Tech Computer Center User Consultant Handbook |  |
Tech Computer Center User Consultant Handbook | |
"Help Desk", when referred to as a location, is the area behind the desk itself and the loanables cabinet (cabinet #3) to the right of the desk (looking out from the desk). This area is all considered the Help Desk area (or simply "Help Desk") as the UC (or UCs if things get that busy and we're fortunate enough to have more than one UC working) will be doing most of their work here. This space provides access to all three loanables cabinets, oracle, donald, modem-test, and speare5-1-19, as well as the counter top space for testing loanable projectors. This space is a work space and not to be used for non-work related activities (e.g. socializing).
When working at the Help Desk (as opposed to working in the UC office) you should actually be at the Help Desk, unless you're in an user area helping an user (or doing some other job related task which is Help Desk related -- note that things like testing templates doesn't qualify as that should be done using office hours). This makes it easier for people needing help to find you.
When you do leave the desk be sure to leave an informative message as to what you're off doing or where you've gone on the screen of the Help Desk workstation (using uclock). If your message pertains to time give a definite time when you'll be back (don't say ``back in 5 minutes'' or ``left for a second'' since there is no reference as to when that time is counted from). Another thing you might say is ``Call -5437 from Courtesy Phone'' (if you can actually be reached there). If you leave the building (Speare), or go where the phone can't reach, be sure that voice mail is turned on and that you check for voice mail messages when you get back.
If you've run out of specific tasks, there is a cabinet of books to read (with luck, some of the ones you haven't read are of interest to you).
About three or four times an hour you need to inspect each (actually walk through, not just look at the security monitor) of the user areas in Speare to see what is going on. Take your time going through the user areas, and make eye contact with people looking your way, to see if anybody there would like your help. If you notice any broken machines you should file a separate ticket on each one. These tours of the user areas would also be a good time to maintain appearances by tucking away chairs and squaring off keyboards and mouse-pads.
Improving the appearance of the Help Desk area is another task (for those idle moments!). Having the desk shared by many people can lead to a disorganized appearance. The appearance of the Help Desk area does reflect on both the UC's and the TCC as whole. Keeping things uncluttered and ordered will improve our image. (It should also make it easier for people to find things.)
For a more complete (but not complete) list of the tasks associated with the Help Desk please see the Shift Checklist.