Change to Direct Deposit on 3/27/2018

Starting the evening of 3/27/2018, Duo will be required for electronic access to direct deposit and tax forms.

The Service Desk needs to be ready to support this change. To that end, you will receive a link to a mandatory training quiz via email shortly. Please complete the training as soon as possible.

In addition, printed “cheat sheets” covering the details of this change will be provided on Wednesday, 3/28/2018.

Location of Customer Equipment: Power Adapters

Team,

Recently I sent an update about the location of power adapters during a CN build for a new laptop. I said the adapters go with the computer, but it turns out that is only true some of the time.

We actually have a number of adapters (particularly for Dell). If the adapter matches one we already have, the customer’s adapter will stay with the shipping boxes and not go with the laptop during the build. This is to avoid mixing up customer adapters with our own.

I have updated our documentation to indicate that the adapter may be with the computer or with the shipping boxes: Service Desk Guide 11.0 Recommendations and Purchasing

Note: We need to make sure the location of all customer equipment is clearly indicated in the ticket. I am working on updating TeamDynamix to make this clearer. More on this soon.

Please let me know if you have questions.

Ticket Update Reminders

Team,

When updating a ticket in TeamDynamix, please be aware of the following:

  • The customer can see the “Description” field. Consider them as your audience when writing the Description. Keep it kind and professional, and as free of jargon as possible. Lucas and I are working on adding a “Technician Notes” field for comments between techs that don’t make sense to the customer.
  • Never use all caps in a ticket update. People reading that will think you are shouting at them. If you need to emphasize something, I recommend **asterisks** (TDx does not currently support rich text in tickets).
  • Check the Notify fields. When updating a ticket, remember to set someone in one of the notification fields. If you don’t, they won’t necessarily see your comment.

 

Milne Office Moves Timeline

Here are the details for our upcoming office moves. If you have questions or concerns about where you will be working during the transition or how processes may be impacted by these changes, please see the chart outside Richard’s office. If that doesn’t answer your questions, talk to Max C., Angela or Kirsten.

Timeline of Moves

  • Friday 3/23
    • We will start clearing out 213C (the old 201)
  • Saturday 3/24
    • We will reconfigure the furniture in 213A
  • Monday 3/26
    • Spring Break starts
    • We will tear down and move out of 213C; walkup customers will be temporarily redirected via signage to 213
    • Contractor begins furniture install in new 201
    • Telecom installs new phones in 213A; David and Keenan’s phones will be moved to 213A at this time
    • CN builds and dban done in 213A
  • Tuesday 3/27
    • Telecom installs phones in 201
    • Lisa moves to 201A (pending contractor break down of her existing furniture)
    • CN builds and dban done in 213A
    • Setup of 201 completed
  • Wednesday 3/28
    • 201 ready for walk-up; can also be used for call center and builds if needed
    • CN builds and dban done in 213A; 201 can also be used for builds if needed
  • Thursday 3/29
    • We will tear down 213
    • 213A used for CN builds and call center; 201 can also be used for builds if needed
  • Friday 3/30
    • Telecom reconfigures phone jacks in 213 for new layout (in preparation for staff moving to new locations in 213)
  • Monday 4/2
    • Contractor begins install of new furniture in 213
  • Tuesday 4/3
    • Contractor completes furniture install in 213
  • Wednesday 4/4
    • We begin setting up staff and student work stations in 213
  • Thursday 4/5
    • We will have a large truck available to surplus old cubicle walls, etc. Until then Milne 228 will be used for temporary storage of furniture bound for Surplus.
  • Friday 4/6
    • Setup of all work spaces completed by end of the day; afterwards builds and call center can be done in 213 and 213A (as well as 201 if needed). Walkups can be handled in all areas. Dbans will be done in 213A.

Process changes to note:

  • CN builds
    • May be delayed 3/26 through 3/30 and possibly as late as 4/6. CN customers will be notified no later than 3/20.
    • A role will be defined for a full-time staff member to monitor builds throughout the day and ensure they are being assigned and completed.
    • After the change, builds can happen in all our work spaces. Clear notes in tickets regarding location of equipment and good adherence to process will be even more critical than before. Please be careful not to misplace customer equipment and peripherals.
    • After the change, Extension customer equipment will likely be stored in Lisa’s new office in 201A. Other CN customer equipment will either be in the Mail room or the new storage racks in 213. The CN outgoing rack will be moved to the new storage racks in 213.
  • Walk-up
    • Walk-up services will be interrupted 3/26-3/27. However, as this is Spring Break, traffic should be light. Signs will redirect customers. Let customers know we are sorry for the disruption, and that the move of the walk-up is intended to make it easier to find.
  • Call Center
    • By the time the tear down of 213 begins on 3/29, we plan to have enough work spaces in 213A to handle our usual load of calls. However, some spaces may need to double-up and do CN builds as well (we will try to limit these), or even handle a walk-in customer.  The worst days will likely be 4/2 and 4/3, as that is the start of the term and we will be space-limited on those days. By 4/4, we should be starting to get back to normal as we begin to set up work spaces in 213.
    • I am expecting some longer call wait times and higher call abandons on 4/2 and 4/3. Do the best you can but don’t worry overmuch about it.
    • More full timers will be assigned to do call mentoring after the change. It won’t be just Robin and Keenan anymore! 🙂
  • Field/On-site appointments
    • Additional staff will be added to the rotation for on-site appointments. More information to follow soon.
    • No one will take appointments 100% of the time; staff will be assigned to varying roles throughout the day. Please read calendars carefully before scheduling appointments.
    • In the future we plan to allow more ad-hoc on-site visits – that is, you take the call, you decide an on-site is needed, you aux out and go see the customer. More information about this will follow soon. (Max and I still need to work out details.)
  • Slack
    • There will be some changes to our Slack channels. More information on this soon.

 

New CN Loaner Process

CN loaners will now be tracked in TeamDynamix assets.

Documentation for all loaner processes has been updated in the IS Service Desk Process Guide. Please review and let me know if you have questions or concerns.

To view all CN loaners:

  1. In TeamDynamix, click on the application icon in the upper-left and select Assets/CIs
  2. Under Asset Reports on the left, select “CN Loaners” and click Run Report