Customer Service Training
On Tuesday 8/9, all full-time staff in Client Services attended a customer service training provided by Kristen Magis from HR. The goal of the session was to work through the training modules and customize them to our needs. Kristen will also be helping us turn this into a Canvas module so that student workers can do the training ad-hoc.
Box is slated to be made available to all students and employees in a soft launch on September 7. The Service Desk is the tier 1 point-of-contact for Box support.
All Client Services staff and student workers (everyone who is here this summer) should be able to login to oregonstate.box.com now. If you had trouble accessing the training before, please try again via this method:
- Login to oregonstate.box.com.
- Click on “Get Training” on the right.
- If this is the first time you have gone to the Training site, wait 1 day before doing the next step.
- Search for “Helpdesk Essentials”, click on it, and choose “Launch”.
- If that doesn’t work, click on your profile at the top-right, then choose “Transcript” – the training should be listed under “Active”.
Walk-up Moving to Milne
There is a project underway to move the repair and tier 1 services of the walk-up desk from the Library to Milne before school starts in September. The checkout and production services will stay in the library. If this move happens, it will be during early to mid September.
The project team is: Andrew, Kirsten, Max, Samuel, Jeff, Richard, Ed. Ping one of us if you have questions or concerns.
I am currently working on the communications plan and CAB request for this change.
Walk-up folks please note: Community Network customers will also be able to bring their OSU-owned computers to the walk-up for assistance, but we will not be promoting this service until later in Fall. For now, if a CN customer comes to the walkup, please DO NOT TURN THEM AWAY. Ask for their ticket number, or look them up in RefTool to find their ticket, and call the 78787 number if you are not sure what to do.
New IS Website
The Information Services website is being redone, and the new one should be going into production either late August or early September.
You can view the dev version of the new IS site here. I am still working with Sher Fenn to update much of our content.
Citrix XenApp (apps.oregonstate.edu) has replaced RemoteApps. The Service Desk is the tier 1 point-of-contact for all Citrix requests. Escalate issues to the Campus Labs queue in Coho as needed.
The name of this service may change, but for now we seem to be calling it “Citrix” or “Apps”.
OSU-Cascades New Building
The grand opening for Tykeson Hall is September 13. Greg Chilcote and Shannon Osborne were busy last week getting things ready.
With things being very busy in Bend and with OSU-Cascades expanding to more locations, we are encouraging CN customers at OSU-Cascades to call the call center for support rather than arm-grabbing Greg and Shannon for everything. Always make note of where a customer is located when talking to them on the phone. We can send Greg and Shannon to field appointments in Bend just as we do with field techs here in Corvallis. Max C. is working on getting travel time information to assist us with scheduling.
New Email Address for Service Desk
Beginning with promotional events this Fall and with changes to the IS website, I will be promoting a new email address for contacting the Service Desk.
The official contact information for the Service Desk is as follows:
IS Service Desk
Phone: 541-737-8787 (Corvallis/Statewide), 541-322-2051 (OSU-Cascades)
Walk-up: Valley Library, main floor lobby area (until this changes)
Fall Service Desk Hours
With the move of the walk-up to Milne, we will be syncing up the call center hours with the walk-up. Our fall hours for walk-up and call center will be:
IS Service Desk Hours
Team Dynamix Update
We are getting ready to reboot the project to roll Client Services to Team Dynamix, our new ticketing system.
Lucas Friedrichsen will be heading up this effort, with Paul Bunn as the project manager.
I can’t give an exact time frame yet, but if all goes well, we will be migrating the Service Desk from Coho to Team Dynamix in mid-to-late Fall term.
We will address other groups who use Coho after the Service Desk operations have moved.