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Service Desk Tools > Tools > Flashcards

Tools Flashcards

Learn the variety of tools and when to use them (74 cards)

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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
Service Desk's Job for ISE then MAC?
What is locking the user out (put MAC address in ticket)
26
Who is responsible for ensuring the network is forgotten?
End User MUST locate physical device and forget network
27
MyApps Director is used for?
Managing user sessions, primarily role based accounts
28
What information is found via MyApps Director?
What applications are open Disconnect individual applications Clears sessions on the virtual server Shows devices connected
29
MyApps Director tips & tricks
Use to capture any MyApps issue pertinent info | Make sure to sign out or the next log in with log you out
30
Most common issues for MyApps?
Applications not loading (stuck) Unable to print within MyApps Potential virus malicious webpage visited
31
What tool holds all shared passwords?
TK8
32
TK8 allows for how many individuals to be in a password display screen?
ONE
33
What are the places end users can print from?
MyApps/My Printers or Local printers (devices & Printers)
34
Who has access to the warehouse mangers color printer?
``` WxxxMGR WxxxMGR2 WxxxMGR3 WxxxMGR4 WxxxMGR5 WxxxADM (& WxxxADMyy) WxxxMER WxxxMAyy WxxxMT WxxxMTM WxxxBKM (& legacy WxxxBAK) WxxxDLM (& legacy WxxxDELI) WxxxFCM (& legacy WxxxFCT) ```
35
Service Desks' Job for non AS400 print issues?
Check default printer Add printer if needed Clear profile in MyApps Director
36
Remote Assistance is used for?
May take control of computer, can get screen shots of error, see exact steps user is taking
37
Remote Desktop is used for?
Log onto another user's computer, used for some tools such as RSA tokens & FRP
38
What tool do you use to remote into Pharmacy Computers?
MyApps // Citrix
39
RSA console is used for...
Unlock RSA Tokens, Verify token serial number, if it is a hard or soft token, Reset token PIN
40
How do you access the RSA Console?
Via remote desktop, then jumpbox
41
What tool is used to access PUTTY?
CC / DD Portal
42
What is the CC/DD used for?
Controls transactions for the Front End Communicates with MIMO Runs all important processes in the Warehouse
43
When do you page POS Support for the CC/DD?
If either is down, but PING first
44
Peoplesoft is used for...
Large item & dollar purchases
45
Peoplesoft tips & tricks
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
Service Desks' Job for Kronos Hiring
Reset password Check lockouts Verify part of correct groups
47
Workforce Central (WFC) is used for
Organize employee schedules Records timekeeping (punches) Used at Warehouses & Depots
48
When do you use the Switch Port Query Tool?
Check devices, connection, MACS, ports, VLAN, and Lockouts
49
Before using Switch port query tool you should do what?
Always PING a device first!
50
Service Desks' Job for Ping Tool
Verify connection, no ping not connected | Put IP & results in ticket
51
Why would a device not ping?
Not on the network Incorrect VLAN (misconfigured) Locked ports
52
How should you open the IP calculator?
Via the IP Calculator in the toolbar, ensures all updates are included.
53
IP Calculator is used to
ping, view printers & devices by locating IP addresses at a warehouse
54
Service Desks' Job for ePlum?
Verify version via IP calculator Ping a scale first Enable/disable scale on network Status check prior to download
55
What tool is used for Tech Check In/Out?
OMI Tool
56
Where should information from the OMI tool be saved?
The Call Record as well as the PRJ/PRJTASK/INC/etc that the tech is working on
57
WHS / DEP Barcodes are used to
Create barcodes for non pre-scan RF guns at Warehouse & Depots
58
What is the Service Desks' Job for WHS/DEP Barcode tickets?
Verify the serial // MAC in Avalanche, Verify no duplicate gun #'s used, ensure connectivity & device is working
59
Avalanche allows you to view what?
``` RF gun IPs MACS Serial Numbers Model # Last connection ```
60
Pomeroy is used for warehouses or depots?
Warehouses, for RF scanner repair
61
What is the Service Desks' Job when using Pomeroy?
Attempt all troubeshooting first Verify user has a copy of the RMA Provide instructions on sending device in for repair
62
What schenario would prompt you to use this tool without troubleshooting?
User reports damage to buttons, touch screen, calibration issues, no beam present
63
What is Airwatch for?
To view wireless devices Locate serial numbers for iPads Find MAC address Determine LTE/WIFI
64
What tool allows you to Enable or Disable Lost Mode on iPads?
Airwatch
65
What tool is used to access virtual machines?
VMWare Console
66
Where can you see an end users permissions for VMWare?
ADUC3
67
What are the 2 types of VMWare Consoles?
Floating & Dedicated
68
What models of tabletop scanners should be replaced rather than repaired
8500 & 8500XT
69
What is the primary issue you troubleshoot for Datalogic Scanners (sometimes called Magellan or tabletop)?
Power supply
70
Service Desks' Job for Cisco Unity Connect?
Reset voicemail PIN | Push CARTS+ Catalog for corporate move/change phone requests
71
When do you use Cisco Unity Connect?
Emergency changes to Warehouse Auto- Attendants, user display names, voicemail passwords
72
CRM is used to do what?
Validate what user states as well as gather screen shots
73
Membership log in is done through?
Name based accounts
74
Who is responsible for gathering pertinent info?
The end user!

Service Desk Tools (1 decks)

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