Policies/Procedures
How do you request schedule changes?
What is email Servicedeskfte@shsu.edu
Client got a new phone, and has to...
What is reactivate?
What is our Service Desk greeting when answering the phone?
Thank you for calling IT@Sam Service Desk, my name is _______. To better assist you today, can you please provide me with your Sam ID or username?
How does the Service Desk provide it's support methods?
Phone
Bomgar
Walk In
Steps that should be taken before asking an FTE for help?
Gather relevant info and impact
Rebooting the computer
Look at KA and past tickets
You have an upcoming trip next week, what steps do you take?
Email servicedesktechs asking for someone to cover the shifts you are missing. E-mail servicedeskfte with the shifts you will be missing and who will be covering your shifts. Remember it is up to you to work with your peers to find coverage.
Option for user when they have no cell phone, no tablet, no landline, no laptop
What is a Hardtoken?
A client walks into the Service Desk what is the first thing you say.
Greet them and ask them to please sign in to the kiosk up front.
A customer calls in with a problem and says he knows the steps to fix the issue but lacks the permissions. You being the savey techie you are know these steps will not work,how do you go about helping the client.
Work the the client to get them to try your method t resolve the issue and then have them verify the issue was resolved. To help lower our handle time it is not recommended to go through with steps that could create more issues.
The client is reporting that the desktop they are working on is not turning on. What steps do we take to resolve the issue?
Does the office have power?
Are all the connections secured?
Does the monitor power on?
Is anyone else having issues?
These forms are required for the check out process of a "New" device
What is an RA-22
How do you help someone with no offsite contact on file?
What is an OTT
Bonus
Bonus
How do you deescalate a distressed client?
1. Do Not Take the Anger Personally
2. Keep Calm and Carry On
3. Listen Without Interruption
4. Display Empathy
7. Suggest Realistic Steps for Resolution and solution
A client calls in saying whenever they print the printer is printing garble and garbage text.
Update the printer driver.
Client calls in to request we install an application. What steps or actions do you take next?
Check to see if the software was approved, get with team lead letting them know the approval ticket # and the software that is being requested verify with team lead before installing. If not approved inform them this will need to go through a review before it can be installed.
Client reported fraud via a Duo push, what steps do we take?
We attempt to call the client at number on file t oask if this is a legitimate report of fraud, if no contact leave a VM and send the Duo Onestep for fraud and then close the ticket.
Top three attributes someone working at the Service Desk should have.
Open-ended
A remote employee VPN's in via myaccess and is getting a connection error. What can we do to troubleshoot?
Ping on camus device they are conencting to
if you get a reply ask fte to reboot
if no reply ask if that have someone on campus who can verify the device is on
offer myworkspace as temp workaround
When not on the phone what should we be doing?
reviewing KA, going through teams tickets, call back clients,completing LIL trainings
Which types of users have an Email Account? (Think of the roles that users can have)
ALumni, Retiree, Staff , Faculty
Telling a customer what we can do for them instead of telling them what we can not, is an example of ______________________
What is overcoming obstacles/resolving customer complaints?
Attentiveness, recognition, personalization, consideration, appreciation, and delight are all ways of creating ___________________ for our customers.
What is a memorable experience?
Someone calls in saying they just got a message the room will shut off in two minutes since it's not in use. What do you inform the client to do?
What is press the big green button?