Page History

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•  Expectations
  •  Customer Service Role
    •  Try to be helpful, also teach the user to help themselves
      •  Link to KB
      •  Offer assistance
      •  Follow up/Confirm issue is fixed
        •  If user does not respond, reach out again via email
        •  If user user does not respond again, reach out via phone/in-person
        •  If user does not respond, close ticket but offer the ability to reply to re-open ticket if the issue persists
      •  Thank user and close ticket if the issue is fixed
  •  Don't guess
    •  If you aren't sure, just ask
    •  If you make a mistake, tell me. Easier to fix problems sooner rather than later (e.g. deleted data can be recovered, but not after X days!)
    •  For major changes to production systems, send me an email ahead of time
    •  Don't make major changes on Fridays (we don't want to stay late Friday night)
  •  Find Resources
    •  ChatGPT great!
    •  Ask me
    •  Ask IT-Partners (after you've asked me)
    •  Google
    •  Always confirm with me if you are unsure!
•  Moira
  
  •  Broad overview
    •  Wiki Documentation Page
    •  Use for ACLs
    •  Use for mailing lists
  •  Accessing via groups.mit.edu
  •  Accessing via command line
  •  Limitations
    •  Updates to lists on login for some systems
  •  Group Email Addresses
    •  cre-itaccounts@mit.edu
•  ServiceNow
  •  Assignment of work
  •  Incoming tickets
  •  Wiki page and training video
•  EndPoint Configuration
  •  Active Directory + GPO Training Video
  •  MECM
  •  Jamf
•  Outlook/Scheduling 
  •  How to schedule your time in CRE: Work Schedules
  •  Read/Watch CRE: Rm - Staff Conf Rm (9-357) ZR (Users Guide)
•  itpartners
  
  •  mailing list
  •  slack channel
•  Wiki
  •  Sandbox on CRE Test wiki
  •  Update pages when you didn't understand something
  •  User Section: Intended for end-user
  •  Admin Section: Intended for
    •  Yourself
    •  Other IT Staff (for IT Sections)
    •  Other administrators (e.g. HR section for HR manager)
  •  Watch Training (once it's posted)
•  VOIP
  •  voip.mit.edu
  •  VOIP documentation
  •  Use of ACLs
•  Intranet Websites
  •  crestaff.mit.edu
  •  msredstudents.mit.edu
  •  MSRED Google Account
•  Password Management
  •  Keepass (for now)
•  New Employee Setup: Show how to do tasks