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Consultant 1 Training

Consultant 1 Training. A FUNdamental guide. Training Requirements. Training Log Lectures Checklists Projects Attendance Consult Observation and practice Exams and Final Evaluation. Grading. Phone Evaluation 20 % Mid-term Exam 10%

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Consultant 1 Training

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  1. Consultant 1 Training A FUNdamental guide

  2. Training Requirements • Training Log • Lectures • Checklists • Projects • Attendance • Consult Observation and practice • Exams and Final Evaluation

  3. Grading • Phone Evaluation 20% • Mid-term Exam 10% • Final Exam/Assessment 30% • Assignments/Assessments 10% • Phone Log Project Reports 10% • Checklists & Worksheets 10% • Wiki Articles: • 1 Page Addition 5% • 1 Page Edit/Organization 5%

  4. Grading An 80% is required to pass Consultant Training Yes, it is possible to NOT pass Consultant Training

  5. Consultant Duties • The Phones • The Queue • Walkup

  6. Phone Duties • You should remain ready at all times, except when dialing out or helping a walk-in client. • You get overflow from the account specialist queue. • When taking a call as a consultant, treat it like an account specialist call! • …but don’t be afraid to help the client longer than you would normally, rather than referring the ticket to the consultant queue.

  7. The Queue • Take tickets from oldest to newest. • We don’t want tickets waiting there for extended periods of time. • Do research first! • Don’t call the client back before knowing what the issue is. • Don’t be afraid to talk to the Tech Backup. That’s what they’re there for! • Google is your friend. • Always, ALWAYS check the Wiki. If it’s a recurring problem, chances are, it’s documented.

  8. Walk-Up • You’ll get a bunch of different issues. Try to keep traffic moving by either bringing the client back, making an appointment, or doing the drop-off. • We need to help every client, but they can’t be holding up the line by staying up there for a long time. • Try to resolve it in 5-10 minutes. • Don’t be afraid to ask for backup if a line forms. • Drop-Offs are for reformats ONLY. Virus scans, “computer evaluations,” etc. are appointments and sometimes walk-ins. • ALWAYS check with the Tech Backup before referring a client back, walk-in or appointment.

  9. Phones: What You’ll Be Doing • For the most part, you’ll be answering tickets regarding: • “Browser checks” • E-mail client setup • E-learning troubleshooting • VPN/L2TP issues • Other referrals

  10. On the Phones • Usual greeting is “Hi, this is ___ with the UF Computing Help Desk, I am trying to reach ___ with their issue of ___.” • Don’t be nervous! They’re usually happy to get a call-back, especially if you know how to troubleshoot their issue.

  11. Leaving a Message • If the client does not answer, but you are directed to their voicemail, leave a message. • Usually, your greeting will be similar to when you call the client back. • Make sure to leave our phone number (352-392-4357) and their ticket number. • Put in the ticket “left message x [however many times you have attempted to reach the client]” (e.g., “left message x2” or “lmx2”) and mark the ticket as “Left Message”

  12. Reaching the Client • If you reach a third “left message,” send an e-mail to the client (resolved). • There’s a canned message for failing to reach the client. • This will close the ticket so it doesn’t keep popping back up in the queue. • Otherwise, all “left message” tickets pop back in after 48 hours. • If you get a busy signal, or it just keeps ringing, mark the ticket as “Busy/No Answer.” • If you can resolve a client’s issue in the voicemail (e.g., “Looks like your e-mail has been restored…”), mark the ticket as closed.

  13. Ticket Writing • Do: • Include as much information as possible, including the software and OS. • Include how the problem was resolved, what you did, etc.

  14. Ticket Writing • Do NOT: • Make vague tickets. • Skip out on the details.

  15. Resources • The Wiki • The Wiki is an extremely useful source of information. Always check there for common issues, such as e-mail setup, L2TP, etc. • If you see something is wrong or missing from the Wiki, update it! It’s great to always keep it up-to-date.

  16. Resources • Google • It sounds hokey, but Google is inordinately helpful. • If you get an error message, Google it! Chances are, it’s documented somewhere. • Forums are extremely helpful. If you do a Google search and come across a tech forum, look over the responses. More often than not, there will be multiple solutions and causes for the issues you’ll find.

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