Category Archives: Call Desk

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.

 

Call Center assistance expectations

The managers would like to clarify expectations during times you help out in the Call Center.

Max is the quarterback for the Client Services Call Center; he calls the shots when it comes to logistics. Max may reach out for call center assistance from people who are not regularly assigned to the call center in times when additional coverage is needed.

The managers want to clarify expectations for that assistance.

Phones: If Max asks you to help with calls, you should sign into the split and AUX in to take calls. Using a computer in the call center area is recommended as it facilitates communication with the team. Joining the #callcenter channel in Slack is also recommended. Unless Max specifically asks you to help in the queue only, or do some other specific task (such as assisting other phone technicians) you should assume that taking calls is priority number 1. This is usually where we need the most help.

Prior obligations: If you have conflicting priorities that would prevent you from taking calls (such as an appointment with a customer), please let Max know.

If you have any questions about these changes, please discuss with your manager. If you need training or a reminder on how to do something, please ask Max or another member of the regular call center crew.

Call Center Update – 4/21/2016

Colleagues,

Lately I have been less of a funnel of information and more of a black hole.  We have a lot going on, and I will do my best to hit the highlights here. If you ever want to know more about something, please contact me or your manager.

Speaking of managers:

Some of you who are student workers may not know who your manager is. To clarify: Max Cohen, Samuel Rudin and Jeff Bonnichsen are the current student supervisors. You will work with one or more of them on a daily basis; they will assign you tasks, review your work and give you feedback regularly. Lucas Friedrichsen, Chris Sinnett, Ed Ostrander and I (Kirsten Petersen) are managers. We are responsible for hiring/firing, discipline, conflict resolution, as well as performance feedback. If you have a question or problem, you should generally take it to your supervisor first. If you work in more than one area, take the problem to the supervisor you work with most. If your problem is *with* your supervisor, take it to your manager. If you don’t know who your manager is, please look in the TSS Management tool (linked from RefTool).

Please note that all of the full time staff also have a lead role and may assign you tasks and provide feedback on your work. They may share that feedback with your supervisor or manager as well. They are also a fantastic resource to you if you need advice. Just… read the section below about asking questions first.


 

Asking questions is a good thing.

There is an art to asking questions. You need to be respectful of the other person’s time, you need to bring them the right information to approach the problem, and you need to be willing to learn.

Kirsten’s Guide to Asking Questions:

  1. Gather all the pertinent information and have it ready. The first thing I will ask you is: who is the customer, and what are they trying to do? If you can’t answer that, it’s back to the drawing board for you, and a pointless interruption for me. Also, it’s a delay in resolving the customer’s problem. You should know if this is a laptop, or a Mac, or if the customer is in Hermiston. You should know if they have another computer to use or are dead in the water. You should be so intimate with the problem and what the customer is trying to accomplish that you can speak for them.
  2. Tell me what you have tried. I hope it goes without saying, but: you should have tried some things first. And I don’t mean random things. You should have looked at our documentation and troubleshooting templates (TemplateHub). You should have asked the customer a lot of questions. You should have seen the error they are seeing, or checked the logs. When you come to ask me for help, tell me what steps you have tried and exactly what the outcome was. Be as specific as possible. There could be important clues there to help solve the problem.
  3. Tell me how urgent this problem is. If the customer is still waiting on the phone and they can’t do their job and you have tried everything and are stuck, this is probably urgent. If the customer has a work-around and you are just curious what the right answer is, that’s a very different thing. If I know how urgent this is, I will probably respond differently.
  4. Be willing to learn. Don’t just punt a problem to me and then wash your hands of it (not that any of you would do that, right!?). You should be coming to me because you want to know how to solve this yourself next time.
  5. Help others. Let’s say you went looking for an answer in our documentation and could not find it. You had to ask for help, you got the answer, and you learned. That’s great for you, but doesn’t help your coworkers much. Take the initiative and update the documentation – or at a minimum, let your supervisor know that the documentation is lacking.

 

Things Going On in Client Services, Information Services and OSU

Note: you can always check on the status of large IS projects here: http://is.oregonstate.edu/strategic-plan-projects/project-management

Box

Box is a cloud storage and collaboration platform provided via Internet2 NetPlus. OSU IT leadership met at a storage summit last year to discuss the merits of Box, OneDrive and GoogleDrive, and came to the conclusion that Box provides the best features to meet the university’s needs. In particular, Box should provide better business continuity, better local synchronization tools and better cross-platform feature parity.

In addition, Box is expected to integrate with Office 365 (replacing OneDrive), with Canvas and with Kumo. The project team are targeting Fall term 2016 to make Box available to campus.

A sole source justification has been done for the purchase of Box, and the contract is presently in PACS. A project team has been established, and I am on it. I will provide regular updates here. Currently, we are in a pre-pilot testing phase. The features in the pre-pilot are not what we expected and the implementation team are looking into that problem (it may because we are not under contract yet).

Initially there was much conversation about this service replacing CN-Home and CN-Share, in addition to ONID-FS (the Z drive). CN-Home and ONID-FS home directories seem like a no-brainer, but whether department shares will move to the cloud is a bit unclear at this time.

While it is true that Google Drive is not going away, it is my understanding that the university will declare Box the preferred, supported cloud storage solution.

Exchange Online

The Identity & Access Management team have confirmed that OSU will most likely be migrating to Exchange Online around Fall 2016. They ran into some legacy configuration that held them up, and are working through that now.

Getting all employees unified and enabled for Office 365 is still a pre-requisite for Exchange Online, but is almost complete.

Service Desk, ITIL, ITSM and Team Dynamix

Most of the full-time staff in Client Services attended ITIL and ITSM training this week. All of the directors in Information Services and staff from many other units also attended. The goal of the training is to get to a shared understanding of ITIL principles among IT staff who will use Team Dynamix on a regular basis. We couldn’t send student workers to the training, so I will be doing my best to share what we learned with all of you.

ITIL is a set of best practices that is about aligning IT with the needs of the business it supports, and ITSM is a discipline that breaks down IT management into specific processes.  The adoption of the new Team Dynamix tool for ticket tracking has been a catalyst for us adopting more ITIL practices. In particular, we will be adopting Incident Management, and will be transforming much of Client Services into a Service Desk that serves as the single point of contact for all services provided by Information Services.

Our director, Andrew Wheeler, will be sharing more information with all of you about these changes soon. I know many of you are concerned about what this means for our service to our customers, and for your daily work, so I am working to share as much information with you now as possible. Please be aware that this project is still very much in the planning phase.

The first stage of creating the Service Desk will be to consolidate workflows of the OSU Computer Helpdesk, CN call center and CN field team. This will be my primary focus for the coming weeks. I am working now on mapping out detailed tasks in TeamWork, and you will all have access to view the project there soon.

ITC Recruitment

The recruitment to fill Tom Loveday’s vacant position is in progress. The position has been posted and is open until Friday, April 29th.  The posting is here, and you are welcome to share this with anyone you think would be interested:

https://jobs.oregonstate.edu/postings/23568

The hiring committee members are: Kirsten Petersen, Max Cohen, Keenan Carr and Kaelan Rasmussen. I am also working to add a search advocate from a department outside of Information Services.


Training and Skills Assessment

I will be following up with many of you soon to put together a detailed profile of your skills and to work up a formal training plan. If you already have a LinkedIn profile with that type of information in it, please connect with me there.


Kudos

Kudos to Chris “CJ” Johnson for suggesting that we shift the student field techs to same-day appointments only. This has allowed us to have greater flexibility in responding to urgent site visit requests.

Kudos to Josh Zheng for advocating for the “call assist” role in the call center. We are still ironing out the mechanics, but the idea is that there will always be a seasoned tech in the call center who is available to assist people in calls. This person stays out of the phones, works the queue, and helps on difficult troubleshoots. This is helping to improve the quality of our service and increase first call resolution. Kudos to Robin Castle as well for helping to make this work.

Kudos to Ken Howard for suggesting that when process changes are made, the impact is clearly spelled out for each of our workflows. This came up when we decided to implement named user licenses for Adobe Creative Cloud and I neglected to consider how that would impact computer imaging. I have committed to follow Ken’s suggestion on future communications of changes.

And a sincere “thank you!” to all of you for patiently answering my many questions, putting up with the massive amount of changes we have been going through, and making suggestions that will ultimately make us all more successful.

 

OSU Alert – Rave

OSU is in the process of moving the OSU Alert emergency notification system to a new vendor. The old system was Blackboard Connect and the new system is AT&T Rave. More information about OSU Alert can be found here:

Troubleshooting:

All Client Services employees have “helpdesk” access in the Rave portal. Login with your ONID/Unified account at https://www.getrave.com/login/oregonstate. Once there, you can view settings for customers but cannot make changes.

All current OSU employees and students are automatically populated in the OSU Alert system with their OSU email. They will need to sign into the system to add other information such as home phone numbers, cell phone and SMS text, or additional email addresses. The logic for populating people in the system has changed a bit. If someone is not in the system, ask them if they are a current student or employee. If they are, please escalate the issue to me by setting the ticket responsible to Kirsten Petersen.

For issues with the Rave system itself, we can escalate to their technical support, but please do not refer customers to them directly.

Rave Tech Support: techsupport@ravemobilesafety.com, (888) 605-7164 + Option 3

 

Milne 213 Welcome

Team,
A few important things to make you aware of in our new space:
  • Before putting up any decorations or moving furniture, etc., please check with me or Max Cohen. Our space is shared now with other staff in Client Services. As such, we have a little less latitude about decorations and such. Keep it clean and professional.
  • Break room: the break room is downstairs next to the rest rooms. There is a key for students (and a check out form) hanging up in the inner office at the bench. Also, all full-timers have a key to that door.
  • Door access: Lucas is working on getting us electronic access to the 213 door. For now we have been leaving it propped open while staff are here, but once we all have door access it will be locked 24×7.
  • Supplies: There are some kitchen type supplies (napkins, utensils, plates) in the drawers across from my cube. There are also some office supplies (pens, sticky notes, tape, staplers, printer paper) located there. Miscellaneous hardware such as cables and computer parts are located in the large gray cabinets in the back office. Note: we are still getting settled in and things are likely to keep moving around for a bit. Come ask me if you can’t find something.
  • Printer: Will be set up as \\iscs-printq.tss.oregonstate.edu\MCC-213-HP-LaserJet-P3015 as soon as the port gets set to the correct VLAN. For now you can print to it at: MCC-213-HP-LaserJet-P3015-temp.tss.oregonstate.edu

Let me know if you have any questions, concerns, ideas, existential angst, etc.

Welcome to Milne.  🙂

MILNE COMPUTER LAB UPDATES – December 30th

All Dell Windows computers were updated (Citrix PVS image) in Milne on Wednesday, December 30th.

Bug fixes, improvements, and updates:

  • Fixed Adobe After Effects intermittent crash error 0 :: 42.
    • The fix was to update the video drivers.
  • Fixed newly introduced Adobe After Effects error about not having a disk cache configured.
    • I’ve created a folder C:\Temp and have configured the default user profile to point the cache there.
  • Fixed GPU performance error for Adobe Illustrator.
    • I’ve configured the default user profile to disable this feature and stop prompting the user.
  • Removed the Java update application from the run key in the registry. This should stop the update notifications.
  • Applied Windows updates.
  • Applied Ninite updates.
  • Applied Adobe CC updates.

Newly installed applications (by request):

  • TeXnicCenter
  • MiKTeX
  • MPlus
  • Eclipse IDE

Applications removed:

  • Winsent Innocenti

Canvas Support Tips

We are getting more requests about Canvas now. Here are some reminders to help you with these requests.

Canvas Login: http://oregonstate.instructure.com

Best way to get to the Canvas login: Go to the OSU home page, click on “Online Services” and click on the big, happy Canvas button. Canvas is CAS-based auth, so you will be directed to the CAS login.oregonstate.edu page (unless you are already logged in to CAS).

If people can’t login, they should contact OCH for help.

For most other questions, customers should click on the “Help” link in the upper-right corner within Canvas to get help from Instructure. If they submit a ticket there, or use the online chat for support, the OSU Canvas team will be able to see that information.

If OCH and Instructure can’t help, we escalate to the OSU Canvas team: canvas.support@helpdesk.oregonstate.edu

When escalating, please include username, course/section number, and problem description.

 

Dorm network connections – common issues

ResDesk – “No name” listed

We now do NOT think the “no name” issue is keeping people from working. It is a bug in ResDesk that we are going to fix today. All the devices are registered properly in the DHCP table for people that show up that way in ResDesk.

Xbox devices – not able to connect

For Xbox systems…  Try shutting down the Xbox by holding down the power button to do a full shutdown, then leave it shut down for a while. I’ve been told there’s a way to shut down the Xbox with hand gestures, but that doesn’t really shut it down. I think it just puts it into a “sleep” type mode. You want the Xbox to do a full shutdown by holding the power button.

Other devices not able to connect

Check for static IP and DNS entries for the network adapters.

Change both to dynamic.

Some directions for Windows are here – Windows 8

http://kb.mit.edu/confluence/display/istcontrib/Windows+8+-+Set+up+with+a+Static+IP+Address

Check the DHCP logs here for the MAC address if useful

https://tools.nws.oregonstate.edu/dhcp/

UPN changes for students – impact on Office 365

All,

The student UPNs will be changing on September 12 from user@onid.oregonstate.edu to user@oregonstate.edu. This has some specific impacts on Office 365. Please read – I anticipate a large number of calls. 

  1. The way they login to Office 365 will change. When you help a new user login for the first time, please make them aware of the change happening on September 12.
  1. Connections from Office and OneNote to files in their OneDrive will break. The symptom of this problem will generally be a yellow triangle with an exclamation point in the Office or OneNote apps. The solution is to repoint to username@oregonstate.edu. I will verify that we have a help doc on this issue.
  1. Links to shared files will break. The resolution to this is to re-share the files. This may impact College of Business students more than others as they use these features more. They can also get help from the COB helpdesk.

-Kirsten Petersen, IT Manager
Information Services, Oregon State University
http://oregonstate.edu/is

From: dca-all-bounces@lists.oregonstate.edu [dca-all-bounces@lists.oregonstate.edu] on behalf of Lomax, Erica L [Erica.Lomax@oregonstate.edu]
Sent: Thursday, August 27, 2015 17:46
To: DCA All
Subject: [DCA-All] 9/12 – Login changes to Google and Student UPN changes

On Saturday, September 12 starting at 8am the IAM team will be making changes to the logins and email addresses at Google for all users, student Active Directory User Principal Names (UPN), student primary email addresses, and UPN updates for a subset of other users.  It is anticipated that the set of changes will take approximately 12 hours on that date.

 

A summary of what is changing is as follows

o   If a graduate student account is pending unification and the UPN has already been assigned to the non-ONID account, no account update will occur.

  • UPN on ONID accounts for Employee & Associates that are located in the ONID OU in AD and do NOT have an existing identity match (PIDM) will be set to user@oregonstate.edu

If you would like a copy of your domain/OU’s users and their current identity match (PIDM) status, please send an email to IAMTeam @oregonstate.edu and let us know what domain or OU and we will provide you with a file.  It will contain the user, their non-ONID domain account and matching ONID account, if matched. You can use this file to fill in the missing ONID matches and return it to us to update AD with the matches.

 

Helpdocs are under development about the impacts to end users.  There will be email messages sent to the users via inform lists regarding the changes.

 

Please let us know if you have questions.

 

 

Erica Lomax

Director, Identity and Access

Information Services | Oregon State University

P: 541-737-3619