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Service Desk Tools > Tools > Flashcards

Tools Flashcards

Learn the variety of tools and when to use them

1
Q

What do we use the Service Desk Tools for?

A

To help end users with break-fix issues

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2
Q

What is a role based account?

A

Connected to the job, not a person, used only at warehouses and depots

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3
Q

What is a name based account? Used for?

A

Specific to the individual, corporate & regional login

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4
Q

Who resets role based account passwords?

A

Staff Level Manager at location

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5
Q

How do name based passwords get reset?

A

mycostcoaccount.costco.com or the end user

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6
Q

What tool is used to reset Local Area Network passwords?

A

LAN Password Reset

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7
Q

What is the goal of the Service Desk for end users?

A

To teach them to fish and have zero-level resolution

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8
Q

What is zero level resolution?

A

Users are self solving, no calls are made to the Service Desk

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9
Q

How is MyApps used?

A

One log in with multiple applications, connected to the network for updates company wide

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10
Q

Service Desks’ Job for MyApps/Citrix?

A

Replicate issues
Shadow end users to see errors (screen shots)
Document all troubleshooting

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11
Q

Common tools the Service Desk accesses via MyApps?

A

Putty
Membership (CRM)
Pharmacy Remote Assistance

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12
Q

Employee Self Service (ESS/My Costco Account/MCA) is used for…

A

View paychecks
Update direct deposit
Change W2 info

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13
Q

What extra step do Canadian employees take for ESS?

A

Must have PIN to log in (or see payroll for temporary)

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14
Q

Service Desks’ Job for My Costco Account

A

Unenroll as a last resort
Only for account owner
verify ability to re-register & access

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15
Q

What systems use the MCA log in?

A

Costco U
Workforce Central
Membership

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16
Q

Do systems that use the MCA log in have credentials that expire?

A

Yes!

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17
Q

What does ADUC stand for?

A

Active Directory Users and Computers

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18
Q

What information can you get from ADUC3?

A

If a profile is active
When password was reset/expires
Group memberships

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19
Q

Service Desk’s job for ADUC3

A

Check for lockouts/expired accounts
Unlock account
Verify group memberships

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20
Q

AD Lockout Tool is used for…

A

The # of times a user has been locked
What device is causing lockout
Repeat or one-time issue

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21
Q

Service Desk’s Job for AD Lockout?

A

Check what device is locking user out
Unlock accounts
Locate cause of issue & resolve!

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22
Q

Devices seen on AD lockout?

A 
T7E = Thin Client
W7E = PC
APP = wifi-device (not necessarily apple, could be any mobile device)
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23
Q

ISE / MAC Vendor Lookup is used for?

A

Determining what specific device is locking out user

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24
Q

Most common device/user locking someone out?

A

Previous account holders or cell phone (Forget the network!)

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25
Q

Service Desk’s Job for ISE then MAC?

A

What is locking the user out (put MAC address in ticket)

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26
Q

Who is responsible for ensuring the network is forgotten?

A

End User MUST locate physical device and forget network

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27
Q

MyApps Director is used for?

A

Managing user sessions, primarily role based accounts

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28
Q

What information is found via MyApps Director?

A

What applications are open
Disconnect individual applications
Clears sessions on the virtual server
Shows devices connected

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29
Q

MyApps Director tips & tricks

A

Use to capture any MyApps issue pertinent info

Make sure to sign out or the next log in with log you out

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30
Q

Most common issues for MyApps?

A

Applications not loading (stuck)
Unable to print within MyApps
Potential virus malicious webpage visited

31
Q

What tool holds all shared passwords?

A

TK8

32
Q

TK8 allows for how many individuals to be in a password display screen?

A

ONE

33
Q

What are the places end users can print from?

A

MyApps/My Printers or Local printers (devices & Printers)

34
Q

Who has access to the warehouse mangers color printer?

A 
WxxxMGR 
WxxxMGR2
WxxxMGR3
WxxxMGR4
WxxxMGR5
WxxxADM (& WxxxADMyy)
WxxxMER
WxxxMAyy
WxxxMT
WxxxMTM  
WxxxBKM (& legacy WxxxBAK)
WxxxDLM (& legacy WxxxDELI)
WxxxFCM (& legacy WxxxFCT)
35
Q

Service Desks’ Job for non AS400 print issues?

A

Check default printer
Add printer if needed
Clear profile in MyApps Director

36
Q

Remote Assistance is used for?

A

May take control of computer, can get screen shots of error, see exact steps user is taking

37
Q

Remote Desktop is used for?

A

Log onto another user’s computer, used for some tools such as RSA tokens & FRP

38
Q

What tool do you use to remote into Pharmacy Computers?

A

MyApps // Citrix

39
Q

RSA console is used for…

A

Unlock RSA Tokens, Verify token serial number, if it is a hard or soft token, Reset token PIN

40
Q

How do you access the RSA Console?

A

Via remote desktop, then jumpbox

41
Q

What tool is used to access PUTTY?

A

CC / DD Portal

42
Q

What is the CC/DD used for?

A

Controls transactions for the Front End
Communicates with MIMO
Runs all important processes in the Warehouse

43
Q

When do you page POS Support for the CC/DD?

A

If either is down, but PING first

44
Q

Peoplesoft is used for…

A

Large item & dollar purchases

45
Q

Peoplesoft tips & tricks

A

User ID must be All CAPS
Password resets are frequent as the tool is used infrequently
Only 4 users have access in the warehouse

46
Q

Service Desks’ Job for Kronos Hiring

A

Reset password
Check lockouts
Verify part of correct groups

47
Q

Workforce Central (WFC) is used for

A

Organize employee schedules
Records timekeeping (punches)
Used at Warehouses & Depots

48
Q

When do you use the Switch Port Query Tool?

A

Check devices, connection, MACS, ports, VLAN, and Lockouts

49
Q

Before using Switch port query tool you should do what?

A

Always PING a device first!

50
Q

Service Desks’ Job for Ping Tool

A

Verify connection, no ping not connected

Put IP & results in ticket

51
Q

Why would a device not ping?

A

Not on the network
Incorrect VLAN (misconfigured)
Locked ports

52
Q

How should you open the IP calculator?

A

Via the IP Calculator in the toolbar, ensures all updates are included.

53
Q

IP Calculator is used to

A

ping, view printers & devices by locating IP addresses at a warehouse

54
Q

Service Desks’ Job for ePlum?

A

Verify version via IP calculator
Ping a scale first
Enable/disable scale on network
Status check prior to download

55
Q

What tool is used for Tech Check In/Out?

A

OMI Tool

56
Q

Where should information from the OMI tool be saved?

A

The Call Record as well as the PRJ/PRJTASK/INC/etc that the tech is working on

57
Q

WHS / DEP Barcodes are used to

A

Create barcodes for non pre-scan RF guns at Warehouse & Depots

58
Q

What is the Service Desks’ Job for WHS/DEP Barcode tickets?

A

Verify the serial // MAC in Avalanche, Verify no duplicate gun #’s used, ensure connectivity & device is working

59
Q

Avalanche allows you to view what?

A 
RF gun IPs
MACS
Serial Numbers
Model #
Last connection
60
Q

Pomeroy is used for warehouses or depots?

A

Warehouses, for RF scanner repair

61
Q

What is the Service Desks’ Job when using Pomeroy?

A

Attempt all troubeshooting first
Verify user has a copy of the RMA
Provide instructions on sending device in for repair

62
Q

What schenario would prompt you to use this tool without troubleshooting?

A

User reports damage to buttons, touch screen, calibration issues, no beam present

63
Q

What is Airwatch for?

A

To view wireless devices
Locate serial numbers for iPads
Find MAC address
Determine LTE/WIFI

64
Q

What tool allows you to Enable or Disable Lost Mode on iPads?

A

Airwatch

65
Q

What tool is used to access virtual machines?

A

VMWare Console

66
Q

Where can you see an end users permissions for VMWare?

A

ADUC3

67
Q

What are the 2 types of VMWare Consoles?

A

Floating & Dedicated

68
Q

What models of tabletop scanners should be replaced rather than repaired

A

8500 & 8500XT

69
Q

What is the primary issue you troubleshoot for Datalogic Scanners (sometimes called Magellan or tabletop)?

A

Power supply

70
Q

Service Desks’ Job for Cisco Unity Connect?

A

Reset voicemail PIN

Push CARTS+ Catalog for corporate move/change phone requests

71
Q

When do you use Cisco Unity Connect?

A

Emergency changes to Warehouse Auto- Attendants, user display names, voicemail passwords

72
Q

CRM is used to do what?

A

Validate what user states as well as gather screen shots

73
Q

Membership log in is done through?

A

Name based accounts

74
Q

Who is responsible for gathering pertinent info?

A

The end user!

Service Desk Tools (1 decks)

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