ENGINEERING ITHELP DESKESC Training – Fall 2012

Contents

• Introductions• Engineering IT and you• Help Desk Expectations• “The Three Things” you need to have

to be successful as a Help Desk ESC

People to Know

• Danny Tang–Help Desk

Services Manager

People to Know

• Barb Janunas-Leisner–Help Desk

Specialist• Scrap Surplus

Processing• Siebel HD

Logistics

People to Know

• Jason Yoon–Help Desk

Specialist• Siebel HD

technical support• Siebel e-locks• Documentation

Introduction to Engineering IT

• http://it.engineering.illinois.edu

Major Divisions of Engineering IT

• WAIS: – Web– Applications– Information Services

• User Services– Help Desk Services *you are here*– Administrative Computing– Instructional Lab Support– Research Computing

• Multimedia• Infrastructure

3 Primary Responsibilities

1) Help our clients solve their IT problems as effectively and efficiently as possible, by either being the source of the solution, or routing them to the solution.

3 Primary Responsibilities

2) Help maintain, preserve, and enhance the quality of Engineering IT shared services including departmental services at Siebel Center.

3 Primary Responsibilities

3) Professionally represent the quality of the Engineering IT Shared Service organization at all times.

How?

You need three things…

Knowledge!

Tools!

Skills!

Who are our clients?

• Engineering Students• Engineering Faculty• Engineering Staff• EWS lab users

ESC Wiki Overview…

https://wiki.engr.illinois.edu/display/esc/HomeMost Relevant Information:- Help Desk

- Siebel Information- Printer FAQs- Copy PINs- Siebel HD Rounds- Elock Access

Help Desk Location

• 2302 Siebel– Printer/Service Rooms• 2302/2203/3203/3323/4203/4323

– Storage Rooms• 2305/4105/2436DCL

– Computer Labs• 0218/0220/0222/0224

– Loading Dock• 1328