Daily

• Perform desktop support duties as needed for backup of the help desk team.  Work on tickets, cover the desk, provide lunch coverage, perform office visits, image machines, troubleshoot problems, etc.
• Watch the queues for problems (bad responses, incorrect answers, languishing tickets).
• Check for unanswered tickets and respond or assign.
• Make sure at the end of the day that all Help Desk tickets have gotten a 1 business day response.
  • Our 1 SLA:  Help Desk tickets are to have a one-business day (1BD) human response.
    • When we're super backed up and there's no way to address every ticket, there's a pre-written article response about high ticket volume that we can respond with at the very end of the day, but that should only be used as a last resort; it's little better than the automated response.
• Go through looking for unowned tickets.

Weekly

• Go through old/stalled/open TSO tickets / HD tickets.
• On payroll weeks, process the SA payroll and track FWS hours.  See student assistants.

Monthly

• Ensure oncall scheduling has been switched over and is tested as correctly ringing through to the correct cell phone.
• For newsletters:  metrics, solicit ideas, write, remind the Director to send out. See the Newsletters! page for more details.

Semesterly

• Update the Help Desk calendar - holidays, sa schedules, oncall roster, break weeks/finals/dead week
  • Dispatch & on-call:  
  • Break/Finals/Dead:  Add a one week reminder on break weeks and dead weeks to send out notices to the SA's.  Sample emails at bottom of the Student Assistants page.

Annually

• Winter break: Perform the holiday checklist:
  • Change the RT autoresponder for the Help Desk queue to the holiday one.
    • Change it back when you return after the break.
  • Put up the closed sign when you close up for the day.
  • Dispose of any old food, condiments that will spoil.
  • Empty all the garbage and recyclables.
  • Double-check all the doors are locked.
  • Organize and clean workspaces, time permitting.
  • Make sure the mopiers are fully stocked with paper.  Some students never leave.

As needed

• Periodically check for unpublished system notices.
  • When logged into support.cc, click Find Content at the top.  Status is Not Published, Type is Alert. System notices are also associated with a ticket in RT and triaged by the help desk staff.
• Update old documentation on support.cc, create new documentation.
• Oversee system notices.
  • There's all kinds of guidance and resources in Dropbox\TSO\TSO Enterprise\Policies and Procedures\sys notices
• Serve as backup for system notice publishing/emailing.
• Terminate SA's.  If you need to terminate mid-semester, talk to HR.  Otherwise, they're only hired a semester at a time.  If you don't want them back, simply notify them at the end of the semester that you're not rehiring them and then don't.  There's a sample email at the bottom of the Student Assistants page.  Most of the time, they go away quietly but not always.  The advice I got from HR was to keep good records of deficiencies and any corrective actions we took (and there should be if there were deficiencies).  If they balk, you have documentation to back you up.  And regular documenting is a good habit to get into with all your employees, makes meetings and annual reviews much easier.
• Train new employees.
  • See the Student Assistants and the Help Desk Onboarding pages.  There's also resources in Dropbox\TSO\TSO Enterprise\Student Assistants