Tag Archives: operators

Service Desk Digest 2/13/2018

SupportRemote Account Missing on Windows 10 1703 Machines

It appears that Microsoft has made a security change that broke the process we were using to push the local SupportRemote account to Windows computers. The local Support account is still showing up on new computers because it is built into the base image. Note: do not give the Support password to customers.

I have put in a request to the Endpoint team to include SupportRemote in the base image in order to address this issue. (Ticket: 4959306)

Related: Ben and I followed up again recently on the request to get the AD schema change in place to allow us to test LAPS for Windows local account management. The decision about making that change is still pending creation of an AD committee to review the change. (Ticket: 2456940)

Driver Updates and “Dell Command | Update”

It was brought to my attention recently that our build process does not tell the technician to apply all driver updates. It was my assumption that we were already doing this, but in some cases we clearly have not been.

Going forward, I would like to see all driver updates applied as part of the build/rebuild process. Our documentation and BuildTracker steps will be updated to reflect this change.

When building Dell computers, please install the Dell Command | Update utility and apply all critical and recommended driver updates. This software can also be used when doing phone support to help address potential driver issues. (Please remove the software after applying driver updates so that it doesn’t pop-up confusing reminders to the customer.)

In the future we may include the Dell Command | Update utility in the CN image and/or push driver updates via SCCM. For now, this is a good tool for you to know about.

Duo Hardware Tokens Now Available

Customers may now buy hardware tokens for Duo at the OSU Beaver Store. A self-registration site will be launched this Thursday.

Documentation about the hardware tokens can be found here:

Organizational Charts for Infrastructure & Operations Teams

There have been some recent changes to Infrastructure and Operations teams. A new formal Endpoint team has been formed and reports to Brandon Wells. The Server Support team has been absorbed into the Infrastructure team, which also handles requests related to shared infrastructure (formerly “SIG”); a recruitment is underway for a new manager. Steve Fowler is now managing the Telecom team, but is still a point-of-contact for Box support (along with Gaylon DeGeer).

Please see the Organizational Charts folder in our team Box site for details.

These changes are being made in TeamDynamix as well, and our documentation will be updated shortly.

Reminder about Build Check-off Process

There was some recent confusion about the computer build check-off. Please note that are still doing a check-off process; the steps are clearly listed in BuildTracker. What changed recently is that anyone who has been trained on builds can now do the check-off, and you can complete the check-off for a computer you built. There is no need for a second technician or a specific person to do the check-off.

Please let me know if you have any questions about this.

Change to TeamDynamix Feed

In a recent update, TD changed the way replies to technician updates on a ticket are displayed. You will notice that if a customer replies twice to the same technician update, the technician update will be listed twice in the feed, with the customer replies listed separately. This keeps the comments in chronological order.

Operators Documentation

As you know, the OSU Operator service moved from Telecom to Client Services at the start of this term. I have started documenting relevant process in the KB: Operator Documentation

ID Badge Reminder

Please wear your ID badges at all times when you are on-shift. This is particularly important when visiting customers in their office, but is important in our office locations as well.

As we move to our new office layout, we will have customers visiting us in all of our work areas. ID badges will help customers readily identify who our employees are so they feel confident when asking for help.