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Sp2013 hd training

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Transcript

  • 1. ENGINEERING ITHELP DESKESC Training – Fall 2012
  • 2. Contents• Introductions• Engineering IT and you• Help Desk Expectations• “The Three Things” you need to have to besuccessful as a Help Desk ESC
  • 3. People to Know• Danny Tang– Help Desk ServicesManager
  • 4. People to Know• BarbJanunas-Leisner– Help Desk Specialist• Scrap SurplusProcessing• Siebel HD Logistics
  • 5. People to Know• Jason Yoon– Help Desk Specialist• Siebel HD technicalsupport• Siebel e-locks• Documentation
  • 6. Introduction to Engineering IT• http://it.engineering.illinois.edu
  • 7. 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
  • 8. 3 Primary Responsibilities1) Help our clients solve their IT problemsas effectively and efficiently as possible, byeither being the source of the solution, orrouting them to the solution.
  • 9. 3 Primary Responsibilities2) Help maintain, preserve, and enhance thequality of Engineering IT shared servicesincluding departmental services at SiebelCenter.
  • 10. 3 Primary Responsibilities3) Professionally represent the quality of theEngineering IT Shared Service organizationat all times.
  • 11. How?You need three things…
  • 12. Knowledge!
  • 13. Tools!
  • 14. Skills!
  • 15. Who are our clients?• Engineering Students• Engineering Faculty• Engineering Staff• EWS lab users
  • 16. 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
  • 17. 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

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