June 12, 2009

STC Protocols

Table of Contents

Shift Responsibilities

While you are on shift you are responsible for the following:

  • Continuously monitor your inbox for incoming (or past) stchelp@williams requests
  • Check voicemail
  • Answer what questions you can for the client, and fill out tickets for everything
  • Be approachable! In addition to staying at the desk, this means no wearing headphones and no eating
  • If you have a question, ask! Email the STC managers and we’ll get back to you ASAP.

Scheduling

  • If you are unable to work your assigned shift, you are required to find a substitute to cover your shift. To do so, send an email to the STC listserv (stc-only@williams.edu) with subject line “Subrequest <date> <shift time> <location>”.
  • If you are responding to a sub request, ensure that you Reply All to let everyone know you are taking that shift.
  • If you see that fewer people are on shift than scheduled:
    • Talk with who’s on shift and/or check your inbox. The other person could just be in the bathroom, or might’ve sent out a “I’m going to be a few minutes late” email.
    • If the person didn’t show, feel free to take over their shift.

Ticketing

You should fill out a ticket for every interaction with a client, not just for problems you can’t resolve! Tickets help OIT establish a history for a given client, and also help administrators understand what sort of issues are being brought to STCs.

Everything starts by logging into Web Help Desk.

  1. To generate a new ticket:
    1. Click “New Ticket”
    2. Enter the client’s username in the “User Name” field and click “Search”
    3. Click “Ticket Details”
    4. Set “Request Type” to “STC” and in the subsequent drop-down menu choose the most applicable sub-type.
    5. Fill out the “Subject” field.
    6. Fill out the “Request Detail” field the client’s problem/request. Be descriptive, so that someone else reading the ticket will understand what was going on.
      1. If you were able to solve the problem, briefly explain the solution.
      2. If you were not able to solve the problem, list what steps you took to solve the problem.
    7. Enter your username in the “Williams username” field
    8. If the issue is solved set “Status” to “Closed,” otherwise leave it as “Open”
    9. Click “Save”
  2. To look up a client’s past and present tickets:
    1. On the top toolbar, click “Clients.”
    2. Enter the client’s username of first/last name and select them from the list that appears at the bottom of the page.
    3. Towards the top of the page, click “Ticket History.”
    4. In the “No.” column, click the ticket number corresponding to the ticket you want to look up.

Basic Knowledge

  • When responding to a client on STC-related issues via email, always CC stc-only@williams.edu. This is important for a few reasons:
    • If the issue resolution spans multiple shifts, this allows whichever STCs are currently on shift to seamlessly “take over” responding to the client.
    • Guy receives stc-only emails and if the issue is serious or he sees that we’re not able to solve it, he will direct resolution.
    • CC is important (and not Reply All) because all emails sent to stc-only automatically cause a ticket to be generated in Web Help Desk. So if you Reply All instead of CC there will be a ticket made, in your name, with the client’s issue.

Peoplesoft and Email use different passwords. For a full list of what accounts use your email password, check here.

FAQs

Q: Where is <person/place>?
— OIT site and WSO sometimes have office number for staff.
— Check the plaque on the pillar (more reliable) for a map of Sawyer
Q: What do I put for my username?
— Username: abc1
— Email login: abc1@williams.edu
— Peoplesoft: W1234567
What is my ID number?
* Your Williams ID number is a 7-digit number. When logging in to Peoplesoft, make sure to put a “W” before it.