Topic outline
Course Objective
Objective:
This STARS Moodle Training course will provide an overview of what it takes to be successful as an Client Services and Operations STAR at Manhattan College.
A variety of issues & best practices for dealing with issues will be introduced.
Opportunities & links to get more in depth knowledge of a topic at a later date.
By the conclusion of this course, STARS will be able to:
- Determine where they can go to access information they need to perform their job.
- Integrate technology, into problem solving.
- Evaluate the best course of action to follow when tackling challenges.
Greeting from Virtual Trainer:
After viewing the video from Rich Musal, Director of Client Services and Operations, please answer the questions in the Follow Up found above.
Resources and Links
This link provides Knowledge Base Articles (KBA) which give instructions for how to perform many Client Services and Operations Procedures.
Most of the troubleshooting KBA's are located under ITS Internal. Search for a topic by simply typing in the subject in the upper right of the screen under Search.
A client facing way to request services and submit tickets. It showcases all services that ITS provides. This is useful for when there is a request that is not recognized. First search the service catalog to see if ITS offers this service. If not, contact your supervisor as ITS may sometimes provide services that are not listed. Remember to check if the service that the client requests is best suited for their situation.
A Google Drawing that shows the Career Path for Operations STARS. Each level has an associated link that will give you an overview of that position.
A Google Drawing that shows the Career Path for Client Services STARS. Each level has an associated link that will give you an overview of that position.
This guide will help you with the format and structure that Knowledge Base Articles must follow. Documenting new procedures in a KBA will help others who may have a similar issue.
Section 1 - Policies & Procedures
This internal Knowledge Base category, which can only be viewed from a IT account, provides you with a number of guides on the procedures that you must follow as a STAR. Please take a look through each article and familiarize yourself with each procedure.
A KBA on where to find essential resources for Ops STARS.
Here you will find a guide on the procedure to follow when addressing a Walk-In, Phone-In, and Email.
STARS must follow these rules and procedures when entering or modifying data in Inventory.
A template that Client Services must use when writing a Nightly report. Make sure that everything in the template is correctly updated.
Ops must follow this template when writing either a Mid Day or End of Day Report. For the Mid Day report, you must include what has to be worked on in the next shift. For the End of Day report, include what has to be worked on the next day. Remember to correctly update the template. You will copy this template into an email and send it to Ops Stars and appropriate supervisors.
Section 2 - TeamDynamix Best Practices
Select the best answer to the following scenario:
Whenever working on a project or ticket, ensure you leave sufficient time as your shift ends to completely update all your work on a ticket.
A guide on navigating the different menus in TeamDynamix
Please visit this Knowledge Base Article to familiarize yourself with the many canned responses that IT uses.
Please visit this Knowledge Base Article about the Projects and Card Wall management under Projects / Workspaces in TeamDynamix.
TeamDynamix Client Services Escalation Checklist
Information regarding what is required upon ticket creation.
See below KBA's which provide specific instructions on best practices for escalation.
Section 3 - Cables found on Podiums
Please review this Quizlet that highlights the various cables and podium technology that you will become experienced with in your work.
Section 4 cont. - Kramer VIA GO Wireless Presentation Device
The Kramer VIA GO is a wireless presentation solution at Manhattan College. This system can support wireless presentation for Windows and Mac devices.
Please review this very important material. This will help you understand how this system works and how to troubleshoot certain issues.
Please review this additional Internal training material for the Kramer VIA GO. This important material will help you with procedures regarding, installation, reset, and other various troubleshooting procedures. If you are having trouble viewing this link, please copy the URL into an incognito window and log in with your STARS credentials.
After reviewing Kramer VIA GO Wireless Presentation documentation and troubleshooting strategies, please answer the following questions.
Section 5 - Basic Computer Setup
A useful guide on the buttons and ports found on a PC by GCFlearnfree.org
After reviewing the basic computer setup materials, please answers these questions about basic computer setup.
Section 6 - Moodle
As a STAR, you will often be asked to help a professor or student on various topics regarding the Moodle Learning Management System. Various requests may be how to access courses, why they do not appear, seeing if a course is visible, log in issues, etc.
Please view this important documentation for troubleshooting Moodle Issues.
Please view this important Moodle Troubleshooting Internal Documentation. If you are having trouble viewing this link, please copy the URL into an incognito window and log in with your STARS credentials.
Section 7 - Common Classroom, Conference & Computer Lab Troubleshooting Issues
This link to the internal CS&O troubleshooting category in the Knowledge Base will help you find some common troubleshooting guides for certain rooms and projectors. In order to view this link, you must copy this link and open it in an incognito window using your STARS account to avoid SSO issues.
Knowledge Base Articles about troubleshooting and guiding signals for the Dell and Casio projectors found on campus
- This topic
Section 9 - Linksprinter
A Linksprinter Network Tester is a small, easily transportable device to troubleshoot and identify network connectivity quickly
It does tests the following important:Power-over-Ethernet
Link to the switch
DHCP
Gateway
Internet
Please review this presentation to familiarize yourself with the Linksprinter 300 Network Testing tool.
Once you have reviewed the presentation material on the Linksprinter 300, please take this follow up.
Section 10 - Operations Room Check Checklist
The Saturday Ops team spend the day providing proactive support. This entails visiting each classroom on campus and performing room checks:
This serves as a guideline for a routine to follow when performing electronic room checks. Room checks are logged electronically using the Inventory tab in Self Service. Attached KBA outlines instructions to follow for this procecure.
After the above procedure is performed, before leaving the room you must submit an electronic room check in Self Service, which is outlined in the link found below.
To see if a room is available, please see this movie on how to use 25Live. 25Live is a great tool that allows you to view the availability of a room. If a room is booked in 25Live, you will not be able to perform a room check for that room.
Please see this Knowledge Base Article linked above on how to submit a Room Check using the Inventory tab on Self-Service.
Streaming Options - Padcaster
Please review these Padcaster Kit Knowledge Base Articles to familiarize yourself with topics regarding the Check Out, Check In Procedures, Padcaster Assembly instructions, and also the Inventory Checklists.If you are having trouble viewing this link, please copy the URL into an incognito window and log in with your STARS credentials.