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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 is great!
      •  Ask me
      •  Ask IT-Partners (after you've asked me)
      •  Google
      •  Always confirm with me if you are unsure!
    •  Education/schoolwork takes precedence
    •  Keep me + co-workers in the loop
      •  CC me on emails
        •  I can provide guidance to resolve the issue faster
        •  I know what's going on in the organization
        •  Let's me know that you're busy
      •  Use the ticketing system as much as possible
        •  Keeps everyone in the loop
        •  Allows others to pick up where you left off
        •  Tracks recurring issues
    •  Avoid Emergencies - Best Practices
      •  If you know something ahead of time, let others know as soon as possible
        •  Keep information on the CRE Work Schedules / CRE Master Calendar / Casey's Calendar
        •  Notify staff via appropriate channels, depending on the size/impact of the project. Channels can include some or all of the following:
          •  Email
          •  Zoom Chat
          •  Staff Meetings
          •  crestaff.mit.edu website
          •  Business cards / handouts
        •  Provide contact information and emergency instructions (phone number, email, office hours)
        •  Do not push stuff to production on Fridays or before important events
      •  Have a backup plan in place before you execute a plan
        •  Know where backups are stored
        •  Test the backup process! Ensure the backup archive is valid...
          •  Is it up to date?
          •  Is all the data there?
          •  Can you restore it to the server?
  •  Moira
    •  Broad overview
    •  Accessing via groups.mit.edu
    •  Accessing via command line
    •  Limitations
      •  Updates to lists on login for some systems
    •  Group Email Addresses
  •  ServiceNow
  •  EndPoint Configuration
  •  Outlook/Scheduling 
  •  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
  •  Intranet Websites
  •  Password Management
    •  Keepass (for now)
  •  New Employee Setup: Show how to do tasks