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