May 6, 2014

On the last day of shadowing, I was pretty busy. It has not hit me yet that this will be my last time shadowing Diane. She has taught me a lot about help desk and she is very patient.

I had two issues today.

One was a phone call. The user wanted to know how to access her NetID. I told her that she can access it though her Solar account. I walked her through how she could get to her NetID Maintenance but she then hung up. I thought it was very strange and she didn’t call back through my shadowing hour. At this point, I hope she knew what she was doing and if she didn’t then I will help her (or another intern) through the process. I learned that sometimes things like this would happen and there is nothing much I can do about it.

The next issue was an email and it was an interesting request. A student wanted to know if the clocks on the Macs (in the SINC Site I believe) can be changed from military time to a 12-hr clock. I never actually heard of someone requesting this so at first, I didn’t know how to answer. Deep inside I knew that this is something that cannot be changed on the spot. As I submit the trouble ticket,  I came back to see a response telling me to tell the student if he wants to request this, he should talk to Chuck Powell. It was quite an interesting request.

Well, to recap what I have done so far with Diane. She has taught me a lot about help desk and what responsibilities they had. She focused a lot of making sure the CoLA is clean and to help the user as best as you can. She knows where to find her resources and where to direct students to those resources.