Cosine Support

Team,

As you saw in Andrew’s June 25 email, Customer Experience (CX) is taking on desktop support for the Cosine user base as of today, July 1. For now, we will continue to call the service “Cosine” and the customers “Cosine customers”. Over time, this will probably change. For now, our goals are to ensure that the customers receive the same level of service they are used to, and that our team have the tools we need to do that.

RefTool has already been updated to show that both CN and Cosine customers are “CX supported.” Cosine supported computers are already enrolled in LAPS, so we can retrieve local admin passwords for them. For any computers that aren’t in LAPS yet, the admin password will be documented in Keeper.

The Cosine student workers now report to Max and will be joining our team. We will also be working to recruit for a new desktop support manager who will manage desktop support for the combined Cosine and CN customer base.

CJ Keist, current manager of the DRI team and former Assistant Director of Cosine, will be helping plan the project to transition Cosine support. Note that only the service desk and desktop support components of Cosine will be coming to CX. Other aspects – such as web support, research computing and server management – will be going with the Cosine staff who support those areas as they are reassigned to other teams in UIT.

We have not yet changed how Cosine users get support. Their calls and emails still route to the Cosine service points and we will probably continue to run things that way for a little while until we have a good transition plan.

However, Cosine customers have been notified of the coming changes. If a Cosine customer contacts the Service Desk now, please do your best to support them at the same level that you would a Community Network customer. If you don’t have access to a tool or documentation needed to fulfill the request, please contact Kirsten Petersen, Max Cohen or CJ Keist for assistance. Please do not refer Cosine customers somewhere else; instead, reassure them that they have come to the right place.

We’ll be working with the Cosine team to create internal documentation in our knowledge base for the Cosine user base. For an example of what this will look like, please see the department infosheets. Let me know what kinds of things you have questions about, so we can be sure to get that documented or addressed before we move service points.

I look forward to your suggestions, and hope you will join me in welcoming our new team members:

  • Grace Johnson
  • Max Davensmith
  • Andy Yu
  • Alex Wan
  • Kiernan Canavan