3/29/15
The internship class took the Friday off again because of the correction day schedule.
My help desk mentors focused more on teaching me about how to interact with customers this week. Even though it is usually safe to ask for a client’s NetID to obtain contact info, Erika mentioned that if Help Desk receives a call about clicker issues, then it is important to also ask for the person’s professor, class, and clicker ID as well. I also tried out the clicker Hardware Updater software using the nearby laptop that Help Desk is responsible for. While shadowing under Jenney, Ming from Main Library called us for help with an issue she was unsure about. A user wanted to have software downloaded onto SING Site computers. Jenney told her that he should post his request in the suggestion box from any SINC site computer, which is automatically pulled up when opening a browser). This suggestion goes to Diana, who should check it within one or two days. We as consultants can also footprint his request in order to get a response even faster. Even as a Sr. Con, it is always okay to ask the rest of your team to clarify anything we do not know! I also reviewed how to transfer calls using the NRR2 phone, which follows a different procedure from the Main Library phone.
Charles helped me review Virtual SINC Site, SBConnect etiquette, Blackboard Builder and Sr. Con Footprints. He then taught me about Thunderbird, a Mozilla Firefox app that can be used to easily combine emails from the stony brook email and personal email inboxes. This software, like most other Google App related things, is supported by Client Support. Charles also introduced me to the Scheduling page, which is found on the same url for signups, but looks different for Sr. Cons. This is where Site Managers can add and remove consultants from their site, as well as view a site’s schedule to look up who covers each shift. Ming showed me Mac computer shortcuts and navigation. I primarily use PCs, so this lesson was great for broadening my basic computer skills. She also mentioned the differences between a number of networking elements, namely the four Wolfie-Net wifi connections and Resnet, which I honestly didn’t understand too well immediately. Still, I would say that I feel more comfortable answering the types of questions that site managers face working in Main than I do with more complicated questions about obscure software during Help Desk