February 19, 2014

Once I got to my shadowing shift, there was always a few things happening.

Ruhi pulled up an email and chat for me to submit trouble tickets for. She updated me on what the issue was and asked me to submit a ticket from what I learned last time with Diane.

With the email, we help with everything that’s anything and it gets documented even though there may not be enough information to fully help the user. If a situation is tough, we will address it accordingly and submit a ticket and let the user know that someone is working on it.

Chats are more instant and they are often missed (which is a bad thing) so that is why mastering the art of multitasking is crucial when you work at the Student Help Desk.

The first chat that we had to submit a trouble ticket for has been resolved. This is very common because it could be something that was addressed at the last minute of the shift. The chat was specific about a program on Virtual SINC site. Ruhi discussed with me the importance of being responsible for submitting a ticket about an issue that was resolved by a previous Student Technologist. Even though we personally did not help them, it still needs to be submitted.

The second chat was something I address with the help of Ruhi and it was about SPARKY. SPARKY is something that I am still unfamiliar with but I will continue to learn about it. Apparently, many people were having trouble with their SPARKY account. When it comes to making sure the user has a SPARKY account, the user must go to Main Library SINC site to make sure he/she has one. If it is another issue, the DoIT website is very resourceful and It is best to guide the user to the solution by walking through it with him/her.

Amidst all of that, I understood the importance of multitasking as a Student Technologist, or anyone senior consultant that works at the Student Help Desk. There were times where I felt nervous and froze because I did not know what to do and what to ask the suer so I can understand what he was truly asking. It is quite the detective work when a user does not use the “proper ” language as to how to address the issue and as the Student Technologist, we have to poke around to make sure what we think the issue is, is the issue for the user.

This day has definitely taught me how to be on my toes and be ready to address any chats and phone calls, maybe even at the same time!