Review the status of any computers/issues being worked on in the Helpdesk with the
Helpdesk Consultant before she leaves.
Make sure the previous Helpdesk Consultant on duty has updated all of the
problem tracking system records for the computers being worked on in the Helpdesk.
Check for voicemail. Return all messages to obtain additional information
and assist them with their questions. Add all calls to the tracking system.
Check for any messages sent to the Helpdesk listserv. Respond where appropriate,
or research questions and then contact the individual. Make sure that when you reply you
cc: the Helpdesk listserv.
Call any faculty and staff who have submitted new problem tracking system records
that you can address over the phone or who need more information in their record.
(Make sure to transfer to record to yourself first!)
You should also call them in the record needs
additional information or it is a problem that can be resolved over the phone.
Note call in record.
You do not need to call faculty and staff who require office visits to address the problem
(desktops, broken network jack, printer issues).
Check in with Sue Trawitz or Bonnie Howard to see if any tasks need to be done that
you can assist with. Typical items they will need your help with include reimaging
computers, delivering computers and/or peripherals, and cleaning equipment.
Work quietly in the Helpdesk on computers that need assistance (and updating
the tracking system with your progress) or work on homework if there are no new issues
to work on. Be attentive of your surroundings, and immeditely assist any walk-ins
and answer phone calls and e-mails.
Remember that any requests made by Information Technology staff (such as
delivering or picking up computers and/or peripherals, assisting them with
troubleshooting, or other errands) have priority over other items keeping you occupied
at the Helpdesk that are not work-related (including your homework and computer games).
