IT Help Desk

Tickets & Customers

100

What are the most important questions you should ask a customer?

Their name, their issue, location, what type of device (Emerson-owned vs personal), C-tag

200

What is the Help Desk Phone Number?

617-824-8080

300

How can a customer submit their own ticket?

Support.emerson.edu and email!

400

Who do you escalate tickets to?

Fulltime staff

500

When should you put in a ticket?

ALWAYS and for EVERYTHING

Yes/No?

100

Do we support Adobe Creative Cloud?

Yes, all full-time students and staff members receive the Adobe package!

200

Should you make a ticket if the issue is quickly solved over the phone?

YES!

300

Should you ask the user for their password?

NO, NEVER

400

If there is an issue with the Emerson website, do we handle it?

No. (It is handled by Web & Digital Services)

500

Do you use your username (first_last or first.last) to log into eduroam?

No, has to be your full email!

Loaner Laptops

100

How long can loaner laptops be checked out?

2 weeks!

200

If we are low on laptop chargers, can you vend out a loaner laptop charger without the laptop?

No, the loaner laptops must contain all components of the 

300

What componets are part of the loaner laptop kits, and should always be checked out/in together?

Bag, laptop, and charger! Do not separate these things!

400

What should you do if a loaner laptop is not returned on time?

Start a ticket to remind the user to return at their earliest convenience. If it is more than a few days notify Shelby, so we can put a hold on their account. If it has been over a week we should continue the ticket and CC their department chair.

500

What should you always do before letting a user leave with a loaner laptop?

Make sure they can log in!

Troubleshooting

100

How to connect to Wifi?

Eduroam, full email, Emerson password.

200

What do you do when the computer login is showing on the projector and not the computer screen?

Change mirroring settings (shortcut = command+F1)

300

What are the steps for a password reset?

1. Direct user to forgot.emerson.edu

2. Have them enter their Emerson username (either first_last or first.last)

3. Have them check their personal email on file for the 6 digit PIN code

4. Enter that code into forgot.emerson.edu and reset the password

400

How do faculty and staff print at Emerson?

printerlogic.emerson.edu

500

How Do I Set Up The VPN?

vpn.emerson.edu

[e-mail]

Misc.

100

How do you transfer a call?

Use the transfer sheet or Emerson.edu directory to find a number! While on the call hit transfer, enter the 4 digit extension (or for external number 9 then 1 then the full number) and then once ringing, hit complete!

200

What Slack channels should you keep an eye on during shifts?

#it-helpdesk

#students-only

#it-studentupdates

300

How do you push a print job and when should you charge the user?

My Print Center Admin! Charge the user if it is their first attempt to print something (unless they work at HD, FREE PRINTING!!)

400

Can we work on personal devices?

Yes, to a certain extent! We want to give our best efforts with personal issues, but we cannot make changes physically. We can especially help with getting Emerson software (Microsoft, Adobe, etc.) on personal devices!

500

Where are the print kiosks around campus?

list