Helpdesk Consultants are expected to do the following:

• Update/create problem tracking system records for all assisted people, noting:
• Contact's name, username, location on campus where problem is occuring, type of computer used, operating system used, and a phone number to reach them at
• Inital reported problem including as much detail as possible
• Trubleshooting assistance provided during that initial call
• ALL contacts (and attempts to contact) with the individual via e-mail, voicemail, and in person
• when any appointment(s) was/were scheduled for, or whether the computer was brough to the Helpdesk for service
• additional details of the problems encountered
• what additional troubleshooting was done
• the solution to the problem
• Respond to all requests for assistance in a timely manner.

• Review the status of any computers 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.

• Call any faculty and staff who have submitted new problem tracking system records for laptops and invite them to the Helpdesk. 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).

• You should always ask the person requesting assistance for their contact information. If you forget to do so, you are responsible for looking that information up in the Saint Mary's College On-line Phonebook before submitting the record into the problem tracking system.
• Report problems and troubleshooting questions/issues/concerns to the Helpdesk Manager.
• Attend scheduled meetings with the Helpdesk Manager and the and Helpdesk Student Manager(s).

In addition to regular Helpdesk Consultant duties, the Helpdesk Student Manager is responsible for:

• Conducting any scheduled Helpdesk Consultant meetings with the Helpdesk Manager.
• Meeting on a frequent basis (once a week) with the Helpdesk Manager. This meeting may also include the ResNet Student Manager and the Cluster Student Manager.
• Assist with preparing the Helpdesk Consultant shift schedule.
• Be available for other Helpdesk Consultants to discuss ideas and/or problems concerning the Helpdesk.
• Be available for the Helpdesk Manager to discuss ideas and/or problems concerning the Helpdesk.

While on duty, a Helpdesk Consultant should:

• Provide quick and courteous responses to all support inquiries, creating problem tracking system records to track all calls and walk-ins, what support was provided during the initial contact, and refer as necessary.
• Answer questions from all callers and walk-ins to the best of her ability.
• Be courteous and willing to help.
• Be available and willing to assist any Infrmation Technology staff member with any tasks or errands assigned to her during a shift without hesitation.
• If there is a problem with an individual, please refer them to the Helpdesk Manager - Helpdesk Consultants are not expected to deal with abusive/angry/upset users.
• Please direct all parents to the Helpdesk Manager.
• Promote a sense of professionalism through appearance. Please do not wear your pajamas, sweats, or a pair of headphones/ear buds while working or act in a way that could be described as unprofessional or unapprochable while you are on duty.
• Smile :-)