Helpdesk

Basic Procedures

The Queue

The queue is the waiting line for incoming calls

You get “into” the queue by logging into the phone

While at your shift, you are required to be in the queue

The Phone

Using the Phone

Logging into the queue– Pick up the receiver and press the Agent button (also

labeled 4636 on some phones)– You may need to press this button several times

Make Busy– Pressing this button one time logs your phone out of the

queue and make your phone busy (i.e. people get a busy signal when calling your direct line)

– Pressing it a second time keeps your phone out of the queue, but turns off the busy signal

Using the Phone (continued)

Transferring a call– Press the Transfer button, then dial the number

you are calling– Speak to the person who answers and let them

know you are transferring them a call and why you are doing so

This does not apply when transferring to the campus Operator

– Press the Transfer button a second time to connect the call

Using the Phone (continued)

Hold– Politely inform the user that you are putting them on hold

and will return momentarily with an answer– Press the Hold button

This plays some atrocious music while they wait, so be as prompt as possible with your return (apologizing for this music also makes a good joking point if you need to kill time AND you are dealing with a friendly customer)

– To return from hold, press the line to which you wish to return (e.g. 8585, Agent, 5358) and say, “Thank you for holding, sir/ma’am”

– You can have multiple lines on hold at once

Using the Phone (continued)

Left and Right arrows– You can use these to navigate (delete and re-

add) through the numbers you have already dialed

Release (Rls)– If you mess up while dialing a number, pressing

Rls clears the memory– This button also hangs up a line if pressed while

on a call

Using the Phone (continued)

Dialing Out– Press the individual line for the phone (e.g. 5358, 8585)– Dial 8 + number for off campus– Dial 5 + 4 digit number for on campus calls– Dial 7 + 4 digit number for residence halls– To make a long distance call, see the manager on duty

This is to be used for returning a user’s call– To redial the last number called, simply press the individual

line button twice– CallerID has been setup so that any phone call you make

appears as though it came from 325-4357

Using the Phone (continued)

Hands Free Mute– Press this button to avoid using the handheld

receiver– Pick up the receiver to discontinue use

Using the Phone (continued)

Night Ring– One of the phones in the Helpdesk over at Couch

has a Night button This turns the queue off and gives callers the message

that we are closed

– It must be turned off each time there is no one staffing the 325-HELP line.

To turn it on: Night + 6 (This selects Night mode) To turn it off: Night + 3 (This selects Day mode)

Using the Phone (continued)

Giving out phone numbers– Unless you have been given specific instruction,

you are not to give out personal numbers for OU faculty and staff

– If you are not sure if you are allowed to give out a number, just ask the manager on duty

It’s better to ask than give out a number you’re not supposed to

Procedure for Taking a Call

Answer the phone After retrieving the user’s 4x4, open a ticket in the

Support Tool List a brief description of their problem in the Subject

field As you work to solve the problem, list everything you

try (and any pertinent information they give you) into the Description field

– This includes all their network information if it’s a connectivity problem

Taking a Call (continued)

– Use the following resources to solve problems: Microsoft Knowledgebase www.info.apple.com and our Sad Mac Bombs book The Internet (e.g. www.google.com) Supervisors Magic 8 Ball

Taking Notes During a Shift

It is recommended that you keep a notepad at your station while at work– This is useful for jotting down notes about user’s

questions which you may need to keep for reference Notes are also useful when you need to take a

question to a manager or full time employee When your shift is over, you need to make sure

you shred any of the notes that you took– Especially those containing IDs or passwords

Helpdesk Machines (continued)

To log into the machines, you will use your 4x4 as your username and select SOONER as the domain

– You should have local administrator access on the machines

– The Helpdesk machines are re-imaged on occasion In this event, you may or may not be given prior notice and

sufficient time to move any personal files off the machines. Do not rely on these computers for any personal files

Helpdesk Machines (continued)

There are not to be any open shares on any of the Helpdesk machines– Several known viruses propagate themselves via

open network shares

Music is not to be played over the speakers– Headphones are also unacceptable while in the

Helpdesk

Internet Use

Surfing is acceptable provided the following conditions have been met:

– Your desk is clean– Your phone is always in the queue– Surfing does not take priority over answering the phone– You do not have an unfinished IT project or any open cases

in Attenza– You have checked with the manager to make sure there are

no open tickets you could help close

Internet Use (continued)

Instant Messaging is acceptable provided the following conditions have been met:– Your desk is clean– Your phone is always in the queue– You are willing to abandon an IM conversation to

answer the phone, as your job takes priority over IM

Should you choose to IM and not adhere to the above conditions, you may forfeit this privilege

Internet Use (continued)

Peer to peer file sharing– Regardless of legality, this activity eats up

bandwidth– Since OU has limited bandwidth and file sharing

is not work related, there is to be no use of any peer to peer file sharing while in the Helpdesk

Wireless Access Point (WAP)

The Service Centers have a WAP and you may bring in your laptops to use this connection.

When using your laptop, do not have music playing– Headphones are also unacceptable while in the

Helpdesk– The same rules apply for IM, P2P, surfing, etc.

Starting a Shift

Check in Log into a computer and then log your phone

into the queue Open Outlook and check your email Check with a manager for any information on

current problems

Finishing a Shift

Clean up your desk and throw away any trash– Shred any paper with IDs or passwords

Wait for your replacement to arrive Log out of the queue first and then out of

your computer

Personal Conduct

Language– Your language should be professional and clean

while in the Helpdesk. You can be heard by both the faculty, staff, & students walking through as well as users on the phone.

– Crude and foul language can be offensive to our users and reflects poorly on IT. It will not be tolerated.

Personal Conduct (continued)

Behavior– Your behavior should be professional at all times.

IT Services is frequently the face and voice of IT in the mind of many users. We must strive to represent Information Technology as a high class organization in the University of Oklahoma.