Tech Computer Center User Consultant Handbook |  |
Tech Computer Center User Consultant Handbook | |
We are not to repair or fix non-TCC computers . The TCC is not an ad-hoc repair shop for our client's personal computers. We also should not install software for them. Basically, if it isn't ours, don't work on it. An exception is TCC distributed software, such as educational software our licensing allows us to provide. We should be able to answer basic questions about the software, and in some cases provide documentation or pointers to it, but we are not to install it for the user. If the documentation is not sufficient, then open a ticket to have the documentation group look at rewriting it.
If a person insists that we should do something to fix their problem you should show them (so they can repeat the process later, on other things, as needed) how to file a ticket. Use this instructional opportunity to actually file the ticket about the current problem they're having.
On October 18, 1996 Terry Anderson filed a ticket about the way the TCC was being run. His concern was with the scope of our duties. The body of the ticket follows, as does our current stance on the issue.
TicketID: 19961018122818 What's the TCC's policy on servicing non-NMT PCs? Even as I write this, there's a rude, arrogant woman here demanding that some UC make her computer usable, AND SOME UC IS ACTUALLY DOING IT!! (On the clock?) I never intended my tuition and fees to subsidize an ad-hoc PC repair shop for those who aren't even students. My concern is, that others will hear of this, and begin to think of the TCC as an acceptable substitute for digital competence, at my expense. |
From ray Mon Oct 21 08:25:25 1996 Terry is right. We (UCs) aren't supposed to be working on non-tcc machines. Our help to people is limited to helping them use the TCC systems and facilities (not getting their computers to run). This may get a bit fuzzy when it comes to their installing software which the TCC has made available. In those cases it's the user's responsibility to install the software and get it working. If there's a problem then they can contact us and we'll answer reasonable questions (e.g. we won't spend time bringing them up to speed on an OS so they can manage the installation, they'll need to read their OS manuals for that information), but we won't install it for them. If the documentation the TCC put together isn't good enough for them to do the installation John Shipman may look at re-writing it (but we still don't do the installation). One reason for not doing this is that we don't have the resources to do it; another good reason has been expressed above by Terry. |