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Please follow the below protocols for starting/ending your shift as well as helping clients who walk up to the desk…
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Take the first couple minutes at the start of your shift to thoroughly disinfect the help desk area with the disinfectant wipes before sitting down.
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Take the last couple minutes at the end of your shift to disinfect again. Then before you leave, switch out the chairs–swapping the one you sat in w/ the other help desk chair facing the entrance.
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Please do not allow fellow students or clients behind the desk–please work between the plexiglass if you need to help someone in-person at the desk.
Disinfecting the desk area
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Wipe down the phone handset and buttons, the keyboard, mouse, mousepad, and the top of the desk in the immediate area where you sit.
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We have disinfectant wipes in a white and green plastic container at the desk.
LTS Help Desk, [your name] speaking, how can I help you?
Workflow
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Get contact information–name, username/email, phone, and location if help is need on-site, i.e. classroom
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Help if you either already know the answer or feel comfortable troubleshooting:
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Look up answer (FAQs or LTS site) or ask HD Staff
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If you fix it yourself, enter ticket for work done
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Otherwise, create a ticket and assign to appropriate team if you cannot help or feel issue is out of your depth of knowledge.
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Never tell a client to call or come back later–put in a ticket and let them know they’ll get a staff member contacting them soon.
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If a network service is down such as WiFi or email, contact LTS Operations immediately: 8-4019 / 610-393-3186 (weekend/evening emergencies)
If you are not familiar with the system/service a client is contacting the help desk about
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Get contact information including best contact number and email
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Ask what the client is trying to accomplish / what it is that’s broken / what they see
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Record all details and submit a ticket to the Help Desk using method below
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Tell client that you are submitting a ticket, they will receive a copy in their email, and an LTS staff member will follow up with them shortly
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If a network service is down such as WiFi or email, contact LTS Operations immediately: 8-4019 / 610-393-3186 (weekend/evening emergencies)
Enter Tickets
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Jira Service Desk: https://jira.cc.lehigh.edu/servicedesk/customer/portal/1/group/60
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Open for tickets where more help is needed
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Closed for tickets where no more help is needed
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Help Desk Quick Ticket: http://go.lehigh.edu/quickticket
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Use for simple stuff only:
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Directions (to a building or physical space)
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Printer paper refills, printer jams (when you fix),
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Supplies (Providing staples, paperclips scissors, tape)
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Lookups (providing contact information such as email address or phone)
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Student Consultant responsibilities
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Enter tickets for work you’ve done or work that needs to be assigned
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Be attentive at the desk: no headphones, cell phone calls, or eating full meals (snacks are okay)
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Show up on time for shifts, arrange coverage for shifts you cannot cover, if you cannot get coverage, let Andy know before shift begins
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At the beginning and end of every shift check printers, staplers, & voicemail
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Avoid telling our clients to call/come back later–enter a ticket and let them know someone will contact them
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Don’t hand out phone numbers–instead transfer calls to mediate and ensure you’re connecting the client to the right person/dept.
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Do not work more than 20 hours per week total for your campus jobs (unless it’s winter/summer break)
Downtime at the desk
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When you are not assisting customers, feel free to
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Read or work on schoolwork (no group study please)
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Learn more about the systems and services LTS supports
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Talk briefly with friends as long as you stay at the Help Desk, keep conversations short, and remain ready to help if there’s a call or walk-up request for help
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Regardless of what you do, make sure it is not distracting/disturbing to those around you and that you can help a customer immediately if the phone rings or someone walks up to the desk.
Expectations while working at the desk
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You are expected to look alert and ready to help someone as soon as they call or walk up to the desk
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You are expected to do your best to provide help
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You are expected to put in tickets for everything you help with
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Do not use or wear headphones or earbuds — it makes it looks like you’re unavailable to help someone
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No watching TV/movies/videos/streams on your phone, laptop or Help Desk computer
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No cell/smart phone use for prolonged periods of time — again, you will be unavailable to help someone if you’re on a personal phone call
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If you need to take a phone call, first make sure no customers need help, then step away from the desk.
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Personal phone calls should not take more than 5 minutes.
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Shift coverage policy
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Arriving past the time your are scheduled to work is considered a late arrival
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Repeated unexcused late arrivals will result in a warning
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Any unexcused late arrivals after a warning will result in a dismissal
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An unexcused absence from a shift occurs when you do not show up for a shift , do not post for coverage, and do not ask for permission to be excused from the shift
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One unexcused absence results in a warning
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Any unexcused absence after a warning results in a dismissal
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A late coverage request occurs when you post for coverage 8 hours or less before the shift
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Repeated late coverage requests will result in a warning
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Repeated late coverage requests after a warning will result in a dismissal
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