April 15, 2014

I assumed responsibilities as a Student Help Desk consultant today. Diane was supporting me through any issues I had and answered any questions I might have thought of or encountered. First order of the day was to make sure emails are addressed, I am signed into SB Connect and to see if the last Student Help Desk consultant finished helping a client and did not submit a trouble ticket of the issue.

The first issue that I had to address was an email from a graduate student. It wasn’t an issue that will stop him from doing his work but it was an issue for the future. This graduate student was unable to log into a specific computer but he eventually tried another computer. He sent us an email so that we know about him being unable to log into that computer. I felt like if he did not email us, we would have not known and what if other students were unable to log into that computer.

The next client I helped was through the phone. She was a graduate student as well however, I do not know if I directly assisted her because she figured it out herself while talking to me and I did not really say much. I thought this was kind of interesting because sometimes people just want someone to talk to while figuring stuff out so they are not alone.

Lastly, I helped a student turn on the interactive white board. I learned this a few weeks back however I was not the one pushing buttons. This time, I was actively turning the tower on and then the interactive whiteboard. I had a few issues in turning it on so I asked Diane for help.

I definitely got to experience a little of everything a student help desk consultant does in one day. I am sure that there are days where all of this happens at once and delegating will be important. However, I definitely think I can handle the phone calls and emails as long as I remain calm and ask the right questions.