Description
These tasks/areas are specific to people that are working with the CRE IT Systems Administrator.
Areas/Tasks
- 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
- Try to be helpful, also teach the user to help themselves
- 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)
- Always confirm with me if you are unsure!
- Customer Service Role
- 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
- Broad overview
- ServiceNow
- Assignment of work
- Incoming tickets
- Wiki page and training video
- EndPoint Configuration
- Outlook/SchedulingÂ
- 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