Client Services & Operations Orientation Course

This link provides Knowledge Base Articles (KBA) which give instructions for how to perform many Client Services and Operations Procedures.

Most of the troubleshooting KBA's are located under ITS Internal. Search for a topic by simply typing in the subject in the upper right of the screen under Search.

A client facing way to request services and submit tickets. It showcases all services that ITS provides. This is useful for when there is a request that is not recognized. First search the service catalog to see if ITS offers this service. If not, contact your supervisor as ITS may sometimes provide services that are not listed. Remember to check if the service that the client requests is best suited for their situation.

A Google Drawing that shows the Career Path for Operations STARS. Each level has an associated link that will give you an overview of that position.

A Google Drawing that shows the Career Path for Client Services STARS. Each level has an associated link that will give you an overview of that position.

This guide will help you with the format and structure that Knowledge Base Articles must follow. Documenting new procedures in a KBA will help others who may have a similar issue.

This internal Knowledge Base category, which can only be viewed from a IT account, provides you with a number of guides on the procedures that you must follow as a STAR. Please take a look through each article and familiarize yourself with each procedure.

A KBA on where to find essential resources for Ops STARS.

Here you will find a guide on the procedure to follow when addressing a Walk-In, Phone-In, and Email.

STARS must follow these rules and procedures when entering or modifying data in Inventory.

A template that Client Services must use when writing a Nightly report. Make sure that everything in the template is correctly updated.

Ops must follow this template when writing either a Mid Day or End of Day Report. For the Mid Day report, you must include what has to be worked on in the next shift. For the End of Day report, include what has to be worked on the next day. Remember to correctly update the template. You will copy this template into an email and send it to Ops Stars, Greg, and Rich.

Please review attached TeamDynamix Ticketing Slide Presentation. The presentation will give you an overview of the Best Practices to follow when creating Tickets.

Follow these instructions to set up email filters that will allow you to deal more efficiently with the numerous TeamDynamix emails that you will get as a result of being added to the TeamDynamix group for important notifications.

Please visit this Knowledge Base Article about the Projects and Card Wall management under Projects / Workspaces in TeamDynamix.

A guide on creating Tickets in TeamDynamix

A guide on how to write descriptions in TeamDynamix

Please visit this Knowledge Base Article to familiarize yourself with the many canned responses that IT uses.

TeamDynamix Client Services Escalation Checklist

Information regarding what is required upon ticket creation.

See below KBA's which provide specific instructions on best practices for escalation.

Please review this Quizlet that highlights the various cables and podium technology that you will become experienced with in your work.

A useful guide on the buttons and ports found on a PC by GCFlearnfree.org

Please see this Knowledge Base Article linked above on how to submit a Room Check using the Inventory tab on Self-Service.

This link to the internal CS&O troubleshooting category in the Knowledge Base will help you find some common troubleshooting guides for certain rooms and projectors. In order to view this link, you must copy this link and open it in an incognito window using your STARS account to avoid SSO issues.

Knowledge Base Articles about troubleshooting and guiding signals for the Dell and Casio projectors found on campus