Escalate or Resolve
Escalate or Resolve: IT Support Quiz
Test your knowledge on effective IT support strategies in our engaging quiz! This quiz covers a range of situations that IT professionals often face, focusing on the best practices for escalation and resolution.
- 10 multiple-choice questions
- Real-world scenarios
- Learn how to prioritize and address support tickets efficiently
A user is installing MobileIron but does not have 3 bars of signal.
Escalate the ticket to Level 2 as they have flexibility to work with the user
Send an email with instructions and resolve the ticket.
Send an email with instructions and keep the ticket in your queue to verify the device is enrolled.
A Team Member is having issues with a vendor website. You've done browser troubleshooting, Zscaler troubleshooting, and anything else you can think of, but you cannot restore access to the site. What do you do with your ticket?
Document if the user has contacted the vendor or not and escalate the ticket.
Ask the user to contact the vendor and resolve the ticket.
If the user has not contacted the vendor, keep the ticket in your queue, but have the ticket ready to escalate pending contact with the vendor.
A Team Member is working on a personal device and requests your assistance. What do you do?
Escalate to Level 2 so they can make a hardware determination.
Tell the user you cannot support a personal device and resolve the ticket.
Keepy the ticket in your queue for later research and discussion with leadership regarding the breach in policy.
A Team Member is trying to RDP into their work desktop from a work laptop. You cannot ping the work laptop and there is no one in the office to assist. What happens next?
Document this in the ticket and escalate.
Ask the user to go into the office and resolve the ticket.
Keepy the ticket in your queue to research how you can resolve the issue on your own.
If I cannot resolve or escalate a ticket, I need to...
Let the user know that I will follow up with them after doing more research
Reach out to an ERT to verify that leaving the ticket open is an acceptable course of action.
A Team Member reports a suspcious email. They did not click any links
Escalate the ticket to Messaging for further review
Thank the user for the heads up and resolve the ticket
Keep the ticket in your queue to do further research
A Team Member reports that they did click the link in a suspicious email
Let the user off the phone but stay remoted in, running the virus scans and escalating if there is an abnormal result
Let the user off the phone but stay remoted in, running the virus scans and resolving the ticket if everything is in order.
End the call and remote session, asking the user to call back when the scan is complete.
The user has an issue that must be escalated. It's ok to end the call befor getting ERT approval for escalation.
True
False
A Team Member needs a Dayforce password reset. They do not have their security questions answered and no Authorized Approvers are available at the location. What next?
Escalate the ticket to the Dayforce queue
Resolve the ticket as information provided
Leave the ticket open after sending emails to any Authorized Approvers at the location.
Every contact attempt is an opportunity to escalate or resolve a ticket
True
False
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