike was named after the Greek goddess of victory. What is her name?
Athena
Hera
Aphrodite
Nike
If Windows devices are managed by Airwatch, Apple devices are managed by (a)
What is the primary goal of the Problem Management process in ITIL?
To restore normal service operation as quickly as possible
To prevent incidents from happening in the first place
To ensure service availability and performance
To identify the root cause of incidents and find permanent solutions
What is the best back-up solution users should use to swap iOS devices?
Wifi back-up
icloud
itunes
airdrop
How much do you like to work behind the performance bar
I love it
It's ok
Meh
Hate it
What is the procedure for stolen asset?
Contact Global Service Desk immediately
Inform the manager and request a new device
Come to the performance bar asap
Reach out to NCDC immediately
What's the process for users that leave Nike but they are remote?
Just ship the device back to EHQ
Contact Global Service Desk
Give it to a colleague
Create RTI task
How to request meeting support?
Contact Djoko via Slack
Contact EVENTS team
Scan QR code on the TVs in the meetingrooms
Create pre-meeting support request from nikenow
Which laptop component is responsible for graphics processing?
RAM
CPU
LAN
GPU
What was the original name of Nike before it was officially called "Nike inc"?
TrackRunners
Blue Ribbon Sports
SportsElite
SprintKicks
What is the first-ever iPhone model released by Apple?
iPhone 2G
iPhone 3GS
iPhone 4
iPhone 5
What is the Windows command-line interpreter used to execute commands and run scripts?
PowerShell
Command Prompt
Run Dialog
CMD
What is the purpose of a firewall in network security?
Encrypt data during transmission
Block unauthorised access and control network traffic
Protect computer screens from physical damage
Monitor system performance and resource usage
What is the name of Nike's innovative cushioning technology that provides lightweight and responsive cushioning for athletes?
AirMax
Boost
React
Lunarlon
What is the main goal of deskside support?
To provide training to employees on using office software
To troubleshoot and resolve technical issues face to face with users
To manage office equipment inventory
To offer ergonomic solutions for workstations
Which of the following is an example of deskside support task?
Server maintenance
Network infrastructure design
Installing software on user's computer
Conducting IT security audits
Why is deskside support essential for many organizations?
It reduces the need for employees to use computers
It enhances network security and prevents cyberattacks
It ensures compliance with industry regulations
It improves employee productivity by minimizing downtime
Which communication skill is vital for deskside technicians when interacting with users?
Active listening and empathy
Business analytics
Programming languages
Hardware assembly
What is the primary objective of deskside support training programs for technicians?
Teaching employees how to use office equipment
Enhancing communication skills for effective customer interactions
Providing IT certifications for career advancement
Offering physical fitness training for carrying heavy computer equipment
What does CMDB stand for?
Central Management Database
Configuration Management Database
Computer Management Directory
Control Module Database
Which IT support tool we use to take over computers remotely with admin rights?
Bomgar
Zoom
Slack
RDP
What is the term used to describe a request for IT support assistance subitted by a user?
Bug Report
Help Ticket
Service Request
Technical Query
What is the first step in the process when handling a user at the performance bar?
Escalating the issue to higher level support
Closing the interaction
Troubleshoot and find the root cause
Create an INC
What do you do when someone asks for a loan mouse?
Give the mouse and agree with the user verbally to return it
Create a Harware Loaner Device request
Create an INC
Create a Wireless Mouse request
What is the benefit of using AirWatch for enterprise organizations?
Access to in-flight entertainment and WI-FI services
Centralized management of mobile devices, apps and content
Real-time flight booking and reservation services
Customised travel itineraries and trip planning
What is the name of Lenovo's smart home assistant that uses AI and voice recognition?
Alexa
Cortana
Siri
Google Assistant
Draw the Jordan logo
In addition to computers, what other product does DELL manufacture and sell?
Kitchen appliances
Home security systems
Televisions
Monitors and displays
Which feature allowes Macbook users to unlock their laptops using their fingerprint?
Touch ID
Face ID
Passcode Unlock
Keychain Access
What is the definition of SLA
Service Level Agreement, a contract between the IT support provider and the client
Software License Agreement, a contract for software usage rights
Service Learning Agreement, an evaluation of IT staff performance
Support Line Assistance, a dedicated hotline for end-users queries
What is the purpose of the team meeting?
To discuss company finance and budget allocations
To provide IT training to team members
To review project progress, discuss challenges and plan tasks
To share personal updates and experiences
FTE user has the account name spelled wrong.
Where do you guide him?
zero.nike.com
reach out to their manager
create INC for GAP tier 1 team
idlocker.nike.com
What is the main objective of JDI day?
To promote healthy living and fitness
To raise funds for charity organizations
To celebrate cultural diversity
To encourage environmental sustainability
User has a VDI request completed, which website do they use to login?
virtualmachine.nike.com
nike-vdi.nike.com
vdi.nike.com
techopsvdi.nike.com
What is the new HR platform at Nike called?
Paycom
BobHR
Workhuman
Workday
What is the first step to create a meeting in Outlook?
Open the contacts tab
Click on the New Email button
Go to the Calendar tab
Access the Tasks section
Which animal is known for being the slowest mammal in the world?
Ceetah
Sloth
Tortoise
Kala
Which country is Linda originally from?
(a)
Which performance bar handles iPhone RPLs?
JJK
EC
O6
SB
What is Vodafone DLM portal for?
create simcards
users need to login and request phones
contact Vodafone support
iPhone asset management
How many watts does a Lenovo laptop charger have?
45watts
65watts
20watts
100watts
Last question.
Should we do this more often?
Yes
No
Not too often
What is a "Follow-up Task" ?
User is requesting to follow-up with him to ask about a mouse
User is requesting a mouse to be delivered to his desk
User wants to know if we have wireless mouse on stock
User didn't receive the item and click on "re-open"
