Show:
Call Categories
IT Departments
HelpDesk Procedures
HelpDesk Staff
Troubleshooting
100
Place the call in this category when they have been locked out of their eID account.
What is Password?
100
You would log a call to this group if a faculty member need a machine set up.
What is Desktop Services?
100
The amount of time you should arrive prior to all scheduled shifts or meetings.
What is 5 minutes?
100
They went to Dabney S. Lancaster Community College.
Who is Richard Blankenship?
100
The first document to check for basic steps.
What is the Yellow Sheet?
200
Place the call in this category when the customer calls to have their new computer setup.
What is Setup/Installs?
200
Log the call to this group when the fan is bad in the customers Dell laptop.
What is PC Services?
200
If this rings after 5:00PM, answer by stating "Hello, this is _____"
What is the bat phone?
200
They have a MBA from JMU in Information Security.
Who is Mohammad Sumbal?
200
What you should instruct the customer to do first in majority of cases.
What is restart the machine/ computer?
300
Place the call in this category when the call deals with a Novell issue.
What is Network?
300
Send the call on over to this group when the phone jack is hanging out of the wall.
What is Telecom?
300
PLAY MAKE THEIR DAY BE THERE CHOOSE YOUR ATTITUDE
What is the Fish! Philosophy?
300
They enjoy religion and theology.
Who is Scott Mersiovsky?
300
Have the customer run this on their Dell to help determine the issue, that isn't virus or spyware related.
What is Dell diagnostics?
400
Label the call in this category when the customer cannot log in to ecampus.jmu.edu.
What is Web Systems?
400
During CMIB you may need to send a call to this group to help a freshman with her connectivity.
What is CampusNet?
400
You must pay if you lose your HelpDesk issued key.
What is $50.00?
400
They say that Battlestar Galactica is a favorite TV show of theirs.
What is Ben Carnevale?
400
Do this to allow the customer to obtain a new address when working with network connectivity issues.
What is IP release/renew?
500
Place the call in this category when the customer needs to install Oracle desktop client.
What is Software Support?
500
This department corrects issues with NWDATA1.
What is Network Engineering?
500
"JMU Computing HelpDesk. This is _____. May I have your eID?"
What is the standard helpdesk greeting?
500
They graduated from VT with a degree in Biology.
Who is Debby Boyle?
500
Customer must be logged in as this to install new software.
What is an administrative account?