Collect Computer Information
When helping a CN customer, ALWAYS record the computer name, inventory ID or serial number in the ticket.
While we’re at it: always ask who the customer is, too, like this:
- Tech: “IS Service Desk, this is <name>. How may I help you?”
- <Listen to user request>
- Tech: “Okay, before we get started can I get your OSU ID or name?”
(See Call Processing Workflow.)
If we don’t know who the customer is or what device they are using, it’s hard to help them properly.
OSU has standardized on Box as the official cloud storage and collaboration platform. Over the coming months, we will be working on updating the IS web site, documentation, and apps we install on CN builds to reflect this change. If customers ask whether they should use Google Drive or Box, please advise them that Box is the preferred platform.
As a step in that direction, Client Services will be standardizing on Box as our storage and collaboration platform. You should all have received an invite today for a box folder called “ISCS All” – please let Kirsten know if you did not.
Coming Soon: Duo
Duo is multi-factor authentication that will soon be available to all OSU employees, including student employees. We will be promoting Duo during our fall engagements at University Day and other events.
The Service Desk will provide tier 1 support for Duo. For more information, see the Duo Service InfoSheet.
Coming Soon: Localist
Localist is a tool being implemented soon to replace the OSU event calendar located at calendar.oregonstate.edu. Users of the current system were contacted today about this upcoming change. If you get questions about Localist, please make a ticket and assign to Jill Swenson.
HelpDocs Moving to TD KB
Some time before fall term starts the HelpDocs customer-facing documentation site will be moved to the TeamDynamix Knowledge Base. This project is still in the planning phase.
What’s in it for you? After this change, all of our documentation – internal and customer-facing – will be in one place. I am aware that there are serious problems with the way that the search works in TeamDynamix. Part of the project involves addressing that issue, and I will post more about that later.
Status of macOS High Sierra
High Sierra has been added to our OS Life Cycle page, and an announcement is going out shortly to the CN-Announcements list about it. High Sierra is in preview, and while we are not recommending it for CN customers at this time, we will do our best to help them if they need to install it for some reason. We will fully support it for CN customers when it is released for general use in the fall.
Register Docking Stations for Wired Network
Please remember to register docking stations for the wired network. If we miss that step, customers will be connecting to the wireless network without realizing it and may have unpredictable results.
In Other News…
In case you’ve ever wondered what it’s like to work at CERN (and I mean, really, who hasn’t?) here you go:
Happy Friday, everybody!