Tech Computer Center User Consultant Handbook |  |
Tech Computer Center User Consultant Handbook | |
The office must remain presentable to the public as a professional working environment. To this end things which don't present a professional image are to be located elsewhere. The office is to remain clean and neat.
As non-TCC people will visit the office from time to time it is important that any sensitive material (like internal procedures, passwords, employee phone numbers) be kept out of sight (e.g. don't leave the staff phone directory sitting on your desk or by the phone, stow it in a drawer).
Office hours are any working hours which are not spent working a scheduled shift at the Help Desk. (If you work in place of the person normally scheduled to cover the Help Desk then claim those hours as Help Desk hours and be sure to update the appropriate Google calendars.) A weekly summary of work done during office hours is to be emailed to the Services Coordinator (noteworthy entries will be included in the minutes of the Manager's meetings).
Office hours were established so that you'd have some relatively unbroken, non-interrupt driven, time in which you can resolve tickets and help users over the phone, or by visits to their office (or lab). It is also so you can have time to learn more about the TCC's facilities.
Examples of things done during office hours include:
Ticket work.
Working on phone calls transferred from the Help Desk.
Studying any of the books on the Job Related Reading List.
TCC projects (e.g. testing new templates).
Learning more about TCC supported software packages.
Learning more about the OSs used at the TCC.
Learning more about TCC hardware.
Learning more about the TCC network.
Learning more about the TCC systems.
As with most things, the concept of office hours is subject to abuse so you need to guard against slipping into that state. (We no longer have the percent of office hours that we used to due to this.)
The office can be used as a place to do academic work, but not while you're scheduled to work the Help Desk.
Office work should be done in the office (other than those instances where you may need to visit a different location to resolve a problem, like somebody else's office). Office hours should not be a way of rounding out a pay period; it should be a time to fix problems you can't reasonably attend to while at the Help Desk. Prior approval by the Services Coordinator is needed for tasks (other than ticket work and UC meetings) which will be charged to office hours.
Your scheduled office hours are to be posted in the Office Hours Google calendar.
Office hours are not to conflict with Help Desk hours.
When anyone is in the office working office hours the door to the office should be unlocked.