General Expectations

Dress Code:

An NC State Poole College shirt and your name tag must be worn at all times while you are on shift. If you are not on shift, but are doing your own work in the study area, this does not apply.

Customer Service:

We want to provide exceptional customer service to people that we are helping. Part of this is being proactive. If someone is walking up to the desk, greet them as they approach. Say “Hi how can I help you?” or something along those lines. Don’t wait for people to walk all the way up to the desk and ask for help before you talk to them.

Communicate with our customers. They likely don’t know what you’re doing when you’re going into their computer settings and changing things around during troubleshooting. Ask if they’d like to have a seat at the table with you and walk them through the process so they understand what you’re doing to help them. If you have to go somewhere outside of the help desk to get loaner equipment, tell them where you’re going and that you will be back with their equipment shortly. Don’t just disappear.

When people come to check out equipment, sit down with them while they log in to the computer or tablet. Offer to show them the features of the laptop and make sure they are able to access their email, Office365, and any other programs that they need. If you’re checking out a tablet to a professor, make sure you provide accessories like a stylus, case, and keyboard. Show them how to use the stylus in note taking apps as well as in the Zoom Whiteboard.

Arriving to Your Shift

When you arrive to your shift, there is a set of items that should be completed. Doing these things will prepare you for a productive shift.

1. Get your name tag from the desk and put it on.
2. Open your Pack Portal and clock in.
3. Talk to the people that are working the shift before yours. Ask what they’re working on and try to pick up where they left off. You should be aware of anyone that will be coming by to pick up equipment or anyone that has a meeting scheduled during your shift.
4. Open ServiceNow and Slack.
5. Read through ServiceNow tickets and draft responses to get approved by a supervisor if there are any tickets that need a response. Take note of the last response on tickets and see if they need a follow-up message or ask a supervisor if there is anything you can do to move the process closer to closing the ticket. Be aware of the content in the tickets so if someone replies to us, you know how to respond.
6. It’s also a good idea to check with a supervisor to see if there’s anything that they’d like help with during your shift.

During Your Shift

During your shift, you are expected to be working on IT related tasks. Your shift is not a time to be doing homework. Check tickets throughout your shift. If it’s a particularly slow day, you can be working on IT projects that have been assigned. If you finish a project or are not assigned to one, ask a supervisor or lead consultant for another project to start working on. You can also ask Sasha, Alex, Chavis, or Darrell if they have tasks that you can do while you’re on shift. Common tasks include reimaging loaner machines and delivering and setting up equipment in offices. There are desks set up in Chavis’ office that are to be used as the work space to reimage and work on machines. The cabinets above the desks have ethernet cables and other tools needed for the process.

Leaving Your Shift

When leaving your shift, complete the following tasks.

1. Update the consultants that are about to start their shift. Let them know what you’re working on and how they should finish any tasks that you have not completed. This ensures a smooth transition between shifts and it prevents us from leaving tasks unfinished.
2. put your name tag back on the desk.
3. Clock out.