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.

 

Service Desk Digest 7/13/2016

Please read on for a few important updates and reminders.


Interview

If you aren’t familiar, Interview is the process where we collect important information before taking a computer to the CN build bench. Interview has recently been moved from a stand-alone application to a link within Build Tracker. We are working on getting the link in Coho updated.

interview

When setting the “Reason at Bench” please choose the primary reason this computer is being worked on. This information will be used to help understand what drives our workload.

There have been some issues with interviews for Extension. For now, Ken Howard will be taking the lead on those. Please set Ken as “responsible” on Extension interview tickets.


Scheduling Appointments

When scheduling a placement for a computer at the time of pick-up, please remember to allow 5 business days from the day/time of pick-up to placement. If the computer needs to be done sooner than that, mark it as a “rush” and inform the Bench team.

Also, please remember to send an appointment confirmation from the ticket to the customer using the canned response.

Finally, when scheduling field appointments for locations far outside the core of campus, remember to allow 30 minutes of travel time both before and after the appointment.


Student Time Reporting

Thanks to the efforts of Andrew Wheeler, Chris Sinnett, David Barber, and our colleagues in UABC, all Client Services student workers will now clock their time against a single job in EmpCenter. This should make life a lot easier for all of us and for UABC.


Changes coming this Summer

The ITIL-inspired Service Desk implementation is still under way. The call center merger is complete, and the next steps are to redefine processes for Build Bench, Campus Labs and the Walk-Up.

It is not official yet, but we are working on a plan to move the walk-up to Milne Computer Center by the end of summer (thank you, Andrew!). This will improve collaboration between teams, allow us to more easily provide walk-up services to CN customers, and will provide a reception area for the building. More details on this will be shared as the plan firms up.

As part of the change to support for the labs, we are evaluating adding support via chat. Users in the labs would be encouraged to request help via chat, but we will also provide a phone in the lab that rings the call center, and technicians can be dispatched to help in person as needed. We may also consider putting a chat tool or link to a chat web interface on CN customers’ computers.


Communicating with CN Customers

We have been making a lot of changes lately, and more are planned. We need a standard method to communicate these changes to customers. I will be sending a survey out to CN customers shortly to ask how the call center merger went, and where they would like to see us continue to make improvements. I will also be asking how they prefer to receive notifications from us.

If you have items that you would like to see included in a newsletter to customers, please let me know.


OSU and Information Services Strategic Goals

One of OSU’s stated goals is to improve “student success”; in particular, the university is looking to improve student retention and on-time graduation rates. What role can IT play in improving student success? A huge factor for students deciding to stay with the university is feeling a sense of belonging, of being listened to and cared for. When customers call us with problems – can’t login to Canvas to submit a paper, trying to figure out why their professor isn’t receiving their emails, computer infested with viruses so bad they can barely use it – we have an opportunity to show them that we care and are here to help.

At the same time, you – as student workers – have an opportunity to develop your active listening skills and critical thinking skills – skills that will serve you well in any job and really at any time in life. Learn to empathize. Show you understand what the customer is trying to accomplish, and that you care about them as a person. A 2 minute conversation with someone who is having a bad day could be the difference between whether or not they finish their college education at OSU.

Something Fun

Due to popular demand, I am thinking of starting up a regular game night for Client Services employees. One possibility would be a bi-monthly table top game night or LAN game night. If you have suggestions or would be interested in helping to coordinate something like this, let me know!


Service Desk Stats

Weekly Stats for 7/4/2016-7/8/2016:

  • Calls: 581
  • Abandon rate: 7%, 42 seconds
  • Appointments: 60
  • Computers built: 29
  • Tickets created: 600
  • Cascades jobs: 76
  • Surveys: 32
  • Average survey score: 4.3 out of 5

Know Thy Customer

Our customers are interesting people doing interesting things. For example, the Master Gardener Program is pretty cool, and you can learn about it here:

http://extension.oregonstate.edu/mg/

 

 

Mac Office 2016 Upgrade Tonight July 5th, What to Expect

Tonight, July 5th at approximately 5:30 pm the Office 2016 upgrade policy will be pushed via Casper. This upgrade is only going to the machines that have either Yosemite or El Capitan, and have Office 2011 currently installed.

What to Expect:

  • The policy will uninstall the existing version (Office 2011), then proceed to install Office 2016.
  • Included in this install is creating an alias for the Microsoft Auto Update application that will live in the Applications Directory on the macs.
  • It will remove the dock icons for the old Office applications.
  • Lync 2011 will remain on the machine since its replacement has yet to be released.

Known Issues:

  • A very sporadic issue is where Office loses its license and then asks the user to sign in to Office 365. The fix for this is to run the Office 2016 serializer package that is built into the Office 2016 installer on software. I went ahead and extracted it out and created it as a stand-alone policy in Casper. I also included the package at the end of the upgrade policy, in the hopes to mitigate this licensing issue.
  • Refer to http://itknows.oregonstate.edu/?p=6149

If you receive questions from users about the push, you can direct them to me. If users are experiencing regular issues, please consult the Microsoft support site for Office 2016, or our friend, Ol’ Reliable Google.

Below is the list of machines that are scoped to be upgraded.

Machines being upgraded to Office 2016 for Mac

The machines will pick up the policy whenever they check in after 5:30. Which theoretically they should be checking in every 15 minutes.

If you have any questions, let me know!

-C.J.