You work for a team which deals with resolving issues with Application X. However, you receive an email from a user who is facing problems with Application Y. Re-route/forward this email to the appropriate team and mention that it was incorrectly routed/forwarded to you/your team.​

Escalate an issue/problem ticket to the next level (L2/L3) when the resolution of an issue is beyond your scope. ​

A customer has requested for something which is not in our scope. How to respond to that on an email?​

Write an email to confirm to the user/client that their issue has been resolved. 

You have been working on an issue for the last 2 hours and it is time for you to logout. You need to hand it over to your colleague who logs in after you. How would you communicate this to the client and ensure that the issue is resolved?​

Write an email describing the step-by-step installation procedure of software (any of your choice).  ​

Write an email to the user/customer to guide them to reset the password themselves. ​

It is the end of your shift, and you must convey the status of a current ticket to your colleague, which will be taken forward by him/her. Write an email with the appropriate instructions. ​

There is a ticket pending resolution from the past 3 days. You are waiting to hear from the network engineer, who has been unresponsive. You get access to the escalation matrix. How would you go about escalating the issue?​

A user has placed a request to perform a change which cannot be made without prior approval. Communicate this to the user through an email.  ​

You have missed out on fixing an issue/updating on an issue which has resulted in an escalation. How would you respond in such a situation?​

You observe a trouble ticket has not been followed up for 48 hours. How would you instruct your junior to work on the ticket?​