Service Desk Training

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Across
  1. 3. Application used to verify user's employment
  2. 4. Application used to install drivers for office printers
  3. 7. The ticket system used by Service Desk
  4. 9. Ticket category used for someone requesting access to an application
  5. 10. Ticket category used for unplanned interruptions of a service
  6. 14. Tier 3 team that supports Carli, Quintiq and Coupa among others
  7. 15. Disposition used when doing a remote session with user
  8. 16. Applicaiton used to remote into a user's Windows or Mac computer
  9. 17. Application used primarily by Carvana's Vehicle Transporters
  10. 18. Escalate to this pod if you are unable to resolve an incident with an Ipad or Iphone
Down
  1. 1. Application used to look up information about Mobile devices (i.e. installed apps, etc)
  2. 2. Service Desk's knowledge base
  3. 5. Remote Desktop user by Verifications team
  4. 6. First name of Carvana's VP of Tech Services
  5. 8. Do this with a ticket when all troubleshooting steps have been taken and the issue is still unresolved
  6. 11. Escalate to this pod for help recovering terminated user's documents
  7. 12. Escalate to this pod if user is having issues with their Windows computer that is unresolved
  8. 13. Application used to find shared passwords for some admin accounts