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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…

  1. 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.

  2. 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.

  3. 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

  • Wipe down the phone handset and buttons, the keyboard, mouse, mousepad, and the top of the desk in the immediate area where you sit.

  • We have disinfectant wipes in a white and green plastic container at the desk.

Answering phones – Do not answer phones for at-desk shifts

LTS Help Desk, [your name] speaking, how can I help you?

Workflow

  1. Get contact information–name, username/email, phone, and location if help is need on-site, i.e. classroom

  2. Help if you either already know the answer or feel comfortable troubleshooting:

    1. Look up answer (FAQs or LTS site) or ask HD Staff

    2. If you fix it yourself, enter ticket for work done

  3. Otherwise, create a ticket and assign to appropriate team if you cannot help or feel issue is out of your depth of knowledge.

  4. 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.

  5. 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

  1. Get contact information including best contact number and email

  2. Ask what the client is trying to accomplish / what it is that’s broken / what they see

  3. Record all details and submit a ticket to the Help Desk using method below

  4. 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

  5. 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

    1. Directions (to a building or physical space)

    2. Printer paper refills, printer jams (when you fix),

    3. Supplies (Providing staples, paperclips scissors, tape)

    4. Lookups (providing contact information such as email address or phone)

Student Consultant responsibilities

  • Enter tickets for work you’ve done or work that needs to be assigned

  • Be attentive at the desk: no headphones, cell phone calls, or eating full meals (snacks are okay)

  • Show up on time for shifts, arrange coverage for shifts you cannot cover, if you cannot get coverage, let Andy know before shift begins

  • At the beginning and end of every shift check printers, staplers, & voicemail

  • Avoid telling our clients to call/come back later–enter a ticket and let them know someone will contact them

  • Don’t hand out phone numbers–instead transfer calls to mediate and ensure you’re connecting the client to the right person/dept.

  • Do not work more than 20 hours per week total for your campus jobs (unless it’s winter/summer break)

Downtime at the desk

  • When you are not assisting customers, feel free to

    • Read or work on schoolwork (no group study please)

    • Learn more about the systems and services LTS supports

    • 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

  • 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

  • You are expected to look alert and ready to help someone as soon as they call or walk up to the desk

  • You are expected to do your best to provide help

  • You are expected to put in tickets for everything you help with

  • Do not use or wear headphones or earbuds — it makes it looks like you’re unavailable to help someone

  • No watching TV/movies/videos/streams on your phone, laptop or Help Desk computer

  • 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

    • If you need to take a phone call, first make sure no customers need help, then step away from the desk.

      • Personal phone calls should not take more than 5 minutes.

Shift coverage policy

  • Arriving past the time your are scheduled to work is considered a late arrival

    • Repeated unexcused late arrivals will result in a warning

    • Any unexcused late arrivals after a warning will result in a dismissal

  • 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

    • One unexcused absence results in a warning

    • Any unexcused absence after a warning results in a dismissal

  • A late coverage request occurs when you post for coverage 8 hours or less before the shift

    • Repeated late coverage requests will result in a warning

    • Repeated late coverage requests after a warning will result in a dismissal