Tag Archives: dixon rec

Service Desk Digest 9/26/2016

Welcome to the start of a new school year!

There is a lot going on. I will do my best to capture the most important updates.

As a reminder: if you are ever wondering about the status of something, please ask me. When I get questions, it reminds me to put it in the digest and share the information with everyone.

Milne Computer Lab Staffing and Support

We were not planning to staff the lab this fall, and the building was supposed to be getting locked outside of Service Desk hours. However, we do not have everything in place to make this work yet. For now, we will be staffing the computer lab, but only during hours when no one is at the Service Desk.

During Service Desk hours, customers may pick up the phone at the desk downstairs and they will ring the call center in 213. If the customer needs help in the lab, we can dispatch someone from the walk-up – please ask in #sd-walkup on Slack. If no one in walk-up is available, we can send someone from the call center to help.

Please NOTE: Client Services supports the computer labs. If it helps, please think of them as CN-supported computers. The customers may not be CN customers, but the computers are ours to manage and support. We have admin access to the computers in the labs, and should create tickets in the Campus Labs queue in Coho for any software or hardware issues we cannot address. Issues in the computer classrooms are higher priority than those in the drop-in lab area as they have the potential to impact instruction.

I’m working on cleaning up lab documentation in ITKnows. For now, please familiarize yourself with at least the following: http://itknows.oregonstate.edu/?p=5982

Changes for IT Support for Dixon Rec, MU, SEC and Cultural Centers

Guy Boulanger was the previous DCA for MU and Dixon Rec departments. He is leaving OSU, but will continue to work part time for the university for a bit.

Some of these groups are being supported by department IT, some will shift to Housing IT under Chris White, and some have come on to CN service.

Dixon Rec – Andrew Struthers (millisa) is their IT contact.

MU, ASOSU, SEC (not DCE) – For now support contacts are as follows:

  • Phone: 71193 (students staffing this and Guy part time for a little while)
  • Email: stuadmin@oregonstate.edu

DCE (a.k.a Cultural Centers) – This group used to be supported by Guy and is coming on to CN support, but have not been onboarded yet. Todd Soli is working on that this week.

AABC – Part of this group used to be supported by Guy and has come on to CN support, but have not been added to Inventory yet. Their student worker accounts will be moved from FS_Mail to CN.

Chris also let me know that his team are hiring two new ITCs – one for Housing and one for Guy’s former customers. Both will report to Chris White and the team will cross-train with each other.

I will be meeting with Chris White in a week or so (once the term has settled down) to nail down good documentation on our side of who does what in their team. For now, please be aware that what RefTool shows for support contact may not be correct for the groups listed above.

Know Thy Customer

If the customer you are helping is a Community Network (CN) customer, you should know that we provide a different level of service to these individuals.

Always look the customer up in RefTool and check the “Support Team” field. If it says Community Network, you need to be aware of the following:

  • We provide desktop support and computer consulting to this customer. Avoid referring them elsewhere unless you are 100% sure that is appropriate.
  • We have responsibility for the good working order and security of the customer’s computer, printer and peripheral devices and will help coordinate with Telecom on network issues.
  • A ticket for a CN customer should not be closed until the problem is resolved. Escalate to management if you are not sure what to do.
  • Some CN customers are in remote offices and there are special workflows with respect to network troubleshooting, computer builds and ordering hardware. Talk to Max if you are not sure about this.
  • We support the person and their computer(s).

Community Network customers pay for contracted desktop support from Client Services, and we need to make sure we are providing the level of service they expect. If you are ever not sure how to handle an interaction with a CN customer, please seek advice from a full-time staff member.