Client Services & Operations Orientation Course

Topic outline

• Select topic General

  General

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  • Select activity News forum

    

    News forum
• Select topic Course Objective

  Course Objective

  Objective:

  
  

  This STARS Moodle Training course will provide an overview of what it takes to be successful as an Client Services and Operations STAR at Manhattan College.

  A variety of issues & best practices for dealing with issues will be introduced.

  Opportunities & links to get more in depth knowledge of a topic at a later date.

  
  

  By the conclusion of this course, STARS will be able to:

  1. Determine where they can go to access information they need to perform their job.
  2. Integrate technology, into problem solving.
  3. Evaluate the best course of action to follow when tackling challenges.

  
  

  Greeting from Virtual Trainer:

  
  

  • Select activity Video Greeting from Rich Musal, Director of Client Service and Operations

    

    Video Greeting from Rich Musal, Director of Client Service and Operations URL

    Completion

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  • Select activity Video Greeting Follow Up

    

    Video Greeting Follow Up Quiz

    Completion

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    After viewing the video from Rich Musal, Director of Client Services and Operations, please answer the questions in the Follow Up found above.

• Select topic Resources and Links

  Resources and Links
  
  

  • Select activity Knowledge Base

    

    Knowledge Base URL

    Completion

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    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.

  • Select activity Service Catalog

    

    Service Catalog URL

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    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.

  • Select activity Operations STARS Career Path

    

    Operations STARS Career Path URL

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    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.
    

  • Select activity Client Services STARs Career Path

    

    Client Services STARs Career Path URL

    Completion

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    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.

  • Select activity Writing a Knowledge Base Article (KBA)

    

    Writing a Knowledge Base Article (KBA) URL

    Completion

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    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.
    

• Select topic CS&O STARS Prezi Orientation

  CS&O STARS Prezi Orientation

  
  

  Also, please review attached Prezi which gives you an overview to Client Services and Operations:
  

  • Select activity CS&O STARS Prezi Orientation Link

    

    CS&O STARS Prezi Orientation Link URL

    Completion

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• Select topic Section 1 Policies & Procedures

  Section 1 Policies & Procedures

  Please take time to review these important documents as they outline the policies and procedures you need to be successful as an Client Services and Operations STAR.

  
  

  • Select activity STARS Policies and Procedures

    

    STARS Policies and Procedures URL

    Completion

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  • Select activity CS&O Internal Category

    

    CS&O Internal Category URL

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    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.
    

  • Select activity Location of Resources at Manhattan College

    

    Location of Resources at Manhattan College URL

    Completion

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

  • Select activity Procedure for Addressing Walk-In, Phone-In, and Email requests for Assistance

    

    Procedure for Addressing Walk-In, Phone-In, and Email requests for Assistance URL

    Completion

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

  • Select activity Inventory Procedure

    

    Inventory Procedure URL

    Completion

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

  • Select activity Client Services Nightly Report Template

    

    Client Services Nightly Report Template URL

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

  • Select activity Ops Mid Day and End of Day Report

    

    Ops Mid Day and End of Day Report Page

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    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.

    
    

• Select topic Section 2 TeamDynamix Best Practices

  Section 2 TeamDynamix Best Practices

  Select the best answer to the following scenario:

  Whenever working on a project or ticket, ensure you leave sufficient time as your shift ends to completely update all your work on a ticket. 

  • Select activity Team Dynamix Ticketing

    

    Team Dynamix Ticketing URL

    Completion

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  • Select activity Recommended Email Filters for CS&O

    

    Recommended Email Filters for CS&O URL

    Completion

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    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.

  • Select activity Projects and Card Wall in TeamDynamix

    

    Projects and Card Wall in TeamDynamix URL

    Completion

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

  • Select activity Creating a Ticket in TeamDynamix

    

    Creating a Ticket in TeamDynamix URL

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    A guide on creating Tickets in TeamDynamix
    

  • Select activity Writing Descriptions in TeamDynamix

    

    Writing Descriptions in TeamDynamix Page

    Completion

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  • Select activity Ticketing Follow Up

    

    Ticketing Follow Up Quiz

    Completion

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  • Select activity Canned Responses

    

    Canned Responses URL

    Completion

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

  • Select activity Escalation Checklist

    

    Escalation Checklist URL

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    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.

    
    

    
    

  • Select activity Escalation to Banner Help Desk

    

    Escalation to Banner Help Desk URL

    Completion

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  • Select activity Escalation to Desktop Ops

    

    Escalation to Desktop Ops URL

    Completion

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  • Select activity Escalation to Ops Group

    

    Escalation to Ops Group URL

    Completion

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  • Select activity Escalation to Networking

    

    Escalation to Networking URL

    Completion

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  • Select activity Escalation to Systems

    

    Escalation to Systems URL

    Completion

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  • Select activity Escalation Follow Up

    

    Escalation Follow Up Quiz

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    A follow up for escalation practices.
    

• Select topic Section 3 Cables found on Podiums

  Section 3 Cables found on Podiums

  
  

  • Select activity Cables found on Manhattan College Podiums

    

    Cables found on Manhattan College Podiums URL

    Completion

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

  • Select activity A/V Cables 101 & Classroom Support Quizlet

    

    A/V Cables 101 & Classroom Support Quizlet URL

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• Select topic Section 4 Podium Guides

  Section 4 Podium Guides

  
  

  Please review the attached List of Podium Guides KBA.

  Click on each picture, review the PDF and watch the video tutorial

  • Select activity Podium Guide Follow Up

    

    Podium Guide Follow Up Quiz

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  • Select activity List of Podium Guides Link

    

    List of Podium Guides Link URL

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• Select topic Section 5 Basic Computer Setup

  Section 5 Basic Computer Setup
  • Select activity Buttons and Ports Guide

    

    Buttons and Ports Guide URL

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

  • Select activity Basic Computer Setup Follow Up

    

    Basic Computer Setup Follow Up Quiz

    Completion

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    After reviewing the basic computer setup materials, please answers these questions about basic computer setup.

• Select topic Section 6 Room Check Checklist

  Section 6 Room Check Checklist

  The Saturday Ops team spend the day providing proactive support.  This entails visiting each classroom on campus and performing room checks:

  This serves as a guideline for a routine to follow when performing electronic room checks. Room checks are logged electronically using the Inventory tab in Self Service.  Attached KBA outlines instructions to follow for this procecure.

  After the above procedure is performed, before leaving the room you must submit an electronic room check in Self Service, which is outlined in the link found below.

  To see if a room is available, please see this movie on how to use 25Live. 25Live is a great tool that allows you to view the availability of a room. If a room is booked in 25Live, you will not be able to perform a room check for that room.

  
  

  • Select activity Using the Inventory Tab in Self-Service to Submit a Room Check

    

    Using the Inventory Tab in Self-Service to Submit a Room Check URL

    Completion

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

  • Select activity Room Check Checklist Procedure Link

    

    Room Check Checklist Procedure Link URL

    Completion

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  • Select activity Self Service Room Check Form Link

    

    Self Service Room Check Form Link URL

    Completion

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• Select topic Section 7 Common Classroom, Conference & Computer Lab Troubleshooting Issues

  Section 7 Common Classroom, Conference & Computer Lab Troubleshooting Issues

  
  

  Please review attached KBAs: 

  • Select activity Common Troubleshooting Issues Follow Up

    

    Common Troubleshooting Issues Follow Up Quiz

    Completion

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  • Select activity Troubleshooting issues with Crestron Touch Screen Control Units

    

    Troubleshooting issues with Crestron Touch Screen Control Units URL

    Completion

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  • Select activity Wall Socket and Gender Changer Troubleshooting

    

    Wall Socket and Gender Changer Troubleshooting URL

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  • Select activity Internal KB Troubleshooting Category

    

    Internal KB Troubleshooting Category URL

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    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.
    

  • Select activity Dell and Casio Projector Troubleshooting and Guiding Signals

    

    Dell and Casio Projector Troubleshooting and Guiding Signals Page

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

• Select topic Section 8 Workaround Procedure

  Section 8 Workaround Procedure

  
  

  Often when trying to solve a problem in a classroom it will be necessary to communicate a temporary solution.  Please review attached KBA on the best practice to follow for this challenge.

  • Select activity Workaround Procedure Link

    

    Workaround Procedure Link URL

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  • Select activity Workaround Doc Link

    

    Workaround Doc Link URL

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  • Select activity No Workaround Doc Link

    

    No Workaround Doc Link URL

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• Select topic Padcaster Resources

  Padcaster Resources
  Please review these Padcaster Kit Knowledge Base Articles to familiarize yourself with topics regarding the Check Out, Check In Procedures, Padcaster Assembly instructions, and also the Inventory Checklists.

  • Select activity Internal Padcaster Knowledge Base Category

    

    Internal Padcaster Knowledge Base Category URL

    Completion

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  • Select activity Padcaster Knowledge Base Category

    

    Padcaster Knowledge Base Category URL

    Completion

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• Select topic Linksprinter

  Linksprinter
  • Select activity Linksprinter 300 Training Presentation

    

    Linksprinter 300 Training Presentation URL

    Completion

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    Please review this presentation to familiarize yourself with the Linksprinter 300 Network Testing tool.

  • Select activity Linksprinter 300 Follow Up

    

    Linksprinter 300 Follow Up Quiz

    Completion

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    Once you have reviewed the presentation material on the Linksprinter 300, please take this follow up.