Box Training – Mandatory Fun

Most of you should have received an invitation to access OSU’s Box instance. We now have access for all of us to do the helpdesk training. To do so, please follow these steps:

  1. Login at http://oregonstate.box.com
  2. Then, go to http://training.box.com
  3. If prompted to login, choose “Login with Box” and enter your OSU credentials (username@oregonstate.edu)
  4. Follow this link to view the training – you will need to allow pop-ups
  5. The training should take about 30-60 minutes to complete
  6. Please edit this Box document and add a note about an item you think would be good to include in Box documentation or an FAQ.

Everyone needs to complete Box training by Friday, August 12. As a reminder, Box will be available for all students and employees at the start of fall term.

More useful Box documentation can be found here:

https://oregonstate.app.box.com/files/0/f/8440219937/Box_Getting_Started

https://oregonstate.app.box.com/files/0/f/8095763961/07_Helpdesk

Software Install Best Practices and Reporting Issues

Team: we have some inconsistencies with how we are doing software installations for customers. To address that, Jade is working on a  recommended best practice document for the software packages we install most often; it will be in ITKnows shortly.

Please note: the preferred method for installing Office 2016 ad-hoc is to do so via Software Center.  

If you install Office 2016 via \\software.oregonstate.edu instead, you will need to update the shortcut for Skype for Business in the start menu as it will be broken otherwise.

If you run into issues doing a software install or with other processes, please do the following:

  • Split a ticket and describe the issue
  • Set Max Cohen as responsible

Thank you!

New Face for RefTool

RefTool is currently running on an unsupported version of PHP. It also does not represent unified account information well. Its feature-set has crept over time, and it now contains many unimplemented functions and fields of questionable utility.

As such, I am working with Client Services student developers (currently Chris V. and Jorge) to put a fresh face on RefTool. This is arguably our most critical tool in the call center, as well as for field, walk-up and bench. (I am aware that other teams outside of Client Services have been given access to “RefTool Lite”, as well.)

The primary functionality of RefTool remains the same: to facilitate quick look-up of user information to help diagnose an issue and create a ticket. RefTool front-ends various other systems including Active Directory, ONID LDAP (via Contool), Cyder, and Inventory.

I also want RefTool to organize information in a way that is more intuitive for technicians, particularly for new techs who are not going to be familiar with the history of our complex IT environment.

We are in the early stages now of collecting “user stories” to ensure we capture all the requirements for RefTool.  This is a work-in-progress. The current list of user stories is here.

Please provide your user stories to Jorge.

The next step will be to create issues in Jira, a project and task-tracking system; we are working on getting access to that now. This will make it easier for everyone to see the status of feature requests and features being developed.

Call Mentors

In an effort to provide better support to call center technicians, a call mentor will be on-shift throughout the day. The call mentor’s main purpose is to assist call center technicians in finding the right information. The other goal is to reduce interruptions for other staff as they work on accounts, recommendations, or escalations.

When you are taking calls, please ask the scheduled call mentor for help first.

The call mentor schedule will be posted on the whiteboard and in the “Community Network” calendar in Exchange.

For more information about call mentoring see the ITKnows article.

 

Service Desk Digest 7/21/2016

Box

I am working on getting Service Desk technicians access to Box so that you can see what it looks like before it is implemented to campus in the Fall. More on this soon.

The Box community site provides a great deal of user-friendly documentation.  Jade is currently working on an end-user HelpDoc, and we will be documenting some known issues soon.


Interviews for Extension Customers

In an effort to improve consistency, Ken Howard will be handling all computer interviews for Extension and AES customers for now. Lisa Gillis will assign the tickets to Ken.

If you see an Extension/AES interview ticket in the queue, please do the following:

  • Set Ken Howard as Responsible
  • Set the status to “In progress”
  • Set the target date out 2 business days

If an Extension/AES customer calls in for an interview, please complete the interview via Build Tracker and then assign the ticket to Ken per the above.


Changes coming this Summer

Some of you may have heard about some organizational changes that our director Andrew Wheeler announced at the managers meeting this week. All full-time staff were invited although not quite everyone was able to attend. For student workers, this should not impact you greatly, but I encourage you to talk to your supervisor or manager if you have any concerns.

The intent of these changes is to help clarify roles within the Service Desk.

As a reminder, when we are done implementing the Service Desk, the following will be true:

  • We will have a single phone/email point-of-contact for all services provided by Client Services (mostly done).
  • Everyone will be able to get support at the walk-up, including Community Network customers with OSU machines.
  • We will likely share tools for imaging machines.
  • All students will clock hours against a single job.
  • We will share one set of training materials and documentation.
  • We will provide excellent service to our customers!

Communicating with CN customers

The customer survey went out today. I will close it on Tuesday, July 26, and should be able to include some results in the next issue of this digest.


Employee Satisfaction Survey

I sent a survey out to everyone currently working Call Center, Field and Bench. I am not quite ready to share the results of that survey, but I will do so soon. Thank you again to everyone who took the time to provide feedback.


Something Fun

I would still like to start up a weekly or bi-monthly game night, but I need a volunteer to help coordinate. Maybe we should make Jeff do it? He’s cheerful, right?


Service Desk Stats

Weekly Stats for 7/11/2016-7/15/2016

  • Inbound Calls: 635
  • Outbound Calls: 178
  • Appointments: 78
  • Computers built: 36
  • Tickets created: 661
  • Tickets processed same day: 76%
  • Cascades jobs: 103
  • Surveys: 31
  • Average survey score: 4.7 out of 5

Know Thy Customer

Dr. Janine Trempy has been appointed the Associate Vice Provost for Academic Affairs. Dr. Trempy is a professor in the Microbiology department and has been at OSU for 27 years. You can read about some of her research in Terra.