1. You are working on the Service Desk. Every Tuesday afternoon a Client calls in with the same Word Processor mail merge question. She has been calling for weeks and she is very friendly to you. The next time you speak to her, you:
Take the call in annoyance and say "What do you want?"
Take the call, listen to her problem, then close the call.
Tell her how you remember speaking to her every week. Ask her how she is and just talk to her for a long time. You spend a while talking to her and disregard other customers
Ask her if it's the same problem that has been re-occurring. You have a small conversation with her and resolve the issue. You speak to the Client Services Manager of that client and make a recommendation for Word Processor Training.
2. Later in the day on the Service Desk a customer starts shouting about how one of your colleagues has "broken" their Exchange Server, after a brief review of the call details you discover your colleague did make a mistake. You:
Pass the phone call through to Client Services
Explain, "Yeah, that happens sometimes. I'll pass you through to my Team Leader".
Ask, "I'm sure it's not that bad, what do you want us to do?"
Explain to the customer that you will resolve the issue and escalate it to your manager who will review the issue, cause and the work previously carried out.
You pass the call back through to the engineer who originally did the call. You just walk away and go get the manager.
3. You have built up a rapport with a client, however they start emailing you requests rather than logging calls through the call logging system. One day, they email you requesting an urgent call back, however you are currently working on another clients server which is higher priority, what do you do:
Email back the client advising you are currently working on a call, but you have logged this and passed it to your team leader to be reassigned to a more available engineer.
Email the client back and let them know you'll all them back later.
Stop what you are doing, make the call, listen to the problem and resolve the call.
Ignore the email and continue working on the high priority call.
4. You receive a call from a third party supplier of one of our clients. They have asked you for the administrator password of the network as they need to install some software on the server, what do you do:
Get authorisation from the client then give the supplier the domain administrator password.
Tell them they can't have it.
Give them the domain administrator password.
Get authorisation from the client in writing, then create a support domain administrator account for this supplier and provide them with the details.
5. A client calls up and requests some third party software to help with an issue they have , do you :
Work through the calls in the order you received them
Pass it straight back saying you can't deal with it
Use your own judgement and prioritise the calls so you can deal with the priority 10 call first and deal with the less urgent calls after
6. What utility from within Exchange System Manager would you use to confirm whether an email was delivered successfully?
Tools -Monitoring and Status
First Administrative Group - Servername - Queues
Tools -Message Tracking
Global Settings - Message Delivery
7. What are the prerequisites for a Blackberry handheld before it can be activated on a Blackberry Enterprise Server?
Upper Case GPRS or EDGE or 3G
Lower Case gprs or edge
GSM
BES Enabled
BIS Enabled
8. On your Exchange 2007 server, you create a distribution list with the email address: test@wavex.co.uk and you add 5 people to the group. Users have been using this internally, however one mentions when clients send emails to this it bounces back. What do you do?
Ask users to restart Outlook.
Untick the box in the properties of the distribution list that “require all senders are authenticated”.
Hide the distribution list from all address lists.
Check the email address alias is correct.
Advise the users that senders are probably using the wrong email address.
Restart the exchange server.
9. When talking a user through activating their Blackberry Handheld (OS V4.0 onwards), which steps would you follow for the Enterprise activation?
Options -> Security Options -> General Settings -> Enterprise Activation
Options -> Security Options -> Enterprise Activation
Options -> Advanced Options -> Enterprise Activation
Options -> Enterprise Activation
10. A user is receiving an error when they are working through Citrix XenApp. You need to connect to their Citrix session to begin troubleshooting, what tool should you use:
Go To Assist
NETi – Wavex proprietary remote tool.
Remote Desktop through Terminal Services Administration.
Shadow through Citrix Access Management Console.
11. What is the logical destination of a backup job?
Media unit
Media set
Media group
Media pool
12. A user has reported that they cannot access any emails from Outlook. You have connected to their computer and confirmed that the server is accessible and all users are having the problem. You connect to the server and it appears the Mailbox Store under First Store Group is dismounted. Which of the following would you check before mounting the information store?
Location and free space available on the partition where PRIV1.edb and PRIV1.stm are located
Amount of Exchange CAL’s installed on server
The latest service packs are installed
You can ping the server by IP Address
13. A user is trying to log into Citrix XenApp, when entering in their credentials, they receive the error: "The credentials you typed are incorrect. Please try again or contact your help desk or system administrator." What settings would you check first to ensure this gets resolved?
Reset users’ password.
Check user has permissions to log into Citrix.
Check the default gateway of the users’ PC.
Reinstall XenApp plugin.
14. Once a user has been added into Blackberry Manager you now need to set the Activation Password this can be done in more than one place, where would this be set?
Select the user --> Within the Tasks on the bottom pane --> Device Management
Select the user --> Within the Tasks on the bottom pane --> IT Admin
Right click on the user --> Set Activation Password
Right click on the user --> Assign Device
Select the user --> Within the Tasks on the bottom pane --> Service Access
15. "Recently on your Exchange 2003 server the Mailbox Store under the First Storage Group has been dismounting even when remounted. You find the following error in the event log:
Not enough disk space
The DWORD Entry Database Size Limit in GB under the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\MSExchangeIS\Server name\Private-Mailbox Store GUID is set to 65
Maximum Size allowed by Exchange SP2 is 65GB
The partition the Exchange database is stored on is FAT32
16. The targeted device for an existing backup job has failed and must be changed. Which action should be taken?
Change the Device and Media settings in Properties for this job in Job Setup.
Modify the default Device and Media settings for all jobs in the global settings.
Delete the job and create a new one using the original selection list.
Change the Device and Media settings in default Properties for this job in Job Monitor.
17. Within Blackberry Manager on the Blackberry Enterprise Server, where would you configure the Synchronisation Properties E.g. Bidirectional Sync and Conflict resolution between handheld and users mailbox.
Users Properties --> Redirection
Users Properties --> Filters
Users Properties --> Security
Users Properties --> IT Policy
Users Properties --> WLAN Configuration
Users Properties --> PIM Sync
Users Properties --> Advanced
18. Once a users Blackberry is activated which Mail Folders are redirected to the Handheld by default?
Inbox Only (and Sent Items if the device supports this)
Inbox, Sent Items, Draft
Inbox, Sent Items, Draft and Deleted Items
Inbox, Sent Items and Deleted Items
19. A user contacts you requesting to access their email using Outlook whilst they are away on their laptop. They have mentioned that they may not have an internet connection at all times but would still like the ability to see their emails. What do you do?
Tell them it is not possible to do this.
Enable offline caching on the users roaming profile.
Force Outlook to ‘Work Offline’.
Change Exchange account settings to ‘Use Cached Exchange Mode’.
Change Exchange advanced settings to use Outlook Anywhere.
20. What command do you need to enter at the command prompt to install applications on a Terminal Server?
Change mode/install
Change mode/execute
Change user /install
Change user /execute
21. You are on the phone with a client however it is approaching 6pm when you finish for the day, however the users problem is not resolved, what do you do:
Tell the user you have now finished for the day and can pick this back up tomorrow morning.
Tell the client this is no longer the standard working hours, ask them if they want this resolved overnight, and advise them of the Out of Hours process.
Pass the call to your team leader and tell the client someone will call them to fix this.
Keep working on the problem until it is fixed.