•Copyright
Alayna
Wadleigh
and
Blaine
Hensley


2008.
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author.
Permission
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granted
for
this
material
to

be
shared
for
non‐commercial,
educational

purposes,
provided
that
this
copyright
statement

appears
on
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and
notice
is

given
that
the
copying
is
by
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of
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author.
To
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author

ITS
Help
Desk
­
Student

Systems
Consultant




Training
Guide



Name:
___________________________

Date:
____________________________

UTS
Login:
_____________________

ACD
Login:
_____________________

Guest
EID:
______________________



Fall
2007
v2007.10.19






 







Table
of
Contents

Section
I:
Getting
Started .............................................................................................................................5

The
Very
First
Thing..................................................................................................................................5

Tour
of
the
Help
Desk
and
its
Surroundings.............................................................................................5

Getting
Set
Up
at
a
Workstation ..............................................................................................................5

Help
Desk
Staff
Pages ...............................................................................................................................6

Section
II:
About
the
Help
Desk....................................................................................................................6

Welcome
to
the
ITS
Help
Desk .................................................................................................................6

Section
III:
Duties
Overview .........................................................................................................................7

Suggested
Training
Method .....................................................................................................................7

Other
Points
to
Remember ......................................................................................................................7

Weekly
Training
Tasks ..............................................................................................................................7

Section
IV:
Policies
and
Procedures .............................................................................................................8

The
Organization
Chart ............................................................................................................................8

Attendance
and
Availability
Policies ........................................................................................................8

Checking
In
and
Out
with
the
Shift
Leader...............................................................................................8

Timesheet
Policy ......................................................................................................................................9

Abusive
Customers...................................................................................................................................9

Verifying
the
Identity
of
Customers .........................................................................................................9

Family
Educational
Rights
and
Privacy
Act
of
1974
(FERPA) ..................................................................10

Microsoft
Campus
Agreement
(MSCA) ..................................................................................................10

Microsoft
Select
Agreement ..................................................................................................................10

Human
Resources
Policies......................................................................................................................10

Policies
and
Procedures
Training
Tasks ..................................................................................................11

Section
V:
Where’s
Waldo? ........................................................................................................................11

Section
VI:
How
to
Use
This
Training
Manual ............................................................................................11

Section
VII:
Administrative
Information .....................................................................................................12

Administrative
Tasks ..............................................................................................................................12

Section
VIII:
Tools
Access
and
Accounts
Overview.....................................................................................13


2



 Help
Desk
Tools ......................................................................................................................................13

Your
Work
E‐mail ...................................................................................................................................13

Help
Desk
Mailing
Lists...........................................................................................................................13

Other
ITS
Mailing
Lists............................................................................................................................14

Remedy
and
Tracking .............................................................................................................................14

The
Help
Suite ........................................................................................................................................15

Technical
Resource
Account
Control
(TRAC) ..........................................................................................16

WES
Tools...............................................................................................................................................16

NetDirect ................................................................................................................................................17

UTNet
Tools............................................................................................................................................17

Jabber .....................................................................................................................................................18

EID
Admin
Tools .....................................................................................................................................18

IF
Pages...................................................................................................................................................18

UTS .........................................................................................................................................................18

UTSpoke .................................................................................................................................................18

Amicus ....................................................................................................................................................19

Help
Desk
Blackboard
Organizations......................................................................................................19

Staff
Database ........................................................................................................................................19

Attendance
Ticket
Database ..................................................................................................................19

Help
Desk
Wiki .......................................................................................................................................19

Section
IX:
ITS
Services
(Basic)....................................................................................................................20

Help
Desk
Services..................................................................................................................................20

EID
Self‐Service
Tools .............................................................................................................................20

University
Mailbox
Service
(UMBS)........................................................................................................21

Webmail .................................................................................................................................................21

WebSpace...............................................................................................................................................21

BevoWare...............................................................................................................................................22

Public
Network
Access
(PNA) .................................................................................................................23

Restricted
/
802.1x
Wireless
Access .......................................................................................................23

Resnet
(Residential
Network).................................................................................................................23

Computer
Labs .......................................................................................................................................24

Pharos
Printing
Services .........................................................................................................................24


3



 UNIX
Timeshare
Service
(UTS)................................................................................................................24

Web
Publishing.......................................................................................................................................25

Smartvoice..............................................................................................................................................25

Software
Distribution
and
Sales
(SDS)....................................................................................................26

Mailing
Lists
(Listproc
and
SYMPA) ........................................................................................................26

Virtual
Private
Network
(VPN)................................................................................................................26

Outlook
Web
Access
(OWA)...................................................................................................................27

Non‐ITS
Services .....................................................................................................................................27

Section
X:
Advanced
Services .....................................................................................................................28

Austin
Services .......................................................................................................................................28

Mainframe..............................................................................................................................................29

Courseware
(Blackboard,
CLIPs).............................................................................................................29

Accounting
(TRAC,
Refunds,
etc.)...........................................................................................................29

Amicus
and
Appointments .....................................................................................................................29

Section
XI:
Getting
Exposed
to
User
Issues ................................................................................................30

Listening
to
Calls.....................................................................................................................................30

eHelp ......................................................................................................................................................30

eHelp
Training
Tasks...............................................................................................................................31

eHelp
Clearance .....................................................................................................................................31

Chat ........................................................................................................................................................31

Logging
Chats .........................................................................................................................................31

Chat
Training
Tasks.................................................................................................................................31

Shadowing
in
Walk‐in
Service ................................................................................................................32

Walk‐in
Service
Training
Tasks ...............................................................................................................32

Section
XII:
The
Front
Lines ........................................................................................................................32

Taking
Phone
Calls..................................................................................................................................32

Walk‐in
Desk...........................................................................................................................................33

Section
XIII:
The
Final
Review.....................................................................................................................34

Tracking
Requirements
to
Attempt
a
Final
Review ................................................................................34

The
End
of
the
Beginning .......................................................................................................................34




4






Student
Systems
Consultant
Training
Guide

Section
I:
Getting
Started

The
Very
First
Thing

Every
day,
the
first
thing
that
you
will
do
is
check
in
with
the
Shift
Leader.

This
way
you
can
alert
the

current
Shift
Leader
that
you
are
at
work,
on
time,
and
ready.

The
Shift
Leader
will,
at
this
point,
assign

you
to
the
area
where
you
are
needed
at
the
moment.

During
this
training
session,
you
will
be
assigned

to
continue
work
on
your
training.


Tour
of
the
Help
Desk
and
its
Surroundings

The
best
way
to
get
started
working
here
is
to
find
out
where
everything
is.

Ask
the
Shift
Leader
for
a

tour
of
the
Help
Desk,
making
sure
to
cover
these
important
areas:


• The
Shift
Leader
station,
the
message
board,
and
the
ACD
(at
a
basic
level),
training
area,

phone
consulting
area,
reference
machines,
printers
and
copiers,
kitchenette.

• Offices,
mailboxes,
break/conference
room

• Onsite
Support
Services
(OSS)

• The
Information
Security
Office
(ISO)

• The
Student
Microcomputing
Facility
(SMF)

• Strategic
Communications

• The
Training
Room
(FAC
227)

• Accounting

• Software
Distribution
and
Sales
(SDS)

• Vice
President
for
Information
Technology
(VPIT)
Suite

• ITS
Human
Resources

• Men’s
and
women’s
restrooms

• The
Microcomputing
Facility
(MCF)

• The
Information
Desk

• The
ID
Center

• Walk‐in
Desk

• Drop
Off
Window

• The
Campus
Computer
Store


Getting
Set
Up
at
a
Workstation

After
checking
in
with
the
Shift
Leader
at
the
beginning
of
your
shift,
if
you
are
assigned
to
phones,
find

an
open
station
at
our
phone
bank
or
training
area.

Since
you
will
not
always
have
access
to
the
same

station
every
time
you
show
up
to
work,
you
have
a
roaming
profile
on
our
machines
so
that
your

documents
and
most
of
your
settings
will
follow
you
no
matter
where
you
log
in.


5



You
should
be
able
to
log
into
any
of
our
machines
using
your
UT
EID
and
your
EID
password.

If
you

cannot
do
so,
inform
the
Shift
Leader
ASAP.


Help
Desk
Staff
Pages

The
Help
Desk
Staff
Pages
will
serve
as
your
home
page
while
you’re
working
at
the
Help
Desk.

You’ll

have
easy
access
to
all
the
tools
you
need
to
do
your
job,
as
well
as
up‐to‐date
information
about

system
outages,
deadlines,
and
Help
Desk
news.


Help
Desk
Staff
Pages
Training
Tasks:

Log
in
to
the
Help
Desk
Staff
Pages
at
http://www.utexas.edu/its/staff/helpdesk/


Section
II:
About
the
Help
Desk


Welcome
to
the
ITS
Help
Desk

Welcome
to
the
ITS
Help
Desk!

We
provide
UT
Austin
students,
faculty
and
staff
with
a
centralized
point

of
contact
for
technical
support
services.
We
answer
questions
by
telephone,
e‐mail,
chat,
or
on
a
walk‐
in
basis.


Here’s
what
you
can
expect
to
do
at
this
job:

Provide
technical
support
over
the
phone,
via
e‐mail,
and
in
person
to
members
of
the

university
community
who
contact
our
inbound
customer
service
center.


Work
as
part
of
a
customer‐focused
team
of
primarily
student
employees.


Here's
what
the
job
can
do
for
you:


You
will
learn
VERY
useful
applied
computing
skills.


You
will
gain
valuable
high‐tech
job
experience.

The
hours
are
flexible
around
your
classes.

The
ITS
Help
Desk
is
centrally
located
in
the
Flawn
Academic
Center
(FAC)
and
convenient
to

many
places
on
campus.

You
actually
help
people,
and
can
feel
good
about
doing
so!


By
the
time
you
are
done
working
through
this
manual,
you
will
be
fully
qualified
to
provide
first‐tier

technical
support
to
all
of
our
customers.


If
you
have
any
questions
or
concerns
about
any
of
the
content
of
this
training
manual,
please
consult

any
of
the
full‐time
staff.


6



Section
III:
Duties
Overview

There
is
no
way
to
enumerate
everything
that
we
do
at
the
desk,
but
this
manual
will
cover
the
more

important
points.

You
will
be
able
to
absorb
the
wide
variety
of
things
we
do
if
you
use
the
following

training
method
each
and
every
time
you
face
a
question.


Suggested
Training
Method

1. First,
try
to
find
the
answer
yourself.

a. You
are
ideally
positioned
to
understand
what
our
customers
face.

b. You
are
facing
a
learning
opportunity
–
don’t
squander
it.

2. Once
you
formulate
your
answer,
check
with
the
Shift
Leader,
or
other
available
full‐time
staff.


If
you
think
that
logic
applies
in
our
world
you
are
mistaken
and
bound
to
find
yourself
in
a
jam

sooner
or
later.

3. Store
it
away:
bookmarks,
cheat
sheets,
email,
enter
it
into
the
Help
Desk
Wiki…
use
your

preferred
organization
methods
on
our
information.


In
general,
during
the
training
period
you
will
move
from
duties
that
are
simple
(in
complexity
and

variety),
slow
(in
time
needed
to
research),
and
separate
(insofar
as
you
won’t
be
face‐to‐face
with
a

customer)
toward
duties
that
are
involved,
instant,
and
interactive.



Other
Points
to
Remember

Always
maintain
a
professional
and
respectful
demeanor
and
environment
with
both
your

colleagues
and
our
customers.

Check
in
with
the
Shift
Leader
at
the
beginning
and
end
of
every
shift
and
scheduled
breaks,
and

any
time
you
need
to
leave
your
station.

Have
your
paper
copy
of
this
manual
with
you
during
your
training
period.


Weekly
Training
Tasks

By
the
end
of
your
last
shift
for
each
week,
you
must
submit
a
weekly
training
report
to
hd‐
staff@utlists.utexas.edu
and
include:

• What
you
did,
broken
down
by
day

• Any
parts
of
the
training
guide
you
have
completed

• If
you
worked
with
someone
(or
they
monitored
you),
who?

• Areas
you
encountered
where
you
feel
you
need
additional
training


7



Section
IV:
Policies
and
Procedures

The
Organization
Chart

The
ITS
Org
Chart
can
be
found
at:
https://www.utexas.edu/its/staff/orgcharts/


Be
familiar
with
the
chain
of
command
and
the
key
players
within
our
organization,
such
as
the

Associate
VPs
for
ITS.

Other
members
of
the
ITS
community
CAN
AND
WILL
contact
us
on
a
regular
basis

for
various
reasons
and
you
will
be
responsible
for
knowing
who
they
are,
especially
at
the
higher
levels.


Furthermore,
knowing
your
direct
chain
of
command
is
important
in
case
you
have
any
questions
or

concerns
about
your
job
which
cannot
be
answered
by
your
supervisors
or
manager.


Attendance
and
Availability
Policies

The
specific
details
of
our
Attendance
and
Availability
Policies
can
be
found
at:

https://www.utexas.edu/its/staff/helpdesk/wiki/index.php/Attendance_Policy


The
Help
Desk
is
open
fifty
hours
a
week
(or
less
as
conditions
require).

We
will
work
to
ensure
that
you

are
not
scheduled
during
your
classes,
but
in
order
to
ensure
that
you
work
nineteen
hours
a
week,
all

non‐class
time
will
generally
be
considered
available
time.


It
is
your
responsibility
to
let
us
know
in
advance
of
exceptions
(specific,
one‐time
events
that
alter
your

availability
–
for
example,
an
outside‐of‐class
exam).

Failure
to
notify
us
in
advance
of
an
exception
will

result
in
a
violation
of
our
attendance
policies.


Please
review
these
policies
and
ensure
that
you
know
them
well.
As
an
inbound
support
center,
our

entire
job
process
depends
upon
our
staffing
levels.

Consultants
who
regularly
show
up
late
or
don’t

show
up
at
all
for
scheduled
shifts
adversely
affect
our
core
functions
(being
available
to
take
phone

calls,
etc.).

Such
consultants
will
be
subject
to
termination.


If
you
are
late
to
a
shift,
miss
a
shift,
work
overtime,
or
if
there
are
any
other
discrepancies
with
the

posted
schedule,
such
discrepancies
will
be
noted
in
the
Attendance
Ticket
Database
at

http://web.austin.utexas.edu/help
.

You
have
access
to
view
your
own
tickets
on
this
database,
but

please
note
that
this
page
currently
only
works
in
Internet
Explorer.


Checking
In
and
Out
with
the
Shift
Leader

At
the
beginning
of
your
shift,
you
must
check
in
with
the
shift
leader.

This
will
ensure
that
you
are

marked
as
“on
time”
for
your
shift
and
make
you
available
to
be
assigned
to
a
position.

Where
the
shift

leader
assigns
you
may
not
always
be
the
position
where
you
were
scheduled,
so
never
assume
that
you

know
where
you
need
to
be.

We
work
in
a
highly
dynamic
environment
and
our
staffing
needs
are

subject
to
change
at
a
moment’s
notice.


During
your
shift,
you
must
check
with
your
shift
leader
upon
requesting
a
break
and
upon
returning

from
a
break.

This
includes
bathroom
breaks,
smoking
breaks,
unscheduled
breaks,
and
scheduled


8



lunch
breaks.

If
a
supervisor
or
manager
comes
looking
for
you
and
your
whereabouts
cannot
be

accounted
for,
you
will
be
subject
to
disciplinary
action.


At
the
end
of
your
shift,
you
must
check
out
with
the
shift
leader.

This
will
ensure
that
you
are
properly

marked
for
the
time
you
spent
working
and
ensure
a
fair
and
accurate
timesheet
and
paycheck.


Timesheet
Policy

Part‐time
employees
must
submit
their
timesheets
twice
a
month.

Due
dates
for
timesheets
are
posted

on
the
Help
Desk
Staff
Pages
and
on
the
Schedules
page.

You
are
responsible
for
keeping
track
of
the

number
of
hours
you
work
and
submitting
your
timesheets
on
time.

Failure
to
submit
a
timesheet
on

time
will
result
in
your
salary
being
deferred
until
the
next
payment
period.


If
you
are
a
working
as
a
work‐study
employee,
please
submit
your
work‐study
timesheet
along
with

your
regular
timesheet.


Timesheet
procedures,
including
our
web‐based
timesheet
application,
can
be
found
at:

https://www.utexas.edu/its/staff/helpdesk/timesheet.php


Abusive
Customers

If
you
find
yourself
in
a
position
where
you
are
dealing
with
an
abusive
customer,
you
retain
the
right
to

refer
the
customer
to
your
supervisor.

The
customer
may
be
referred
to
the
Help
Desk
manager
as

appropriate.


If
the
customer
you
are
dealing
with
becomes
physically
abusive
or
issues
verbal
threats,
note
the
phone

number
they
are
calling
from
(if
on
a
phone
call),
note
the
IP
address
they
are
contacting
us
from
(if
on
a

chat),
and
notify
your
supervisor
immediately.

If
you
believe
that
your
personal
safety
is
threatened,

call
the
UT
Police
at
471‐4441.


Verifying
the
Identity
of
Customers

Our
procedures
for
verifying
a
customer’s
identity
can
be
found
at:

https://www.utexas.edu/its/staff/helpdesk/wiki/index.php/Verifying_identity


Verifying
a
customer’s
identity
is
extremely
important
for
a
variety
of
reasons.


Our
services
are
only
available
to
members
of
the
University
community.

Verifying
a
customer’s
identity

will
help
you
in
determining
how
they
are
affiliated
with
The
University
and,
as
such,
what
services
they

are
eligible
for.


In
order
to
release
information
about
an
account
or
change
a
password
on
an
account,
we
need
to

ensure
that
the
individual
that
we
are
speaking
with
is
in
fact
authorized
to
obtain
such
information.


This
is
a
security
measure
which
helps
prevent
abuse
of
technology
resources.

Often
times,
accounts

will
include
confidential
information
such
as
banking
information
or
student
records
and
verifying
an

identity
prevents
such
information
from
falling
into
the
wrong
hands.


9



If
a
customer
is
going
to
leave
their
property
with
us
(generally,
leaving
a
machine
with
us
for
a
short

while
in
the
Walk‐In
Service)
we
need
to
verify
their
identity
when
they
check
the
machine
in
to
ensure

they
are
eligible
for
the
service
and
that
we
know
who
the
property
belongs
to.




Failure
to
properly
verify
a
customer’s
identity
can
result
in
data
theft,
theft
of
property,
and
various

other
security
concerns.


Family
Educational
Rights
and
Privacy
Act
of
1974
(FERPA)

FERPA
is
a
federal
law
that
pertains
to
the
release
of
and
access
to
student
educational
records.


Information
on
FERPA
can
be
found
on
the
Registrar’s
web
site
at:

http://www.utexas.edu/student/registrar/ferpa/


Knowledge
of
FERPA
and
what
information
we
can
and
cannot
release
is
extremely
important.

We
also

happen
upon
students
whose
student
education
records
have
been
FERPA
suppressed.

Various
rules

and
policies
apply
in
these
situations.

For
example,
if
a
customer
has
their
records
FERPA
suppressed,

we
cannot
even
confirm
that
said
customer
is
a
student
at
The
University
or
not.


If
you
have
any
questions,
please
contact
your
supervisor,
the
Office
of
the
Registrar,
the
Office
of

Institutional
Compliance,
or
the
Vice
President
for
Student
Affairs
as
appropriate.


Microsoft
Campus
Agreement
(MSCA)

The
MSCA
is
a
software
licensing
agreement
between
The
University
and
Microsoft
Corp.
which
allows

ITS
to
sell
licensed
Microsoft
media
for
a
reduced
rate.

Information
on
the
MSCA
can
be
found
at:

https://www.utexas.edu/its/staff/helpdesk/wiki/index.php/Msca


Microsoft
Select
Agreement

The
Microsoft
Select
agreement
is
a
software
licensing
agreement
between
the
University
and
Microsoft

that
allows
UT
Austin
departments
to
have
access
to
various
server‐based
or
premium
Microsoft

products
at
a
considerable
discount.


Information
on
this
agreement
can
be
found
at
the
ITS
website.


Please
note
that
the
purchasing
process
for
products
under
this
license
are
different
that
those
that
fall

under
the
MCSA.

Generally,
if
a
caller
is
asking
about
buying
software
on
behalf
of
their
department

and
not
themselves
or
specific
individuals,
this
is
probably
what
they’re
asking
about.


http://www.utexas.edu/its/products/select/.


Training
is
available
for
most
products
that
fall
under
this
license
from
Microsoft.


http://www.utexas.edu/its/training/self‐paced/tutorials.php#ml


Human
Resources
Policies

The
policies
and
procedures
for
ITS
Human
Resources
can
be
found
at:

https://www.utexas.edu/its/staff/hr/student_employees.html


If
you
have
any
questions
about
these
policies
and
procedures,
please
contact
ITS
Human
Resources.


10



Policies
and
Procedures
Training
Tasks

Know
what
information
we
can
or
cannot
give
parents
regarding
their
child's
account
status,

enrollment,
or
existence
at
the
University.
(FERPA)

Score
100%
on
the
Customer
Service
Quiz
in
the
Help
Desk
Training
organization
in
Blackboard.


Section
V:
Where’s
Waldo?

The
purpose
of
this
activity
is
to
become
familiar
with
the
ITS
and
UT
web
structures.

What
you
must
do

is
find
information
about
the
following
items
WITHOUT

SEARCHING.

Please
bookmark
your
answers
for

review.


1. What
is
the
Commission
of
125?

2. Find
the
KB
article
that
describes
Mac
Error
codes.


3. How
can
a
customer
access
library
journals
if
using
a
3rd
party
ISP?

4. Where
are
the
common
UMBS
scenarios
the
HD
handles?


5. In
order
to
use
HD
privileges,
we
need
to
be
able
to
identify
our
customers.

What
is
the
HD

policy
on
passwords?


6. Where
can
you
find
the
expiration
date
of
your
Resnet
subscription?

7. Find
the
list
of
public
printers.


8. How
much
do
color
transparencies
cost
to
print?


9. How
can
a
customer
change
their
UMBS
password?

Login?

Set
forward?

10. What
does
Authenticated
SMTP
mean?
Where
can
a
customer
to
get
more
info
on
this?

11. Where
can
a
customer
go
to
download
a
licensed
copy
of
SAV?

12. How
do
I
add
customers
to
my
mailing
list?


13. Where
do
I
go
to
buy
SAS/SPSS?


14. Where
do
I
go
to
see
how
much
I
owe
if
I
am
a
student?
Faculty/Staff?


15. I
am
a
faculty
member
and
want
someone
to
come
to
my
office
to
fix
my
computer.
Can
this

happen?

16. What
are
the
hours
at
the
CBA/GSB
labs?


Section
VI:
How
to
Use
This
Training
Manual

This
manual
will
serve
as
a
guide
for
you
during
your
training,
helping
you
to
encounter
different
areas

and
tasks
in
a
logical
manner.

While
this
guide
will
introduce
you
to
the
various
topics
that
we
cover,
it

will
be
up
to
you
to
find
and
master
the
details.

Most
of
these
details
are
documented
in
our
Help
Desk

Wiki,
which
you
can
find
at:



 https://www.utexas.edu/its/staff/helpdesk/wiki/


We
live,
however,
in
an
Information
Technology‐oriented
world
and
things
change
at
a
rapid
pace.

As

such,
this
manual
and
the
wiki
may
not
always
contain
the
most
recent
information
and
will
certainly

not
contain
all
of
the
information.

If
you
find
information
that
is
out
of
date,
use
it
as
an
opportunity
to


11



learn
the
important
skill
of
finding
the
most
recent
information
(search
tools
are
your
friend)
and
taking

the
initiative
to
update
our
documentation.


While
you
progress
through
this
manual,
you
will
pass
through
topics
which
will
progress
from
the
more

simple
topics
which
can
be
explored
in
a
more
self‐paced
environment
to
the
more
complex
topics

which
will
requires
hands‐on
assistance
from
your
mentor
or
topic
experts.


For
each
topic,
you
will
be
given
an
overview
of
the
topic
and
some
links
where
you
can
learn
more

about
the
topic.

In
order
to
ensure
your
understanding
of
the
topic,
you
will
also
be
provided
with

topic‐specific
training
tasks.

Your
training
should
in
no
way
be
limited
to
these
tasks,
and
exploration
is

highly
recommended,
but
you
should
also
be
careful
not
to
progress
to
a
new
section
until
you’ve

completed
all
of
the
training
tasks.


You
will
also
find
boxes
next
to
certain
items
or
sections
in
your
training
guide.

Once
you
feel
you

understand
the
information
corresponding
to
the
box,
you
will
check
off
the
box.

When
a
box
is

checked,
it
is
fair
game
for
review
by
a
shift
leader.

After
completing
several
groups
of
items,
ask
a
Shift

Leader
to
review
what
you’ve
done.


Section
VII:
Administrative
Information

Administrative
Tasks

Print
your
course
schedule
and
provide
it
to
the
Help
Desk
Administrative
Staff.

• The
Help
Desk
Administrative
Staff
can
be
contacted
at:
hdadmin@austin.utexas.edu

• Your
course
schedule:
https://utdirect.utexas.edu/utdirect/index.WBX?t=MYCLASSES

• Your
schedule
will
be
used
to
determine
your
work
availability
–
any
hours
you
are
not

in
class
will
be
considered
available
time.

We
will
take
into
consideration
travel
time
to

and
from
class.

• Available
time
is
generally
considered
in
two‐hour
blocks.

Submit
your
preferred
work
hours
to
the
Help
Desk
Administrative
Staff
if
you
haven’t
already.

Complete
the
“Needed”
Compliance
Training
at
https://utdirect.utexas.edu/cts/


Have
Bob
Penman
take
your
picture
for
the
HD
roster

Check
for
your
phone
login
on
the
Staff
DB

o If
it’s
not
there,
have
Aaron
Reiser
create
you
a
phone
login


12



Section
VIII:
Tools
Access
and
Accounts
Overview

Help
Desk
Tools

In
order
to
do
your
job,
you
will
need
to
access
to
administrative
tools
for
several
of
the
services
offered

by
ITS.

The
following
activity
will
verify
that
you
have
such
access.

If
you
can’t
complete
one
of
these

tasks,
continue
to
the
next
one
and
notify
your
training
supervisor
as
soon
as
possible.


Your
Work
E­mail

Your
@austin.utexas.edu
Account

When
you
start
working
for
ITS,
you
are
given
an
account
on
the
Austin
Exchange
Messaging
Service

(AEMS).

This
e‐mail
account
will
be
in
the
form
username@austin.utexas.edu.

When
you
first
log
into

your
Help
Desk
computer,
your
copy
of
Outlook
will
be
automatically
configured
to
be
able
to
access
this

e‐mail
account.

Alternatively,
you
can
check
your
@austin.utexas.edu
e‐mail
via
OWA
(Outlook
Web

Access).


https://wmail.austin.utexas.edu/exchange


We
recommend
that
you
keep
your
work
e‐mail
and
your
personal
e‐mail
accounts
separate,
however

this
decision
is
yours
to
make.


Your
@its.utexas.edu
Account

When
you
start
working
for
ITS,
you
are
also
given
an
alias
e‐mail
account
which
should
automatically

forward
to
your
work
e‐mail
address.

This
e‐mail
account
will
be
in
the
form
f.lastname@its.utexas.edu

where
f
is
the
first
letter
of
your
given
name.


@its.utexas.edu
Training
Tasks

Send
an
e‐mail
to
newalias@its.utexas.edu
and
request
that
your
@its.utexas.edu
work
e‐mail

account
be
forwarded
to
your
@austin.utexas.edu
email
address
(please
provide
them
with

your
full
e‐mail
address).


Help
Desk
Mailing
Lists

There
are
three
important
mailing
lists
that
you
should
be
aware
of,
two
of
which
you
will
be
subscribed

to,
one
of
which
will
reach
your
supervisors.


hd­cons@utlists.utexas.edu

This
mailing
list
will
reach
all
Help
Desk
employees,
both
part‐time
and
full‐time.

An
old
mailing
list
that

this
mirrors
is
help‐folks@uts.cc.utexas.edu.




‐
Verify
that
you
are
receiving
e‐mail
sent
to
this
mailing
list.


hd­staff@utlists.utexas.edu

This
mailing
list
will
reach
the
Help
Desk
full
time
staff.

An
old
mailing
list
that
this
mirrors
is
help‐
lead@uts.cc.utexas.edu.


13



hd­all@utlists.utexas.edu

This
mailing
list
will
reach
all
Help
Desk
staff
including
some
other
folks
near
our
circle
who
might
be

well
served
to
receive
Help
Desk‐related
information.


Other
ITS
Mailing
Lists

allofus@its.utexas.edu

This
mailing
list
(which
stands
for
All
of
User
Services)
will
reach
all
employees
in
ITS
User
Services.

Do

not
send
e‐mail
to
this
list
without
prior
supervisor
approval.


its­staff@its.utexas.edu

This
mailing
list
will
reach
all
ITS
employees.

Do
not
send
e‐mail
to
this
list
without
prior
supervisor

approval.


problems@its.utexas.edu

This
list
is
for
operations
staff
to
send
out
notices
to
a
wide
variety
of
people
about
problems
or
issues

with
ITS
provided
services.
Help
Desk
staff
should
never
send
to
it.
Instead,
you
will
notify
the
Shift

Leader
who
will
contact
Operations
per
the
Failure
Notification
Plan.

Operations
will
then
send
e‐mail

to
this
list.


it­talk@utlists.utexas.edu

This
is
an
open
discussion
list
for
IT
employees
around
the
University.

You
are
automatically
subscribed

to
this
list
through
your
subscription
to
the
hd‐cons
mailing
list.


it­updates@utlists.utexas.edu

This
list
is
meant
for
notifying
the
entire
campus
of
IT
issues
that
affect
the
whole
campus,
such
as
major

system
updates.


Remedy
and
Tracking

Remedy,
which
can
be
accessed
via
the
BMC
Remedy
Client
software
on
your
machine
or
through
the

web
interface
above,
is
our
customer
contact
tracking
system.


Every
time
a
customer
contacts
the
Help
Desk,
we
track
the
details
of
their
contact
in
our
incident

management
software,
known
as
Remedy.

This
allows
us
to
compile
data
on
what
sort
of
contacts
we

get
over
varying
time
periods
as
well
as
let
us
backtrack
on
a
case
in
case
a
customer
calls
back
with

questions
or
concerns
regarding
prior
contacts
to
the
Help
Desk.


When
tracking,
the
most
important
question
to
keep
in
mind
is:
If
I
were
to
look
at
this
documentation

without
any
other
prior
knowledge,
would
I
be
able
to
determine
what
happened?

You
may
be
called

upon
by
a
customer
who
will
refer
to
a
prior
contact
they
had
with
the
Help
Desk
when
they
talk
with

you.

You
will
greatly
appreciate
the
detailed
documentation
provided
by
your
co‐workers
in
such
an

instance,
so
be
sure
to
help
them
in
the
same
way
–
document
all
cases
thoroughly.


14



Tracking
Terminology

Here
is
some
basic
terminology
which
you
will
need
to
know
when
working
in
our
call
center

environment:


Front
Line
/
Tier
I
–
This
is
what
you
are.

Tier
I
is
the
front
line
of
customer
service
and
support.


We
are
the
first
people
that
a
customer
will
deal
with
and
it
is
our
prerogative
to
provide
them

with
a
pleasant
experience.

We
also
seek
to
resolve
as
many
issues
as
possible
to
alleviate
the

work
load
of
system
specialists.

Incident
–
Any
singular
occurrence
that
is
brought
to
us
by
a
customer.

This
can
range
from
an

incorrect
password
to
a
faulty
keyboard
to
a
problem
with
a
mailing
list.

Problem
–
An
issue
that
affects
multiple
customers.

This
can
range
from
a
system
outage
to
a

power
failure.

Referral
–
When
an
incident
cannot
be
resolved
by
Tier
I
(you),
we
can
refer
the
case
to
a

specialized
group
to
handle
the
issue.

For
example,
if
a
customer
is
having
trouble
with
their

mailing
list
and
it
requires
the
intervention
of
the
Listmaster,
you
can
refer
the
case
to
the

Listmaster.

Escalation
–
Escalations
are
what
we
want
to
avoid.

These
are
like
referrals,
but
only
happen

when
there
is
a
problem.

For
example,
if
there
is
an
irate
customer
who
demands
to
speak
to
a

supervisor.

CTI
–
An
acronym
for
“Category,
Type,
Item.”

Each
case
gets
a
CTI
to
make
tracking
useful.

As

you
go
through
the
sections
on
Services,
you’ll
be
exposed
to
which
Category
and
Type
are

usually
used
for
each
service.


If,
while
progressing
through
this
section,
you
find
that
you
don’t
have
access
to
a
tool
listed
here,

immediately
notify
the
shift
leader.



‐
Read
the
Wiki
article
“Remedy”



‐
Verify
you
can
login
(EID
Login)
to
either
the
Remedy
client
(BMC
Remedy
User)
or
onto
the
web

interface:
https://help.its.utexas.edu/arsys/forms/arsys.its.utexas.edu/Remedy+Support


If
you’re
unable
to
do
so,
contact
your
training
supervisor.


The
Help
Suite


‐
Verify
you
have
access
to
Help
Suite
‐
https://utdirect.utexas.edu/its‐admin/its_help_suite.WBX
by

seeing
the
services
listed
for
EID
“garcialo”




‐
Read
the
Wiki
article
“Help
Suite”


The
Help
Suite
is
an
old
page
(as
of
this
writing
it
hasn’t
been
updated
since
2003)
which
provides
us

with
a
myriad
of
information
regarding
a
customer.

Customers
can
be
looked
up
by
EID,
UIN
(a

confidential
identifier
used
by
the
backend
of
some
systems
such
as
Webmail),
ISO
(the
sixteen‐digit

code
on
your
UT
photo
ID
card),
or
IF
(the
individually
funded
account
code).


15



Due
to
changes
in
a
number
of
systems,
most
of
the
information
in
the
Help
Suite
is
currently
unreliable.


The
current
use
of
the
Help
Suite
lies
in
the
Current
Services
and
Current
Balances
sections.


Current
Services

This
section
will,
with
some
accuracy,
list
the
services
that
a
customer
is
signed
up
for.

This
section
is

mostly
useful
if
a
customer
is
signed
up
for
Resnet
(the
Residence
Hall
Network).

If
working
properly,

the
account
will
show
up
in
this
section
with
a
View/Modify
button,
which
will
allow
us
to
directly
access

their
account
through
NetDirect.


Current
Balances

This
section
pulls
financial
information
directly
from
the
DEFINE
accounting
application
on
the

Mainframe,
and
is
completely
accurate.


You
will
see
three
billing
codes
here:
Old
ITS
Billing
Code
(6510),
ITS
Pay
Up
Front
Billing
Code
(6526),

and
ITS
Prepaid
Deposit
(6530).

The
Old
ITS
Billing
Code
reflects
ITS
charges
prior
to
2003,
at
which

point
ITS
switched
to
a
pay‐in‐advance
model.

If
these
charges
are
unpaid,
customers
will
receive
a

financial
bar
on
their
account
which
will
prevent
them
from
registering
for
classes
or
obtaining
a

transcript,
among
other
things.

The
ITS
Pay
Up
Front
Billing
Code
reflects
ITS
charges
after
2003
based

on
the
pay‐in‐advance
model.

The
pay‐in‐advance
model
was
implemented
to
prevent
accrued
unpaid

charges,
a
problem
which
occurred
with
the
old
billing
system.
The
ITS
Prepaid
Deposit
is
rarely
used,

but
is
a
debit
account
similar
to
Bevo
Bucks

usable
by
faculty
and
staff.


Technical
Resource
Account
Control
(TRAC)

https://utdirect.utexas.edu/its/account/department/index.WBX


TRAC
is
our
billing
system
through
which
most
ITS
services
are
configured
and
billed,
especially
for

departments.

This
tool
has
a
wealth
of
features,
but
the
most
useful
is
the
User
Lookup
which
allows

you
to
input
an
EID
and
have
it
return
what
groups
the
EID
is
in
and
what
services
they’ve
been

authorized
to
use.

Selecting
the
group
name
will
also
tell
you
who
the
group
sponsor
and
co‐sponsors

are.




‐
Read
the
Wiki
article
“Technical
Resource
Account
Control
(TRAC)”


WES
Tools


‐
Login
to
WES
Tools
(EID
Login)
https://www.austin.utexas.edu/austintools/logon.aspx
and
verify
that

you
see
both
“My
Account”
and
“Other
Accounts”




‐
Read
the
Wiki
article
“Austin
Account
Management
Tool”


The
WES
Tools
are
used
in
conjunction
with
the
various
Windows
Enterprise
Services
(WES).

Most
of

the
features
of
the
WES
Tools
have
been
depreciated
and
can
be
found
in
TRAC.

Use
of
the



WES
Tools
should
be
used
sparingly
and
the
WES
services
it
covers
will
be
discussed
in
more
depth
in

Section
X:
Advanced
Services.


16



NetDirect


‐
Go
to
NetDirect
(EID
Login)
https://netdirect.utexas.edu/nd/index.jsp
and
verify
that
you
can
see

“Resnet
(Read
Only)”
and
“Telesys
(Read
Only)”




‐
Read
the
Wiki
article
“Net
Direct”


NetDirect
is
a
direct
system
interface
with
the
Resnet
(Residential
Network).

The
current
use
of

NetDirect
is
to
look
up
Resnet
accounts
and
find
more
information
about
the
account,
such
as

subscription
plan,
subscription
terms,
renewal
types,
and
port
numbers.

This
tool
is
especially
useful
in

conjunction
with
the
Help
Suite,
where
you
can
look
up
a
customer’s
port
number
via
the
Help
Suite

(thanks
to
NetDirect)
and
then
enter
the
port
number
in
the
UTNet
Tools
to
get
a
more
detailed
look
at

a
port
and
its
status.


UTNet
Tools


‐
Touch
this
page
(EID
Login)
https://utnetdb.gw.utexas.edu/
and
set
up
a
profile;
then
tell
your

training
supervisor
to
create
your
UTNet
account.



‐
Verify
that
you
can
access
the
UTNet
Utilities
described
below
(VPN
Tools,
PNA
Tools,
etc.).




‐
Read
the
Wiki
article
“UTNet
Tool”


The
UTNet
Tools
provides
us
with
a
number
of
functions
specific
to
the
UT
Networks
which
allow
us
to

check
on
the
status
of
multiple
methods
of
connecting
to
our
network.


VPN
Tools

Using
the
User
Lookup
tool,
you
can
determine
if
a
customer
is
eligible
to
use
the
UT
VPN
system
and

get
their
login
history,
which
can
help
in
the
diagnosis
of
VPN
issues.


PNA
Tools

You
can
look
up
the
status
of
a
customer’s
Public
Network
Access
(PNA)
account
(utexas
wireless

network,
computer
labs)
through
the
User
Info
tool.

This
tool
will
tell
you
if
a
customer
is
disabled,
how

much
bandwidth
they
have
for
the
current
week,
how
much
they’ve
used
in
this
week,
how
much

bandwidth
they
have
left,
and
when
their
bandwidth
reset
date
is.

This
tool
will
also
reflect
additional

bandwidth
earned
through
promotions
or
purchased
through
TXShop.

Also
of
note
is
that
the
PNA

bandwidth
reset
date
also
applies
for
Resnet
customers.


Dot1x
Tools

This
tool
allows
you
to
search
through
the
radius
server’s
debug
logs
for
customer
authentication
results.


This
will
help
you
to
troubleshoot
connections
to
the
802.1x
“Restricted”
wireless
network.


Resnet

Through
the
Port
Status
page,
you
can
look
up
a
Resnet
port
number
and
see
the
status
of
the
port
(if

it’s
been
disabled,
if
it
requires
registration,
etc.),
who
the
port
is
registered
to,
the
MAC
address

associated
with
the
port,
and
the
port
history.

From
this
page,
you
can
also
re‐enable
ports
that
have

been
disabled
at
the
Self
Enable
or
Help
Desk
level.


17



Jabber

To
facilitate
inter‐Help
Desk
communications,
we
are
using
the
Openfire
cross‐platform
real‐time

collaboration
server
based
on
the
XMPP
(Jabber)
protocol.

The
client
for
this
system
is
called
Spark
and

can
be
found
on
your
Help
Desk
machine.

Other
IM
clients
can
be
found
on
Help
Desk
machines;
Pidgin

on
Windows
and
Adium
or
iChat
on
Mac
OS
X.



Get
your
default
password
from
Blaine

Verify
that
you
can
login
to
the
Jabber
server

o Server:
hd‐jabber.cc.utexas.edu

o User
Name:
EID

Change
your
default
password


EID
Admin
Tools


‐
Verify
you
can
access
the
EID
Admin
Tools
(EID
Login)
https://idmanager.its.utexas.edu/eid_admin/


The
UT
EID
Administrative
Services
page
provides
us
with
a
wealth
of
information
about
our
customers.


EID
Training
Tasks

Read
the
EID
Help
Pages:
http://www.utexas.edu/eid/help/

Read
the
Wiki
article
“UT
EID
Administrative
Services”

Know
what
Affiliations
are
and
why
they
are
important

Know
what
Entitlements
are
and
why
they
are
important

Know
how
to
use
the
online
EID
Self‐help
tools

Know
what
ITS
Services
use
EID
Authentication

Create
a
guest
EID
to
help
you
through
future
training
tasks


IF
Pages

https://utdirect.utexas.edu/its/account/services_overview.WBX


The
ITS
–
Computer
Account
Services
page
is
where
customers
can
sign
up
for,
manage,
and
cancel

personal
accounts
which
they
pay
for
(as
opposed
to
those
being
paid
for
by
a
department
or
other

funding).

A
customer
can
also
find
their
IF
Account
(Individually
Funded
Account)
original
password
on

this
page,
as
well.


UTS



‐
Read
the
Wiki
article
“UNIX
Timesharing
System”




‐
Ask
your
training
supervisor
to
help
you
set
up
your
UTS
Account


UTSpoke

https://www.utexas.edu/its/staff/helpdesk/utspoke/



The
UTSpoke
tool
allows
us
to
find
out
a
lot
of
useful
information
about
UTS
accounts.

You
can
find
the

account’s
accounting
code,
the
login
name,
their
home
directory
location,
what
shell
they
are
running


18



(and
if
they’ve
been
“noshelled”
for
accounting
reasons),
what
groups
they
are
in,
and
when
they
last

logged
into
the
text
customer
interface
of
the
system
(e.g.
using
Secure
Shell
Client).




‐
Read
the
Wiki
article
“UTSPoke”


Amicus

https://www.utexas.edu/cc/helpdesk/Amicus/cgi‐bin/Meet.cgi




‐
Ask
your
training
supervisor
to
get
you
access
to
Amicus




‐
Read
the
Wiki
article
“Amicus”


Amicus
is
used
to
create
appointments
for
the
Statistical
and
Mathematical
Consulting
groups.


More

information
on
Amicus
can
be
found
under
“Amicus
and
Appointments”
in
Section
X:
Advanced
Services.


Help
Desk
Blackboard
Organizations


‐
Login
to
http://courses.utexas.edu
and
verify
that
you
are
on
both
the
“Help
Desk
Reference”
and

“Help
Desk
Training”
organizations.


Since
we
do
support
for
the
Blackboard
courseware
pages,
we
have
a
reference
organization
that

functions
the
same
way
as
a
class
would.

You
have
TA‐level
access
on
the
Reference
Organization.

We

also
have
a
Training
organization
for
quizzing
and
other
purposes.


Staff
Database


‐
Login
to
the
Staff
Database
and
verify
that
your
information
is
up‐to‐date

https://www.utexas.edu/its/staff/helpdesk/staffdb/



If
it
isn’t,
please
refer
to
the
link
at
the
bottom
of
the
Staff
DB
page
to
request
an
information
update.


Attendance
Ticket
Database


‐
Login
to
the
Attendance
Ticket
Database
http://web.austin.utexas.edu/help
and
verify
that
you
do

not
receive
an
error
saying
that
your
EID
doesn’t
have
permission
to
access
the
page.



Help
Desk
Wiki

The
Help
Desk
Wiki
is
a
dynamic
tool.

As
new
information
becomes
available,
it
should
be
added
to
the

Wiki.

If
you
find
some
incorrect
information
in
the
Wiki,
you
should
correct
it.


Login
to
the
Help
Desk
Wiki:
https://www.utexas.edu/its/staff/helpdesk/wiki/

Under
the
Wiki
article
“Help:Contents”

o Follow
the
“MediaWiki
User’s
Guide”
link

o Follow
and
read
through
the
“For
editors”
section

Read
the
Wiki
article
“Help:Editing”

Edit
the
Wiki
article
“User:YOUR
EID”;
for
reference,
see
article
“User:Reiserab”


19



Section
IX:
ITS
Services
(Basic)

The
section
will
familiarize
you
with
the
various
basic
services
that
ITS
Offers
and
that
the
Help
Desk

therefore
supports.

In
addition
to
the
information
in
this
packet,
you
are
expected
to
visit
the
links

provided
as
well
as
the
articles
for
each
of
these
services
in
the
Help
Desk
Wiki
along
with
any
other

links
on
those
pages
pertaining
to
the
service.

If
you
find
something
you
don’t
know;
learn
it.


Help
Desk
Services

Here
is
a
quick
overview
of
the
services
offered
by
the
Help
Desk.

Further
detail
will
be
given
later
on
in

the
training
manual,
but
for
now
read
the
associated
Wiki
articles
for
each
service.


Phone
Support
and
Walk­In

The
support
provided
over
the
phone
in
the
Call
Center

[FAC
200]
and
in‐person
at
the
Walk‐in
Desk

[FAC
1st
Floor
Lobby]
is
theoretically
the
same.

In
Walk‐in,
you
are
not
allowed
to
touch
the
customer’s

machine;
on
phones,
you
can’t
touch
the
customer’s
machine.

In
Walk‐in,
we
can
see
the
problem
the

customer
is
having;
on
phones,
you
will
be
able
to
see
what
problem
the
customer
is
having
if
they

decide
to
use
our
ITS
Desktop
Viewer
tool
(aka
Bomgar).


Read
the
Wiki
article
“Walk‐in
Service”


eHelp
and
Chat

Online
technical
support
via
e‐mail
and
chat.

(Note:
The
current
chat
service
may
be
replaced
with

functionality
provided
by
Bomgar).


Read
the
Wiki
article
“eHelp”
and
“Chat”


Drop­Off
Service

Our
only
premium
(aka
they
give
us
money)
service.

The
main
service
provided
by
Drop‐Off
is
the

Format/Reinstall.

Other
services
include
Software
Installation,
Wireless
or
Networking

Configuration,

etc.


Read
the
Wiki
article
“Drop‐off
Service”


EID
Self­Service
Tools

http://www.utexas.edu/eid/


CTI

ITS
Services
>
EID
>
???


Associated
Help
Desk
Tool

EID
Tool


The
UT
EID
Self‐Service
Tools
allow
customers
to,
without
our
intervention,
reset
their
own
password,

find
their
UT
EID,
get
a
UT
EID,
change
their
password,
manage
their
UT
EID
profile
(for
non‐active

affiliates),
combine
EIDs,
and
upgrade
their
UT
EID.

If
a
customer
has
trouble
with
this
process,
the
self‐
service
tools
can
also
direct
them
to
their
official
UT
EID
contacts
who
should
be
able
to
assist
them.


20



EID
Self­Service
Tools
Training
Task

Use
the
Self‐Service
Tools
to
change
the
password
for
your
Guest
EID.


University
Mailbox
Service
(UMBS)

http://www.utexas.edu/its/umbs/
|
http://mail.utexas.edu



UMBS
is
the
service
that
provides
all
current
students,
faculty,
staff,
and
retirees
with
an

@mail.utexas.edu
e‐mail
address.

User
WILL
incorrectly
call
their
UMBS
account
their
“Webmail”

account.

CTI

ITS
Services
>
UMBS
>
???


UMBS
Training
Tasks

Forward
your
UMBS
e‐mail
to
itself
and
send
an
e‐mail
from
your
Austin
to
your
UMBS
Account.

Cancel
Forwarding

Rename
your
UMBS
Mailbox
name

Cancel
your
UMBS
Mailbox
name
change
request

Find
out
when
customers
can
create
a
UMBS
account

Find
out
when
UMBS
accounts
get
disabled

Read
the
Wiki
article
“University
Mailbox
Service”


Webmail

http://www.utexas.edu/its/webmail/
|
http://webmail.utexas.edu



Webmail
is
a
web‐based
e‐mail
client
which
is
most
often
used
in
conjunction
with
UMBS
accounts,
but

can
also
be
used
to
any
other
e‐mail
server
that
accepts
IMAP
connections.


CTI

ITS
Services
>
WebMail
>
???


Be
sure
the
issue
is
with
Webmail
itself,
and
not
with
their
UMBS
Account.


Webmail
Training
Tasks

Configure
Webmail
to
automatically
save
Outgoing
mail.

Figure
this
out
on
your
own.

Do
not

use
documentation
or
ask
for
help.

Start
by:

o Logging
into
Webmail
http://webmail.utexas.edu

o Going
to
Options

Configure
Webmail
to
both
use
and
not
use
a
Trash
Folder.

Note
the
differences
in
the
Inbox

interface.

If
you
don’t
usually
use
Webmail
as
your
UMBS
mail
client,
use
it
as
such
for
a
few
days.

Read
the
Wiki
article
“Webmail”


WebSpace

http://www.utexas.edu/its/webspace/
|
http://webspace.utexas.edu



21



WebSpace
is
a
web‐based
and
WebDAV‐based
service
which
allows
current
students,
faculty,
staff,
and

departments
access
to
online
data
storage.

The
storage
amount
and
bandwidth
amount
is
limited
and

while
web
pages
can
be
published
from
WebSpace,
scripting
is
forbidden.

WebSpace
is
also
an

approved
storage
method
for
Category
I
data
(highly
sensitive
records).


CTI

ITS
Services
>
WebSpace
>
???


WebSpace
Training
Tasks

Publish
to
WebSpace
–
send
the
link
for
your
webpage
to
your
training
supervisor

o (example:
https://webspace.utexas.edu/garcialo/www)

Connect
to
WebSpace
via
WebDAV
from
both
Windows
and
Mac
OS

Create
a
WebSpace
ticket
for
a
file
you
have
hosted
on
WebSpace

Find
out
when
customers
gain
access
to
WebSpace

Find
out
when
files
in
WebSpace
get
purged

Read
the
Wiki
article
“WebSpace”


BevoWare

http://www.utexas.edu/its/bevoware/


BevoWare
is
a
software
suite
available
to
current
students,
faculty,
staff,
and
to
a
limited
extent
retirees

at
The
University.

This
software
package
includes
anti‐virus
software,
firewalls,
anti‐spyware
software,

and
a
myriad
of
other
useful
utilities
and
programs.


CTI

For
BevoWare
site‐related
issues:
ITS
Services
>
BevoWare
>
???


For
BevoWare
Software‐related
issues:
Software
>
[Type
of
Software]
>
???


BevoWare
Training
Tasks

Bookmark
the
page
that
lists
who
has
access
to
which
applications
on
BevoWare

Print
out
the
listed
applications
on
BevoWare
for
Windows
XP/Vista
and
Mac
OS

Familiarize
yourself
with
every
BevoWare
application
for
Windows
XP/Vista
and
Mac
OS

Install
every
BevoWare
application
for
Windows
XP/Vista
and
Mac
OS
on
the
training
machines

o Check
them
off
on
your
list
as
you
install
them

Read
the
Wiki
article
“BevoWare”


22



Public
Network
Access
(PNA)

http://www.utexas.edu/its/network/public/


The
“public”
network
is
an
EID‐authenticated
system
that
allows
members
of
the
University
community

to
have
internet
access
around
campus
through
the
various
computer
labs,
the
wireless
network,
or

public
wired
access
ports.

Current
UT
Austin
affiliates
have
access
to
PNA
by
default
and
guests
of
the

University
can
be
granted
access
by
a
sponsoring
department.


CTI

ITS
Services
>
Public
Network
>
???


Associated
Help
Desk
Tool

UTNet
Tools


PNA
Training
Tasks

Find
out
who
should
be
connecting
to
PNA
using
“guest.utexas.edu”

Find
out
who
should
be
connecting
to
PNA
using
“restricted.utexas.edu”

Read
the
Wiki
article
“Public
Network
Access”


Restricted
/
802.1x
Wireless
Access

http://www.utexas.edu/its/network/public/


The
802.1x
“Restricted”
wireless
network
is
the
wireless
network
available
to
the
current
University

affiliates
and
sponsored
guests.

This
network
is
required
for
all
wireless
connections
as
of
August
1,

2007
and
is
simpler
and
more
secure
than
the
“utexas”
wireless
network.

One
of
the
main
advantages

of
the
“Restricted”
network
is
that
credentials
are
cached,
which
means
that
you
don’t
have
to
log
in

every
time
you
wish
to
access
the
network.



CTI

ITS
Services
>
Public
Network
>
PNA‐802.1x


Associated
Help
Desk
Tool

UTNet
Tools


PNA
Training
Tasks

Configure
a
PC
for
restricted.utexas.edu

Configure
a
Mac
for
restricted.utexas.edu

Read
the
Wiki
article
“802.1x”


Resnet
(Residential
Network)

http://resnet.utexas.edu/


The
Resnet
internet
service
in
the
dorms
is
a
joint
venture
between
ITS
and
the
Division
of
Housing
and

Food
Services.

Resnet
provides
dormitory
residents
with
high‐speed
wired
and
wireless
access.


23



CTI

ITS
Services
>
Resnet
>
???


Associated
Help
Desk
Tool

UTNet
Tools


Resnet
Training
Tasks

If
you
don’t
live
in
the
dorms,
then
sign
up
for
Resnet
via
(for
wireless
only);
don’t
pay
for
it

o Use
the
link
above
when
registering

Pick
a
random
customer
in
NetDirect
and
study
their
Port
Status
page

Also
look
up
the
User’s
PNA
usage

Familiarize
yourself
with
the
Resnet
AUP

Read
the
Wiki
article
“Resnet”


Computer
Labs

http://www.utexas.edu/smf/
|
http://www.utexas.edu/smf/mcf.html


ITS
provides
two
computer
labs
for
use
by
current
affiliates
of
the
University:
the
Student

Microcomputing
Facility
(SMF)
and
the
Multimedia
Computer
Facility
(MCF).

Both
labs
authenticate
via

the
PNA
network
and
are
located
in
the
Flawn
Academic
Center
(FAC).


Pharos
Printing
Services

http://www.utexas.edu/its/printing/


The
Pharos
Printing
Service
allows
customers
around
campus
to
print
to
printers
around
campus
using

their
UT
EID
and
EID
password.



CTI

ITS
Services
>
CPS
(Pharos)
>
???


Pharos
Training
Tasks

Print
to
an
SMF
printer
from
the
Help
Desk

Read
the
Wiki
article
“ITS
Printing
Service”


UNIX
Timeshare
Service
(UTS)

http://www.utexas.edu/its/unixweb/


UTS
provides
disk
space
and
a
processor
timeshare
on
our
Sun
OS
servers,
which
includes
an
e‐mail

address,
web
publishing
space,
and
file
storage.


Find
out
what
the
following
have
to
do
with
UTS

 ~www

 /export/httpd/vhosts/studentorgs/data/

 /export/httpd/vhosts/wwwtest/data/


24



CTI

ITS
Services
>
Unix
>
???


Associated
Help
Desk
Tool

UTSpoke


UTS
Training
Tasks

Publish
a
website
on
your
UTS
account


Web
Publishing

http://www.utexas.edu/learn/puboptions/


Customers
who
wish
to
publish
web
pages
have
many
options
on
campus
depending
on
their
needs,
all

of
which
are
listed
on
the
above
web
site
along
with
publishing
instructions.


There
is
also
valuable
information
for
learning
to
publish
web
pages
on
http://www.utexas.edu/learn



Web
Publishing
Training
Tasks

On
UTS,
setup
password
protected
mgate
form

o http://www.utexas.edu/learn/restrict/password.html


o http://www.utexas.edu/learn/cgi/mgateindex.html



Smartvoice

http://www.utexas.edu/its/smartvoice/


Smartvoice
is
the
voicemail
system
used
by
phones
on
the
UT
campus.

Users
have
many
configuration

options
and
can
check
their
voicemail
over
the
phone,
through
a
web
interface,
or
via
a
desktop
client.


CTI

ITS
Services
>
SmartVoice
>
???


Associated
Help
Desk
Tool

FirstClass
Client


Smartvoice
Training
Tasks

Ask
a
shift
leader
for
the
Non‐EID
login
customername
and
password
for
FirstClass

Login
to
FirstClass
via
the
Client
Software
and
browse
through
the
Preferences

Login
to
FirstClass
via
the
Web
Interface
and
browse
through
the
Preferences

Compare
the
Preferences
for
the
Client
Software
and
Web
Interface

Read
the
Wiki
article
“Smartvoice”


25



Software
Distribution
and
Sales
(SDS)

http://www.utexas.edu/its/sds/


SDS
handles
the
licensing
of
software
for
use
by
University
affiliates
as
well
as
the
purchase
of
certain

pieces
of
software.

Most
prominently,
they
handle
the
Microsoft
Campus
Agreement
(MSCA)
which

allows
students
to
purchase
Microsoft
products
at
a
significant
discount.


CTI

ITS
Services
>
SDS
>
???



SDS
Training
Tasks

Read
the
Wiki
article
“Software
Distribution
and
Sales”


Mailing
Lists
(Listproc
and
SYMPA)

http://www.utexas.edu/its/mailinglists/


The
University
currently
offers
two
solutions
for
customers
wishing
to
have
a
mailing
list:
Listproc,
a

command‐based
system
that
the
University
has
been
using
for
years
and
is
currently
no
longer

maintained
by
its
creators,
and
SYMPA,
a
new
web‐based
system
which
offers
more
features
and

flexibility.

Current
plans
are
for
Listproc
to
be
deprecated
in
late
2007
or
early
2008.


CTI

Listproc
issues:
ITS
Services
>
Listmaster
>
Listproc


Sympa
issues:
ITS
Services
>
Listmaster
>
Sympa


Mailing
List
Training
Tasks

Create
a
Listproc
mailing
list

Find
out
what
ILP
is

o Using
ILP
add
your
training
supervisor
as
an
owner
of
the
list

o Will
your
training
supervisor
receive
e‐mail
sent
to
the
list?

o Using
e‐mail
remove
your
training
supervisor

Create
a
Sympa
mailing
list

Read
the
Wiki
article
“Listproc”

Read
the
Wiki
article
“Sympa”


Virtual
Private
Network
(VPN)

http://www.utexas.edu/its/vpn/


ITS
offers
a
configured
Cisco
VPN
client
to
allow
members
of
the
University
community
to
establish
and

maintain
a
secure,
encrypted
connection
to
the
campus
network
from
off‐campus.

Certain
systems
on

campus
require
you
to
be
connected
from
on‐campus
and
the
VPN
client
provides
a
solution
to

customers
who
need
access
to
those
systems
but
are
unable
to
physically
be
on
campus.


26



CTI

ITS
Services
>
VPN
>
???



VPN
Training
Tasks

Read
the
Wiki
article
“Virtual
Private
Networking”


Associated
Help
Desk
Tool

UTNet
Tools


Outlook
Web
Access
(OWA)

https://wmail.austin.utexas.edu/exchange/


Users
of
the
Austin
Exchange
Messaging
Service
(AEMS)
have
the
option
of
checking
their
email
using
a

web‐based
Outlook
client
at
the
above
address.


CTI

ITS
Services
>
AEMS
>
Web
Client


OWA
Training
Tasks

Check
your
Austin
e‐mail
using
OWA
in
both
Firefox
and
IE.

Note
the
similarities


Note
the
differences



Non­ITS
Services

Since
we
are
the
only
call
center
on
campus
and
our
number
is
well
published,
we
get
calls
about

services
that
are
not
administered
by
ITS.

When
appropriate,
we
advise
customers
to
contact
the

administrator
for
that
service
and
help
the
customer
find
the
correct
contact
information
to
do
so.


In
the
cases
below,
we
provide
something
more
or
something
different
than
“best
effort”
support.


UT
Homework
Service

http://hw.utexas.edu/


CTI

EID
Questions:
ITS
Services
>
EID
>
???

Non‐EID
Questions:
Non‐ITS
Services
>
Department
Server
>
N/A


The
homework
server
uses
EID
authentication.

As
such,
the
only
support
we
provide
for
this
service
is

for
customers
that
need
to
have
their
passwords
reset.

This
usually
includes
non‐UT
students.

For
any

other
issues
with
the
Homework
Server,
the
customer
should
be
referred
to

homework@physics.utexas.edu
or
to
the
form
at
https://hw.utexas.edu/emailEid.html
which
is

accessible
from
a
link
on
the
Homework
Service
homepage.


Please
read
the
Wiki
article
“UT
Homework
Service”


27



College
of
Fine
Arts
(COFA)

The
Help
Desk
is
contracted
to
provide
Tier
1
support
for
the
College
of
Fine
Arts.

If
there
is
an
issue

which
you
are
not
able
to
resolve
or
that
requires
an
Administrator,
we
have
a
referral
group
for

escalation.


Please
read
the
Wiki
article
“Fine
Arts”


Section
X:
Advanced
Services

The
following
services
are
more
complex
in
nature
and
may
require
a
training
session.

Be
sure
to

carefully
follow
the
tasks
outlined
and
ask
a
supervisor
any
questions
that
you
may
have.


Austin
Services

The
Windows
Enterprise
Support
(WES)
group
offers
a
number
of
services.


Active
Directory

http://www.utexas.edu/its/ad/


Database
Services

http://www.utexas.edu/its/msaccess

|

http://www.utexas.edu/its/sqlserver


http://www.utexas.edu/its/windows/database/


Disk
Storage

http://www.utexas.edu/its/storage/


Messaging

http://www.utexas.edu/its/messaging/


Personal
Web
Publishing

http://www.utexas.edu/its/winweb/


Printing

http://www.utexas.edu/its/wprint/


Software
Update
Services

http://www.utexas.edu/its/sus/


Windows
Internet
Naming
Service
(WINS)

http://www.utexas.edu/its‐archive/windows/wins/



Windows
Terminal
Services
(WTS)

http://www.utexas.edu/its/wts/



Austin
Services
Training
Tasks

Follow
and
read
all
the
links
from
the
Wiki
article
“Austin
Services”


28



Mainframe

https://www.utexas.edu/its/staff/helpdesk/wiki/index.php/Mainframe


Mainframe
Training
Tasks

Schedule
a
Mainframe
Training
session
with
Kim
Montroy.

Know
common
Help
Desk
commands
for
TXEID,
DPUSER,
DEFINE,
TXMAIL.

Score
100
on
the
ACS
Quiz.

Have
your
Mainframe
training
documentation
on
hand.

Read
the
Wiki
article
“Mainframe”

Read
the
Wiki
article
“Green
Output”


Courseware
(Blackboard,
CLIPs)

https://www.utexas.edu/its/staff/helpdesk/wiki/index.php/Blackboard


https://www.utexas.edu/its/staff/helpdesk/wiki/index.php/CLIPS


Courseware
Training
Tasks

Schedule
a
Courseware
Training
session
with
Kevin
Dicken.

Know
how
to
display
CLIPs

Score
100
on
the
Blackboard
Training
Quiz

Know
the
difference
between
CLIPs,
Blackboard,
and
UT
Direct.

Read
the
Wiki
article
“Classroom
Information
Pages”

Read
the
Wiki
article
“Blackboard”

Read
the
Wiki
article
“UT
Direct”


Accounting
(TRAC,
Refunds,
etc.)

Accounting
Training
Tasks

Know
what
“Non‐Paids”
are
and
what
we
can
do
with
them.

VAL
and
CAR
Forms
(Legacy
accounting
system)

TRAC
(new
accounting
system
–
both
individual
and
departmental
interfaces)

Know
the
Refund
Request
Policy
for
all
services

Know
how
to
subscribe
and
pay
for
Resnet:
through
DHFS
and
on
their
own

Know
how
to
find
the
prices
for
all
ITS
services


Amicus
and
Appointments

http://ssc.utexas.edu




We
current
offer
Tier
II
consulting
appointments
for
a
number
of
services.

Amicus
is
our
legacy

appointment
system
and
appointments
can
be
made
for
the
following
groups
through
Amicus.


Amicus
Appointment
Groups

• Statistical
Consulting
(for
statistical
software
such
as
SAS,
SPSS,
AMOS,
etc.)

• Mathematical
Consulting
(for
math
software
such
as
Matlab,
Maple,
and
Mathematica)


29



Customers
can
schedule
their
own
appointments
through
the
public
Amicus
pages
at

http://www.utexas.edu/cc/amicus/


We
also
offer
other
Tier
II
consulting
appointments
through
Remedy
for
the
following
groups.


Remedy
Appointment
Groups

Microsoft
Office
(for
software
in
the
Office
Suite
and
Thesis
&
Dissertation
customers)

Micro
(for
Tier
II
personal
computer
support)

Database
(for
database
questions,
especially
those
offered
by
WES)

Unix
(for
Unix
questions,
particularly
with
UTS)


There
are
some
groups
that
we
used
to
offer
appointments
for,
but
now
we
just
refer
the
case
to
the

group
through
Remedy.



Appointments
which
are
Now
Referrals

College
of
Fine
Arts
(COFA)

Team
Web
(web
programming)



Section
XI:
Getting
Exposed
to
User
Issues

In
this
section,
you
will
be
exposed
to
actual
cases
by
our
customers.

This
is
so
you
get
an
idea
of
what

types
of
issues
our
customers
contact
us
about
before
you
actually
start
remediating
customer
issues.


Listening
to
Calls

From
now
until
you
start
taking
calls,
you
should
be
finding
someone
on
phones
and
listening
to
their

calls.

Listening
to
calls
is
not
only
a
great
way
to
get
exposure
to
customer
issues;
it’s
also
a
good
way
to

meet
your
future
peers
at
the
Help
Desk.


During
Fall
Rush,
the
call
center
will
be
particularly
busy.

You
shouldn’t
spend
your
entire
day
listening

to
calls.

Take
time
to
do
other
tasks,
such
as
eHelp
and
Chats.


Listening
to
Calls
Training
Tasks:

Ask
questions
of
the
Consultant
you’re
listening
to

o Why
they
suggest
what
they
suggest

o Get
more
information
regarding
policies/procedures
that
you’re
unfamiliar
with

For
each
call;
if
you
have
a
computer,
try
to
find
the
answer
yourself

Include
information
about
interesting
calls
for
your
Weekly
Training
Report



After
listening
to
calls
for
a
week
or
two,
you
should
begin
taking
calls
with
at
least
one
Consultant

listening
to
you.

While
in
training,
you
SHOULD
NOT
take
call
by
yourself.


eHelp

In
this
section,
you
will
also
begin
answering
customer
questions
via
our
eHelp
tool
in
Remedy.

Please

consult
with
a
shift
leader
before
starting
this
section.


30



The
primary
benefit
of
eHelp
as
a
support
option
is
that
it
allows
you
the
time
necessary
to
research
the

correct
answer
to
a
question.

Take
this
training
opportunity
to
answer
as
many
questions
as
possible

and
use
the
time
available
to
research
and
learn
the
answers
to
difficult
questions.

If
you
cannot
find
an

answer
through
your
own
research,
consult
the
shift
leader
for
a
solution
or
guidance.


While
training,
you
should
be
setting
the
Group
to
“User
Services
>
Help
Desk
>
Training
Review.”


eHelp
Training
Tasks

Read
the
Wiki
article
“eHelp”

o Pay
special
attention
to
the
Style
Guide
sections.

Read
the
Wiki
article
“Spam”

o Pay
special
attention
to
the
Reading
E‐mail
Headers
section.

Have
either
a
shift
leader
or
a
consultant
show
you
how
to
do
eHelp
through
Remedy
(let
them

know
you
need
to
be
referring
these
to
[User
Services
>
Help
Desk
>
Training
Review])

Answer
five
eHelp
questions
and
ask
your
training
supervisor
to
review
them.

Do
not
do

additional
eHelp
until
they’re
reviewed.

Once
they’ve
been
reviewed
and
you’ve
received
feedback
continue
doing
eHelp
five
at
a
time


eHelp
Clearance


Once
your
training
supervisor
feels
you’re
eHelp
is
consistently
well‐formed
and
correct,
you
will

be
clear
to
process
eHelp
on
your
own.


Chat

http://www.utexas.edu/its/help/chat/tech_login.php


One
of
the
methods
of
communication
that
we
offer
to
our
customers
is
the
ability
to
chat
with
us

online.

A
benefit
of
the
chat
system
is
that
it
can
provide
EID
authentication,
which
allows
us
to

positively
verify
a
customer’s
identity.



When
you
log
on
to
a
chat,
use
your
first
name
only.

You
should
leave
the
chat
interface
open,
so
that


you
can
see
any
new
chat
requests
to
train
on.


Logging
Chats

You
should
track
chats
in
Remedy
like
normal
(the
Source
will
be
“IM”).

However
while
training,
each
of

your
chats
will
be
reviewed.

To
track
chats,
copy/paste
the
text
of
the
Chat
into
the
Work
Log.

Please

also
click
on
“Logoff”
when
done
with
a
Chat.

This
does



Chat
Training
Tasks

Set
up
a
mock
chat
with
another
trainee
and
take
turns
being
customer
and
agent.

Do
not
track

mock
chats.

Remember
to
ALWAYS
“Logoff”
when
done
with
a
chat.


31



Shadowing
in
Walk­in
Service

“Walk‐in”
service
is
the
internal
name
for
the
desk
area
in
the
Lobby
of
the
FAC
where
we
assist

customers
with
computer
issues
in
person.

When
speaking
with
a
customer,
please
refer
to
it
as
“The

Help
Desk.”


In
this
section
you
will
begin
working
with
customers
and
remediating
computer
problems
with
minimal

supervision.

The
Walk‐in
desk
is
also
the
most
visible
service
of
the
Help
Desk.


Walk­in
Service
Training
Tasks

Shadow
consultants
working
in
Walk‐in
Service
to
learn
the
ropes,
note
these
in
your
weekly

report.

Note:
You
are
NOT
there
to
fix
customer
issues;
you
are
shadowing
consultants
fixing
customer

issues.


Section
XII:
The
Front
Lines

Before
you
begin
this
section,
you
should
have
completed
the
following:


Two
weeks
listening
to
calls

This
Training
Guide
through
Section
X:
Advanced
Services

100
eHelp


This
section
should
wrap
up
your
training.

The
first
part
of
this,
you’ll
spend
in
the
Call
Center
taking

Phone
Calls,
answering
eHelp,
and
taking
Chats.

If,
during
your
time
in
the
Call
Center,
you
discover

areas
which
didn't
get
covered
adequately
up
until
now,
then
take
time
to
clear
up
any
confusion.

Feel

free
to
ask
the
shift
leader
or
your
training
supervisor
for
help
with
this.


Up
until
now,
you’ve
been
on
the
schedule
as
“Trainee.”

As
you
begin
taking
calls
and
helping

customers
directly
in
Walk‐in,
you
will
be
scheduled
as
“Trainee
Phones”
and
“Trainee
Walk‐in,”

respectively.


Taking
Phone
Calls

There
are
unique
issues
that
come
up
when
taking
calls;
Smartvoice,
College
of
Fine
Arts,
Phone

Solicitors,
identity
verification
for
EID
password
resets,
etc.


When
taking
calls,
you
should
try
to
solve
issues
on
your
own
rather
than
relying
on
the
Consultant

monitoring
you.

It
is
very
useful
to
be
in
contact
with
them
via
Jabber
during
the
call.


Numbers
to
Know

Some
of
the
numbers
below
will
be
provided
to
you.

Others
you
will
be
asked
to
find
on
your
own.

If

you
don’t
memorize
these
numbers,
you
should
at
least
be
able
to
access
them
at
a
moment’s
notice.


The
five
numbers
customers
can
call
to
reach
the
Help
Desk:

• Basic:
475‐9400


32



  “Thank
you
for
contacting
the
ITS
Help
Desk.

This
is
[your
name].

May
I
have

your
EID,
please?”

• ITS
Faculty
Line:
475‐9200

 “Thank
you
for
contacting
the
ITS
Faculty
Line.

How
may
I
help
you
today?”

 Get
the
EID
eventually

• Admin
Computing:
471‐8800

• Fine
Arts:
232‐0900

• Widget/Datatheft/Comm
of
125:
475‐9020
or
866‐657‐9400

Bat
Phone:
475‐9244
(Help
Desk
back
door)

COM/UDC
Operations:
475‐9232

AC
Ops
(aka
Machine
Room):
471‐0007


Phone
Skills:
What
you
Need
to
Know

Wireless
Headsets

o How
to
mute
the
headset

o How
to
synchronize
headsets
with
bases

Basic
Phone
Functionality

o How
to
log
into
the
queue

o How
to
put
a
call
on
hold
and
how
to
pick
it
back
up

o How
to
program
phone
(volume,
etc.)

o How
to
transfer
calls,
blind‐transfer,
and
how
to
make
conference
calls

Other

o What
the
ACD
is
telling
you

o When
NOT
to
log
out
of
the
phone
queue
(always
check
with
shift
leader
first)

o The
military
phonetics
for
the
alphabet:

 Alpha,
Bravo,
Charlie,
Delta,
Echo,
Foxtrot,
Golf,
Hotel,
India,
Juliette,
Kilo,
Lima,

Michael,
November,
Oscar,
Papa,
Quebec,
Romeo,
Sierra,
Tango,
Uniform,

Victor,
Whiskey,
X‐Ray,
Yankee,
Zulu

Bomgar
(Note:
These
must
be
approved
by
your
monitor)

o How
to
initiate
a
Bomgar
session

o When
to
initiate
a
Bomgar
session

o What
to
tell
the
customer
when
you
want
to
initiate
a
Bomgar
session

o Tracking
about
Bomgar
use


Telephone
Consulting
Training
Tasks

Take
calls
while
being
monitored.
Make
sure
your
monitor
submits
a
report
to:

o hd‐staff@utlists.utexas.edu



Walk­in
Desk

Once
you’ve
taken
at
least
100
phone
calls
and
are
feeling
confident
on
Calls,
you
should
test
your

mettle
at
the
Walk‐in
Desk.


33



The
Walk‐in
Desk
is
also
the
most
visible
service
which
we
provide.

At
the
Walk‐in
Desk,
you
will
have

the
highest
level
of
customer
interaction
with
minimal
supervision.

As
such,
you
are
expected
to
treat

the
customer
with
the
utmost
respect
and
keep
your
composure
at
all
times.


Section
XIII:
The
Final
Review

Congratulations!

You
are
almost
done
with
your
training.


The
Final
Review
is
a
one‐on‐one
verbal
quiz
with
your
training
supervisor.

You
will
be
asked
questions

touching
on
common
and
some
not‐so‐common
issues
dealt
with
at
the
Help
Desk.

You
will
be
judged

on
the
accuracy/completeness
of
your
answer,
the
manner
in
which
you
answer
the
question.


Please
note
the
number
of
tracks
required
to
attempt
a
final
review.

It
is
your
responsibility
to
notify

the
training
supervisor
when
you’re
getting
close
to
reaching
or
have
reached
these
numbers.


Tracking
Requirements
to
Attempt
a
Final
Review

150
eHelp

150
Phone

150
Walk‐in


The
End
of
the
Beginning

Submit
comments,
improvements,
suggestions
and/or
corrections
for
this
training
checklist
to

help
lead:
hd‐staff@utlists.utexas.edu


34