When you arrive in the Helpdesk for your shift:

1. Wipe any common touchable surfaces down before use. This includes the Helpdesk phone, computer keyboards and mice, desk surface, and chair arms.
2. Log into the Helpdesk computers (Mac and Windows).
3. Clock into Helpdesk Consultants' TimeClock (https://apps.saintmarys.edu/hdtime).
4. Sign into your Saint Mary's e-mail (Google G Suite for Education).
5. Log into the Helpdesk Tracking System (HDTrack).
6. Review the status of any issues being worked on in the Helpdesk with the previous Helpdesk Consultant(s) on duty before she leaves.
7. Make sure the previous Helpdesk Consultant on duty has created/updated all of the tracking system records for recent calls, e-mails, and visits to the Helpdesk.
8. Check for voicemail. Enter messages into the tracking system and call back to obtain additional information and potentially assist them with their questions.
9. Check for any messages sent to the Helpdesk listserv. Respond where appropriate, or research questions and then contact the individual. Make sure that when you reply you always cc: the Helpdesk listserv.

10. Record all contacts at the Helpdesk (walk-ins, phone calls, e-mails) into the tracking system during your shift!
11. Refer to the Helpdesk listserv for any deliveries or pickups that need to be made. The white/gray week schedule is posted at http://sites.saintmarys.edu/~hdcs/whitegray.html.
12. Call/e-mail any faculty and staff who have submitted new problem tracking system records that you can address (Google Apps questions, iOS support questions, etc.). Note call in record. You do not need to call faculty and staff who require office visits to address the problem (broken network jack, printer issues) or have questions an IT staff member needs to address (malware infections, Banner).
13. Call/e-mail any faculty and staff who have submitted new problem tracking system records that need more information in their record (operating system, printer model and name, etc.). Note call in ticket.
14. You may be asked to call faculty and staff to have them bring their laptops in to be worked on. The Helpdesk will not pick up laptops from offices. (Refer to the President/VP/Registrar list for possible exceptions.)
15. Work quietly in the Helpdesk on issues that have been submitted (updating the tracking system with your progress) or work on homework if there are no new issues to work on. Be attentive of your surroundings, and immeditely assist any walk-ins and answer phone calls and e-mails.
16. Remember that any requests made by Information Technology staff (such as delivering or picking up computers and/or peripherals, assisting them with troubleshooting, or other errands) have priority over other items keeping you occupied at the Helpdesk that are not work-related (including your homework and computer games).
17. Don't forget to clock out of Helpdesk Consultants' TimeClock when your shift ends (https://apps.saintmarys.edu/hdtime).
18. If you have the last shift of the day, please sign out of the Helpdesk computers. Do not shut them down.