MICROSOFT TEAMS

CHAT,CALL,GC,CHANNELS,MEETING CALENDAR,TEAMS GROUP,RECURRING MEETING,

OUTLOOK

SENDER,RECIPIENT,INBOX,SUB FOLDERS,ARCHIVE,RULES(corrupted rules)(delete and

MAIN ROLE IN SERVICE DESK

-PASSWORD UNLOCK and PASSWORD RESET

Incident- working fine before but now its not

Request - it never works,first time

DOCUMENTATION

INTERNET ISSUE MOCK CALL DOCUMENTATION

ISSUE
-No internet
-using a laptop
-seeing a globe icon from internet
TROUBLESHOOTING
-Restarted the laptop
-disconnect and reconnect from the wifi
-connect a lan cable
-power cycle the router
RESOLUTION
-I advised the user to power cycle the laptop
-Verified issue is resolved

ISSUE
-The user is having problem with internet
-The user laptop is connected to wifi but no internet even if its connected
-It is working fine yesterday
-Seeing a glode icon on internet
TROUBLESHOOTING
-Advised the user to connect her celphone to wifi > no internet 
-Advised the user to check if her modem has green light > it has a green light
-Advised the user to unplug and plug in her modem box > the internet came back
-User was able to connect to internet
RESOLUTION
-Advised the user to unplug and plug in her modem box > the internet came back
-Verified issue is resolved

MAIN ROLE IN SERVICE DESK

-PASSWORD UNLOCK and PASSWORD RESET

SECURITY QUESTIONS
-last 4 of your SSN : 0530
-Mothers maiden name : quimpo
-favorite school : olfu

PASSWORD UNLOCK and PASSWORD RESET DOCUMENTATION

ISSUE
- The user is trying to login to his computer and not able to login
- Its working fine 2 hours ago and suddenly its not working
- Getting an error message: account is locked
- User is using a laptop
TROUBLESHOOTING
- The user restarted his pc several times
- Checked AD, account is locked
- Giving the user a question for security purposes > verified
RESOLUTION
- Advised the user that he's account is locked
- Unlocked the user's account in AD
- Verified the issue is resolved

ISSUE
-Can't login to computer
-It worked fine yesterday and suddenly he can't login today
-The user is getting an error message: referenced account iscurrently locked
-working in the office using laptop
TROUBLE SHOOTING
- Checked AD, Account is locked
- Giving the user a question for security purposes > verified
- User account got locked again
- Advised the user to check the capslock if its turn on > capslock is turned on
- Had the user to turn off the capslock > still not working
- Had the user to check the numlock key if its turn on > numlock key is turn off
- Advised the user to turn on the numlock key > its working now
RESOLUTION
- Advised the user that he's account is locked
- Unlocked the user's account in AD
- Advised the user to turn on the numlock key > its working now
- Verified the issue is resolved

ISSUE
- unable to signin to teams
- it is fine yesterday
TROUBLESHOOTING
- Sign out and Sign in the teams
RESOLUTION
- I adviced the user to sign out and sign back in
- Verified issue is resolve

TEAMS DOCUMENTATION

ISSUE
-Cannot join in Teams meeting
-Yesterday the user was able to join Teams meeting
-His manager setup the Teams meeting invite
-Working from home and using a laptop
TROUBLESHOOTING
-Ask the user if the Teams meeting is cancelled or re scheduled > The Teams meeting
is cancelled
RESOLUTION
-Ask the user if the Teams meeting is canceled or re schedule > The Teams meeting
is cancelled
-Advised the user to ask his manager about the Teams meeting > User understood
-Verified the issue is resolved

PERFORMANCE MOCK CALL

ISSUE
-computer is running really slow
-User called service desk previously and troubleshoot his laptop > However the
issue persist
TROUBLESHOOTING
-The user deleted all the unecessary file and closed all the application
-Ask the user to check his laptop storage > storage is allmost full or in a
critical condition
-Advised the user that I will request a replacement for his laptop and will reach
his local IT > user understood end of call
RESOLUTION
-Advised the user that I will request a replacement for his laptop and will reach
his local IT > user understood end of call
-Verified the issue is pending

ISSUE
- the user installed an application called arua rose
- it also downloaded an application called nortrom
- pc is running too slow
- yesterday it is working fine
- using a desktop
TROUBLESHOOTING
- User closed all the aplication
- User deleted all the unnecessary files
- Adviced the user to uninstall the downloaded application nortrom
- Adviced the user to restart the computer
RESOLUTION
-Adviced the user to uninstall the downloaded application nortrom
-Verified issue is resolved

CALL FLOW

OPENING SPIEL

Hi! my name is michael from atos service desk, may I know your first and last name
please?

How should I call you?

Thank you (name),how may I help you today?

PROBING
-when was the last time it work fine
-can you tell me more about the issue
-what have you done so far
-where are you seeing the error message
-are you working from home or in the office?is it a laptop or a desktop?

EMPHATY

Im so sorry to hear that, to make sure we are on the same page, your having issues
with (Paraphrase).

can i put this call on hold for 2 minutes as I need to check your account on my
end. I'll get back to you.Thank you so much.

Thank you so much for patiently waiting on the line, here's what I found out.

TROUBLESHOOTING

Acknowledgement
I am glad that I was able to resolve your issue for today!, is there anything else
that I can help you with?

CLOSING SPIEL

Once again my name is Michael from ATOS service desk, have a good day thank you!