ENGINEERING ITHELP DESKESC Training – Fall 2012
Contents• Introductions• Engineering IT and you• Help Desk Expectations• “The Three Things” you need to have to besuccessful as a Help Desk ESC
People to Know• Danny Tang– Help Desk ServicesManager
People to Know• BarbJanunas-Leisner– Help Desk Specialist• Scrap SurplusProcessing• Siebel HD Logistics
People to Know• Jason Yoon– Help Desk Specialist• Siebel HD technicalsupport• 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 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.
3 Primary Responsibilities2) Help maintain, preserve, and enhance thequality of Engineering IT shared servicesincluding departmental services at SiebelCenter.
3 Primary Responsibilities3) Professionally represent the quality of theEngineering IT Shared Service organizationat all times.