1. WorkStudy
Monday April 28th
, 2014
Today was the first official morning of working at the IT Student Help Desk. It was pretty over-whelming since it was a Monday morning and
the Library Commons was hopping with students. I don’t have the experience, nor the answers to many of the questions being asked which
makes it challenging. Also, there is not an actual manual to look in for frequently asked questions and solutions. I think it would be very helpful
to have a go-to binder that a newbie IT Student Help Desk employee can easily refer to. Right now it seems as though the two regular Help
Desk employees each have individual file folders which they refer to if needed, or the information is stored in their mental computers.
I am listing below some ideas that I feel could help improve and ease the training process for a new employee to the IT Student Help Desk.
Training Materials/Printed Documents from Employee Folders
Examples of Documents: Typical response for changing a student password
Include:
Table of Contents/Reference Page
Orientation: Description of the IT Student Help Desk, the goals and responsibilities
Daily Standard Procedures
Frequent Problems/Solutions
Help Desk Ticket Procedures
o Online tickets
o Walk-in/Phone Call tickets
Important Employee Extensions/Emails for Quick Reference
Ordering Supplies
Time Sheet Procedures

2. Help Desk Quick
Reference Guide
Table of
Contents/Reference
Page
Orientation
•Description of the IT
Student Help Desk
•Goals and
Responsibilities
Daily Standard
Procedures
•A.M. Shift
•P.M. Shift
FAQ's
•Technical Problems
•Solutions
•Ordering Supplies
•Time Sheet Procedure
Help Desk Ticket
Procedures
•Online tickets
•Walk-in/Phone Call
Tickets
Employee
Extensions/Emails
•Important/Frequent
contacts